Virtual Chief Information Officer
I'm seeing a lot of vCIO talk on my feed and figured I’d chime in on the conversation. Having built a few Client Success functions within Managed IT Services Providers and helped scale true vCIO practices, there are a lot of flavours out there. A vCIO is not someone that simply focuses on what hardware a client needs to replace and someone who deals with day-to-day service delivery escalations. This is a unique role that requires a certain level of operational maturity to hire, operationalize, and build a true practice around. Most MSPs are labelling vCIO as traditional AM/CSM tasks, while the top MSPs are playing a different game.
Let's start with the basic acronyms.
AM = Account Manager
Relationship builder primarily focused on escalation management and coordinating interactions with the client. Limited technical background and experience and involved in some sales motions with a defined book of accounts.
CSM = Client Success Manager
Focused on the client experience and maximizing relationships with clients. Primary function is to build strong partnership with clients, being transparent with what is being managed, standardizing where possible, and collaborating with the client to maximize the use of technology within their business. Often works in tandem with vCIO and vCISO team members when interfacing on client needs.
vCIO = Virtual Chief Information Officer
Senior IT leader with broad IT experience, familiar with cybersecurity standards, compliance, cloud, and a firm grasp on technology and business applications. Able to parachute into any business environment and be the champion for digital transformation. Somme examples: CIS audits, business process automation, line of business application upgrades, SOC2 compliance, and various business transformation projects.
Yes, there’s also TAMs (Technical Account Managers) but for the purpose of this post, I wanted to contrast between the three roles in this glorious meme I created:
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There is no right or wrong answer in terms of label and truthfully your client experience and client outcomes are all that matter. Therefore, build and label things however you see fit based on the following criteria:
Can you achieve all this with a single role and person? Maybe, but probably not. Is there a world where an MSP has a CSM and vCIO? Yes, in my opinion this is the optimal model but at a certain operational maturity level and of course the right people. A true vCIO requires a certain amount of experience to be able to get dropped into a boardroom with the executives of a large company, command respect, and extract key requirements to transform the business.
Personally, I thin the vCIO term is a bit dated and I consider it legacy terminology. Where do I think the puck is going and what does the future look like for the evolution of the vCIO role? A VTO! Virtual Transformation Officer.
A Virtual Transformation Officer (VTO) is a strategic role focused on driving and managing digital transformation within client environments. They help clients adapt to new technologies, optimize business processes, and implement innovative solutions to improve efficiency and customer experiences. Their role is to identify digital opportunities, ensuring alignment with business goals, and guiding clients through the adoption of emerging technologies such as AI and automation. The VTO acts as a catalyst for change, ensuring that digital initiatives are successfully executed and provide measurable value.
Acronyms aside, MSPs need to double down on the client experience and focus on tangible business outcomes.
Technology Service Provider/Thought Leader
1 周“A true vCIO requires a certain amount of experience to be able to get dropped into a boardroom with the executives of a large company, command respect, and extract key requirements to transform the business.” That is a valuable team member indeed! What’s more is what they are able to do with that respect and key requirements.
Martin I love seeing all these roles in one simple document. And here’s the deal if our customers have some kind of escalation issue and we’re not taking care of it…..that’s the table stakes…..I don’t think they wanna talk about strategic plans. So to your point, I think that’s why the team is needed somebody to take care of the urgent issues to get them resolved and fixed. Make sure the customer is happy and someone else to be looking months and years ahead to make sure the ship is steer than the right direction. What do you think?
CEO at i-Tech Support | IT Managed Services | Acumatica ERP Gold Certified Partner
3 周Aaron Puckett
IT @ Georgian
3 周Good read Martin DesRosiers to your point as the acronyms change and the roles evolve. I believe security, integration and enablement have become the cornerstone of how any MSP, VTO or vCIO need to be successful and particularly in that order. As we continue to commoditize IT/IS systems the ramp up is becoming shorter and shorter for complex IT/IS projects. Companies need to doubledown on the security first mindset and ensure the vCIO/MSPs they are engaging with are well versed on integrating systems and how to secure them safely, especially those with AI tech baked in. Combining that with gathering clear measurable business requirements from the beginning of the project will pay dividends when it comes to enablement and ensuring a positive ROI and client experience. I’ve had interactions with MSP’s recently that miss the mark on ensuring some of these basic things. No matter which acronym you engage with make sure it’s a good balance of security and enablement experience so that the end result can be a positive outcome.