What do you get when brilliant minds join forces?TSIA Advisory Boards.
Refining Research
Advisory Board Members contribute to refining TSIA's research initiatives by sharing their major challenges and reviewing our latest benchmarks.
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STAR Awards
Through their work with the TSIA STAR Awards, Advisory Board members aid us in recognizing and rewarding professional excellence.
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Events
Acting as community leaders, TSIA Advisory Board members present their work at TSIA World conferences.
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AI & Analytics Operations Advisory Board
Amit Sawhney
Amit Sawhney is the Senior Vice President of Services, Enterprise AI & Data. Amit is responsible for executing the strategy and roadmap for internal AI solutions, developing and deploying enterprise AI platforms, and helping define pan-Dell data strategy to enable trusted, high-quality data.
Since joining Dell Technologies in 2010, Amit has held progressive global leadership roles across Services and Product Groups. An inventor with multiple AI patents, Amit combines deep technical expertise with business strategy to translate emerging technologies into scalable, high impact solutions. Under his leadership, Dell Technologies Services implemented AI-enabled solutions that improved speed to execution, customer experience and scalability, supporting 250M+ assets globally. He is widely recognized as a forward-looking leader who shapes Dell’s AI agenda today and envisions how the company will lead in the AI-driven future of enterprise technology.
Amit holds a Bachelor of Science in Engineering from India, a Master of Science in Engineering from the University of Massachusetts, and MBA from The University of Tennessee.
Bala Rajaraman
Bala Rajaraman is an IBM Fellow and VP in IBM Infrastructure focusing on Technology Lifecycle Services. His responsibilities include strategy and development of AI-based solutions for large scale support and services offerings and delivery processes. Over his career, he has contributed to IBM’s hybrid cloud strategy and development, Kubernetes container platforms, systems management, DevOps, IBM z, and enterprise middleware. His areas of professional interest include cloud computing, automation, networking, systems performance, and availability/resiliency of large systems and holds 25 +patents in these areas. He received a Ph.D. in Computer Engineering from Clemson University and a MS in computer engineering from Drexel University.
Brian Galloway
Brian Galloway is the Director of Operations for the Support team at Saviynt, where he leads the strategic alignment of operations with Saviynt’s broader business goals through advanced analytics and operational frameworks. With 18 years of experience, Brian is a recognized leader in leveraging data to drive decision-making and efficiency. He brings a systems-first mindset to the intersection of AI and support, focusing on how intelligent automation and deep data insights can transform traditional support models into proactive, value-generating engines.
Having helped lead a two-time TSIA STAR-recognized support organization, Brian has a proven track record of operationalizing analytics to achieve critical business outcomes. During his tenure at Automation Anywhere, he led the Analytics team and spearheaded data-driven initiatives that reduced customer escalations by 77% and increased CSAT by 14%. His work in digital transformation and support portal innovation earned "Best Support Website" honors. Brian’s expertise spans implementing scalable quality management systems and integrating complex tool stacks.
Chris Apgar
Chris Apgar is Head of Adoption Data and AI within the Global Customer Success organization at Siemens Digital Industries Software. His career has spanned knowledge management, user experience, customer experience, customer success, and customer data and AI, with a consistent focus on helping organizations better understand and serve their customers.Chris is passionate about building new capabilities that bridge human needs and technology, helping organizations modernize processes, navigate change, and realize the value of digital transformation. Outside of work, he enjoys music, skiing, and exploring the Pacific Northwest with his family.
Chris Paxton
BioAs Senior Director of Customer Success Operations at Helix, Chris leads the technology, data, and AI strategy driving operational excellence across post-sales motions. He spearheads a cross-functional AI task force and leads the effort to modernize the Customer Success application and analytics tech stack.Prior to joining Helix, Chris led operational transformation for PS, CS, and Education teams at Tableau, Salesforce, BMC, and Vendavo. Chris brings a rare combination of hands-on execution and enterprise-level vision to conversations on services transformation, analytics, enterprise growth, and AI-enabled operating models.Chris holds Bachelor's degrees in Chemical Engineering and Economics from Rice University and an MBA from the University of Texas at Austin. He resides in Austin, Texas.
Cory Carrigan
Cory Carrigan is SVP of Operational Excellence at FinThrive, leading enterprise programs that apply AI, analytics, and automation to increase speed and value across the organization. He champions responsible adoption of AI‑enabled tools focused on driving measurable improvement to operational effectiveness. Cory brings practitioner depth in modernizing operations and advancing the way we work using the latest technologies. He joins TSIA’s AI & Analytics Operations Advisory Board to contribute real‑world lessons from healthcare technology and services, including automation initiatives and data‑driven operating models.
Deepu Sumam
Deepu Sumam serves as the Head of Analytics, Insights, Agentic AI & Platform Engineering for Adobe’s Customer Solutions business. In this role, he orchestrates a powerhouse global organization of 150+ professionals across the Americas, EMEA, and Asia. Deepu is the chief architect of Adobe’s Digital Experience 'Intelligent Front Door' strategy, a visionary initiative that harnesses Agentic AI and predictive analytics to revolutionize the customer value journey. By bridging the gap between complex data and high-velocity business outcomes, his team ensures that innovation isn't just a buzzword, but a tangible driver of operational efficiency and global scale.
About Deepu:
A strategist at the intersection of data science and business transformation, Deepu is a recognized leader in operationalizing AI for the modern enterprise. He is a frequent voice in industry dialogues regarding Value Engineering and AI profitability, dedicated to shaping the future of Agentic services.
Deepu’s obsession with high-performance systems extends far beyond the office. Based in the Austin, Texas area, he is a dedicated enthusiast of cutting-edge automotive technology and the EV revolution, often following the latest in engineering and design. Whether he is keeping pace with professional sports, or exploring new horizons with his family, Deepu brings the same "full-throttle" energy to his personal life as he does to Adobe’s Digital Experience AI transformation.
Gabriel Lopes
Gabriel Lopes is SVP and Head of AI Transformation at Nasdaq, where he works on applying AI to improve how client-facing organizations operate at scale. His focus is on modernizing operating models, improving execution, and helping teams use AI in practical ways that drive better client outcomes and stronger business performance. He also focuses on creating new revenue streams and service offerings by turning AI, automation, and delivery innovation into scalable client solutions.
Previously, Gabriel led large global services organizations at Nasdaq, Adenza, and Calypso Technology, with responsibility for major P&Ls, operating model transformation, and enterprise delivery. Across more than 20 years in fintech, capital markets, and regulatory technology, he has built and scaled teams, improved delivery performance, and helped businesses grow more efficiently.
Gabriel holds an MSc (with Distinction) from The University of Salford, executive education at the University of Cambridge, and various business professional certifications in leadership, project management, and capital markets, including ILM Level 7 (Leadership and Management), PMP, and ANBIMA CPA-20 (financial markets, investment products, and portfolio management).
Jochen Jaser
Jochen Jaser is a seasoned technology executive with more than 25 years of experience leading digital transformation across enterprise software, financial services, and regulatory technology. As CIO of SUSE, he leads the global IT organization and is driving an ambitious AI strategy, including the deployment of AI agents at scale and the establishment of an enterprise AI acceleration framework to reshape how IT delivers value.Throughout his career, Jochen has held C-level positions across global technology companies, serving as CIO and Management Board member at HRS Group, CEO and Chairman at Matrix42, and CTO at BearingPoint. He has consistently transformed organizations — scaling companies from local to global, modernizing enterprise platforms, and building high-performing technology teams across Europe and beyond. Jochen is a strong advocate for the practical application of AI in enterprise IT and believes that agentic AI will fundamentally redefine service delivery, operations, and the role of the CIO. He is focused on turning that vision into measurable business outcomes.
Joe Trimarco
Joe Trimarco brings over two decades of enterprise operations leadership to his role as Vice President, Subscription Services Operations at Infor, where he oversees global subscription operations governance with a focus on optimizing customer retention, streamlining renewal processes, and driving operational excellence. With deep expertise in customer lifecycle management and a proven ability to align cross-functional teams, he offers a pragmatic perspective on how analytics can enhance operational agility, elevate customer experience, and improve revenue predictability. This approach helps shape industry best practices for data-driven renewal strategies and intelligent automation.
Justin Bruce
Justin Bruce is Director of AI Transformation at Tyler Technologies, where he leads AI transformation and delivery within the Tyler Artificial Intelligence Organization and reports to the Chief AI Officer. Internally, his team turns AI capability into adoption across Tyler's divisions through the AI maturity model divisions use to measure where they stand, an acceleration program run jointly with Tyler's technology organization, and a cross-divisional network of champions and practitioners. For clients, he leads AI delivery and consulting for government agencies so that the products land inside live operations rather than beside them.Justin came to the role after leading client services globally for Tyler's Data and Insights division, where he carried a client success portfolio of roughly $60M at a 3 percent churn rate and led a team that advised more than 40 government agencies on transparency, analysis, and performance management. He is now codifying how Tyler runs AI-driven process transformation, built on a Lean Six Sigma foundation with Prosci-aligned change management and Tyler AI engineering on top.Before Tyler, Justin served as Director of Innovation and Performance for the City of Jackson, Mississippi, where the city launched its first transparency portal and partnered with Bloomberg Philanthropies through What Works Cities. He has taught graduate data analytics at the University of Nevada, Las Vegas, and holds an MBA from Western Governors University, a PMP, a Six Sigma Champion certification, and a Lean Six Sigma Black Belt.
Kevin Cox
Kevin Cox is Vice President of Customer Solutions at Silverfort, where he built and leads the global post-sales organization responsible for technical onboarding and professional services delivery for Silverfort’s Enterprise and Strategic customer segments. Kevin established the Customer Solutions function when he joined Silverfort in 2023, developing the team, methodology, and operational frameworks that now support customers across the Americas, EMEA, and APJ regions.
His team’s work centers on accelerating time-to-value for enterprise organizations using Silverfort’s identity security in high-stakes, technically complex environments where effective onboarding directly impacts both security posture and business outcomes.
Kevin is currently applying AI to optimize his team’s delivery model, developing tooling that automates structured deployment analysis, saving time while proactively surfacing risks embedded in the customer’s identity infrastructure. This work reflects his broader philosophy: that AI-powered operations should not only drive team efficiency but position the services organization as a proactive partner in helping customers realize the full value of their technology investments.
With more than 20 years of technical leadership across cybersecurity and enterprise technology, Kevin has spent the last decade building pre-sales and post-sales solutions functions at Silverfort, Onna (acquired), and Dropbox, where he led the North America Solutions Architect team supporting enterprise sales.
Kevin holds a Bachelor of Business Administration in Management Information Systems from Texas A&M University. He is based in Austin, Texas.
Marc-Antoine de Santis
Marc-Antoine de Santis is Senior Director of Global Engineering and Learning Solutions at Ciena, where he leads initiatives at the intersection of network engineering, artificial intelligence, and robotic process automation. With more than 25 years of experience in telecommunications, he focuses on transforming how global telecommunication networks are built, managed, and evolved.
In his current role, Marc-Antoine oversees intelligent automation, service architecture, AI-assisted network transformation, and human-machine teaming and skills enablement. He guides global teams in designing autonomous service delivery frameworks and executing complex network modernization programs using AI, predictive analytics, and robotic process automation.
Marc-Antoine has held leadership roles at Bell Canada, AT&T, Verizon, Embratel, BT, and Nortel, where he led large-scale network transformation and migration initiatives across global telecommunications environments. He holds a Bachelor of Science in Physics from the Université de Montréal.
Melissa Solis
Melissa Solis is Chief Executive Officer of Inbenta AI, leading strategy, operations, and customer success to accelerate sustainable growth and innovation. She brings multi-sector leadership across fintech and technology-enabled services, previously heading GIACT, a Refinitiv company, and serving as CEO Partner at Tritium Partners. Melissa serves on the board of Patrol Stories and formerly on the board of Tech Titans. She is known for building high-performing teams, scaling go-to-market disciplines, and fostering purpose-driven cultures. Based in Allen, Texas, Melissa partners closely with customers and investors to deliver measurable outcomes.
Michael Baum
Michael Baum is the Director of Customer Experience Operations at Alteryx, where he leads global teams responsible for building the systems, processes, insights, and cross-functional rhythm that power the company’s customer experience organization. With over a decade of post-sales experience, Michael brings a systems-first mindset to operational leadership and is recognized for translating complexity into clarity, turning fragmented inputs into coherent, scalable solutions that align customer value with business performance.
A key force behind enterprise AI innovation at Alteryx, Michael has spearheaded initiatives that modernize operations, elevate decision-making, and unlock new levels of customer experience. He also led the digital transformation of the Customer Support organization, introducing scalable self-service capabilities that strengthened customer empowerment and improved operational efficiency.
Michael holds a bachelor’s degree in Management Information Systems from California State University, San Marcos, and resides in Denver, Colorado, with his family.
Nagesh Pillarisetti
Nagesh Pillarisetti is a strategic technology leader with over 25 years of experience in driving business growth through innovative technology implementations. He has a proven track record of success, particularly in the realm of artificial intelligence and automation. He has led cross-functional teams and served as a trusted advisor, translating complex technical concepts into tangible business value.
As a Senior Director at Motorola Solutions Inc., he led the AI transformation effort within Global Services operations architecting and enabling cutting-edge Virtual Agent and Smart Agent technologies. His work on developing a customer self-service strategy led to a significant increase in Case deflections.
Nagesh holds an Executive MBA from the Kellogg School of Management at Northwestern University and an MS in Information Systems from Oklahoma City University. He is an expert in business transformations, AI and automation technology, cloud technologies, and cybersecurity.
Nicolas Tobis
Nicolas Tobis is Vice President of Data & Generative AI at Relias, where he leads enterprise-wide data and AI strategy and oversees a 30-person department spanning data science, engineering, governance, and architecture. With more than a decade of leadership experience at Bertelsmann Education Group, Nicolas has driven AI-powered product innovation, executed $1B+ in M&A, and shaped global strategy as a member of Bertelsmann’s Tech & Data Advisory Board. He holds an MSc in Computing Science from Imperial College London, a BSc from Rotterdam School of Management, and actively mentors aspiring technologists through The Knowledge House in New York.
Oliver Salza
Oliver is a Strategy & Operations Executive with over 17 years of experience at SAP with a focus on the services business and its impact on software adoption & consumption.
Starting his career with SAP in Germany he has held various leadership roles supporting both North America and Latin America and has also served as an Executive Board Assistant. Currently Oliver serves as Global Head of Operations for both SAP’s Customer Engagement & Adoption and SAP’s Customer Innovation Services Organizations.
Oliver holds an undergraduate degree in business administration from Baden-Wuerttemberg Cooperative State University in Mannheim, and an MBA from Northwestern University – Kellogg School of Management. In addition, Oliver recently completed an Executive Diploma in Artificial Intelligence for Business at the University of Oxford.
Pattabhi Raman
Pattabhi Raman is Vice President of Digital Experience at Salesforce (formerly Informatica), where he leads the design and scale of an AI-native operating model that powers customer, partner, and employee experiences across the post-sales lifecycle — Customer Support, Success, Education, Services, and Renewals. Over two decades at Informatica, spanning its evolution into Salesforce, Pattabhi has built and led cross-functional teams across Digital Customer Success, Data Science, Content Strategy, and CS Engineering, consistently translating emerging technology into measurable business outcomes for a global ecosystem of customers and partners.
Pattabhi’s work sits at the intersection of AI innovation and customer experience transformation — reimagining how digital-first, intelligent systems can anticipate customer needs, remove friction, and unlock value at scale. Under his leadership, the Digital Experience organization has earned some of the industry’s highest honors, including multiple TSIA Excellence Awards in unassisted service, Star awards for innovation in CS, Renewals and Support categories, induction into the TSIA Hall of Fame, a JD Power Excellence Award, and Stevie Awards. This recognition reflects both the rigor and the ambition of his approach to digital transformation.
A regular speaker at the TSIA conference and other industry events, Pattabhi is a recognized voice in the technology and services community, bringing a rare combination of technical depth and strategic vision: a computer science foundation from India paired with two decades of hands-on leadership building AI-driven operating models at enterprise scale. He is passionate about helping organizations navigate the shift to agentic, AI-first customer engagement — and about mentoring the next generation of leaders building that future.
Pattabhi lives in Toronto, Canada, with his wife, Srisooktha, and their three daughters.
Raju Malhotra
Raju Malhotra is the Chief Product and Technology Officer at Certinia, where he leads the company’s product strategy, engineering, and technology innovation. With a distinguished career spanning high-growth startups and global public enterprises, Raju is a seasoned leader in the B2B SaaS and cloud computing sectors.
Before joining Certinia, Raju served as CPTO at PAR Technology, a role he assumed following the acquisition of the Bay Area startup Punchh. His extensive leadership background also includes serving as Senior Vice President and General Manager for Marketing Cloud at Salesforce, acting as CPTO for a private equity portfolio company, and spending 12 years in various leadership capacities at Microsoft.
Raju holds an undergraduate degree in Computer Engineering from the National Institute of Technology, Kurukshetra, and an MBA from the Wharton School of the University of Pennsylvania.
Rama Kolappan
Rama is the Vice President of HPE’s Customer Experience and Operations (CXO) organization, where he leads innovative AI, digital, and automation initiatives to enhance the end-to-end customer journey - spanning configure-price-quote, order management, returns, order status, invoicing, partner compensation, support and services, and renewals. Additionally, he drives the Services platform, delivering self-service capabilities, AI-powered virtual agents built on agentic architecture, advanced knowledge management, and enhanced search functionalities that serve over 1 million enterprise users.
Previously, Rama served as the Chief Product Officer and EVP at Faction, a multi-cloud data services start-up. Before that, he was General Manager and Global Vice President at Cisco, where he transformed the customer experience portfolio by launching a next-generation CX cloud SaaS platform. His career also includes leadership roles at Dell (VP & GM), Veritas (Product & Go-to-Market), Commvault (GM), and Intel (Product Leadership).
Rama holds an MBA from UC Berkeley and a master’s degree in electrical engineering from UT Arlington. He has earned multiple cloud certifications from AWS and advanced AI certifications from MIT.
Richard Gariépy
Richard Gariepy is a seasoned IT and managed services executive with over 26 years of experience in infrastructure management, consulting, and global managed services delivery. He currently serves as Senior Director of Managed Services at Compugen, where he leads service excellence and operational transformation across complex enterprise environments, and as Chief Technology Officer of the Ae Trade Group, supporting digital platforms that promote intra‑African SMB trade and economic growth.
A recognized leader in managed services since 2006, Richard has advised and delivered solutions for more than 371 organizations worldwide, spanning SMBs to large enterprises. His expertise includes managed services operations, infrastructure and cloud platforms, cybersecurity, analytics, and emerging technologies, with a strong focus on business‑driven IT transformation.
Richard is also a2026 Doctor of Management candidate at the International American University of Los Angeles, where his research focuses on organizational and operational transformation in IT service organizations. He brings a pragmatic, research‑informed perspective to AI, analytics, and service innovation.
Rob Edmondson
As Chief Customer Officer, Rob oversees Ironclad’s Customer Outcomes organization, focused on driving value at every stage of the customer lifecycle. He brings more than 25 years of software industry experience, having led teams in pre-sales, customer success, professional services, and CRM at companies ranging from Oracle, Zendesk and AI startup Cresta. A U.S. Military Academy graduate and former Army officer, Rob is committed to cultivating diverse, high-impact teams that deliver meaningful results for customers.
Robert Kaloustian
As EVP and Chief Customer OAicer, Rob leads the company’s Hyland Post-Sales organization. With over 25 years of industry experience, he has led large, global technical teams across sales engineering, services, support, renewals, and customer success. Prior to Hyland, Rob was the SVP of Global Solutions Engineering at Cloudera. Rob was Chief Customer OAicer of BigCommerce, responsible for all aspects of customer success, account management, professional services, renewals, process excellence, learning and organizational development, and workforce planning and community. Prior to BigCommerce, Rob spent 20 years at Commvault in a variety of roles scaling the company from $20M to $700M+ in revenue. His most recent role, at Commvault, was GM And SVP of Metallic, where he developed, implemented and ran all aspects of Commvault’s first SaaS business, achieving $10M in ARR in the first 12 months after launch. Prior building Metallic, Rob led a team of over 1000+ global sales engineering, services, support, and customer success people. Prior to Commvault, Rob was in both techncial sales leadership and product development for MTI, a RAID storage company, where he helped launch six generations of RAID subsystems. Additionally, Rob is a veteran of the United States Marine Corps, where he last served as a Captain. Rob holds an MA in Business from Webster University, and a Bachelor’s degree in Electrical Engineering from University of Illinois at Chicago. He is a recent transplant to Austin, Texas, where he currently lives with his wife, Melanie, and three of his four children.
