NWN is the leading AI-driven IT services provider in North America, helping organizations such as Penn Medicine, The Kraft Group (owner of the New England Patriots), Eversource, Boston College, Plymouth Rock Assurance and others inject AI into their enterprises and help their employees thrive with new workplace automation. With over 6,000 CIO-level customers, NWN is taking business away from consulting giants due to deep AI expertise and focus on improving the employee experience. Pulse 2.0 interviewed NWN President and CEO Jim Sullivan to gain a deeper understanding of the company.
Jim Sullivan’s Background
What is Jim Sullivan’s background? Sullivan said:
“I’ve spent over three decades in the enterprise technology industry, founding and scaling both emerging and established companies for rapid global growth. My journey began at EMC Corporation, where I helped grow the business from $80 million to over $10 billion in annual global sales. Since then, I’ve held founding and executive roles at XIV (acquired by IBM), Actifio (acquired by Google), and now NWN where we partnered with American Securities in 2024. At each stop, I’ve focused on building high-performing teams, driving innovation, and delivering customer value.”
Formation Of The Company
How did the idea for the company come together? Sullivan shared:
“When I joined NWN six years ago, I saw an opportunity to transform a regional IT firm into top national services company focused on the most strategic areas of innovation and technology investments. We’ve since focused the company as an AI-powered technology solutions provider, serving over 6,000 public and private sector organizations across North America. Today, NWN is over $1B+ in revenue business with more than 1000 employees and a reputation for innovation, growth, and culture.”
Favorite Memory
What has been your favorite memory working for the company so far? Sullivan reflected;
“There’s nothing more rewarding than seeing our team recognized for their hard work. Being named a “Best Place to Work” and one of the “Fastest Growing Companies” on the INC5000 list are proud moments. But what stands out most are the stories from our customers—how our solutions have helped them modernize, stay secure, and serve their communities better.”
Core Products
What are the company’s core products or services and features? Sullivan explained:
“NWN delivers integrated cloud offerings, AI-enabled contact centers, communications, cybersecurity, managed devices, visual collaboration, and intelligent infrastructure solutions. All of this is unified through our proprietary Experience Management Platform (EMP), which simplifies IT operations, enhances user experience, and drives measurable business outcomes—especially in-office and across distributed work environments.”
Challenges Faced
What challenges have Sullivan and the team face in building the company? Sullivan acknowledged:
“One of the biggest challenges has been helping organizations navigate the shift from fully remote to hybrid and back-to-office environments. This transition has required a rethinking of how technology supports both employee engagement and customer experience.”
“At NWN, we’ve responded by enhancing our AI-powered Experience Management Platform (EMP) to deliver smarter, more personalized, and more secure workplace solutions. Whether it’s optimizing meeting room usage, improving service desk responsiveness, or enabling seamless collaboration across locations, our platform helps organizations create environments where people can thrive—regardless of where they work.”
“By leveraging AI and automation, we’re not just solving IT problems—we’re driving better business outcomes, improving employee satisfaction, and helping our customers deliver exceptional service to their own stakeholders.”
Evolution Of The Company’s Technology
How has the company’s technology evolved since launching? Sullivan noted:
“We’ve evolved from a traditional IT provider into a platform-based, AI-driven full-stack IT solutions company. Our technology services now include advanced analytics, automation, and cloud-native capabilities that help customers modernize faster and operate more efficiently. The EMP platform is central to this transformation.”
Significant Milestones
What have been some of the company’s most significant milestones? Sullivan cited:
“In addition to surpassing $1 billion in revenue and expanding nationally, we’ve completed several strategic acquisitions, including Carousel Industries, Leverage Information Systems and InterVision Systems, to deepen our federal and commercial capabilities. We’ve also been recognized by industry leaders and publications, including:
— 2025 Comparably Awards: Best Leadership, Best Sales, Best Career Growth
— CRN: 2025 MSP 500, Tech Elite 250, Triple Crown Winner
— USA Today: Top Workplaces
— Intel: Partner of the Year for Community Impact
Customer Success Stories
When asking Sullivan about customer success stories, he highlighted:
“We’ve helped state governments modernize emergency response systems, enabled school districts to deliver secure remote learning, and supported healthcare providers with resilient, scalable infrastructure. Each success story reflects our commitment to delivering real-world outcomes through technology.”
Revenue
When asking Sullivan about revenue and funding details, he revealed:
“We’re proud to be a $1B+ high-growth organization, with high-recurring revenue and backlog performance that’s delivering strong financial performance and a growing customer base. Our growth has been both organic and strategic, supported by a clear vision, disciplined execution, and the backing of American Securities, our private equity partner.”
Total Addressable Market
What total addressable market (TAM) size is the company pursuing? Sullivan assessed:
“We’re targeting a TAM of $1.9 trillion across AI-powered services, including cloud communications, networking, cybersecurity, and digital workplace solutions. The demand for integrated, intelligent platforms continues to grow, and NWN is well-positioned to lead.”
Differentiation From The Competition
What differentiates the company from its competition? Sullivan affirmed:
“Our people, platform, and purpose. We combine deep industry expertise with a unified technology platform and a customer-first mindset. Our culture of innovation, accountability, and mission-driven service sets us apart in a crowded market. We measure this by our Employee NPS at an 82 and our Customer NPS score of 81”
Future Company Goals
What are some of the company’s future goals? Sullivan emphasized:
“We aim to expand our AI capabilities, deepen our vertical market expertise—especially in federal, SLED, and healthcare—and continue growing both organically and through strategic partnerships. Our mission is to be the most trusted technology partner for hybrid work.”
Additional Thoughts
Any other topics you would like to discuss? Sullivan concluded:
“I’d like to highlight the importance of culture. At NWN, we believe that a strong, inclusive, and mission-driven culture is the foundation of long-term success. It’s what fuels our innovation and keeps us aligned with our customers’ needs.”
