Accelerating MSP Operations And Culture From Good To Great

By Abby Sorensen, Editor

How an MSP with $650K+ in monthly recurring revenue keeps improving.

When Tom Douglas, president and CEO of JMARK Business Solutions, first reached out to Todd Nielsen in 2013, he thought he was hiring a business coach (not that he needed one – JMARK has been on the Inc. 5000 list since 2010, and Douglas was named the Missouri Small Business Person of the Year in 2013). One phone call and one flight later, he hired Nielsen as JMARK’s chief strategy officer. Douglas had been doing his homework and was an avid reader of Nielsen’s blog. To his credit, Nielsen had a solid record of helping managed services providers improve their businesses. In multiple engagements, he has helped clients grow from -5 percent to 15 percent profitability, some in just a 60-day window after changing their operations, structure, and mentality. Why did Nielsen make the unexpected shift from an MSP consultant to an executive at an already successful MSP? In short, it was JMARK’s culture that impressed him the most.