Sachin Nadkarni
Sachin is a Digital Transformation Lead and Director at RSM US LLP, where he spearheads the integration of AI-enabled frameworks to drive enterprise growth. With over 20 years of experience across global organizations including Bayer, Maersk, and Capgemini, Sachin specializes in bridging the gap between complex data ecosystems and actionable business outcomes.
Throughout his career, he has successfully managed global digital investment portfolios and led large-scale business process transformations that leverage AI, machine learning, and automation to enhance customer engagement. At RSM, he focuses on fostering digital mindsets and delivering scalable solutions.
Sachin holds an MBA degree in Marketing and Finance. He is a certified Scrum Master and Green Belt.
Shaun Martin
Shaun Martin is a seasoned Customer Success Operations leader with a proven track record of driving operational excellence, scaling post‑sales organizations, and elevating customer value across global enterprise environments. As Sr. Director of Customer Success Strategy and Operations at Netradyne, Shaun plays a pivotal role in shaping the customer experience strategy, operational frameworks, and cross‑functional alignment that support the company’s mission of delivering industry‑leading fleet safety technology. His leadership has been instrumental in orchestrating multiple CS initiatives, optimizing existing processes through firstly the digital led and now AI driven motions, modernizing CS tooling and analytics, and enabling teams to deliver measurable business impact.
With a career spanning more than two decades, Shaun brings deep expertise from high‑growth SaaS and technology organizations including Apptio, Databricks, Red Hat, TIBCO, i2, and eLoyalty. His background covers global services operations, digital CS transformation, scalable process design, and data‑driven customer lifecycle management. He is widely recognized for his collaborative leadership style, ability to align senior stakeholders, and passion for building high‑performing CS Ops functions that unlock customer satisfaction, retention, and long‑term value. As well as being accepted to this TSIA board, Shaun is part of Gainsight's 2026 CS Ops Product Council and is a member of a couple of their Product Advisory Boards.
Sonal Negi
Sonal Negi is Vice President of Business Analytics & AI in Customer Success at Salesforce, where she leads enterprise AI and analytics strategy across business functions. With 20+ years of experience in technology, product strategy, and transformation leadership, she focuses on operationalizing AI to deliver measurable business value and customer outcomes.
Within Customer Success, Sonal designed the AI-powered analytics ecosystem behind Agentforce Customer Zero, a digital service agent deployed on Salesforce’s Help Portal. She pioneered a governed analytics framework to evaluate AI agent performance using enterprise-grade metrics and proprietary models that measure relevance, resolution quality, escalation risk, sentiment, and case deflection.
Her teams also embedded AI across the customer lifecycle by building predictive renewal attrition models, adoption-risk signals, and clustering algorithms to identify top support drivers, influencing product strategy and improving retention. Sonal’s leadership is grounded in courage, authenticity, and gratitude, with a strong commitment to responsible, governed, and cross-functional AI transformation.
Tarun Arora
Tarun Arora is the Vice President of Business Operations at F5, where he is leading the AI-driven operational transformation and oversees analytics for Renewals and Customer Success. He previously served as VP of Business Operations at Surge AI, focusing on scaling data operations and strategic relationships with frontier AI labs.
Tarun’s background includes 13 years at Google in various leadership roles within Strategy, Operations, and Business Transformation. During his tenure, he led major strategic pivots for Google Search, drove programs for the Gemini and Commerce product areas, and scaled efficiencies through analytics for customer support and people ops functions. Earlier in his career, he was an Engagement Manager at McKinsey & Company and a Leadership Development Program graduate at Citigroup.
He holds an MBA from the Kellogg School of Management and bachelor’s degrees in computer science and economics from the University of Rochester.
Vito Calabretta
Vito knows that when it comes to architecting solutions to complex problems, mobilizing the team is the first step toward a successful result. He makes customer satisfaction his top priority and achieves it through strong service delivery with every engagement. Vito joined Tecsys in 2017 and helps customers build strong project teams while developing individual skillsets related to Tecsys solutions. He’s honed this valuable skill after years of coaching his kids’ hockey team, always encouraging the drive to win while building resilience and life-long learning.
Vito is a seasoned business leader with extensive experience in partnering with customers to shape and deliver supply chain and ERP solutions across a variety of industries. Prior to joining Tecsys, he spent more than 26 years at Accenture, where he was the managing director of the Montreal office. In this role he grew, managed, coached, and deployed a 400-person workforce and significantly grew the office’s client base.
AI & Digital Customer Journeys Advisory Board
Addy Burry
As Senior Director of Customer Experience at Motorola Solutions, Addy has spent more than a decade at the forefront of customer success and digital experience. Her core philosophy is simple: exceptional customer experiences are a direct result of efficient and effective operations.
Adrian Novik
Adrian Novik is a distinguished global executive and product leader with a demonstrated track record of steering business transformation and delivering substantial growth across the high-technology sector. With comprehensive experience in general management, P&L oversight, and strategic planning, he has successfully led multicultural and cross-functional teams across the Americas, Asia, and Europe.
A leader in digital transformation, Adrian has designed and implemented strategic frameworks that have driven significant growth. At Zebra Technologies, he spearheaded the launch of a new AI-powered Sales and Channel enablement service, a key digital initiative that generated US$10M in additional business. His strategic shift towards a "Device-as-a-Service" model at Motorola Solutions, which secured a major contract with the US Navy, exemplifies his ability to transform traditional business models into recurring revenue streams.
Throughout his career, Adrian has demonstrated a proven ability to manage large-scale, complex portfolios and drive innovation. While at HERE Technologies, he was responsible for a US$900M+ location content portfolio and created an innovation pipeline that generated over US$300M in new business opportunities. He played a pivotal role in the €2.6B acquisition by a consortium of BMW, VW, and Daimler, a landmark deal at the intersection of automotive and digital technology, underscoring his influence on the industry's digital evolution.
Adrian’s expertise is backed by a strong academic foundation, including a Master of Business Administration (MBA) from The University of Chicago Booth School of Business and a Master in Product Design and Development from Northwestern University. He is also fluent in Spanish and Portuguese, underscoring his capabilities in international business environments.
Allison Brotman
Allison Brotman is Vice President of Customer Experience Intelligence at UKG, where she leads the enterprise customer strategy and serves as the executive champion for the end-to-end customer journey across a global SaaS platform. Her work focuses on how organizations design, scale, and continuously evolve customer experiences in increasingly digital, data-informed environments.
Allison brings a systems-level approach to customer experience, aligning people, processes, and technology around critical moments of truth. She is known for translating customer signals and journey insights into strategic direction that informs experience design, operational priorities, and long-term innovation.
With more than a decade of experience in enterprise B2B software, Allison is a CX thought leader and change agent who helps organizations balance intelligent automation with human-centered experiences that build trust, advocacy, and lasting customer value.
Amy King
As the Chief Marketing Officer at Relias, Amy is dedicated to leading a team focused on expanding Relias’ customer solutions and leading transformation initiatives that deliver value while motivating employees. From AI adoption to personalized experiences, Amy enjoys fostering change-forward cultures equipped to deliver measurable growth outcomes.
Prior to joining Relias in 2021, Amy held leadership roles at Vanguard Software, Zaloni, and MaxPoint (now Vericast), where she specialized in transformational growth and building innovative teams dedicated to high-performing, data-driven marketing operations for SaaS products.
Amy holds a B.A. from Davidson College and a Master’s in Art History from University of North Carolina – Chapel Hill.
Andrea Shome
Andrea Shome is a strategic analytics leader with over 13 years of experience architecting data-driven analytical frameworks across the public and commercial sectors. As Director of Data Science and Analytics at Elastic, she leads cross-functional initiatives across Data Science and Analytics to deliver scalable data products that improve the customer experience and streamline Revenue Operations. By aligning data strategy with GenAI and predictive modeling projects, Andrea focuses on building sustainable, intelligent solutions that enhance Go-To-Market outcomes.
Previously, Andrea held roles at Amazon Web Services (AWS), Tableau, and Deloitte, where she specialized in scaling global analytics capabilities and driving operational efficiency. She holds an M.S. and B.S. in Industrial and Systems Engineering from Virginia Tech. Andrea is eager to leverage her background in predictive intelligence and scalable data architecture to contribute to TSIA’s mission of defining the next generation of customer success best practices through the lens of intelligent technology.
August Specht
August Specht joined Agilent in June 2025 and is a seasoned leader with over 25 years of experience in the design, development, and marketing of analytical instruments, software, and consumables that drive scientific innovation globally. His career reflects a deep understanding of the evolving needs of the scientific community and a strong commitment to delivering cutting-edge solutions that empower customers to advance great science.
Before joining Agilent Technologies, August served as Vice President of Global R&D for the Chromatography and Mass Spectrometry Division at Thermo Fisher Scientific, where he led international teams and spearheaded key product innovations. His extensive career includes leadership roles in R&D, product management, strategy, and business development at both Thermo Fisher Scientific and Varian Instruments.
August holds a Bachelor of Science (Honors) in Chemistry from Queen’s University in Canada, a Ph.D. in Analytical Chemistry from the University of British Columbia, and an MBA from the University of California, Berkeley.
Bernard Slowey
As the leader of Salesforce’s Digital Customer Success organization, I am dedicated to driving customer success at scale and empowering our customers to achieve exceptional business outcomes. Currently spearheading our rollout of Agentforce, a transformative initiative leveraging AI and automation to revolutionize customer engagement. I am deeply passionate about reshaping the customer experience through innovative solutions that deliver unparalleled value. With over 25 years of experience leading complex transformations in multicultural environments, I have built a proven track record of operational excellence and customer-centric innovation. Before joining Salesforce, I led GitHub’s Digital Customer Success & Support organization, championing its digital transformation, and spent 14 years at Microsoft in pivotal leadership roles, including Head of Windows Global Support, overseeing operations across 132 countries and a team of 3,000 engineers. Building exceptional teams and cultivating a culture of empowerment are cornerstones of my leadership approach, fostering environments where people thrive, collaborate, and reach their highest potential. Throughout my career, I have honed deep expertise in digital transformation, customer success, and support operations—demonstrating how technology can elevate customer experiences, strengthen loyalty, and drive meaningful business impact.
Carlos Gutierrez
Carlos Gutierrez serves as Vice President of Customer Operations at Hyland, where he leads the strategy and operations for all post-sales functions. His scope includes the global PMO, business intelligence and analytics, enablement, technology strategy, voice of the customer, and the end-to-end digital customer experience. In this role, Carlos focuses on aligning operational excellence with customer outcomes to drive scalability, satisfaction, and long-term value. Prior to joining Hyland, Carlos built a 24-year career in senior leadership roles at Dell Technologies, BMC Software, and Sesami. He has led global Customer Success, Support, Professional Services, Renewals, and Operations organizations across multiple industries. His experience includes building Customer Success Management organizations from the ground up, transforming Customer Support through AI, automation, and self-service technologies, and delivering measurable improvements in gross and net retention, CSAT, and NPS. Known for developing high-performing global teams, Carlos fosters cultures centered on innovation, engagement, customer-centric thinking, and operational rigor. His leadership has consistently contributed to improved profitability, sustainable growth, and stronger customer relationships. Carlos holds an MBA from The University of Texas at Austin and resides in Austin, Texas.
Charli Rogers
Charli Rogers is Chief Customer Officer at Botify, where she leads global customer success and experience for enterprise brands navigating the evolving search ecosystem. With more than 20 years’ leadership in marketing technology and SaaS, Charli has deep expertise in building and scaling high-performance teams that drive customer value and business outcomes. Her career spans senior roles at Botify, Yext, and Adobe, with a focus on customer-first engagement, strategic alignment and growth. Charli is passionate about helping organisations harness technology to transform customer experiences and deliver measurable success.
Craig Ballard
As a leader of Certinia’s Customer Operations organization—focusing on Operations, the Customer Journey, Practice & Portfolio, CRM Analytics, and the Partner Center of Excellence—I am dedicated to architecting high-growth operational engines that scale our portfolio through the strategic integration of AI and financial rigor. Currently spearheading the evolution of our technology infrastructure, I leverage AI-driven insights to automate workflows and elevate the customer journey across every touchpoint. I am deeply passionate about the intersection of human-centric service and digital efficiency, reconciling ambitious growth objectives with a disciplined operational approach to deliver unparalleled value and maximize net revenue retention.With over 25 years of experience leading complex post-sales transformations, I have built a proven track record of optimizing the entire customer lifecycle—from Professional Services and Support to Renewals and Success. My career has been defined by the challenge of transforming traditional service models into modern, data-driven engines. Before joining Certinia, I spent over two decades at PTC in various pivotal leadership roles, including Vice President of Operations for Sales & Customer Success. Throughout my tenure, I focused on bridging the gap between sales strategy and service execution, leading global initiatives that redefined how value is delivered to the customer in high-stakes, multicultural environments.Cultivating a culture of empowerment and aligning organizational incentives are cornerstones of my leadership approach. I believe that when teams are equipped with the right technology and a clear vision, they are empowered to reach their highest potential and drive collective success. Throughout my career, I have honed deep expertise in strategic P&L management, CRM analytics, and digital transformation—consistently demonstrating how a disciplined, tech-forward operational engine can strengthen customer loyalty, foster long-term partnerships, and drive meaningful business outcomes at scale.
Deborah Robbins
Deb Robbins is a technology executive recognized for transforming customer organizations and business models to accelerate growth, deepen loyalty, and improve financial performance. She builds competitive advantage through customer-centered strategy, advanced analytics, and technology-enabled experience differentiation.
As Vice President of Global Voice of the Customer (VoC) Programs at Genesys, Deb leads the company’s enterprise-wide customer experience programs, architecting a new frontier in engagement where insight becomes strategy and empathy becomes measurable business advantage. She unifies cross-functional teams to integrate predictive analytics, customer-focused measurement, human-centered design, and AI-enabled automation into connected journeys that drive sustainable growth and enterprise transformation. Her leadership elevates Voice of the Customer from feedback mechanism to strategic growth engine, directly influencing innovation roadmaps and executive decision-making.
Deb holds an Executive MBA from Northwestern University’s Kellogg School of Management, a BS in Business Management, and an AAS in Industrial Engineering Technology.
Devon Lynch
Devon Lynch is a transformation leader in customer success, currently serving as AVP of Customer Success Programs at BMC. Devon oversees a broad portfolio of strategic programs that drive customer adoption, value realization, and operational excellence across the enterprise. Under Devon’s leadership, the Customer Success Programs team has evolved into a powerhouse of innovation, delivering AI-powered engagement models, digital-led service offerings, and scalable enablement frameworks that support hundreds of global team members and thousands of global customers. Devon’s current scope includes driving AI adoption acceleration, digital customer success management, digital customer portal strategy, customer Community management, services portfolio management, partner success management, and cross-CS enablement.
Devon’s journey reflects a commitment to customer-centric transformation. Prior to her current role, Devon led BMC’s Premier Support organization, where she championed high-touch engagement models and operational rigor leading to revitalized revenue growth and service retention. Previous to BMC, Devon founded the onboarding services team for a growing advertising technology company in dramatic transition, after leading Customer Success Management teams at the company through early establishment and advancement into maturity. Devon is also a passionate advocate for talent development, having launched BMC’s Customer Success internship program that engages emerging professionals in the strategic impact of customer success in SaaS and technology environments. With a leadership style rooted in collaboration, innovation, and accountability, Devon brings a balanced blend of strategic vision and operational execution to the TSIA advisory community.
Heather Brown
Heather Brown joined LastPass in 2024 and serves as their first Chief Customer Officer, overseeing Business (B2B) and Consumer (B2C) Customer Success, Global Renewals, Customer Support, and Customer Experience Operations. She leads initiatives that drive Digital first engagement centered on adoption, retention, and growth across diverse customer segments, delivering measurable business outcomes and exceptional experiences.
With over 25 years of leadership experience, Heather has consistently delivered impact at scale, managing portfolios exceeding $350M and scaling $500M+ operations across global markets. She has held senior leadership roles at Salesforce, Accenture, and PagerDuty, where she drove strategic programs, developed success methodologies, and contributed to significant improvements to retention during high-growth years.
Heather is an active contributor to the Customer Success community and championing diversity through initiatives like #IamRemarkable. She also advocates for STEM education, having co-owned Engineering for Kids Inland Empire West to inspire children ages 4–14 through hands-on learning.
Imran Khan
Imran is SUSE’s Chief Customer Officer and is responsible for Customer Renewals, Customer Service and Support and Customer Success. Imran has over 20 years’ experience building and leading successful customer success and services organizations for technology industry companies. With a passion for change and the customer experience, he is dedicated to delivering performance and value to customers, as well as to organizations and staff. Imran has held various global leadership positions at tech companies including BMC Software, JDA Software and Hewlett Packard.Imran is a qualified accountant and holds a degree in business and finance from the University of Middlesex. Imran lives in the United Kingdom.
John Stone
John Stone is the Senior Director of Digital Customer Experience (DCX) within Cisco's Customer Experience (CX) organization. Throughout his more than 25 years in the technology industry, John has led sales and marketing initiatives for some of the world’s top technology brands, including CompuCom Systems, Ingram Micro, Samsung Electronics, and Sony Electronics. He has spent the last 12 years in leadership roles at Cisco Systems, culminating in his current position leading Digital Customer Experience.
A recognized expert and innovator in renewals and customer success automation, Stone leads his team at Cisco in leveraging advanced technologies such as AI, analytics, content, and automation to optimize the customer experience and streamline the renewal process.
He champions the philosophy that DCX is fundamentally about guiding customers through their journey to achieve business outcomes and realize value from their solutions. Stone is a strong proponent of intelligent orchestration, aiming to deliver the "right experience at the right time in the right channel" by utilizing predictive AI to inform automated decisions.
Stone has received multiple industry accolades, including Cisco’s annual company-wide “Innovate Everywhere” competition for his pioneering work on renewals commerce automation. He is a frequent Cisco blog author and keynote speaker at industry events.
Originally from Tempe, Arizona, John holds a Bachelor of Science in Business Administration and Marketing Management from Northern Arizona University. Outside of Cisco, he enjoys spending time with his wife, Erin, and their two daughters, Eva and Audra. He also dedicates time to volunteering in his community and enjoying outdoor activities in Orange County, California, where he resides.
Katerina Hanna
Katerina is a global leader with over 25 years of experience spanning technology, financial services, business intelligence, and human capital industries. She has worked internationally across Asia, Australia, Europe, and the United States, leading large-scale transformation and customer success initiatives that drive growth, retention, customer experience, and long-term customer value.
Katerina currently leads the Global Customer Experience Hub at Dayforce, where she is responsible for digital customer experience, community and advocacy, shared success functions, and global VOC programs. Her mission is to deliver connected, data-driven, and outcome-based customer experiences at scale - by combining shared success delivery, digital engagement, and customer insights that drive action and impact across the business.
Katerina has previously held senior leadership roles at Salesforce, Tableau, LinkedIn, and Cisco. Katerina co-founded the Customer Success Executive Circle in APJ and is a founding mentor at Women in Success.
Katerina’s professional background includes academic and coaching credentials. She has served as an Executive MBA Teaching Fellow at Warwick Business School (UK) and holds international certifications as a leadership coach with the ICF, CTI, LMF, BDMM - Origins and The Leadership Circle.
This combination of operational experience and coaching depth enables her to balance strategic clarity with people-centered leadership, supporting executives and organizations as they navigate growth and change. Known for building strong, accountable global teams, Katerina is pragmatic in her approach- translating strategy into execution and ensuring customer success remains closely tied to business performance and customer outcomes.
Katerina has lived and worked in five countries across four continents and speaks multiple languages, experiences that have shaped her appreciation for different cultures and diverse life experiences. She recently returned to Australia with her family and feels grateful to call it home. Outside of work, she is happiest by the ocean or outdoors- something Australia offers in abundance- and values the balance and perspective nature brings to both her life and leadership.
Katie Brown
Katie Brown is the Vice President of Customer Acceleration at Okta, where she architects the strategic vision for the global post-sale experience. Katie leads a multidisciplinary organization that unifies the digital customer ecosystem, which includes Self-Service Support experiences, Online Learning, Achievement, Community, Knowledge Management and Customer First Enablement teams.
Her work is deeply focused on how integrated digital experiences can proactively drive the empowerment, adoption and expansion phases of the journey. Her strategy focuses on building expert brand awareness and accelerating product adoption through modern, self service experiences, optimized content, hands-on learning, and building customer communities of practice. Under her leadership, Okta has realized gains in organizational efficiency, improvements in customer self-service adoption, accelerated case resolution through AI-generated support, and a measurable lift in global renewal rates across all customer tiers.
