Leads NOVO’s delivery operating system across service desk, project delivery, onboarding, resource planning, reporting, and service quality. Establishes scalable processes, governance, KPIs, dashboards, capacity planning, escalation management, and continuous improvement practices. Coordinates cross-functional teams, improves customer experience and delivery predictability, manages operational systems, and champions automation and AI adoption. Oversees budgeting, resource optimization, team leadership, and operational accountability in a managed technology services environment.

Own post-sale customer relationships across onboarding, adoption, business reviews, account health, retention, renewals, and expansion. Lead customer kickoffs, drive use of Microsoft, AI, security, cloud, compliance, and managed IT services, and identify risks and cross-sell opportunities. Maintain CRM and account records, represent customer needs internally, and coordinate with delivery and sales teams. Compensation includes uncapped commission tied to renewals and expansion.

Leads NOVO’s SMB sales strategy, revenue growth, sales team development, forecasting, pipeline discipline, and department budget. The player/coach will manage Account Executives, Customer Success, and Channel Account Management while personally closing opportunities during team expansion. Responsibilities include hiring, mentoring, major-deal negotiation, client relationship management, renewals, CRM reporting, cross-functional collaboration, and go-to-market planning. The role is expected to transition into full-time sales leadership as the team grows.