BMK Education and Training

Top Courses

Services Dispatcher Certification

This 2-day IN PERSON course will prepare YOU to become a PROFESSIONAL Dispatcher. You’ll learn ticket management, PSA pro tips, understanding prioritization, deeper knowledge in key performance indicators, and how to manage your owner and your relationship with the technical staff.

Service Manager Certification

This 2-day IN PERSON course looks at how you hire, onboard, manage and compensate your entire service delivery team. Understanding how a profitable service management model fits your overall IT governance strategy is the first step toward streamlining operations and meeting business goals.

Sales Professional Certification

The Sales Professional Certification Course is a 12 hour course that will prepare YOU to become a PROFESSIONAL Sales person.

Sales Manager Certification

The Sales Manager Certification Course is a 12 hour course that will prepare YOU to become a PROFESSIONAL Sales Manager.

Dispatch Certification Course
Live IN-PERSON $950

Dispatch has often been viewed as a throw-away position. As an industry, MSPs have hired inexperienced or inexpensive individuals to do what they have considered a “good enough” job. We at BMK know that a properly implemented dispatch role can increase productivity, relieve staff stress, thrill clients, and protect margins.

The Dispatch Certification Course is a 2-day course that will prepare YOU to become a PROFESSIONAL Dispatcher. You’ll learn ticket management, PSA pro tips, understanding prioritization, deeper knowledge in key performance indicators, and how to manage your owner and your relationship with the technical staff.

THIS COURSE TEACHES:

    • Dispatching Models, Prioritization & Matrices
    • Service Ticket & Ticket Status Standards
    • Time Entry, Review & Approval Processes
    • Metrics & KPIs (i.e., Billable Utilization, Agreement Gross Profit, & Effective Hourly Rates)
    • Agreements with an understanding of what works best!
    • PSA Foundations & Automation Foundations

PROJECTED COURSE OUTCOMES:

Certified Dispatchers will exhibit better time-entry quality, less stress on billable staff, perform clarity to
their service workload and communicate better with clients. Most of all, your dispatchers will help you
achieve an increase in service department gross profit and agreement gross profit.

 

PRIOR PARTICIPANT RATINGS:

    • 92% rated this course as ‘very satisfied’ with the content presented
    • 82% of participants gave this course an ‘excellent rating” for quality of mentorship & guidance
    • 73% gave this course a ‘perfect’ rating
    • 100% would recommend this class to their colleagues

Service Management Certification Course
Live IN-PERSON $1,200

As a Service Manager, you aim to improve your customer’s experience, resolve issues quickly, and ultimately support their business success. But the key to being a successful Service Manager isn’t just excellent technical work. To provide better service, you’ll want to optimize your service management delivery model — that is, you should have a hiring & compensation model, service blueprint, and KPIs in place for effective and profitable service management.

This 2-day IN-PERSON course piggybacks off the Dispatch Certification Course by looking at how you hire, onboard, manage and compensate your entire service delivery team. Understanding how a profitable service management model fits your overall IT governance strategy is the first step toward streamlining operations and meeting business goals.

THIS COURSE TEACHES:

    • Sales / Service Hand-off, Service / Finance Hand-off
    • Service Department Financials
    • Service Models & Resource Balancing
    • RMM Enhancement & Automation
    • Account Management & Revenue Opportunities
    • Hiring, Job Descriptions & On-Boarding New Hires
    • Compensation Plans & Quarterly Performance Reviews
    • Profitable Agreements & Customer Lifetime Value

PROJECTED COURSE OUTCOMES:

    • Ability to better manage in an environment of highly skilled, technical people.
    • Metrics & financials required to manage service profitability
    • Ability to calculate and construct service-centric P&L that communicates value and performance.
    • Solid ability to allocate resource loads according to proven models.
    • An overall better understanding of what it takes to hire, onboard, and compensate a service team truly.

Sales Professional Certification Course
Live IN-PERSON $1,100

The Sales Professional Certification Course is a 12-hour course that will provide YOU with the advanced sales tools to become a sales PROFESSIONAL for finding new business and closing business.