Katie’s programs have been recognized with the CEdMA Pinnacle Award and the Stevie® Award for Sales & Customer Service. Prior to Okta, she held leadership roles at Xerox and Appirio and currently serves as an Expert Advisor at Tercera, where she advises on scaling services in the cloud economy.
Lourdes Reed
Lourdes Reed is the Head of Customer Success for Thomson Reuters’ Legal Professionals segment, where she is leading a transformation to unify Customer Success into a centralized, digital-first organization. She is driving the adoption of generative AI solutions such as CoCounsel and Westlaw Precision AI, helping legal professionals integrate intelligent technology into daily workflows to improve efficiency, profitability, and client outcomes.
With more than 20 years of leadership experience at Box, Salesforce, Juniper Networks, Cisco Systems, and Accenture, Lourdes has overseen multi-billion-dollar portfolios and led enterprise-wide change initiatives. Her expertise lies in scaling digital engagement, embedding AI into customer success strategies, and delivering measurable outcomes that connect technology innovation to business growth.
Based in New York City, Lourdes holds a B.S. in Electrical Engineering from UCLA. She is passionate about advancing digital customer engagement and AI adoption, and is excited to contribute to TSIA’s mission of shaping best practices for customer success in the era of intelligent technology.
Mandy Majchrzak
Mandy Majchrzak is an accomplished transformation leader with over 15 years of experience in B2B SaaS and technology. She has held executive positions at TransUnion, Adobe, and MediaLink, and earlier in her career helped build startups at the intersection of data, technology, and media.
As SVP of Customer Success & Experience Transformation at Infor, Mandy leads strategic planning and programs, business operations, and change leadership that modernizes the customer experience and scales global operations. She has spearheaded shifts in customer journey and operating models, built predictive risk frameworks, and designed programs that strengthen retention and accelerate growth.
Her expertise spans customer success in data and technology, business intelligence, AI-driven automation and insights, M&A diligence and integration, process optimization, and executive engagement strategies. Widely recognized for her operational leadership, she is known for building high-performing teams, instilling accountability, and turning complex challenges into structured, actionable solutions.
Mandy thrives in environments that demand clarity, structure, and transformation, helping organizations unlock new levels of performance while empowering teams to succeed.
She lives just outside Chicago with her husband, their 4-year-old son, and a lovable Labrador.
Marc Burckin
Marc has built his career leading high-impact Support and Success teams at companies like Documentum, EMC, and Seal Software. Today, he leads as DocuSign’s Vice President of Customer Support.
Meghan Johnson
Current Role and Responsibilities
Meghan Johnson is Vice President of Digital Support at Dell Technologies, responsible for the Services self-help and digital engagement strategy. She leads a global team of 400+ professionals, delivering capabilities for an online support journey that enables customers to seamlessly self-serve, while modernizing with AI and enhancing efficiency. Meghan brings her passion for organizational agility and end-to-end operational collaboration to scale across Dell’s Infrastructure and Client support network, improving profitability and customer satisfaction while maximizing the value of Dell Technologies Services for our customers.
About Meghan
With over 19 years at Dell in progressive leadership roles, Meghan is a change agent who actively promotes and shapes a culture of customer-focused continuous improvement and team member satisfaction. She has driven operational and transformational objectives across cost management, pre-sales support, business strategy, IT Service Management, organizational change, training, knowledge management, and communications. She is honored to serve as an Executive Sponsor of two Employee Resource Groups: Central Texas Women in Action and Planet. She holds a degree from the University of Texas McCombs School of Business and resides in Austin, Texas.
Michael Engel
Michael Engel is Vice President of Banking Software & Managed Services at Diebold Nixdorf, leading global product management and R&D. He drives the software and managed services roadmap, with a strong focus on advancing Branch Automation Solutions and the company’s cloud‑native transaction‑processing strategy. Michael works closely with clients worldwide to modernize delivery channels, enhance agility, and improve efficiency. With over two decades in financial services, he has held multiple leadership roles since joining Diebold Nixdorf in 2002.
Mike Bossom
Mike Bossom is Director of Customer Experience & Success at Siemens Digital Industries Software, where he leads global initiatives focused on improving the post-sales customer journey through QA, operational testing, and customer experience insights, driving cross-functional transformation and governance programs. With more than 30 years of experience spanning customer success, technical support, analytics, IoT, and enterprise software, he has held leadership roles at Siemens, Black & Veatch, TIBCO Software, and AT&T.Since 2025, Mike and his team have established a post-sales customer experience management function focused on driving end-to-end journey improvements across Siemens' software portfolio. Their work leverages data analytics, AI, operational testing, and customer feedback to accelerate digital customer journey improvements, support Siemens' One Tech Company vision, and deliver a more consistent and connected post-sales experience.
Mike Host
Mike Host is Director of Commercial Operations for Rockwell Automation's Lifecycle Services segment. Rockwell Automation is the world's largest company devoted to industrial Automation. Over 24 years with Rockwell, Mike has held positions in sales, engineering, project management, product management, and operations. Currently, Mike is responsible for the commercial tools, processes, and technologies Rockwell uses to deliver professional services and provide a superior customer experience. Mike’s team is responsible for Rockwell’s AI Acceleration & Innovation task team, which is responsible for “Providing a common and consistent path for AI Growth through the ability to Evaluate, Scale, and Empower RA’s community to develop intelligent and ethical AI solutions that achieved defined business objectives.”
Mike originates from Milwaukee and has resided in Southern California for the past 10 years. He holds a degree in electrical engineering and a Master of Business Administration from Marquette University and is involved in numerous industry and charity organizations.
Priscila Garcia
Priscila Garcia is Chief Customer Officer at Coveo where she leads the company’s global Customer organization. She is responsible for aligning Account Management, Customer Success, Professional Services, Support and Business Value into a unified approach focused on delivering measurable customer impact, accelerating time to value and enabling scalable adoption of AI powered solutions.
With over two decades of experience in enterprise software Priscila brings a unique blend of delivery, customer success and commercial leadership. She began her career in services operations and delivery shaping her belief that customers ultimately measure success by value realized and trust built not milestones achieved.
Prior to joining Coveo Priscila held senior leadership roles at PTC where she managed a global book of business exceeding $350m and led new logo acquisition for the SLM International business. At ServiceMax she served as VP of Global Account Management responsible for customer success retention and expansion. Earlier in her career she held leadership positions at GE Digital and Alfresco building deep expertise in digital transformation global team leadership and value based growth strategies.
Rajkumar Irudayaraj
Rajkumar is a senior executive with 25+ years of experience across enterprise data platforms, AI, analytics, and cloud technologies. His career spans engineering, product leadership, and go-to-market, giving him a broad 360-degree perspective on how to build and scale AI and data-driven businesses. He has held leadership roles at Oracle, Salesforce, high-growth startups, and now Alteryx, where he leads technology and innovation partnerships across cloud data platforms and AI. Rajkumar has helped drive platform transformation, product growth, strategic partnerships, and executive alignment across some of the industry’s most important ecosystems, including Snowflake, Databricks, AWS, and Google Cloud.
Sara Smith
Sara Smith is Service AI Program Owner at Waters Corporation, where she leads the company's digital transformation across global and regional service operations. In this role, she has pioneered Waters' first AI implementation in field service, delivering $1.5M in cost avoidance and a 7% reduction in on-site labor hours since launch while building organizational capability to adopt and scale emerging technologies.
With 15 years at Waters Corporation and 18 years of industry experience, Sara's career spans roles in service delivery, service leadership, and change management. Her current work focuses on leveraging AI and digital solutions to enhance customer experience, improve service delivery efficiency, and empower field engineers with real-time technical support.
Sara began her career as a Forensic Scientist at Quest Diagnostics and holds a Bachelor of Science degree in Forensic Toxicology and an MBA in Healthcare Management.
Sean Ryan
Sean Ryan is Senior Director of Digital Tools and Transformation at UiPath, where he leads end-to-end delivery of the systems, automations, and experiences that power Global Product Support. With more than 20 years of experience across SaaS and automation organizations, Sean brings a builder's mindset to every problem moving from vision to prototype to production.
Since joining UiPath in 2022, Sean has architected and delivered transformational changes to how customers get help and how support teams do their best work. His portfolio spans intelligent self-service design, agent workflow automation, and data-driven insight tools, all oriented around a single principle: every interaction should reduce friction and increase value, for the customer and the team serving them. Sean is passionate about using data, design, and automation to create delightful support experiences that reduce effort and increase value at every interaction.
Shari Cravens
Shari Cravens is Senior Director of Digital Experience Strategy & Value at Hewlett Packard Enterprise (HPE) Operations, where she drives initiatives to measurably transform support and services customer experiences. She has held leadership roles in product marketing and product management at companies including HPE, VERITAS Software, and 3Com. Shari has also led strategic communications programs for The Nature Conservancy in California, a multinational non-profit conservation organization. Shari lives in northern California with her husband and several furry critters.
Steffi Thorlichen
Steffi Thorlichen is a seasoned global executive with more than 20 years of experience leading customer experience, operations, and large-scale transformation across technology and enterprise services organizations. She currently serves as Chief Customer Experience Officer at CenTrak, where she owns the end-to-end customer lifecycle, including support, customer success, professional services, implementation, managed services, education, and partner delivery.
Prior to CenTrak, Steffi held senior leadership roles at Bentley Systems, CWT, and Hewlett Packard Enterprise, where she led global teams across dozens of countries and drove meaningful improvements in customer satisfaction, operational efficiency, and business performance. Throughout her career, she has been recognized for turning complexity into clarity by building scalable, customer-first operating models.
Steffi is deeply energized by the rapid evolution of technology and is passionate about leveraging AI, automation, and data-driven insights to reimagine customer experience, from proactive care to predictive engagement. She is a trusted partner to Product, Engineering, and Commercial leaders and a strong advocate for innovation grounded in real customer outcomes.
Troy Baldwin
Troy Baldwin is a Senior Director of Service Experience and Portfolio Management at Compucom, where he leads the strategy and execution of the company’s portfolio of managed services. In this role, Troy and his team are responsible for shaping Compucom’s service offerings, including the development and integration of AI strategies and solutions that help our clients drive measurable business outcomes.
With more than 35 years in the IT services and technology industry—including 28 years at Compucom—Troy brings deep institutional knowledge and a proven track record of leadership. His expertise spans Experience Management, process improvement, and the design and execution of go-to-market strategies that align customer needs with scalable, high-value services.
Troy is known for his ability to translate complex capabilities into clear, customer-focused solutions, and for building high-performing teams that deliver consistent, impactful results.
Customer Growth & Renewal Advisory Board
Ali Tabatabaei
Ali is a global renewals leader who believes the function is not the end of a sales cycle, it is the proof point of customer success, and when built right, the most powerful growth lever in a SaaS business. Ali's expertise spans enterprise renewal strategy, segmented GTM retention motions, and AI-powered operational models that drive scalability, efficiency, and maximum return on renewal investment.
Over two decades, he has turned that vision into practice, unifying Adobe's global renewal sales, operations, and programs into a predictable, scalable revenue engine across a multi-billion-dollar installed base, and deploying AI-driven risk intelligence and cross-functional renewal motions at Genesys that shifted the function from reactive contract administration to proactive customer engagement.
At Infor, Ali is taking that vision to its fullest expression, building a highly efficient and scalable renewal organization, by leveraging automation and AI, freeing human capacity for the strategic relationships that demand it most, and where every renewal interaction deepens loyalty and surfaces growth.
Based in Dallas, Ali is a father of three who enjoys soccer, Persian cooking, golf, and chess.
Chad Buckland
Chad Buckland serves as Senior Vice President and Managing Director for Diebold Nixdorf. As a member of the Global Leadership Team, he is responsible for the full P&L management across the entire DN Portfolio by leading all revenue generating activities within North America. Chad joined Diebold Nixdorf in 1997 and he's held a variety of client facing roles spanning areas of sales, client management and operations. Chad received a full-ride football scholarship and holds a BS in management from Purdue University.
Charlie Metz
Charlie Metz is Vice President of Corporate Development & Strategy at SUSE, a global leader in enterprise Linux, Kubernetes, and edge solutions, with over 25 years of experience in high-tech industry. In this role, he partners closely with the Chief Strategy Officer, executive leadership team, CEO, and board to shape corporate strategy, drive M&A, and translate priorities into measurable business outcomes. Charlie has led multiple acquisitions and post-merger integrations, giving him deep experience in operational efficiency, process improvement, and scaling recurring revenue models. He emphasizes the use of OKRs, clear operating rhythms, and people development to align product, sales, and customer-facing teams around profitable growth, customer retention, and expansion. Acting as a bridge between long-range strategy and day-to-day execution, Charlie focuses on building durable businesses that serve customers well while delivering predictable, sustainable results.
Prior to joining SUSE, Charlie built his career in services-led roles at Hitachi, Dell/EMC, and NetApp. At NetApp, he held leadership roles in services sales, portfolio development, and practice leadership; at Dell/EMC, he led the midrange storage practice in the field, driving portfolio strategy and execution; and at Hitachi, he led the global strategic accounts from a services sales, delivery, and strategy perspective before moving into operations & strategy. This combination of frontline services, corporate development, and operational leadership underpins his perspective on customer growth, renewals, and efficiency at scale. Charlie lives just outside of Raleigh, North Carolina, where he enjoys spending time with his grandchildren and traveling.
Crystal Ryan
Crystal has over 20 years of experience in the Medical Device Industry, ranging from mid to large capitalization companies. She has served in various leadership roles including strategy, marketing, business development, product development, and commercial sales. Crystal is focused on driving long-term sustainable growth at CenTrak through the optimization of internal development processes, go to market strategies, and business models.
Crystal holds an MBA in Business from Indiana Wesleyan University and a Bachelor of Science in Economics from Ball State University.
Dan Malavich
Dan has spent over 20 years as a leader in Renewals and Customer Success with a proven track record of delivering retention and growth goals for various technology companies. Currently, Dan leads Okta’s Global Renewals Team, maximizing retention and growth within a +$2.5B ARR renewals portfolio. Dan’s team is responsible for ensuring that Okta customers continually have the subscriptions they need to successfully leverage Okta’s industry leading technology. His leadership has been instrumental in developing and implementing Okta’s global renewals strategy, driving innovation, and ensuring operational excellence. Dan is a passionate leader who focuses on building a culture of trust, transparency, and collaboration to elevate his team and cross-functional partners.
Prior to Okta, Dan led Global Renewals and Customer Success for Alfresco Software where he had a major impact on the company’s growth and the evolution of its Customer Success function. Dan spent the first half of his career leading renewals teams for ServiceSource, where he had the opportunity to work in partnership with major technology companies like Alcatel-Lucent, Verizon Business, and Motorola Solutions. His decade at ServiceSource set a strong foundation of renewals expertise that Dan continues to build on today.
Dan lives outside of Atlanta, GA with his wife, Lauren, two children, Donovan and Alina, and mother-in-law Vivien. They have a house full of animals with three dogs, three cats, and two reptiles along with a small hobby farm with a large vegetable garden, a dozen chickens, and several bee colonies. In his limited spare time, Dan enjoys woodworking, photography, cooking, and working on home improvement projects.
Emma Carpenter
Emma Carpenter Senior Vice President, Recurring Revenue Acceleration Cisco. Emma Carpenter is the Senior Vice President of Recurring Revenue Acceleration. This global team is responsible for driving $14B+ of software and services revenue opportunities for Cisco. Known for being a transformational sales leader, Emma is taking this organization to the next level, streamlining the approach to retaining and growing our customer base. Working cross-functionally with our product, customer success, sales, specialist, and partners teams, our mission is to increase renewal rates, reduce attrition and drive growth.
Prior to her current role, Emma served as Chief Revenue Officer, Global Security Sales. Emma transformed and streamlined the 1700+ organization to better align to our customers and partners, bringing in new leadership to ultimately drive the number. Under her leadership, the Security sales go-to-market transformed into a platform-focused, offensive/hunting selling motion, establishing a rich foundation for growth. In her time leading the organization, Emma took the team from flat to double digit growth. Before returning to Cisco to lead the Security Sales team, Emma was the VP of Global Service Provider/Managed Security Service Provider at Palo Alto Networks, where she and her team created and led a significant business to and through these customers and partners. Emma and her team were the primary customer interfaces and strategic drivers of industry-leading solutions, commercial models, and go-to-market motions for Service Providers & Managed Security Service Providers. In addition to Palo Alto, Emma has also held leadership positions at Cisco in services, networking and mobility and at Avaya in the UK and USA.
Emma and her husband Dan reside in Colorado with their two boys, currently in college. Emma has a passion for children’s welfare and is on the board of the ‘RFK Community Alliance’, a leading organization for child welfare and juvenile justice, which provides support for at-risk youth and families.
Glen Edington
With over 20 years of experience driving service growth in high-profile customer success, sales, and operations roles within the global technology sector, Glen Edington brings a wealth of expertise to the table. Currently, Glen heads Lenovo's Maintenance Services Renewals business, which continues to achieve double-digit growth rates amid Lenovo's Services Led Transformation. His focus on building and activating strategies throughout the customer journey has optimized go-to-market approaches, sales processes, and support services. A key aspect of Lenovo's renewals strategy involves enhancing partner and end customer experiences through digital transformation. Outside of work, Glen and his wife, Evie, share a passion for travel.
Holli Bingham
With nearly 25 years in the Customer Success and Renewal space, Holli brings institutional knowledge and evolutionary thinking critical to protecting and maximize revenue retention. From building high-performing, results-driven teams to designing Go-To-Market service offers and education programs that accredit, improve adoption, and grow customer maturity, she delivers expert-level leadership in areas aimed to deliver faster, more predictable, time to value. Holli currently runs a $2B+ renewal business and is known for her balance of strategic and transformative execution across global practices while maintaining her reputation as a collaborative leader and a respected mentor. She’s passionate about DE&I and is currently the Executive Sponsor for Genesys’ Women’s Initiative Network. She can often be found looking for opportunities to grow talent and support upcoming professionals.
While not in front of a screen, Holli can be found spending time with family and friends ‘making memories’ in the outdoors, enjoying live music, and traveling to new destinations. She studied communications with a major in Journalism at Brigham Young University and currently resides in Utah with her husband, 6 children, 2 daughters-in-law, and 3 grandchildren – the more the merrier!
Jack Jablonski
Jack Jablonski is Vice President of Customer Success & Renewals at CDW, where he leads the strategy and execution of customer success and renewal operations across a broad portfolio of enterprise technology partnerships. He is focused on building a scalable, data-driven operating model that improves retention, drives adoption, and increases predictability across the post-sales lifecycle.
Jack brings over 15 years of experience leading customer success, AI, and data-driven transformation initiatives across global enterprise organizations. Prior to CDW, he served as Vice President of Customer Success & AI Solutions at Sisense, where he led a global team and drove a turnaround in net revenue retention through the introduction of AI-enabled workflows, value-based engagement models, and a redesigned customer success operating structure. Earlier, at DataRobot, Jack scaled the Customer Success organization from early-stage to global enterprise scale, achieving industry-leading retention rates while improving onboarding speed, customer adoption, and expansion outcomes.
Known for his operator mindset, Jack specializes in aligning customer success with revenue outcomes building proactive, value-driven organizations that connect customer experience to measurable business impact.
James Dwyer
James Dwyer is a revenue and go-to-market executive with deep experience scaling global SaaS and AI companies from $50M to over $1B in ARR. Currently serving as Senior Vice President of Customer Success and Renewals, he owns the post-sale revenue lifecycle, leading global teams responsible for retention, expansion, and long-term customer value across a $1B+ ARR business. Previously, James held progressive senior Sales and GTM leadership roles, including SVP of Global Sales and Renewals and VP of Sales, and helped build a high-growth global alliance ecosystem at DataRobot. Across every role, he is recognized for connecting customer outcomes to durable revenue growth, developing strong leadership talent, and driving execution through operational discipline and innovation.
Karolin DiCristina
Karolin DiCristina is the World Wide Director of HP’s Global Customer Success Strategy. Karolin came from Technology Services Industry Association where she lead clients to adopt best-in-class Customer Success practices, technological solutions and metrics systems.
She brings consultative and leadership skills that have been honed from Fortune 100 firms like Bank of America to deep industry research firms like TSIA and Dell’Oro Group. At HP Karolin is dedicated to developing industry leading applications and adoption of Customer Success principles across a global network, while addressing and allowing for geographical and legislative differences across the HP ecosystem. Her ability to win over internal clientele, successfully express both near and long-term visions for more cohesive, uniform and data-driven decision making are already yielding results for HP plans and implementations in Customer Success worldwide.
