The Engagement Playbook

Prove value on a rhythm.

Engagement is the operational rhythm of the account. TAM and AM run it day-to-day; the vCIO owns the strategic layer. The centre of gravity is the Regular QBR — the recurring moment the MSP proves value to the executive who signs the cheque, and lands the next set of decisions. Everything else — health signals, touchpoints, delivery reviews — feeds it. Get the QBR right and expansion and renewal become downstream conversations, not upstream battles.