Building a TAM Function at an MSP

October 27, 2026

When I stepped into the Technical Account Manager role at my MSP, the goal was to move our 80+ client portfolio, with 3,600+ managed endpoints, from reactive support to proactive governance.

A big piece of that was onboarding. I took over our new-client onboarding process, redesigned the workflow so every client gets the same consistent start, and have onboarded 8 new clients with it so far. Onboarding is where you find out what could take a business down, so it's worth doing carefully.

The other piece was compliance. I designed a multi-framework compliance program covering HIPAA, PCI-DSS, CMMC, and NIST 800-171 that standardizes controls and documentation across clients, and I helped a client achieve CMMC Level 1 (self-assessment) by building their evidence package and writing their policies.