Karolin is married with two children and resides in Southern California. She is an avid traveler, loves good food, hiking, yoga and spending time with family and friends. She is a U.C. Berkeley graduate, and a proud Golden Bears fan. GO BEARS!
Kristen Cardinalli
Kristen Cardinalli is a customer growth and retention executive who drives measurable revenue impact through data-driven operating models and high-performing teams. Currently, as VP Customer Success Programs & Operations, Chief of Staff to the Chief Client Officer at Rimini Street, Kristen partners across sales, customer success, marketing, renewals and product to scale programs that improve retention and expansion. With more than 20 years of experience in recurring revenue businesses, Kristen is known for building accountable systems of record, translating insight into action, and delivering results at scale. Previously, Kristen led go-to-market and growth strategies in senior leadership roles at DoiT International, Oracle, Symantec-Veritas, Marketo, and Sun Microsystems. Kristen holds a BA in Economics from UC San Diego and an MBA from the University of Denver.
Lisa Scanlon
Lisa Scanlon is a global customer success leader with over 15 years of experience in the manufacturing industry. As Senior Director, Global Customer Success, she is focused on building high-impact teams, scaling customer success globally through partners and digital touch strategies and delivering exceptional customer experiences worldwide.
Over Lisa’s career she has held roles in sales, sales leadership, market access, and product management for Parker Hannifin and Rockwell Automation. Most recently Lisa led Customer Success across North and Latin America for Rockwell Automation accelerating recurring revenue growth, improving net dollar retention and renewal rates, and driving partner success through channel partners. Her work has helped manufacturers drive productivity and operational efficiency through innovative, customer-centric strategies.
A passionate advocate for epilepsy and autism, Lisa serves on the board of the Epilepsy Association. She brings her values of inclusion, disruption, and people-first leadership into every space she enters, whether in the boardroom or the community.
Lou Mabley
Lou Mabley is a 20- year Dell Technologies veteran and an established leader in the renewals industry. He currently leads the support and renewals sales and operations teams driving over $10B Global Service business with staff of almost 2,000 across 32 countries. Lou is passionate about developing highly capable and proficient teams to deliver record level growth and profitability through aggressive change management, strategic planning, and technology adoption. Prior to joining Dell in 2004, Lou was the VP of Marketing for Schlotzsky's Deli, a Brand Manager for Kraft Foods, and a High-School Math Teacher. He received his Master’s in Business Administration from the University of Texas and received an undergraduate degree from Dartmouth College.
Lou lives in Austin with his wife, Kathleen, and 3 boys. Lou is an avid Boston Red Sox fan and loves the University of Texas Longhorns. Hook ‘em.
Matilde Pitkanen
Matilde “Mati” Pitkanen has over 30 years of experience working in the high-tech software industry. She has spent most of that time at BMC Software where she has held various roles across the company. As an individual contributor she has worked in development, product management, education services and managed services. As a leader, she has built programs and organizations in critical account recovery, solutions marketing and channel sales. She is currently responsible for global renewal sales where she is leading a transformation of the team from a traditional support sales organization into a renewal sales team that is driving expansion sales and focusing on customer success.
Personally, Mati is passionate about DE&I, acting as a founding member and the captain of the LatinE ERG at BMC. She is also an active participant of the Women in IT and PRIDE organizations. Family is the most important thing to Mati and she is proudest of her two children, both studying in Colorado. She currently resides in Leander, Texas with her husband and two pups. Mati holds a Bachelor’s of Science in Mathematics from the University of Texas at Austin.
Mike Marguglio
Michael Marguglio joined Salesforce in 2009 and leads Global Renewals and Success Plan Sales, Salesforce's organization focused on customer success, retention and contract renewals. Over the last 16+ years, he has helped lead the growth of our Customer Success Organization (CSG) which helps our customers achieve business value faster and work more effectively through our teams of trusted experts and high value services.
Prior to Salesforce, Michael spent time at Advent Software, ServiceSource and Oracle in various leadership, sales and account management roles. Michael holds an Accounting degree from Saint Mary's College of California and CPA license.
Radhika Modi
Radhika Modi is Vice President of Global Renewals and Customer Support Offerings Portfolio at Hitachi Vantara, where she leads strategy and execution across renewals, customer success, and support offerings. She focuses on accelerating customer retention, growth, and long-term value through innovative support and lifecycle services.
With more than two decades of experience in technology services, customer success, subscription and recurring revenue businesses, Radhika has led global teams through large-scale transformations focused on improving customer outcomes, accelerating growth, and strengthening profitability. Her expertise spans renewals, support portfolio management, customer lifecycle strategy, recurring revenue operations, services channel, pricing, and customer experience.
A strong advocate for customer-centric innovation, Radhika works closely with sales, product, and services organizations to align business strategy with measurable customer value. She is passionate about helping technology companies evolve from transactional support models to outcome-driven customer success organizations.
Ramkumar Varadarajulu
Ramkumar Varadarajulu is the Group Vice President of Subscription renewals at Informatica. Ram joined Informatica in 2006 and has held several positions leading Customer support and Customer success. Over his 17 years with Informatica, he has been an integral part of the company’s subscription renewal business at scale while the company transformed from License to Subscription to Cloud first Consumption driven strategy. Before Informatica, Ram worked with Tata Consultancy services in various consulting roles for six years. Ram is enthusiastic about delivering best-in-class renewal rates and driving NRR by adding products and services driving cross-sells at the time of renewals.
Robert Rosa
Rob Rosa is responsible for Extreme Network’s Global Service Sales, which includes new and renewal opportunities for ExtremeWorks / PartnerWorks, Premier Services, and Professional services. He also focusses on growing the new service offerings under Extreme’s Managed Service platform (Monitoring Plus and Response Plus) and continues to develop new consumption opportunities (CPEaaS and Enterprise License Agreements).He looks to expand Extreme’s service footprint with the assistance of Extreme’s partner network.
Prior to Extreme Networks, Rob was the leader of Cisco’s U.S. Public Sector Services Partners as well as the U.S. Services Field Partner Organization. In this role Rob was responsible for the strategies related to sales, marketing, partner enablement, partner profitability, and promoting services growth for over $3B+ in Cisco Service revenue through channel partners across the U.S.
Specifically, Rob led the Services Channels team in conjunction with Service Sales, and our Partners to develop a comprehensive Services strategy that supports the end customer’s mission or strategy while developing sustainable business models for our partners. This entails driving new program adoption, increased focus on service revenue opportunities, and overall partner enablement to assist in growing the overall business of the partner.
Rob spent 16+ years at Cisco, in that time he held various finance and sales operations positions in various verticals supporting the sales organization.
Rob holds his undergraduate accounting degree and his MBA in Accounting Information Systems from Suffolk University – Sawyer School of Management. In his spare time, he enjoys taking classes at the Harvard Business School and volunteering as the Treasurer of his Local Youth Football and Cheerleading organization with 400+ members and 100+ volunteers.
Rob Rosa resides in the Boston, Massachusetts area with his wife (Kimberley) and 3 sons (Stephen, Brandon, & Michael) along with their 1 year old Golden Mountain, Guinness.
Simon Creasey
As Vice President of Customer Success & Lifetime Value, Simon Leads HPE’s global Operational Services Sales, and Customer Success business; accountable for the expansion and long-term retention of HPE’s customers and partners. Leveraging his extensive experience as an IT Executive and passion for delivering results, Simon has demonstrated a consistent track record of building high-performance global teams across diverse disciplines, including general management, customer success, and all aspects of service delivery.
In his previous role as the VP of Cloud Delivery Transformation, Simon played a pivotal role in evolving HPE’s Services business to provide as-a-service (aaS) solutions at scale, positioning HPE as an industry leader in next-generation edge-to-could services.
Simon’s global experience includes leading HPEs North America Delivery team as the Vice President of Pointnext Delivery, prior to which he served as Worldwide Delivery Leader for HPE Communications & Media Solutions (CMS), managing 2,000 employees across 48 countries and delivering telecom industry-specific solutions. Simon also held leadership roles as Senior Director and General Manager for CMS Asia Pacific & Japan, with responsibility for P&L, strategy, sales, and delivery, and as Vice President of Applications & Business Services, Asia Pacific & Japan, for HP Enterprise Services.
Simon is passionate about improving business performance, customer satisfaction, and driving value through continuous improvement and digital innovation. He lives in Houston, Texas with his wife Karen, and three sons.
Customer Success Advisory Board
Ali Moghal
Ali Moghal serves as the Global Vice President of Customer Success at NetApp. In this capacity, Ali leads the Customer Success teams for NetApp’s Cloud business, with a focus on driving business and technology outcomes for customers. He brings extensive experience in establishing and scaling Customer Success management and engineering organizations, aimed at helping customers maximize their return on investment from Cloud and hybrid technology investments.
Ali joined NetApp from Google Cloud, where he played a pivotal role in establishing the Customer Success function and building high-performing teams. He was instrumental in developing the customer success engagement framework for Cloud, encompassing Infrastructure, SaaS, Platform, and Generative AI solutions for GCP’s enterprise customers. Ali led the Customer Success team for the west region and subsequently established and led the Healthcare and Life Sciences Customer Experience team.
Prior to his tenure at Google Cloud, Ali spent four years at Salesforce, where he led customer success engagements for some of the company's largest customers and assumed various leadership roles. His career also includes over a decade in Management Consulting and Professional Services, where he gained valuable experience across multiple industries and roles.
Ali holds a bachelor’s degree in information systems and computer science from Loyola University Chicago, as well as an MBA from the University of California, Berkeley. He resides in the Bay Area, California, with his wife and two daughters. In their spare time, they enjoy traveling, culinary adventures, building Legos, and supporting charitable causes that they are passionate about.
Aron Lanclos
Aron brings more than 25 years of experience in Customer Success, with a proven ability to align people, process, and technology to deliver meaningful outcomes for both customers and the business. He has led Customer Success organizations for over 18years, transforming teams from reactive to proactive models and significantly improving customer sentiment, retention, and growth in SaaS-based environments. With a foundation in Computer Science, Aron combines an engineering mindset with a pragmatic, human-first leadership approach. He is known for translating complex products and processes into clear value and measurable outcomes. His philosophy of “Personal, Proactive, and Predictive” underpins his leadership style—driving scale and eAiciency while preserving the human elements critical to strong customer relationships. Through prescriptive methodologies, Aron designs detailed customer journey maps and enables a personalized journey at scale, ensuring structure and empathy coexist. Most recently, Aron served as Senior Vice President of Customer Success at Hyland, where he helped customers achieve outcomes with complex content management solutions. He currently serves on the Customer Advisory Board at Gainsight, contributing insights on the evolution of Customer Success and the application of agentic AI technologies. Outside of work, Aron enjoys making memories with his wife and children and cheering on the Fightin’ Texas Aggies and Baylor Bears whenever he gets the chance.
Ben Brownlee
Ben Brownlee is the Senior Vice President of Global Customer Success at Infor, where he leads the Customer Success & Renewal Management functions. More than 60,000 customers in over 175 countries rely on Infor, with Customer Success ensuring Infor delivers on the promise to transform their business and achieve their strategic objectives with quantifiable results. Ben brings over 25 years of experience leading all post-sale functions, including Professional Services, Managed Services, Customer Education, Customer Support and, of course, Customer Success.
Ben lives in the Southeastern US. His favorite pastimes are spending time with his family and being a long-suffering Dallas Cowboys fan.
Bill Tabbit-Humphrey
Bill Tabbit-Humphrey is the Chief Customer Officer at Alteryx, where he leads global post-sale customer teams, including Customer Success, Renewals, Support, Solutions, Education, and Innovation. With over 25 years of experience in both pre-sales and post-sales, Bill is a dynamic leader who brings a unique blend of customer focus, technical expertise, and strategic vision to drive business value for our clients.
Before joining Alteryx, Bill led several private and public teams with global operations, focusing on building scalable customer service organizations and delivering industry-leading results. He is renowned for his transparent and collaborative leadership style, balancing analysis, logic, and interpersonal dynamics to create effective strategic and tactical plans, all while maintaining unwavering dedication to client satisfaction.
In addition to his professional achievements, Bill serves as an Advisory Board member at BlueYeti and is a Customer Success Board Member at TSIA. Bill holds a B.S. in Computer Science from King's College and an M.B.A. in International Business from Touro University.
Brett Pytel
As Vice President of Customer Success at Park Place Technologies, Brett Pytel leads the global strategy for customer retention, contract renewals, and overall customer experience. He is responsible for ensuring the successful management of recurring revenue through timely and efficient contract execution, proactive churn mitigation, and fostering long-term client relationships. Brett plays a critical role in aligning customer outcomes with business growth objectives, driving cross-functional collaboration, and shaping scalable success strategies that deliver measurable value.
Prior to his current role, Brett held several key leadership positions within Park Place, including leading enterprise sales and playing a central role in establishing and expanding the company’s presence across the EMEA region. His deep experience in international market development and large-scale sales strategy provides a unique perspective on global customer needs and operational excellence.
Brett hold’s a bachelor’s degree in business from The University of Toledo. He resides in Cleveland, Ohio with his wife and two sons. In their spare time, they enjoy traveling, gardening, outdoor activities and spending time with family and friends.
Brittany Easley
Brittany Easley serves as the Chief Customer Officer for Blue Yonder. In this role, she works across Blue Yonder driving the company toward exceptional customer experiences and unmatched customer value realization. She is the ultimate voice of the customer, driving alignment between customer needs and Blue Yonder’s products and services innovation, execution, and evolution.
Brittany has more than 20 years of experience in the supply chain industry on the customer side, supporting the development of complex business solutions with a financial focus. Before joining Blue Yonder, she worked at Advance Auto Parts, first in pricing and then moving up to become the Senior Vice President of Product Transformation. In this role, she was responsible for implementing complex, cross-functional programs – capturing the needs of the business to translate into technology enablement and development. Prior to that, she worked at JCPenney for more than 18 years in various roles from strategic pricing, international sourcing, supply chain operations, and procurement.
Brittany has a master’s in Business Administration from SMU Cox School of Business and a bachelor’s in Business Administration and Management from Georgia Institute of Technology. She also holds minor certification in Supply Chain and Finance.
Carlos Quezada
Carlos Quezada is a transformational technology executive with 25+ years of experience building and scaling customer success, technical support, professional services, and customer experience organizations across the enterprise technology sector.
As VP of Global Success at Gigamon, Carlos leads a consolidated post-sales organization spanning CS, Technical Support, Professional Services, and Partner Success. He is best known for building the first-ever Customer Success program at Hewlett Packard Enterprise from scratch l, evolving it into a full-scale, digital-first practice encompassing Swarm CSM engagement, monetized CS offerings, multilingual scaled success, and a partner-delivered CS channel program.
A practitioner in big data analytics, machine learning, and AI, Carlos is deeply focused on leveraging technology to drive operational efficiency and elevating the customer experience at scale.
Carlos is a 4x HITEC Top 100 Most Influential Latino in Technology, 2x Top 100 CS Strategist by Success Hacker, author, DEI advocate, and founder of the UNIDOS ERG Collaborative.
Carlos brings a practitioner’s perspective on building CS from the ground up, scaling it across enterprise and channel motions, and modernizing it through AI making him a committed voice for advancing the standards and strategies that define the future of the profession.
Charlotte Arroyo
Charlotte Arroyo is a senior global Customer Success leader with extensive experience driving customer outcomes, recurring revenue growth, and large‑scale transformation in complex, services‑led organizations. She leads the global Customer Success organization and defines the operating model, capabilities, and standards that enable sustained customer value across the services lifecycle.
With a strong focus on LAER-based execution, capability building, and digital enablement, Charlotte partners closely with commercial, operations, and product teams to align customer engagement models with business strategy. Her work spans customer lifecycle management, renewal and expansion acceleration, onboarding excellence, and value realization for enterprise and portfolio‑based customers across multiple geographies.
Charlotte is deeply engaged in Customer Success transformation, with particular emphasis on scaling best practices, standardizing success planning, and leveraging data and AI to improve efficiency and decision‑making. She has been a strong advocate for industry benchmark‑driven approaches and continuous improvement, ensuring Customer Success organizations operate with measurable impact on customer outcomes and business performance.
Charlotte is based in France and works closely with global teams across Europe, the Americas, and Asia.
Christine Casper
Christine is a seasoned executive with extensive expertise in customer success, implementation, operations, and sales, currently serving as Vice President, North America Customer Success–at Dayforce, where she has been a key leader since 2011. She has a proven track record of accelerating growth, elevating client outcomes, and leading large, high-performing teams across complex environments.
Prior to Dayforce, Christine held senior leadership roles at Fidelity Investments, including Senior Vice President of Implementation and Services for Fidelity Human Resource Services. She also spent 19 years at ADP, where she advanced through multiple leadership positions spanning account management, sales, implementation, operations, and business process outsourcing (leading global teams, primarily in India).She has a well-rounded foundation across the full client lifecycle.
Christine is known for developing high-impact teams, executing strategic initiatives, and driving operational excellence at scale. Her leadership approach blends disciplined execution with a strong focus on customer value, long-term partnership, and employee engagement.
She holds an MBA/HSA from the University of Utah and a BS from Utah State University. Based in Salt Lake City, Christine leads an active lifestyle and enjoys skiing, hiking, and biking. She is also a proud parent of three grown sons and a labradoodle.
Dave Moore
Dave Moore is a Client Success executive with over a decade of experience building and leading enterprise Client Success organizations. As Vice President of Enterprise Client Success at Relias, he partners with the company’s largest healthcare clients to ensure they achieve meaningful outcomes and maximum value from Relias’ solutions. Over the past three years, Dave has been instrumental in transforming the Enterprise Client Success team into a first-class organization dedicated to long-term partnerships, measurable results, and client growth. His passion for the healthcare industry fuels his commitment to helping clients improve care quality, strengthen workforce development, and ultimately make a difference in the lives of those they serve.
Throughout his career, Dave has led Client Success teams through times of transformation, consistently improving retention, driving expansion, and creating scalable engagement models that deliver real business impact. He is passionate about developing high-performing teams, fostering trusted client relationships, and ensuring that organizations not only meet but exceed their strategic goals.
Dave earned his MBA from North Carolina State University and holds a Bachelor of Science in Engineering Management from the United States Military Academy at West Point. He is also a U.S. Army combat veteran, bringing a foundation of discipline, resilience, and leadership that continues to shape his approach to building teams and serving clients.
David Judge
David Judge leads a global organization responsible for the insights, strategy, and Customer Success execution across Microsoft’s cloud portfolio (Azure, Modern Work, Security, and Business Applications). His charter is to deliver accelerated customer outcomes, setting the stage for customer experience, health, and business growth.
Currently serving as a General Manager of Global Customer Success at Microsoft, David is responsible for driving execution excellence across Microsoft's 64 global areas and thousands of field resources. Before this, he was Senior Director of Digital Customer Success at Microsoft, driving customer success strategies at scale.
Prior to Microsoft, David spent several years at SAP, holding the role of Vice President for SAP Intelligent Enterprise Solutions, guiding product strategy and increasing market awareness for machine learning, conversational AI, and intelligent process automation products and services. Earlier in his career, he held leadership positions at Cognizant and IPsoft, focusing on consulting, automation, and developing cognitive platforms for Fortune 500 customers.
David holds a BS in Computer Engineering from Virginia Tech, where he laid the foundation for his career in technology. David’s diverse experiences have equipped him with a unique perspective on driving innovation and customer success in the tech industry.
LinkedIn: https://www.linkedin.com/in/davidhjudge/
DeAndra Jean-Louis
DeAndra Jean-Louis is the Dayforce Global Head of Customer Success. She joined Dayforce in 2024 and brings over 25 years of experience steering profitable and customer-focused growth across diverse sectors such as cloud software, services, hardware, and networking technology. She has spearheaded numerous successful transformations of Fortune 100 enterprises in their move to the cloud. DeAndra’s international exposure, having lived and worked in Europe and China, adds depth to her insights. She has built global teams that prioritize exceptional customer experience, resulting in high customer satisfaction and expansion.
Before joining Dayforce, DeAndra was Chief Customer Officer at Aryaka Networks, Head of Customer Success at Palo Alto Networks, and EMEA Head of Services and Customer Success at Workday. Her leadership journey also includes pivotal roles at Anaplan and IBM. Beyond her professional endeavors, DeAndra is a lifelong advocate for and dedicated to advancing opportunities for girls in STEM fields. She holds a Bachelor of Science in Mathematics from Louisiana State University and currently serves as a board member for Career Girls. Alongside her husband, she indulges her passion for travel and amazing food with a home base in The Woodlands, TX.
