Welcome back to Pia Pal Highlight, our ongoing blog series shining a light on the people behind Pia. This series introduces you to the humans powering the platform, the thinkers, builders, and partners-in-the-trenches who help MSPs turn automation into real-world outcomes.
These are the people working alongside our partners every day to ensure Pia is not just implemented, but understood, adopted, and delivering measurable value where it matters most: the service desk.
Today, we’re featuring Nick Ricucci, Senior Partner Success Manager at Pia. With deep roots in the MSP world and a hands-on approach to partner success, Nick plays a key role in helping MSPs align strategy, adoption, and execution, from leadership conversations right through to day-to-day operations.
What’s your role at Pia, and what does a typical day look like for you?
NR: I’m a Senior Partner Success Manager. My role is to make sure Pia is understood and adopted from the top down and the bottom up, and that partners get real, measurable value from it. My days are a mix of partner calls, adoption and strategy sessions, and on-site visits. The on-site work is my favourite part because that’s where real alignment and momentum happen.
What’s something about your job at Pia that might surprise people?
NR: When people ask how long I’ve been with Pia, I usually say, “Even before Pia was a thing.” I’ve worked in the MSP industry my whole career, spent years with Virtual IT, the MSP that created Pia, and then joined Pia as we launched into market. That history gives me a deep understanding of both the product and the real-world MSP challenges it’s built to solve.
What’s been your favourite moment or win at Pia so far?
NR: Without a doubt, events. Being on-site, meeting partners face-to-face, and seeing them come to the Pia booth genuinely excited about the product. When partners are happy enough to offer on-the-spot testimonials, that’s incredibly gratifying. It’s a direct reflection of the hard work the team puts in every day.
4. What excites you most about the work Pia is doing right now (or where we’re headed)?
NR: We’re breaking down the technical barrier to automation. Pia is becoming something partners can truly customise and make their own, without needing deep scripting expertise. The automation hub is just the beginning. I can’t share too much yet, but what’s coming next is even bigger.
On top of that, the team and organisational changes since David Schwartz joined as CEO have been massive. My team in particular is incredibly aligned, supportive, and collaborative. That culture absolutely carries through to how we support our partners.
What do you enjoy doing outside of work when you’re not thinking about tech, partners, or tickets?
NR: I’m a husband to an amazing wife and a father of three beautiful little girls, so most of my time outside work is spent with my family. I also enjoy building a personal projects with my wife, which has been a really rewarding experience for both of us.
What’s a hobby, interest, or random skill you have that most people probably don’t know about?
NR: Two main things. First, AI. I remember trying ChatGPT back in 2022 and being completely blown away. It’s grown into a genuine passion. Second, reading. I read dozens of books every year across theology, personal development, business, and novels. It’s how I reset and keep learning.
If you had to describe your personality using only three words, what would they be?
NR: Driven. Curious. Direct.
What’s your go-to productivity hack or favorite tool that helps you get things done?
NR: AI, without question. I use multiple AI agents daily to cut down admin work, especially follow-ups, notes, and pricing. Tools like Copilot have saved me hours every week, which lets me focus on what I enjoy most: on-site visits, driving partner value, and supporting the team internally.