You will learn insightful sales techniques that are specific to a career sales professional such as prospecting for appointments, effective ways to prioritize opportunities, planning the day and winning the week, managing up, maximizing each meeting, best practices around the order of selling, building your brand, building momentum, what not to do, how to get that next commitment, and backing into the activities you need to hit your personal and professional targets.

This 12-hour course proceeds the Sales Manager Certification Course.

THIS COURSE TEACHES:

    • How to master sales in the MSP world and in uncertain economic environments
    • How to effectively track your activity and opportunities to your advantage
    • How to have a natural introductory call that lands appointments
    • Making the best use of your time with the prospect
    • How to masterfully help the prospect uncover opportunities for you
    • Identifying the obvious objections and how to avoid them
    • Have a business person to business person conversation around budget
    • Get commitments from prospects every step of the way
    • Own your week and own your time
    • Keep yourself motivated and not get stuck in negative thinking
    • How to best position and sell managed services

PROJECTED COURSE OUTCOMES:

Certified Sales Professionals will exhibit a clear understanding their role, proven techniques for setting more appointments weekly, tracking success rations in appointments sets and closing more MSP deals!

Sales Manager Certification Course
Live IN-PERSON $1,100

The Sales Manager Certification Course is for MSP Sales Mangers who want to master:

      • The intricate challenges related to managing an MSP Sales Team
      • Proven methods for attracting ideal sales candidates to your organization
      • Conduct amazing interviews with outstanding hires
      • On-board new hires and set them up for success
      • Improve on establishing quotas and better calculating commission
      • Conduct powerful sales meetings that drive results
      • Establish a culture that values effort and results separately
      • Support and motivate the team while excelling in team training
      • Gain techniques for better managing the relationship between the service team and the accounting team

The Sales Manager Certification Course is a 12-hour course that will prepare YOU to become a PROFESSIONAL Sales Manager.

THIS COURSE TEACHES:

    • Establish a career path and roles within MSP Sales
    • Attract the best candidates
    • Conduct amazing interviews with outstanding hires
    • On-board new hires and set them up for success
    • Establishing quotas
    • Calculating commission
    • Conduct powerful sales meetings with the sales team
    • Establish a culture that values effort and results separately
    • Support and motivate the team
    • Discover impactful team training techniques unique to an MSP
    • Manage the relationship with the Service team and the Accounting team

PROJECTED COURSE OUTCOMES:

Participants in the program will gain a clear understanding of the roles of an MSP Sales Manager. As a result of this class, you should make fewer hiring errors, be able to communicate better daily activity expectations, and (as a result), see an increase in sales volume.

Frequently Asked Questions

01. What do I need to do before the course?

Nothing! We will email a calendar invitation for the online course dates/times. We will also send you any necessary material prior to the start of the class.

02. Can I register on behalf of another person?

Certainly – during the checkout process there is a field to enter the name of the person(s) who will attend.

03. How do I register more than one person at a time?

During the course registration process you will click Add Attendee where you will choose which specific course.

It will then prompt you for who the attendee will be.

You can click Add Attendee more than once for each different course or user.

04. Can I get a discount if I take more than one course?

Certainly! There is a bundle available on both the service and sales side of the courses. When you choose that bundle you will get a generous $200 savings!

05. Does the course go ALL DAY LONG?!?
06. Do I need to run a specific PSA (ConnectWise/AutoTask/etc) tool to get something out of this course?

We don’t care what PSA you use. We discuss the concepts and foundations of these two critical roles – Dispatcher and Service Manager. We certainly
discuss concepts related to PSAs but know that the things we suggest all circle back to functions of any PSA.

07. When do I get my certification?

As soon as you pass the test. The last portion of the course is a quiz to test your retention and practical application. We want you to make it through this
course, so if you fail the first time we can work together to help fill in the missing knowledge for another attempt.

08. How do I register for my INCLUDED certification course?

Please email education@bmkcommunity.com to receive your discount coupon code. The program your company is enrolled in will determine the discount
amount.