Erez Shani
Erez Joined Siemens 8 years ago through the acquisition of Mentor Graphics. As the head of Premium Support & Success at Siemens Digital Industry Software he is driving Customer Success with his global organization of Technical Support Account Managers. Most recently, Erez is driving the successful and rapid monetization of Customer Success with paid business models such as Premium Support and paid Advisory Support Services. Ultimately, helping grow Services and Software ARR.Erez is passionate about driving Customer Success through repeatable and scalable models to drive adoption that can fit the vast spectrum of different software portfolios at Siemens. Recognizing the importance of delivering a personalized experience to the largest, high-touch customers and not missing out on the opportunity AI creates in learning about customers from every single touch point.Erez has 25 years of experience in management of Consulting, Professional Services and Support Services management. Prior to Siemens, Erez managed the business development of AI Information Lifecycle Management Services portfolio at IBM. Prior to IBM, Erez Managed Consulting, Professional Services and Fulfillment at Seagate.Erez grew up in Haifa, Israel and lives today in Tenafly, NJ with his wife and three kids.
Erica Lambert
Erica Lambert is an accomplished executive leader with 20+ years of expertise in business strategy, services, sales, and operations. She is a direct, pragmatic, balanced, and persistent leader focused on business growth and development, team member success, and delivering differentiated solutions for our customers.
Erica currently leads the Dell Technologies Services Customer Success organization: Account Management Services, DT Select, Dell Learning, Federal, Telco and CVE. She empowers customers and partners with proactive guidance, tools, processes, and capabilities to unlock the value of technology. She reports to Doug Schmitt, President, Dell Technology Services.
Previously, Erica ran the $8B global services sales organization for Channel, Alliances, and OEM; driving significant business growth through and with our partner community. A 29-year Dell veteran, she has held several leadership roles across strategy, acquisition integration, sales operations, as well as SMB & Public sales.
Erica is an executive board member for the InterFaith & Women in Action ERG, as well as the Vipers lacrosse organization in Austin. A mom, ally, mentor, and volunteer (Austin Christian Fellowship), she leads from the front enabling team member’s holistic health – mind, body & spirit.
Erica earned a bachelor’s degree from the University of Rhode Island, and lives in Austin, Texas with her husband, two sons, and Cavapoo, Ollie.
Erika Cowen
Erika Cowen is Senior Vice President of Customer Success at Entrust, where she is focused on strengthening the end-to-end customer experience and accelerating time to value. Her leadership helps Entrust customers realize measurable outcomes across trusted identity, secure digital experiences, and the broader identity lifecycle.
With more than 20 years of executive leadership experience building customer-facing organizations that improve customer experience, retention, and growth across enterprise technology, service provider, and growth-stage companies, Erika has deep experience scaling global teams and leading complex customer operations through change. Prior to Entrust, she was Vice President of Customer Success at F5, where she led high-performing global teams supporting enterprise customers in complex environments.
Erika's leadership is grounded in trust, partnership, and outcomes, with a focus on turning customer insights into action, helping teams align across the business, move faster, and create long-term value for customers.
She was an International Women’s Forum Fellow from 2022 to 2023, studying at INSEAD and Harvard Business School. Erika is committed to mentorship and community engagement, including work with Junior Achievement, SV Academy, Seniors Wish Foundation, and HerWILL. She earned a degree in Psychology from the University of Western Ontario and resides near Toronto, Canada with her family.
Fergus Spain
Fergus Spain is Global Vice President of Solution Delivery at Eightfold.ai where he leads global professional services across North America, EMEA, and APAC — with direct accountability for customer implementation, time-to-value, and post-deployment outcomes. He is focused on applying AI to transform post-sale effectiveness, accelerating how services and success teams deliver, scale, and demonstrate customer value. He brings over two decades of enterprise software experience spanning professional services and customer success, including serving as General Manager of Service and Success at SAP and Global Head of Services at OpenText, where he reported to the Chief Customer Officer in a unified post-sale organization. Originally from Ireland, Fergus is based in the Seattle area.
Gregory Marchwinski
Gregory (Greg) Marchwinski has been in the technology and services business for many years. In his role with Cloudflare, Greg leads the Global Customer Services organization which include Customer Success, Professional Services, Customer Education and the Technical Account Management teams, Prior to joining Cloudflare, Greg was the VP of Professional Services, Partner Programs and Education Services at Alteryx. Greg also served as the VP of Customer Success at Epirus, Inc. which is a weapons system company using high power directed energy to impact electronics and Unmanned Aerial Vehicle. He was responsible for Sales Engineering and all post-sales services including Professional Services, Field Service Engineering, Support, Training & Enablement and Field Test. Before that, Greg was the VP of Global Services at Transmit Security – an Identity and Access Management software provider in the cybersecurity space. Greg ran all post-sales services teams. Prior to Transmit Security, Greg was VP of Global Professional & Focused Services at Palo Alto Networks for 4+ years. During Greg’s tenure, he helped expand the Professional Services and Technical Account Management teams from 90 people to over 600 worldwide while growing revenue from $28M annually to over $180M. Greg also held a similar leadership position at Juniper Networks running their Professional Services team globally. Greg also held executive leadership positions at AT&T, Sun Microsystems, and several other startups.
Greg holds a BS in Applied Mathematics/Computer Science from Carnegie-Mellon University and an MBA from Rollins College. He lives in Longwood, Florida with his wife Ruth and Old English Sheepdog Royce. Greg has 3 successful adult children and 5 wonderful grandchildren.
When not focused on Services, Greg enjoys golfing and spending time on his boat doing offshore fishing.
Jenna Stanley
Stanley's 35 years of experience at Sprint, Nortel, Avaya and Zebra includes leadership roles in service and commercials operations, business transformation, product management, marketing, customer success and sales. Her focus on customer outcomes, continuous improvement and collaboration allows her to bring the voice of the customer to guide investments, lead change successfully and drive growth.
In her current role, Jenna focuses on selling solutions, software and services to help customers optimized end-to-end workflows; her organization implements and optimizes those solutions and executes data-driven value assurance programs to maximize customer return on their Zebra investments. She is accountable for Zebra’s Global Services portfolio and service delivery functions, bringing decades of experience leading and growing Professional, Support, Managed and Cloud Services.
Stanley studied Economics at Duke University and received her MBA from UNC (but remains singularly a Blue Devil basketball fan). She is based in Lincolnshire, Illinois.
Justin Regenwether
Justin leads Zywave’s customer success, services, and support functions which drives value realization, retention, and adoption across Zywave customers. Justin has 20 years of well-rounded experience in management consulting, product development, customer support and service, and go-to-market leadership. Prior to Zywave Justin most recently held both product-focused and customer-centric leadership roles at Vertafore. In addition to his leadership positions in insurtech, Regenwether was previously an executive at NGDATA, BryterCX, Accenture, and Deloitte. Justin resides in Denver, CO with his wife and 2 daughters.
Melba Miles
Melba Miles is a seasoned SaaS executive leading Global Customer Success at Miro, where she oversees scaled success and drives digital customer engagement motions across a global portfolio. She is recognized for scaling success organizations across markets, fostering strong cross functional partnerships, and delivering exceptional customer retention and growth.
Across her career, Melba has led Customer Success spanning Enterprise, Mid Market, and Digital segments, designing engagement models that flex from high touch strategic partnership to tech enabled scaled coverage. Her teams have supported portfolios ranging from $200M to $700M in revenue, consistently driving measurable impact as revenue engines through improved gross retention, expanded adoption, and accelerated expansion.
She brings a proven background shaping scalable customer strategies at Paycor, Aon Hewitt, and SAP, with deep experience building high performing teams, elevating engagement models, and transforming Customer Success into a strategic growth driver in fast growing SaaS environments.
Nancy Lyskawa
Ms. Lyskawa is a skilled executive leader with more than 25 years of experience in the enterprise software industry with a successful track record in global client success, corporate strategy, marketing, and recurring revenue sales and execution. Currently, Ms. Lyskawa serves as EVP & Chief Client Officer for Rimini Street, the leading third-party support provider for Oracle, SAP and VMware software and a global provider of end-to-end enterprise software support, management and innovation solutions. In her role, she is responsible for delivering an exceptional client experience and having an intimate knowledge of the voice of the customer with oversight for onboarding, client success, client sentiment, retention, growth and advocacy. Ms. Lyskawa also serves on the Board for Rimini Street Labs, India.
Earlier in her career, Ms. Lyskawa spent several years at EDS (now HP, Inc.) where she specialized in ERP implementations before joining PeopleSoft and then Oracle where she held senior management positions in customer services, support operations and services marketing.
As a breast cancer survivor, Ms. Lyskawa serves on the Board of Living Beyond Breast Cancer, a nonprofit working with women who have been diagnosed with breast cancer and their caregivers during their experience of diagnosis, treatment, and recovery.
Summer Brown
Summer Brown is a healthcare technology executive with more than 15 years of experience leading enterprise growth and client success transformation within complex health systems. As Vice President of Client Success at TeleTracking Technologies, she is responsible for driving retention, expansion, executive alignment, and long-term revenue growth across large provider organizations.
Summer has led cross-functional teams spanning sales, marketing, client success, product, clinical strategy, and professional services. She has been instrumental in evolving GTM organizations from reactive support functions into proactive, data-driven growth engines, improving renewal performance, accelerating enterprise adoption, and strengthening strategic partnerships at the executive level.
Her leadership bridges commercial performance, product-market alignment, and clinical workflow integration, ensuring technology delivers measurable operational and financial impact in highly regulated healthcare environments.
Summer is passionate about modernizing healthcare SaaS success models, fostering high-performing teams, and building long-term partnerships that drive sustainable growth.
She holds a Bachelor of Science degree from Tennessee Technological University.
Thomas Von Alm
Outcome-driven services and customer success executive with 25 years of global experience leading portfolio transformations, driving customer adoption, and developing amazing talent. Currently steering the shift from traditional service delivery to outcome-based services to elevate the customer experience and accelerate time to value. Executive sponsor to strategic customers worldwide and leader of SAP’s global Cross-Solution Area Services team, including Business AI, Data Migration & Landscape Transformation, Managed Services, and Learning Services.
Traci Gearhart
Traci Gearhart is a dynamic Customer Success leader with a proven track record of building and scaling customer success organizations focused on revenue growth, retention, and customer adoption. She leverages her expertise in SaaS, enterprise technology, and data-driven customer engagements to build and lead high-performing teams at global organizations. Currently, she serves as Vice President of Customer Success at NTT DATA Business Solutions, with previous Customer Success leadership roles at Prevedere and Anaplan.
Traci is passionate about staying in formed on market trends to incorporate them into her strategic approach. As a forward thinker, she has begun integrating AI technology into Customer Success, using customer intelligence to refine engagement strategies and drive meaningful outcomes.
She resides in Marin County, just north of San Francisco, where she enjoys hiking, pickleball, skiing in Tahoe, and cooking with friends and family.
Tracy Laird
At ServiceNow, Tracy leads the ITSM Product Management team that’s chartered to accelerate worldwide sales for the flagship product and will help set the company as an IT portfolio thought leader. Prior, Tracy held similar roles at GE Digital and Symantec, where she led global product management and customer success teams, refreshing strategies and redesigning service offerings that improved customer-satisfaction scores and revenue. After graduating with a bachelor’s degree in business administration from the University of Arizona, Tracy began her career at PeopleSoft in services sales and marketing — a passion that has lasted throughout her career.
Usman Nasir
Usman Nasir is a Vice President of Customer Success at Salesforce. Usman’s experience in high tech spans over 20 years, building and scaling Customer Success and Sales Engineering organizations. Usman's CS organization helps customers maximize their Salesforce investment by accelerating business value and business outcomes while focusing on adoption, revenue retention, revenue growth and improving NPS and CSAT of Customer Success engagements.
Usman serves as a customer success executive sponsor supporting some of Salesforce’s largest customers advising executives on their technology investments and roadmap. Usman has spoken at Salesforce events such as Dreamforce, Connections, World Tours and industry events sharing his thoughts on Customer Success, AI, Data and CRM with thousands of attendees. He has also worked at Oracle and Zuora.
He holds a Software Engineering degree and is a proud first generation US Citizen. He resides in Naperville, IL with his wife, Kanwal and 2 children.
Education Services Advisory Board
Anne Strzegowski
Anne Strzegowski is a seasoned learning and development leader with over 20 years of experience driving global learning strategies and technology innovation. As Director of Ciena Learning Services since 2019, she leads a worldwide team of 40+ professionals across North America, South America, Europe, and India. Her organization delivers end-to-end learning solutions, manages global learner support, and architects Ciena’s learning infrastructure, including delivery platforms and training labs. Anne also oversees commercial strategy and sales enablement for Learning Services, ensuring operational excellence and revenue growth.
Anne’s expertise spans learning systems implementation, instructional design, scalable program development, and data-driven evaluation. She oversees the learning catalog and designs learner experiences for employees, partners, and customers, ensuring every initiative aligns with financial objectives. She has spearheaded initiatives to improve user adoption, e-commerce innovation, and AI integration in content development, while fostering high-performing teams. Anne is recognized for combining strategic vision with operational execution to deliver impactful learning experiences aligned with organizational goals.
Previously, Anne held senior roles in learning technology and LMS management, where she led major implementations and migrations, including Saba and Totara LMS platforms. She designed e-commerce strategies, managed complex learning catalogs, and developed customer support processes to enhance learner experience. Her career began in e-learning development, leveraging multimedia technologies to create engaging digital learning solutions.
Based outside of Annapolis, Maryland, Anne enjoys many outdoor activities and spending time with her husband and two children.
Annie Mais
Annie Mais is the Director of Global Education Services at Alteryx, where she leads the strategy and delivery of scalable internal and customer learning experiences across the Alteryx ecosystem. Her work focuses on creating seamless, end-to-end learner journeys that drive skill adoption, product proficiency, and measurable business impact. Annie and her team deliver certifications, personalized learning paths, instructor-led training, and learning events that support customers and employees in realizing value from data analytics and AI.
Over the past several years, Annie has built and scaled global education programs that take a modern, data-informed approach to learning design and operations. She previously led Alteryx SparkED, a global academic program that grew to more than one million learners across 50+ countries and 1,300 academic institutions. Prior to Alteryx, Annie served as Education Director at Roadtrip Nation, where she led large-scale education initiatives dedicated to empowering learners to build lives doing what they love.
Annie brings more than 15 years of experience in education, workforce development, and learning strategy. She is a published author, recurring podcast guest, and has served as a consultant to national education and social impact initiatives, including Michelle Obama’s Beating the Odds initiative. Annie holds a master’s degree in International Education and is formally trained in Corporate Social Responsibility and Design Thinking.
Ashley Hodge
Dr. Ashley Hodge is the Director of Siemens Xcelerator Academy at Siemens Digital Industry Software. Her mission is to engage and excite Siemens’ Xcelerator learners through a seamless end-to-end experience with Siemens Xcelerator Academy. Additionally, her team focuses on developing and bringing high quality and competitive learning offerings to market for software users. Siemens Xcelerator Academy is determined to deliver best-in-class training to increase user productivity and support customers in realizing value. Ashley has covered various leadership roles within Siemens.
For the last several years she has built a Curriculum Management organization that takes a “digital first” approach and sets the industry benchmark for curriculum development. Under her leadership, the team has developed and now maintains over 2000 hours of unique, commercial learning content and leverages 100’s of subject matter experts from across the company for curriculum development, managing 25,000+ working hours year over year.
Ashley has over 10 years of education and learning experience, is recognized as a thought leader in learning and holds an Ed.D in Education and Instructional Design, an M.A. in Educational Studies and a B.A. in Business Administration in the state of Pennsylvania.
Buffy Ellis
Buffy Ellis is a dedicated leader with a passion for fostering innovation and a values-driven culture. With a career spanning over 30 years, Buffy has accelerated success for technology initiatives by focusing on one thing: People. She is passionate about encouraging diversity of thought and helping others live up to their own potential. As the Director of Workforce Development at CDW, Buffy believes that the backbone of a healthy and dynamic team is a bulletproof culture, characterized by unwavering dedication to quality, open communication, and a dynamic work environment. Her team enables CDW clients through training, passionately supporting their clients' learning journeys throughout the technology adoption life cycle.
Chelsea Havill
Chelsea Havill is the Head of Global Customer Education at S&P Global Energy, where she leads strategy and execution across Portfolio Management, Content Design & Development, and Platform Operations. She oversees global digital learning programs that drive product adoption, customer retention, and scalable enablement for clients and customer-facing teams alike.
Known for her entrepreneurial mindset and collaborative leadership style, Chelsea has 20 years of experience building strategic capabilities from the ground up. She has a unique ability to bring teams and leaders together around shared goals, and she thrives in driving forward complex, cross-functional initiatives.
Chelsea is passionate about elevating the role of education within the broader customer experience and designing customer-centric learning programs that scale. Her team operates at the forefront of emerging technology, evidence-based design, and data-informed solutions.
A lifelong learner, Chelsea holds an MBA in Entrepreneurship from Babson College and executive certifications in Neuroscience, Design Thinking, and Customer Experience. As a certified coach through the Flow Research Institute, she supports leaders and teams in elevating clarity and performance in high-stakes environments.
Based outside of Boston, Chelsea is an avid gardener and enjoys spending time with her husband and three children.
Chris Koons
Chris Koons is currently the VP of Customer Education at Infor. With over 20 years of experience, he specializes in building and scaling global customer education and go-to-market (GTM) enablement strategies that deliver measurable outcomes for customers, employees, and the bottom line. At Infor, Chris designs and implements innovative learning and engagement frameworks that accelerate user adoption, improve time to value, and maximize enterprise software impact, firmly positioning enablement as a strategic growth engine rather than just a support function.
Before joining Infor, Chris spent nearly 15 years at SAP Concur, where he played a pivotal role in expanding the business in travel, expense, and invoice management solutions. His leadership helped unify sales, marketing, customer success, and product strategy around shared business outcomes, driving significant revenue growth and enhanced customer engagement.
Throughout his career, Chris has led high-impact teams across revenue enablement, customer engagement, and leadership development, delivering programs that reduce ramp time, elevate talent, and improve seller and customer performance at scale. His core strengths include transforming enablement into a strategic lever, architecting scalable learning solutions across the entire customer and employee lifecycle, and leading global GTM initiatives with clear ROI and business alignment.
Outside of work, Chris is a proud father of three: twin sons who have followed in his footsteps in technology sales and a daughter beginning her freshman year in college. He enjoys exploring new wines with his wife, Amber, and friends while passionately cheering on college sports athletics.
Colin Forth
Colin Forth is responsible for product education globally at Workday - inclusive of Customer, Partner, and Professional Services. He has extensive system experience in the areas of human resources, finance, administrative services, and service delivery. His 20+ career in technology shows continued success in driving customer satisfaction in tandem with business results. Prior to Workday, Mr. Forth worked in various roles at KPMG, Oracle, and PeopleSoft. Colin has an educational background in economics (University of California, Berkeley) and planning (Cornell, MRP). He is currently focused on providing clear paths to better employment through training.
Dheeraj Nyati
Dheeraj is Head of Education and Partner Enablement at Nasdaq. With a strong background in Financial Technology and the passion for helping clients and partners deliver quality implementations, Dheeraj leads the Education Services at Nasdaq with customer centricity at its heart. He has been instrumental in establishing a structured Education Services organization that prioritizes the learning and success of its employees, clients and partners.
Dheeraj is a strong advocate of Certification programs and launched Nasdaq Calypso and Nasdaq AxiomSL certification programs. He is responsible for the strategy, sales, content development and delivery of Education Services. Dheeraj has been at the forefront in promoting the use of AI for content creation and optimizing content delivery times, while also emphasizing on the importance of a classroom-style instructor-led trainings.
Under his leadership, Nasdaq Education Services has won two TSIA Star Awards in Education Services focusing on Innovation in use of Technology and Monetization in Education Services.
Elia Lora
Elia Lora is the Senior Director of Education & Enablement at Vertex Inc., where she leads the global strategy for partner and customer enablement, education services, and certification programs. With more than two decades of experience in learning, talent development, and customer success enablement, Elia is dedicated to building education ecosystems that accelerate adoption, strengthen delivery excellence, and drive measurable outcomes.
A Certified Professional in Talent Development (CPTD) through the Association for Talent Development for over ten years, Elia has been recognized with multiple awards for developing innovative customer success and enablement programs that transform how partners and customers achieve value.
Elia is passionate about integrating AI-driven education and predictive enablement to personalize learning and enhance efficiency. Under her leadership, Vertex Education & Enablement earned the 2025 TSIA STAR Award for Excellence in Customer Success with Partners, recognizing the team’s innovation in scaling enablement to achieve customer outcomes through partnership.
