Nucleus Software

Account Executive

• Reporting to the VP, Growth; responsible for finding and closing new business.
• Proactively hunt for prospective Monthly Recurring Revenue (MRR) clients through calls, email outreach, networking, etc.
• Build and maintain a healthy sales funnel by identifying and engaging new business opportunities.
• Attend in-person meetings, events, and business development opportunities as needed to generate leads.
• Focus on closing net-new Managed Services clients with an emphasis on Monthly Recurring Revenue.

Operations

• Ensure the right staffing levels across every area of service delivery, including on-call coverage, and use KPIs to know exactly when it's time to open a requisition.
• Partner with People & Culture on recruiting, onboarding, professional development, performance management, and retention, so every hire lands in the right seat.
• Run weekly one-on-ones with Service Experience Managers and any other direct reports.
• Identify underperformance early and collaborate on fair, timely performance improvement plans with clear goals and timelines.
• Write and deliver annual performance reviews in collaboration with Service Experience Managers.
• Collaborate directly with the COO to set and drive organizational vision and operational strategy.
• Translate strategy into concrete goals, driving organization-wide goal setting, performance management, and annual operations planning.
• Work with the CTO to identify IT needs, set priorities, and build the roadmap that gets us there.
• Build workflows, process improvements, and tooling that make the whole department more efficient.
• Maintain day-to-day Support operations and drive continuous gains in response time, resolution time, and technician output.
• Assist Service Experience Managers in organizing regular Client Audits.
• Communicate directly with clients as needed, keeping them informed on incidents, upcoming changes, or planned outages.
• Maintain deep knowledge of the technology products and services relevant to our client base, working closely with the Growth Team.
• Participate in regular cross-functional meetings with the Support, Projects and Business Transformation teams.
• Ensure timesheets are accurate and approved on time across the Support department.
• Own Month-End Billing, making sure every dollar of revenue is captured and invoiced correctly.
• Review and approve the Monthly Overtime Report, always looking for smart ways to reduce spend.
• Keep client documentation and internal Nucleus procedures current and audit-ready.

Director of Operations

Manager

• Serve as the main point of contact for assigned clients, building strong relationships and acting as their advocate within Nucleus.
• Lead client onboarding and ensure seamless go-live experience.
• Proactively identify client needs and recommend solutions aligned with business goals.
• Handle day-to-day client requests including meetings, invoicing questions, and service escalations.
• Drive adoption of Nucleus standards and participate in the delivery of value through Technology Scorecards, routine audits, and other initiatives.
• Manage a team of technicians, providing coaching, mentorship, and performance feedback.
• Act as the technical escalation point for the team and ensure timely resolution of client issues.
• Monitor and report on key performance indicators (KPIs) such as ticket closures, Client Satisfaction (CSAT), response/resolution times, and utilization.
• Lead initiatives to improve service quality, standardization, and process adherence.