Fina Shipley
Fina leads the Customer Learning Experience team at Deltek, bringing two decades of experience in customer education and a deep commitment to empowering organizations through innovative, scalable learning solutions. Known as a creative problem-solver and strategic innovator, Fina has built her career around the belief that an organization’s greatest differentiator is its people—and that exceptional learning experiences are essential to driving product adoption, customer loyalty, and long-term business outcomes.
At Deltek, Fina has been instrumental in modernizing and scaling the learning function. She recently transformed her team into an AI-ready organization by automating key workflows, embedding AI-powered tools, and streamlining content and documentation development. She also established a Shared Services function that extends technical and creative expertise across the customer organization, strengthening operational efficiency, accelerating impact, and reducing costs. These initiatives have elevated the customer learning experience while enabling the business to meet customer needs faster and more effectively.
Fina thrives at the intersection of customer success, product innovation, and learning excellence. She remains committed to advancing future-ready education strategies that help customers—and organizations—achieve more. Outside of work, Fina is devoted to her family and her jiu jitsu training.
Geoffrey Bergren
Throughout his career, Geoff has guided his teams through the dynamic landscape of the industry, embracing and implementing advancements from traditional transparencies/overhead delivery to cutting-edge AI technologies. From his early days in the classroom to the evolution of virtual training and cloud-based platforms, Geoff has consistently demonstrated his capacity to anticipate and adapt to emerging trends.
Geoff's educational background includes a Bachelor of Science in Computer Science from the University of Minnesota and a Master of Arts in Organizational Management from Ashford University.
Geoff Bergren serves as the Area Vice President at BMC Helix, bringing to the table over three decades of expertise in the education sector. With a solid foundation built over 10 years as a technical instructor for Informix Software and VERITAS Software, followed by 20 years of leadership in education delivery management with Symantec and BMC Software, Geoff possesses a comprehensive understanding of the intricacies of the customer education business.
Currently based near Tyler, Texas, Geoff resides with his wife and two of their four daughters on a small cattle ranch. Passionate about community engagement, Geoff and his family also foster dogs for a local dog rescue, embodying a commitment to both professional excellence and compassionate service.
Haley Heter
Haley Heter is an accomplished enablement leader with a background spanning over 20 years in the technology industry. As the Senior Director of Cohesity Academy at Cohesity, Haley has been instrumental in establishing the foundation and growing the global strategy of a formalized education and certification business. Under her leadership, Cohesity Academy has achieved substantial growth in learner engagement and productivity, specializing in AI-driven solutions for security and data management. The Academy focuses on delivering high-caliber training across all audiences internally and externally on Cohesity's industry-leading suite of AI-driven, security, and data management solutions.
Prior to her current role at Cohesity, Haley served as the Director of Portfolio, Development, and Certification at NetApp where she led the global curricula team, overseeing the design and implementation of strategic educational programs that supported business goals and ensured high standards across all learning initiatives. She holds a degree in Master of Science in Instructional Design Technology from Emporia State University. Beyond her professional achievements, Haley is deeply committed to promoting diversity and inclusion within the tech industry. She chairs Cohesity’s Women Impact Network, an initiative aimed at empowering women through mentorship, networking, and professional development opportunities. Haley loves traveling with her daughter, who is a pilot, exploring new destinations together and enjoying a unique experience from the cockpit.
Heather Engen
Heather Engen is a seasoned executive with over two decades of leadership experience spanning Fortune 500 and Global Fortune 500 companies, including GE Digital, Fujitsu Americas, Lenovo, and IBM. Currently serving as Chief Customer Officer at Netradyne, a rapidly growing pre-IPO AI technology unicorn, Heather is leveraging her broad experience to lead global teams across Customer Success, Account Management, Support, Field Engineering, and Customer Education—driving transformative initiatives that elevate customer experience and accelerate growth.
Throughout her career, Heather has consistently delivered results across hardware, software, and services businesses, with full P&L accountability for complex, multi-product portfolios. Her strategic acumen and operational excellence have fueled successful turnarounds, double-digit growth, and best in class customer retention. From launching digital customer journeys to restructuring global support operations, Heather has built a reputation for aligning cross-functional teams around the customer and delivering measurable impact.
Heather’s passion for customer advocacy was shaped by her diverse experience in product management, marketing, sales, and strategy. This journey has instilled a deep understanding of customer needs and a commitment to delivering value at every touchpoint. Her leadership philosophy centers on authenticity, empathy, innovation, and continuous learning—principles she applies to empower teams and foster long-term customer partnerships.
Heather holds an MBA from the University of North Carolina’s Kenan-Flagler Business School and a BS in Business Administration from the University of South Dakota. She is a champion of mentorship, leadership development, and DEI initiatives.
Based in Apex, North Carolina, Heather loves spending time with her family, both humans and the canine variety. She is active in her community and enjoys a multitude of fitness activities that have most recently led to Spartan racing. She is an avid reader, loves music and concerts, and is always up for a great movie, (scary movies not included).
Jason Keller
Jason Keller is Vice President of Customer Success Education at Genesys, where he leads the global strategy and execution for customer, partner, and internal training programs across one of the world's leading customer experience platforms. With more than 15 years of leadership experience in customer success and education services, Jason brings a rare combination of P&L ownership, strategic vision, and operational depth to everything he builds.
In his current role, Jason oversees comprehensive learning and enablement for Genesys's entire Customer Success organization — spanning Sales, Professional Services, Customer Success Managers, Technical Account Managers, and Product Support. He focuses on ensuring that training directly drives adoption, retention, and measurable business value for customers and partners alike.
Throughout his eight-year tenure at Genesys, Jason has held progressive leadership roles across product management, offer management, and education services. He’s experience in building and scaling global training programs, optimizing subscription and pricing models, and developing certifications and e-learning platforms used across North America, EMEA, LATAM, and APAC. Prior to Genesys, he directed large-scale contact center operations and training programs at Leidos and Lockheed Martin Information Technology, supporting $100M+ government contracts and honing a discipline for cross-functional leadership in complex environments.
Jason is a firm believer that great learning experiences have a touch of magic to them. A philosophy informed by his deep love of Disney and all things whimsical. He brings that same sense of wonder and intentionality to designing programs that don't just inform, but genuinely delight and engage the learners they serve.
Jennifer Healy
Jennifer Healy leads the development of innovative customer expertise and education offerings for Salesforce Success Plans, where it is recognized that empowered users are essential to maximizing the value of the Salesforce platform. Passionate about creating impactful learning experiences that drive customer adoption, increase value realization, and reduce churn, Jennifer brings over three decades of experience in the education and services sector and a deep understanding of the Education Services Market. She has a proven track record of incorporating the Voice of the Customer to drive product strategy, defining, planning, launching, and maintaining numerous offerings that have demonstrably improved customer adoption and satisfaction. Her data-driven approach involves analyzing user behavior and gathering feedback to ensure offerings are relevant, engaging, and effective.
Prior to Salesforce, Jennifer held product and program management leadership roles at several leading technology companies, including Veritas, Symantec, and GE Digital, where she honed her expertise in the education services market. Her background in history (BA, Binghamton University) and information science (Master’s in Information and Library Science, San Jose State University) provides her with a unique perspective on understanding customer needs and developing effective learning solutions. A firm believer in the power of knowledge and information to drive innovation, Jennifer is committed to driving innovation in the customer success space and is passionate about empowering individuals and organizations through education. In her free time, Jennifer enjoys spending time with her three kids and enjoying the outdoors.
Jordan Grantham
Jordan is Director of Education at Tricentis, with a strong focus on product adoption, customer onboarding and partner enablement. During his tenure at Tricentis, he has scaled and standardized the education offering across a multi-product portfolio, led a 4x growth in the Education active user base and implemented a comprehensive and highly-adopted certification program.
Having performed almost all roles in an Education function, from instructional design to LMS administration and beyond, Jordan has a deep understanding of its inner workings and harnesses these expertise to align education objectives and operations to business outcomes, the wider organization, and present a unified experience to the ecosystem.
Jordan is a passionate educator with a background in both adult education as well as social entrepreneurship. Jordan spent several years in the classroom, both as a teacher of English as a foreign language as well as a university lecturer on test automation. He is based in Vienna, Austria and holds a first-class honours degree in Modern Languages from the University of Birmingham. Outside of work, you may find him road-biking around the Austrian countryside or ticking new destinations off his bucket list.
Karl Reynolds
Karl Reynolds serves as the Senior Director of Global Learning Services at Red Hat, where he drives the growth of a global community of skilled and passionate users of Red Hat's open-source technologies. Before joining Red Hat, Karl held various leadership roles in education services at leading organizations, including Business Objects (now part of SAP), PeopleSoft (now part of Oracle), and Lawson Software (now part of Infer).
With a deep passion for leading and scaling the sales and delivery functions of education services businesses, Karl has consistently brought innovative and highly successful learning solutions to market throughout his career. He earned his degree from Virginia Tech and currently resides in Cary, North Carolina, with his family.
Kim Metz
Kim Metz is a Dell Technologies leader with over 25 years of sales, operations, delivery, and product management experience in various organizations. Kim leverages her thorough end-to-end knowledge of the business to define Dell’s Education portfolio strategy as she currently leads Dell’s product management team. Kim has successfully integrated award-winning training and certification programs into Dell's Support, Deployment, and Professional Services by ensuring there is a seamless sales motion across the services organizations while bringing outcome-based value to our customers. Outside of work, Kim and her husband enjoy creating an Austin, TX local kid rock band, featuring her two children, Kate,10, and Mike,9.
Mike Ferguson
Mike Ferguson has been at Donnelley Financial Solutions (DFIN) since July of 2023. DFIN provides regulatory filing and deal solutions to public & private companies, mutual funds and other regulated investment firms. Mike is the Senior Vice President of Support & Customer Enablement. He is responsible for global technical support & customer education.
Prior to joining DFIN, Mike was the Vice President of Support at Coupa Software, a leading SaaS company in Business Spend Management. Mike has spent 25+ years in technology and has led global teams that span customer support, technical support, customer success, operations, professional services, marketing and sales. He has a deep passion for delivering great customer outcomes. Mike has an MBA from Thunderbird, The American Graduate School of International Management. He lives in Lehi, Utah with his amazing wife of 30 years. They have 6 children and 6 grandchildren. His life outside of work revolves around family and friends. Mike's happy place getaway is the beach. He grew up in the south (Alabama), so he LOVES his Crimson Tide football and Nascar racing.
Randy Taylor
Randy Taylor is a Product Director for IBM Training, where he leads platform strategy and product direction for IBM’s global learning ecosystem, serving clients, practitioners, and Business Partners at scale. With more than 20 years at IBM, Randy has built a career at the intersection of technology, product innovation, and education—translating complex enterprise capabilities into scalable, high-impact learning experiences.
His work focuses on advancing the next generation of enterprise learning through AI, including agentic AI and AI Mentor workflows, while applying data-driven insights to optimize catalog strategy, learner engagement, and competitive positioning. Randy brings a forward-looking perspective on how AI, platform thinking, and personalized learning are reshaping education services and enabling organizations to develop skills at scale.
Rochana Golani
Rochana is a senior leader in the field of Learning & Enablement, currently serving on the executive team at Databricks, a Data and AI company. She oversees Learning & Enablement for internal teams, partners, and customers, as well as the User Community, driving comprehensive user success at scale. Rochana is at the forefront of promoting data culture within organizations.
Prior to her role at Databricks, Rochana was the Managing Director of Learning Services at Google Cloud. There, she built a team and program that reached millions of developers, established industry-recognized credentialing programs and received numerous awards for innovation in technical education and developer engagement. Her career also included leadership positions in Learning at AWS and VMware.
With over 30 years of professional experience, Rochana operates at the intersection of innovative technology and the critical need for skilled talent to drive adoption. She is passionate about continuous learning and is a deep advocate for diversity and inclusion, dedicated to increasing representation and fostering diverse leadership teams. Rochana resides in the Bay Area with her husband and two daughters.
Sadhika Salariya
Sadhika Salariya is a product and growth leader at Cisco, focused on commercialization strategy and revenue growth across global enterprise and partner ecosystems within Cisco’s learning and training organization.
She specializes in offer management, SaaS growth, AI-enabled digital learning, and go-to-market transformation, with a focus on accelerating skill development and driving successful learner and customer outcomes.
Her work centers on the evolving role of AI in learning, workforce transformation, and customer education as organizations adapt to the future of work.
Sadhika is passionate about how AI can enhance learning experiences that foster curiosity, creativity, and critical thinking, while enabling learners to strengthen higher-order problem-solving and build practical skills.
Scott Reid
Scott is Vice President of Global Learning Services at Dayforce, where he leads learning for customers, partners, and employees around the world. With 25+ years of experience across Sales, Human Resources, and Professional Services, he brings a customer-focused and cross-functional perspective to learning, especially in fast-paced SaaS and HCM environments. Scott leads a global team that creates learning experiences and certifications designed to make key product functionality easier to understand and apply on the job. These programs help learners across North America, EMEA, and APJ build skills, gain confidence, and spend more time doing the work they’re meant to do. Based in Toronto, Scott sees learning as a strategic driver of customer success and retention, workforce productivity, and revenue growth.
Executive Advisory Board
Abbas Haider Ali
Abbas Haider Ali is the Chief Customer Officer at Atlassian where he leads a 500+ person global customer organization behind an AI-powered collaboration and team productivity platform with $6.6 billion in subscription ARR, growing 23% year over year. Atlassian's software is used by more than 350,000 customers worldwide and over 85% of the Fortune 500. Previously, he was SVP of Customer Success at GitHub, supporting the entirety of GitHub’s multi-billion dollar business, spanning 225 million users, 50 million Copilot users, and 4 million organizations. Before that, he was VP of Customer & Partner Success at Twilio for the Data & Growth business, joining through the $3B+ acquisition of Segment. His earlier experiences include executive roles at xMatters (acquired by Everbridge), Managed Objects (acquired by Novell), Opnet Technologies (acquired by Riverbed), and IBM.Abbas has led teams on every side of a software business: the ones that build it (engineering, design, product management, strategy, and product marketing), the ones that sell it (field and solutions engineering, sales, business development, and partner and channel), and the ones that deliver outcomes (customer success, forward deployed engineers, support, and professional services). His experiences have shaped a multi-disciplinary approach to leadership in B2B tech companies.A computer engineer by training and a University of Toronto graduate, Abbas designed, built, and ships CCO-GPT.com, an AI thought partner trained on his own frameworks and experience. He is also an active venture capital investor and advisor to 100+ companies, with a passion for mentorship, especially for women and underrepresented groups as they take on leadership roles in tech.
Angelica Riemann
Angelica was appointed vice president and general manager of Agilent CrossLab Group’s Services and Lab Enterprise Division in August 2021. She previously served as vice president and general manager of the Chemistries and Supplies Division after being vice president and general manager of the Chemistries Division and senior marketing director since 2017.
As a member of CrossLab Group’s executive staff, Angelica is a key leader in steering the business unit’s transformation into a customer-centric organization. Over the span of her 20-year career at Agilent, Angelica has contributed key strategic insights and recommendations as part of the Agilent Enterprise Strategy Initiative, provided ongoing leadership as a founding member of the Agilent Biopharma Initiative, and informed high impact business strategies driven by organic investment as well as M&A opportunities.
Angelica’s experience includes progressive leadership responsibilities across technical support, sales, program and product marketing, and marketing management. Before joining Agilent, Angelica was a customer, spending six years in a forensic lab and as an application scientist at J&W Scientific.
Angelica earned a Bachelor of Science in cell and molecular biology, with a minor in chemistry from San Francisco State University. She’s an alumnus of the Agilent LEAD leadership program and has a certificate in marketing strategy from the Johnson Graduate School of Management at Cornell University.
Asha Devasia
Asha Devasia is currently Senior Vice President for the Power Systems & Services (PS&S) Business at Schneider Electric. She is an empathetic leader with an entrepreneurial spirit; she began her career in the pharma industry then moved into industrial, energy, technology, and services. She has extended experience in Product and Program Strategy, Business Strategy, Management, Transformation, M&A and partnerships, Agile, IoT and Operations. In her current role, Asha leads division global strategy, services and sustainability initiatives working collaboratively across multiple businesses to support the significant growth and profitability of the PS&S business. She also oversees future portfolio innovation, helps to build strong customer relationships, and maximizes the company’s financial and sustainability performance.
Asha brings extensive experience transforming organizations, developing talent and disrupting standards to drive business value. She joined Schneider Electric in 2017 after prior experience in pharma/biotech industry, technology/management consulting, private equity and with the General Electric company. In her previous roles, Asha has also been instrumental in pushing cultural transformation and creating new innovative solutions for customers/partners. Asha is very passionate about developing talent in the workplace as well as Diversity & Inclusion.
Brad Myers
Brad Myers is Chief Customer Officer at Splunk, a market-leading Cybersecurity/data company that specializes in managing large machine-learning data via on prem and cloud software and solutions.
Prior to joining Splunk, Brad was Area Vice President for Cloud Consulting at Oracle, where he led sales operations for the West Coast as well as overseeing consultants and success teams for Oracle’s enterprise customers.
Brad also held senior roles throughout his career at Microsoft, Agilent Technologies, and Clutch, where he was Partner and Executive Vice President. He has strong experience in leading global teams along with extensive industry knowledge in communications, financial services, technology, and retail. He has a solid background in delivering complex solutions to customers and has a proven ability to develop products and services resulting in increased revenue for organizations.
Brad also holds a number of board and volunteer positions. He was in an Advisory Board role for Guide Dogs for the Blind from 2011 to 2015, as well as being an advisor to the Seattle Foundation. He is currently a Business Advisor for Seattle Children’s Hospital.
Brad holds a BS in Communications and Business from the University of Portland and participated in the Stanford Executive Program at Stanford University.
Callum McGregor
Callum serves as Chief Finance Officer for Westcon International. Joining Westcon International in 2014 as Services Director of Finance, he has also held roles of Vice President of Finance for Cloud and Vice President of Group Finance & Operations. Callum began his career with Deloitte, South Africa, qualifying as a member of the South African Institute of Chartered Accountants. Callum is also qualified as a Certified Information Systems Auditor and holds international affiliate membership with ISACA and the American Institute of Certified Public Accountants.
Candace Wallace
Candace has the pleasure of serving as Chief Customer Officer at Relias, overseeing the functions of Customer Success & Renewals, Professional Services, Support, and Client Care Operations. Her role is focused on delivering customer value at scale. Working in an organization focused on healthcare and growing the talents and opportunities of healthcare workers means she and her teams have the privilege of driving real change across many aspects of the healthcare continuum. Having joined Relias in 2013, Candace has led several key teams including Customer Success, Support, Professional Services, and the Solutions Group. Prior to joining Relias, she worked as an archaeologist in the environmental compliance industry at Atkins and holds bachelor’s degrees in Archaeology and Religion from Baylor University.
Christina Crowley
Christina Crowley serves as Senior Vice President of Global Services Operations at Dell Technologies. She leads a team committed to advancing operational excellence and executing innovative solutions across Dell Technologies Services, all while delivering an exceptional end-to-end service experience for both customers and employees.
In her time at Dell, she has held global leadership roles across Sales, Services and Operations, consistently driving revenue growth, cost optimization, and customer experience.
Before joining Dell Technologies, Christina established and led the software compliance team at Oracle focused on software audits and advisory services. She is a Certified Public Accountant.
At Dell, Christina serves as an Executive Sponsor of the Veterans & Supporters and True Abilities ERGs, as well as the Executive Sponsor for Nature Fresh Farms and Zones. Recognized for her leadership and mentorship, Christina was named CRN's Mentor of the Year, Channel Chief, and one of the 100 Most Powerful Women of the Channel in 2023. Beyond her work at Dell, she contributes to her community by serving on the boards of the Boston American Heart Association and the Massachusetts Commonwealth Corporation.
Deb Ashton
Deb founded Certinia through a strategic collaboration between Salesforce and Unit4. Deb’s vision and leadership were pivotal in scaling Certinia from a founding team of 27 to a powerhouse of ~ 850 employees, serving ~1400 customers globally to deliver customer value with certainty. As the leading voice for Certinia's customer experience, Deb prioritizes the delivery of moments that matter. She harnesses holistic listening programs and data analysis to understand the intricacies of the customer's journey. Debs dedication to innovation ensures that Certinia's products and services continually evolve to elevate customer experiences.
Dilip Kumar
Accomplished technology executive with 30+ years of experience delivering digital transformation at global scale. As Global Head of Technology Solutions at NTT DATA ($30B+ IT services), I bridge strategy to execution for Fortune 100 clients—modernising legacy estates for AI readiness, simplifying complex multi-vendor environments, and converting investments into measurable business outcomes.
Known for:
✔ Building global-scale operating models
✔ Creating high-performance teams and culture
✔ Orchestrating partner ecosystems to deliver executive KPIs across resilience, cost, and experience
Key Achievements
Quality Growth: Sustained bookings through portfolio innovation and services mix shift.
AI-Ready Infrastructure: Engineered secure solutions across networks, data centres, workplace, and cyber—enabling 75% of Fortune Global 100 clients to accelerate AI adoption.
Operating Model Transformation: Integrated 31 companies into one agile, client-focused organisation, improving global delivery consistency and speed to market.
Ecosystem Leadership: Built strategic alliances (Cisco, NVIDIA, Dell, Palo Alto Networks, HPE) to co-engineer sustainable, high-performance infrastructure for the AI era.
Leadership Differentiators
Global Scale Business Building: Multi-region operating models, GTM orchestration, platform-led delivery.
Winning Teams & Culture: High-performance, inclusive teams with clear charters and accountability.
Outcome-Based Services: Lifecycle governance and telemetry-driven optimisation for value realisation.
Strategy → Execution: Convert board-level strategy into architectures, roadmaps, and playbooks.
Ecosystem Orchestration: Align OEMs and startups for co-innovation and platform-level outcomes.
Operational Discipline: Balance growth with margin improvement through portfolio mix and productivity.
Recognised as an Inspiring Tech Leader (2025) | Frequent speaker on AI infrastructure and outcome-based services | Passionate about helping business leaders harness technology for transformative, tangible results—efficiently, securely, and at global scale.
Greg Friesen
Greg Friesen is Vice President and General Manager of Global Services and Support at Ciena. Greg has been in this role for over four years and he is responsible for Ciena’s customer support, deployment, training, managed services and transformation capabilities.
Greg has over 25 years of experience in senior product management roles, network design, planning, and engineering, including his most recent role at Ciena as Vice President of Product Line Management, where he was responsible for the development and introduction of Ciena’s converged packet optical and packet networking solutions including the 6500, 8700, 5400, and Waveserver products.
Prior to joining Ciena in 2017, Greg worked at DragonWave where he served as Vice President of Product Management and Marketing, and sat on the Board of Directors for DragonWave HFCL India.Greg has also held product management and network planning roles at Innovance Network and Nortel Networks.
Greg has authored numerous posts on LinkedIn, papers and magazine articles in publications including Microwave Journal, RCR Wireless, Converge Digest, AGL, Mobility Tech Zone, and has spoken at numerous industry conferences such as CTIA, 4G World, Small Cells World Forum, Small Cells America, Wireless Infrastructure, and Layer 123. Greg was the recipient of the 2011 Ottawa Business Journal Top 40 Under 40 Award.
Greg has a B.Sc. in Electrical Engineering from University of Saskatchewan and holds 4 granted patents in the optical networking area.
Jeb Horton
Jeb Horton is Senior Vice President of Global Services. Jeb has worldwide responsibility for managing Professional Services, Managed Services, Education Services and our Infrastructure as a Service business for Hitachi Vantara. Global Services supports clients in a wide range of industries including Financial Services, Healthcare, Transportation, Manufacturing and Entertainment. This includes a full range of infrastructure services supporting both Hitachi products and third-party infrastructure hardware.
Jim Roth
Jim leads the Salesforce Customer Success organization that is dedicated to accelerating impactful business value and outcomes for all Salesforce customers with adoption, architecture, training, and support. Under his leadership, the team launched the first-ever Customer Success Score, a data-driven tool providing critical insights into customer health, adoption, and performance. Jim’s organization delivers an integrated service experience across support, success, and education, with a focus on leading the industry in agentic service with Agentforce and helping every Salesforce customer become an agentic enterprise.
John Page
John Page is the Senior Vice President and President of Global Services. He holds 25 years of financial and corporate leadership experience, including as founder and chief executive officer of a cloud-based computing company. He has held other C-suite and senior management roles at leading semiconductor and electronics firms. Previously, John led Keysight’s business finance organization as the vice president.
Immediately before returning to Keysight, he served as a member of the executive team at Nanosys, where he enabled the company's transition from a technology research powerhouse with over 800 patents into a growing commercial business in the electronics industry. John’s career includes serving in positions at Keysight’s predecessors, Agilent, and Hewlett-Packard, and helping to lead another spin-off, Lumileds, while serving as its first chief financial officer. He was also a co-founder and executive leader of Agilent's Imaging Electronics Division, where he helped the business reach over $1B in revenue.
John started his journey with Hewlett-Packard in 1988, serving in various finance and general management positions. He holds a master’s degree in business administration from the Simon Business School at the University of Rochester and a bachelor’s degree in economics from the University of Rochester.
Kurt Kuelz
Accomplished technology services business leader with a proven track record of building and transforming global organizations to deliver growth and profit through winning strategies and extraordinary execution. Inspirational leadership of large, globally diverse organizations by connecting vision, strategy, and initiatives to individual professionals. Business growth through accomplished business development and account management skills. Profit improvement through process innovation and optimization. Thirty-year career with significant international experience while consistently exceeding expectations at every level.
Lavanya Gopalakrishnan
As Senior Vice President of Customer Success at Cisco, Lavanya Gopalakrishnan leads a global organization dedicated to helping customers realize the full value of their Cisco investments. A transformative technology leader, she is recognized for driving impactful customer outcomes, building high-performing global teams, and inspiring innovation at scale. With more than 25 years of experience spanning engineering, business strategy, supply chain operations, and professional services, Lavanya has also pioneered global centers of excellence that drive consistency, efficiency, and growth worldwide.
Lavanya previously led the Global Customer Success Specialists organization, delivering measurable customer value and exceptional partner experiences. She has held key leadership positions within Cisco’s Customer Experience, Professional Services, and Support, and earlier served in engineering and supply chain operations roles at Cisco, Ciena, and Nortel Networks. She also co-authored several publications and journal articles.
A passionate advocate for women in STEM, Lavanya serves as the executive sponsor of Cisco's Women in Science and Engineering (WISE) in North America, as well as the Bay Area Chapter of Women of Cisco. She has also mentored technology talent on the board of N/Core, The/Nudge Centre for Social Innovation, a non-profit incubator dedicated to solving India’s most pressing challenges.
Lavanya holds a Master of Science in Systems Science Engineering from Binghamton University, a bachelor’s degree in mechanical engineering from BITS Pilani in India, and is a Wharton University of Pennsylvania Aresty Scholar and certified ITIL Expert.
Mike Flannagan
Mike Flannagan is Corporate Vice President of Global Customer Success at Microsoft and is responsible for the success of customers with the Microsoft Cloud. Mike also leads Enterprise Services, including Unified and Premier Support, Global Operations for Product Support, Digital Success and Support, Sales Excellence, and the Customer Experience Center of Excellence. Prior to Microsoft, Mike was Senior Vice President at SAP, and Vice President & General Manager at Cisco. Mike earned his MBA from Auburn University, where he is a member of the Graduate Dean’s Advisory Council, an NACD Board Leadership Fellow, serves on the Advisory Council for the University of Texas at Austin's McCombs College of Business, and is a member of the Board of Directors of the Global Partnership on Sustainable Development Data.
Mindy Cunningham
As Senior Vice President of Customer Success and Services for Vertex, Inc., Mindy Cunningham leads the company’s post-sales efforts with a focus on elevating the customers’ end-to-end experience journey.
Mindy is a seasoned and accomplished executive with an extensive career in customer success, professional services, consulting, and premium support services specializing in business transformation and innovative enabling technologies.
Prior to joining Vertex, Mindy held senior leadership positions with industry-leading companies including Thomson Reuters, Ellucian, Citrix Systems and KPMG Consulting. She spent the early part of her career as a certified public accountant with Ernst & Young.
Mindy is a founding member of CHIEF Miami, a private network built to drive more women in positions of leadership, serves as a board member on the Technology Services Industry Association (TSIA) Executive Advisory Board and previously served on TSIA's Customer Success Advisory Board. She holds a B.S. in Accounting from American University.
Ryan Barry
Ryan Barry serves as Chief Client Services Officer at Health Catalyst, where he leads a comprehensive client services organization encompassing customer success, implementation, delivery, training, data science and analytics services, support, and value architecture. Since joining Health Catalyst in 2018, Ryan has been instrumental in driving operational excellence and scalable service delivery models that maximize client value and business outcomes.
With more than 25 years of healthcare technology and services experience, Ryan brings deep expertise in building high-performing teams that deliver measurable clinical, financial, and operational improvements for healthcare organizations. His strategic approach to client engagement combines practical operational leadership with data-driven decision-making, enabling organizations to accelerate time-to-value and achieve sustainable results.
Ryan's career spans critical leadership roles across the healthcare technology ecosystem. As SVP of Client Success at Health Catalyst, he established frameworks for client engagement and expansion that balance growth with profitability. Previously, as SVP of Client Experience at Medicity, he led delivery of the first statewide Health Information Exchange in the United States, pioneering interoperability solutions that remain foundational to healthcare data sharing today. His career began supporting TRICARE Military Health Facilities worldwide, providing third-party collections and claims processing solutions.
Ryan's leadership philosophy centers on transparency, collaboration, and operational rigor, building service organizations that scale efficiently while maintaining exceptional client outcomes. His experience navigating complex technology implementations, managing distributed teams, and optimizing service delivery models aligns with TSIA's mission of helping technology companies achieve operational excellence and profitable growth.
Ryan holds a BS in Health Policy and Administration from The Pennsylvania State University, a Certificate in Project Management from George Mason University, and professional credentials as both a Project Management Professional (PMP) and Certified Scrum Master (CSM).
Scott Bajtos
Scott Bajtos leads the global Adobe Customer Solutions organization, including Customer Engineering, Customer Success, and Global Consulting for Adobe Experience Cloud. With over 30 years in the software/SaaS industry, he specializes in end-to-end customer success, enterprise technical support, and global support strategy. Before Adobe, he served as Chief Customer Officer at VMware, leading global support, services, and customer advocacy, and held similar roles at Business Objects and SAP including Executive Vice President and General Manager. He focuses on proactive, seamless support, anticipating customer needs, and innovating solutions. A servant leader, Scott is dedicated to building long-term partnerships and guide his teams to excel. At Adobe, his mission is to ensure every customer achieves success and becomes a customer for life.
Scott Cravotta
Scott Cravotta is the Chief Customer Officer of Genesys. Leading one-third of the company’s global workforce, his teams are responsible for enabling customers to maximize the value of their Genesys solutions and achieve better business outcomes. Since joining Genesys in 2015, Scott has held several leadership roles, including Executive Vice President of Customer Success and Service and Executive Vice President of Worldwide Professional Services. Previously, Scott was the Senior Vice President in Worldwide Professional Services at OpenText following the acquisition of GXS, where he served as the Senior Vice President for Global Professional Services. Earlier in his career, he was a Division Vice President and General Manager of ADP.
Sofia Barbosa
Sofia is the Global Chief Customer Officer at BMC Software, where she leads worldwide Customer Success Management, Support, Education, Professional Services and Voice of the Customer organizations. With a career built at the intersection of technology, customer experience, and operational excellence, she drives strategy and execution across post-sales motions to accelerate adoption, value realization, and growth.
Prior to BMC, Sofia held global leadership roles in Professional Services and Customer Success at OutSystems and Fujitsu, successfully navigating both high-growth scale-up and large corporate environments. Her leadership has consistently focused on driving transformation, delivery quality, financial performance, and customer satisfaction.
A passionate advocate for inclusive leadership and the evolution of customer success, Sofia brings over two decades of experience driving customer-centric transformation across enterprise and scale-up environments
Srivatsan Vaiyakarnam
Srivats Vaiyakarnam serves as NetApp's Chief Customer Success Officer, overseeing all post-sales operations to deliver the best experience for NetApp customers. This includes managing customer support and success management teams, professional services, and renewals to ensure positive outcomes for NetApp's growing global customer base. As a member of NetApp’s executive leadership team, Srivats is also involved in strategizing with Hyperscalers to accelerate the cloud business. With over 20 years of experience at Informatica, Srivats has held various roles in engineering, operations, and customer support and success. He holds a Bachelor of Science degree in Physics and a Master of Computer Applications degree from the University of Madras.
Steve Holdridge
Steve Holdridge is President and Chief Operating Officer at Dayforce. Steve leads all go-to-market and operations functions globally, including the Customer, Revenue, Digital, Marketing/Communications and Transformation organizations. Prior to this role, he served as President, Customer and Revenue Operations as well as Chief Customer Officer. Steve is a seasoned leader with over 30 years of experience driving sales, durable growth, and customer experience. Before joining Dayforce, he held global leadership roles at leading technology firms including MicroStrategy, Infor, Oracle, and Price Waterhouse. Steve holds a bachelor’s degree in business administration from California Polytechnic, San Luis Obispo and is based in the Washington, DC area.
Thomas Pfiester
Thomas Pfiester is a Member of the Extended Board of SAP SE, leading the Customer Engagement and Adoption organization within Customer Services and Delivery. He manages a global team of more than 20,000 employees, focused on accelerating the adoption of SAP solutions and innovations Thomas helps customers modernize their SAP Cloud ERP landscapes with SAP Business AI and Joule. Through the SAP Services and Support portfolio, Premium Engagement expertise, SAP Business Data Cloud, and the integrated toolchain, he accelerates adoption and turns insights into action to deliver measurable outcomes. With over 20 years in the software industry, Thomas is committed to achieving measurable digital transformation results for customers. Since joining SAP in 2006, he has held several leadership roles across large and diverse teams.
Tony Colon
Tony Colon is Veeam’s Chief Customer Officer leading the Renewals, Customer Success and Technical Support, and Professional Services teams. He oversees the entire customer journey, ensuring every customer interaction delivers a high-value experience.
Tony brings 20+ years of experience leading global customer-facing organizations. Prior to Veeam, he helped scale ServiceNow’s Customer Success organization from $100M to $1B and drive similar transformations at Cisco and Salesforce.
Tony has a master’s degree from MIT Sloan School of Management and a bachelor’s degree from Illinois Institute of Technology.
Vinny Maurici
As Syndigo’s Chief Operating Officer, Vinny combines strategic vision with operational rigor to drive global execution. He is recognized for uniting complex organizations around clear outcomes and developing high-performing teams. Prior to joining Syndigo, Vinny held senior leadership roles at Object Edge, Pivotree, and Codifyd—specialized consultancies that partnered with Fortune 1000 brands and retailers on large-scale digital commerce, Master Data Management (MDM), and Product Information Management (PIM) transformations.
Intelligent Hardware & Services Advisory Board
Alejandro Capparelli
Alejandro Capparelli is the Vice President and General Manager, Lifecycle Global Regions at Rockwell Automation and brings to this role more than 26 years of experience in business leadership, sales, and marketing in digital manufacturing in discrete, process and hybrid industries. He leads strategic development and execution plans for services and solutions in the global regions driving overall business growth serving multiple manufacturing industries. Throughout his career, he led business and organizational transformational processes delivering business outcomes helping the organization to achieve and exceed goals with a high level of people engagement. Alejandro joined Rockwell Automation in 1997 as a Field Services Engineer. He has international experience serving Rockwell Automation in multiple capacities leading services, solutions, sales, channels, OEMS, system integrators and partners. Alejandro has a bachelor’s degree in electrical engineering from UNMDP University in Argentina. He resides in Florida with his wife and two children.
Andrew Robinson
Andrew possesses a people-first mindset and is responsible for setting the strategic direction of CenTrak, in collaboration with the Board, building a high-performance culture, identifying innovation opportunities, and evolving the business strategy to accelerate growth. Andrew's success is built upon cultivating diverse and inclusive teams that foster a psychologically safe environment, encouraging each member to embrace the power of possibility and tackle seemingly impossible challenges. The result of this is empowered and enabled teams able to unlock their full potential, serve customers effectively, and deliver groundbreaking innovations with real-world impact.
Throughout his career, Robinson has led teams who combine hardware and software to deliver innovative IoT solutions. He serves as a board member for Hypertherm Associates, and most recently led global diversity, equity, and inclusion initiatives for Fortive, a Fortune 500 company, as Vice President of Inclusion & Diversity. Robinson has also served as General Manager, Vice President of Forecourt and EV Systems for Gilbarco Veeder-Root; President of Veeder-Root, a Fortive Corporation; and President of X-Ray Optical Systems, Inc., a Danaher Corporation.
Andrew earned an MBA from Harvard Business School and a Master of Science in Mechanical Engineering from Purdue University. He is also a graduate of Stanford University with a Bachelor of Science in Mechanical Engineering.
Armin Jehle
Armin is the Vice President and General Manager of the CrossLab Services Division at Agilent, a role he has held since July 1, 2024. In this capacity, he oversees the Service Marketing Organization, the Center of Excellence, and the Services R&D Team. His mission? To deliver valuable customer outcomes through market-oriented innovations, digitally supported services, and expertise—all seamlessly tailored to customer needs.
Previously, Armin was responsible for shaping the strategic direction of the Core Instrument Services business as VP/GM. Prior to that, he led Agilent’s EMEAI Customer Service Organization, ensuring exemplary technical support and service for Agilent’s customers’ laboratories. His efforts included, evolving the channel model to deliver a differentiated, market-leading experience for Agilent’s customers, focusing on application expertise (solutions) and improving the onboarding experience.
Armin embarked on his career 22 years ago with Danaher/Sciex as a field service engineer for high-end mass spectrometry instruments. Over time, he transitioned into various management roles, including field delivery and contract sales. His extensive experience spans service sales, operations, product development, and marketing management.
Armin holds a degree in Biomedical Engineering from the University of Applied Sciences Ansbach and an MBA in General Management from the University of Hamburg.
Balamurugan Ramassamy
Balamurugan Ramassamy is a senior leader at Siemens Digital Industries Software, where he oversees global service delivery, technical support, and presales for the Siemens HPCWorks portfolio of products. With a strong background in High-Performance Computing (HPC) and cloud systems integration, Balamurugan focuses on delivering performant, reliable and scalable infrastructure solutions. Throughout his career, he has managed cross-functional engineering teams, structured partner integrations, and guided enterprise customers through complex HPC transformation journey. He is recognized for his practical, results-oriented approach to technology management and operational execution.
Brian Everett
Brian Everett is an accomplished executive with 25 years of service at IBM, currently serving as the Vice President of Americas’ Delivery for IBM Technology Lifecycle Services (TLS). In this role, he oversees Field Services and Client Management, driving optimized delivery and proactive client engagement. Previously, as Global Director of Client Innovation Centers (CICs) for TLS, he managed eight strategic centers worldwide, employing over 3,200 staff. Everett also held the position of Director of Global Transformation for IBM Technology Support Services (TSS), spearheading global delivery transformation across multiple domains.
With extensive operational expertise, Everett has led TSS’s global Remote Technical Support (RTS) transformation, establishing key CICs in Sofia, Bulgaria (1,700+ employees), Cairo, Egypt, Zagreb, Croatia, Guadalajara, Mexico, and San Jose, Costa Rica. His career also includes roles such as Senior Project Manager for U.S. Software Services, Operations Team Lead, and Senior AIX Technical Support Engineer. Based in Georgetown, Texas, with his wife and five children, Everett combines deep technical knowledge with strategic leadership to advance IBM’s service delivery and client satisfaction.
Daniel Herrera
DanielHerrera is a seasoned operations executive and strategic leader with more than30 years of experience in telecommunications, engineering, and managedservices. As Director of Managed NOC & Engineering Dispatch Services atCiena, he leads critical infrastructure operations, driving the evolution ofnext-generation Network Operations Centers (NOC 2.0) and optimizing globalengineering dispatch. His leadership focuses on operational excellence, serviceinnovation, and building high-performing, cross-functional teams.
At Ciena,Daniel has played a key role in scaling managed services and improving globalservice delivery. He has led complex operational initiatives, includinginternational leadership programs and logistics optimization across key marketssuch as the United Kingdom. His expertise spans technical engineering, fieldservices, and end-to-end service lifecycle management, making him a recognizedvoice in network reliability and service operations.
Outside ofhis corporate role, Daniel is an entrepreneur and community advocate. He is thefounder of Legendary Fly Gear, a premium angling equipment company, and serveson the Board of Directors for the Ernest Schwiebert Chapter of Trout Unlimited,supporting conservation and industry stewardship.
An avidoutdoorsman and craftsman, Daniel enjoys overlanding, bonsai, ceramicsculpture, and other hands-on pursuits that reflect his appreciation forprecision, craftsmanship, and continuous improvement.
Danielresides in Hamilton Township, New Jersey, and is passionate about mentorship,technical excellence, and the ongoing evolution of service organizations.
Diodoro Cocca
Diodoro is a distinguished leader with over three decades of impactful experience in the semiconductor industry, cultivated through significant tenures at Eaton SEO and Axcelis Technologies, a frontrunner in ion implantation technology. His career is characterized by a consistent trajectory of growth, a relentless focus on customer satisfaction, and a commitment to driving innovation.
Currently, at Axcelis, Diodoro spearheads the development and execution of aftermarket product and service growth strategies, expertly manages product lifecycles, and empowers global teams to achieve strategic business and operational excellence. His comprehensive career path, spanning roles from Field Service Engineer to Country Manager, and encompassing services, business development, and sales strategy, has provided him with invaluable, direct customer interaction. This extensive experience has honed his ability to lead complex organizations and businesses with exceptional proficiency.
Diodoro's leadership is marked by a strategic vision, a dedication to fostering team success, and a commitment to continuous learning. He possesses a natural aptitude for identifying and leading cultural transformations, promoting a growth mindset, and driving innovation. His academic credentials, including a Master's Degree in Computer Science from Galileo Galilei University in Pisa and an MBA in General Management from SDA Bocconi in Milan, underscore his analytical acumen and strategic business perspective.
Greg Hatchett
Greg Hatchett is the VP of Global Services at EFI , leading worldwide service operations across all business units. He has held multiple roles within EFI’s service organization over the 10 years he has been with EFI, contributing to its ongoing transformation and success. His career has spanned more than 30 years in global aftermarket services, supply chain, and engineering leadership, he has consistently delivered strong growth, operational improvements, and enhanced customer outcomes. Greg is a results‑driven leader recognized for building capable teams, implementing lean and scalable service models, and translating strategy into sustainable business performance.
Jerome Soltani
Jerome's mission is to define Schneider Electric as the digital partner in sustainability, efficiency for distributors, contractors, and end-users through services activity. After working for 5 years for UTC in the European Fire & Gaz division as marketing leader, Jerome has joined Schneider Electric in 2007 and has held several leadership roles in the EMEA zone for the Regional Solution Execution Center. In 2015, Jerome joined the Services organization where he led successfully the services business globally for Strategic Accounts doubling the activity in less than 3 years. In November 2017, Jerome was appointed VP US Field Services Operations & Operational Marketing, as well as Regional NAM Leader for the Global Field Services entity. In this dual role, he led the US Field Services business turnaround by focusing in sales growth and improved profitability. Early 2019, he acquired his current role of Senior Vice President of US Services, focusing now on digital transformation of the services business with the ambition to position Schneider Electric as the US market leader of digital services. Jerome is an experienced executive in Operations with a successful track record in the services industry across an international environment. Skilled in Strategy, Sales, Management and Marketing, he holds a degree in International Marcom from Spalding University in Kentucky; a Master’s degree in Marketing and Strategy from the Rouen Business School in France; and an Executive MBA from the ESSEC Business School in Paris.
Jodi Johnson
Jodi Johnson is the Services Offering Owner at Trystar, leading the service strategy to maximize uptime, extend asset life, and improve total cost of ownership for Trystar's customers. With 23 + years of industry experience, including leadership roles at Emerson and Pitney Bowes, she brings deep expertise in service transformation and offering management. Jodi holds degrees in both Industrial Engineering and Engineering Management.
Joe Antons
As the Vice President Supply Chain Operations Services and Logistics at Cisco, Joe leads the team responsible for delivering the customer experience: the critical moment when our partners and customers receive the Cisco products and services they need to make their own businesses successful. Joe brings a unique combination of analytical rigor and business experience, with a passion for helping people discover their true value within an organization. Joe has a demonstrated history of building successful teams that positively impacts the business.
Before joining Services and Logistics at Cisco in 2023, Joe led Supply Chain’s Global Planning team. His career began at Cisco almost 28 years ago as an Inventory Control Analyst intern, and he gradually worked his way up.
Joe is passionate about Cisco’s mission of mentoring and fostering talent and innovation. He holds a Bachelor’s degree in economics from University of Colorado and a certificate of advanced accounting from Santa Clara University.
Keith Bentley
Keith Bentley is Vice President of Final Control, Reliability Solutions, and Marketing at Novaspect, a 90-year-old employee-owned industrial automation and reliability services company and member of the Emerson Impact Partner Network. At Novaspect, Keith’s focus is on building high performance teams that support the success and long-term sustainability of industrial manufacturers by helping plant Operations, Maintenance, and Reliability teams perform at their best — reducing unplanned downtime, extending asset life, and improving process control across complex manufacturing environments. In his role, he leads multiple business units spanning valves, automation, reliability, and asset performance management (APM) services, while driving the company's go-to-market strategy, brand, and demand generation programs.
With more than two decades in industrial automation, Keith has built his career at the intersection of commercial leadership and technical depth. Prior to joining Novaspect, he worked for Emerson in a variety of sales roles. Since joining Novaspect, he has held successive leadership roles spanning sales, business unit management (including services and sales operations), Sales Leadership, and Marketing — giving him a rare end-to-end view of how wide range of automation technology gets specified, sold, serviced, and sustained in the field. Keith holds a B.S. in Industrial Engineering from the University of Iowa and an MBA from Northern Illinois University.
Massimiliano Banfi
Massimiliano Banfi is Senior Director of Global Services at NI, Test & Measurement Business Group of Emerson, leading a worldwide team focused on designing, developing, and delivering service offerings that drive customer success in the realm of new technologies, products, and solutions. With a commitment to accelerating innovation, Max oversees support services, hardware services, field service, and education services.Max's leadership is characterized by a strategic emphasis on services convergence, simplification, and integration within the technology landscape. By aligning services with customer business outcomes, Max ensures a seamless and impactful experience for clients. Max's expertise lies in navigating the intersection of technology and business, facilitating the convergence of services to maximize efficiency and effectiveness.A seasoned professional, dynamic leader with over 20 years of experience in technology-driven senior roles, ranging from Systems Engineering and Program Management to Sales bringing a wealth of knowledge to the global services arena. Holding a master's degree in Aerospace Engineering, Max is a transformational leader at the forefront of global services.
Mauro Belotti
Mauro Belotti brings over 25 years of experience in the IT and IT services sector, specializing in large-scale, multi-national service providers with global reach and complex technology solutions. Originally from South Africa, Mauro has spent much of his career in the United Kingdom, where he has played a pivotal role in driving innovation and operational excellence.
For the past 13 years, Mauro has been with NTT DATA, where he has held various leadership positions, including General Manager of Cross-Functional Services and, more recently, Vice President of Global Technical Services. In his current role, Mauro oversees the project-centric professional services that encompass the design, implementation, and integration of technologies to achieve measurable business outcomes for clients.
Prior to NTT DATA, Mauro served in senior management roles across both the public and private sectors, including a notable tenure at T-Systems. His experience in Managed Services included managing the transition of operational integration for complex multi-supplier environments.
Mauro holds an MBA from the University of Stellenbosch, a BTech in Computer Systems, and is an ITIL Expert (since 2007). In addition, he has earned numerous industry qualifications across a broad spectrum of ICT disciplines.
Mauro is deeply passionate about the convergence of technology, service, and business, particularly in how they can drive innovation and growth for forward-thinking organizations like NTT DATA and their clients. Over the years, he has collaborated with the Technology Services Industry Association (TSIA), leveraging their benchmarking and insights to shape annual strategies. Mauro believes that Field Services have become a critical differentiator in delivering end-to-end solutions and in building the trust needed to unlock and grow strategic services for clients.
Michael Locy
Mike Locy is a Senior Director in Service Marketing at KLA, a global semiconductor equipment company headquartered in Milpitas, California. Based in San Diego, he leads KLA Service’s Marketing Operations & Development team, responsible for driving revenue growth and productivity across the marketing and business development organizations. His scope includes product management for transactional services, pricing and remote services, and a fully embedded data science capability delivering AI‑based analytics and automation.
In addition to his career at KLA, Mike has held leadership roles at ViaSat, CYMER, and Space Systems/Loral, providing him with broad, cross‑industry experience across complex technical domains, including satellite communications, advanced light‑source technologies, and high‑reliability aerospace systems. He has also served on the Board of Advisors for the Rutgers University / UC Irvine Customer Experience program and is a former U.S. Navy submarine officer. Mike holds an MBA from Santa Clara University and a B.S. in Computer Science from UC Berkeley.
Rajat Shah
Rajat Shah leads the development of next generation service products, world class operational processes and latest commercial models for the Services business at Tetra Pak. In this role, he leads a global team spread over more than 40 countries and has delivered solutions in the domains of IIoT, Data Science, Field Service Management, Remote Support and Digital Learnings . His extended professional career over last 26 years includes extensive experience in Product Development, Sales and Channel development and P&L management of Services business across geographies of North America, Europe and South and South East Asia. Prior to his role in the Food & Beverage industry with Tetra Pak, he has worked in Automotive, Capital Goods and Oil & Gas industries.
Rajat is a mechanical engineer and holds a Masters in Control Systems from the University of Illinois, Urbana Champaign and an MBA from the University of Michigan, Ross School of Business.
Raman Katyal
Raman Katyal is the Global Head of Services Operations and Product Support Engineering at Keysight Technologies Inc., a leading technology company that delivers advanced design, validation, and test solutions to accelerate innovation and help connect and secure the world.
In his current role, Raman leads the development and execution of world-class services strategies that enhance customer experience, drive operational efficiency, and support long-term business growth. He works cross-functionally across the organization to align service delivery with evolving customer needs and market dynamics, ensuring consistently exceptional outcomes.
Since joining Agilent Technologies, Keysight’s predecessor, in 2005, Raman has held multiple leadership roles and played a key role in shaping the company’s services strategic direction and operational excellence. With 28 years of global experience across manufacturing, services, and management consulting, he is widely recognized for transforming service organizations and delivering impactful business results.
Raman is passionate about accelerating technology adoption through active engagement with industry bodies and strategic ecosystem partnerships, while championing process innovation that is driven by technology and anchored in customer value. He is currently spearheading the reengineering of a next-generation operating model—AI-enabled, automated, and ecosystem-driven—to enhance efficiency, resilience, and customer impact.
Scott MacPhee
Scott MacPhee is the Vice President of the HPE Operations Global Support. As the services delivery arm of HPE Operations, we drive end-to-end reactive support, optimized to meet customer priorities with minimum disruption and at the highest levels of customer satisfaction. Scott joined HP in 1995 as part of the Convex Computer Corporation acquisition, and with more than 30 years in the industry has held positions in manufacturing, field delivery, remote support, customer escalations, product development and quality. Based in Frisco, TX, Scott is married with two sons and is active with the youth programs at his church. Scott holds a B.S. in Computer Science and Engineering Management from Texas A&M University in College Station, Texas.
Stuart Lawrie
Stuart Lawrie is a results‑driven healthcare industry executive with deep expertise in leading large, complex service and customer care organizations across the Americas. Currently serving as Head of Customer Care Americas at BIO‑RAD, Stuart brings a proven track record of transforming multisite operations through disciplined process improvement, data‑driven decision‑making, and a relentless focus on customer‑centric outcomes.
Across senior leadership roles at ELEKTA and SIEMENS HEALTHINEERS, Stuart has successfully driven operational excellence, built scalable service models, and strengthened supplier and multivendor operations while delivering measurable productivity and performance gains. His leadership approach emphasizes identifying inefficiencies, redesigning workflows, and implementing lean, sustainable processes that reduce cost, improve compliance, and elevate service quality.
A committed talent developer, Stuart is known for cultivating high‑performing, engaged teams through continuous learning, clear accountability, and inclusive leadership that values diverse perspectives. He pairs strong business acumen with market insight and advanced analytics to support both short‑term execution and long‑term strategic growth.
Stuart holds an MBA from Keller Graduate School of Management and a Bachelor of Science in Electronic Engineering Technology from DeVry University, and he is actively advancing his operational expertise through Lean Six Sigma Black Belt certification from Villanova University.
Tom Giorgi
Tom Giorgi is the Director of End User Solutions at Van Meter, where he has dedicated over 25 years to driving manufacturing productivity through innovative solutions and expert support. Tom spearheads the strategy, sales, and execution of a comprehensive services portfolio, including Customer Success, Education Services, Field Services, Professional Services, and Support Services.
Tom's journey at Van Meter began in 1999 as a software product manager. Over the years, he has risen through the ranks, taking on various leadership roles in industrial automation. Before joining Van Meter, Tom honed his skills in Professional Services, managing and executing large-scale capital projects in the paper converting industry. His expertise extends across the food processing, medical device manufacturing, and consumer products sectors.
With an Electrical & Computer Engineering degree from the University of Minnesota, Tom combines technical expertise with strategic vision. Outside of work, he and his family are dedicated supporters of Every Meal, a local charity that fights hunger by providing food-filled backpacks to school children. Tom also loves cheering on Minnesota sports teams with his wife and two daughters.
Managed Services Advisory Board
Andrew Wozniak
Andrew is a seasoned executive with over 30 years of leadership experience in the telecommunications, networking, and service provider industries. Throughout his tenure at Cisco—which began in 1997—he has been a catalyst for growth, building high-performing, diverse teams and fostering long-term, high-value executive partnerships across the global banking, US service provider, and Cisco Partner sectors.
In his current capacity, Andrew leads the strategy and execution for Cisco’s Managed Services, aaS, and Neocloud business across the Americas. His organization is at the forefront of the industry’s digital transformation, empowering partners to deliver critical business outcomes in network modernization, AI-ready data centers, GPUaaS, and cybersecurity. By integrating Cisco’s expansive product portfolio with differentiated partner delivery models, he enables organizations to navigate the complexities of the AI era with agility and security.
Beyond his corporate responsibilities, Andrew is a dedicated proponent of community leadership and social impact. His extensive board experience includes serving as President of the Board for Inwood House and holding leadership roles with The Children’s Village and The Child Abuse Prevention Services of Long Island. He is also a long-standing supporter of Adaptive Spirit, which bolsters the US Paralympic Ski Team. His commitment to these organizations reflects his belief in the power of corporate leadership to drive meaningful, systemic community change.
Andrew holds a degree in Marketing from New York University and is an alumnus of the Cable Telecommunications and Marketing Executive program at Harvard Business School. He resides in Garden City, NY, with his wife, Nina, and has two sons that live in NYC.
Charlotte Baker
Charlotte Baker is the CEO and co-founder of Digital Hands, a cybersecurity company recognized nationally for its excellence in managed cyber security services. Under Baker’s leadership, Digital Hands has received numerous accolades, including five TSIA Star Awards for various innovations and service excellence and the TSIA Star Awad Hall of Fame for Lifetime Achievement for Outstanding Service. Baker leads a mission-oriented culture of innovation resulting in the company being named "Best Places to Work" by several publications and "Most Innovative MSSP" by Cyber Defense Magazine in 2023. In 2024, Digital Hands received two Globee Awards, for “Innovation of the Year in Cybersecurity” and “Top Managed Security Provider”. Baker has been honored with several personal accolades over the years. Tampa Bay Tech named her the “2021 Tech Leader of the Year”. She was named one of the Gulf Coast Business Review's "50 Most Powerful People on the Gulf Coast", awarded the "Lifetime Achievement Award" from eWomenNetwork, recognized by CEO Magazine with the "CEO of the Year" distinction, named Tampa Bay Business Journal's "Business Woman of the Year – Technology" and has been has been listed in Florida Trend’s "Florida's Most Influential Business Leaders" each year from 2018 to 2022.
Recently, she was named by the Tampa Bay Business Journal as one of the “2023 Power 100” business leaders delivering consistent impact on regional business growth. Baker served as Chairman of the Board of Trustees for the University of Tampa from 2022-2024 and was a previous Chairman of the Board for the Tampa Bay Wave, a tech accelerator. She has held various board and officer positions for WIPP (Women Impacting Public Policy), the Tampa Bay Technology Forum, is a member of the Society of International Business Fellows (SIBF.org), and has served on the Managed Services Advisory Board for TSIA. Baker earned an MBA from Darden and a Bachelor of Science degree in Commerce with dual concentrations in Management Information Systems and Marketing from the University of Virginia's McIntire School of Commerce.
Dan Fechalos
Dan Fechalos joined Burroughs as Chief Operating Officer in December of 2019. Before joining Burroughs, Dan held various leadership positions at Convergint Technologies, NCR, and Diebold Nixdorf, where he successfully led dynamic and complex teams across the U.S. and Canada. His extensive experience in building and leading teams in the areas of program management, field operations, and service infrastructure—as well as managing national account relationships and sales leadership—is key to Burroughs’ operational transformation initiatives. Dan has a proven track record in the development and execution of business growth and continuous improvement initiatives aimed at expanding market presence, improving service, promoting customer relationships, and increasing revenue. Dan holds a master’s degree from North Central College and a B.S. from Southern Illinois University.
Dean Brewster
Dean Brewter is a senior technology and services leader with extensive experience building and scaling global, software-driven managed services organizations. He has led cross-functional teams across software engineering, data analytics, automation, and AI-enabled operations, delivering results for Tier-1 service providers, enterprises, and hyperscalers in mission-critical environments.
Dean specializes in transforming product-centric organizations into recurring revenue, services-led models and advancing AI-native operations through automation, observability, and data-driven insights. He brings a strong focus on operational excellence, customer outcomes, and the organizational change required to sustain long-term transformation.
Dee Smith
Dee Smith is a strategic managed services executive and consultant with more than 20 years of experience helping organizations design, scale, and optimize outsourced and managed services models. She is passionate about client success and building global delivery teams that enable consistent, high‑quality service experiences.
Dee works closely with executive leadership and boards to drive enterprise transformation initiatives, including recurring revenue (RMR) strategies, managed services operating models, and complex post‑merger integrations. Her experience spans the full managed services lifecycle, from strategy and solution design through execution, governance, and continuous improvement.
She brings deep cross‑industry expertise, advising clients across Financial Services, Family Offices, Data Centers, Real Estate Management, Health Sciences, Facilities Management, Technology, Information Security, and Renewable Energy. Dee specializes in helping enterprise and mid‑market organizations align service delivery with business outcomes, improve operational efficiency, and enhance customer satisfaction and retention.
Known for building trusted relationships, Dee partners across all levels of an organization—from board advisement to operational execution—to translate strategic objectives into scalable, results‑driven service models. Her industry insight, technical acumen, and client‑centric leadership approach enable organizations to realize sustainable value from their managed services investments.
Professional Affiliations & Credentials
Technology Services Industry Association (TSIA)
CDCP, CDMS, ITIL, SIAM
Education
Master of Business Administration (MBA), Henley Management College, UK
James McAnally
James “Mac” McAnally is the Vice President of HPE Operations - Managed Services delivery for HPE.
Mac started with HPE in 1985 as a bench repair engineer and has held many service roles across delivery and sales. Most recently, Mac led the GreenLake Managed Services GTM and Portfolio teams before taking over the delivery for Managed Services.
Previously, Mac led the Global Solution Center, Engineering Resolution, and the Americas Field Delivery organizations. He also led the start-up of the Costa Rica Solution Center.
Earlier in his career, Mac led the Americas Value Solution Center, the Mission Critical Solution Center, and the TS Account Management Program. In addition, he started and managed the Field Support Engineering team and spent two years on-site as a Major Account Support Manager. He has also held various positions in Project Management, Production Engineering, and technical roles in the support center.
Mac resides in North GA and enjoys spending quality time with his family and friends in outdoor activities, including motorcycling, hiking, and water sports.
Jason McGregor
Jason is a 32-year Dell Technologies veteran, currently leading global delivery for the Dell Managed Services organization. He is responsible for the delivery of mission-critical solutions on behalf of Dell’s Managed Services customers globally. Jason joined Dell (EMC) in 2006 through the acquisition of Interlink Group, LLC, where he served as President and COO. Since joining Dell, Jason has held senior leadership roles in Consulting and Managed Services. He has also been a key participant in acquisitions integration and the establishment of delivery centers in China, Egypt, India, and Ireland. Jason is based in Colorado, although he spends a large part of his time in front of customers and delivery teams. He holds a B.S. degree in Management with an International Business focus from Regis University, and maintains citizenships with England, Canada, and the USA.
Jaydeep Kunte
Jaydeep is a financial technology and services leader with more than 25 years of experience in building, scaling, and transforming client services and managed services organizations. He currently leads Client Services for APAC region and Global Managed Services at Nasdaq where he is focused on business growth, superior customer experience, delivery efficiency, and managed services transformation.
Jaydeep has held various leadership roles at global fintech firms including FIS, SunGard and Odessa across product engineering, professional services, managed services, and BPaaS. Earlier in his career, he worked with Morgan Stanley in London and New York, designing and managing mission‑critical technology solutions for their capital markets division. He brings deep domain expertise in risk management, trading, lending and asset finance, supported by strong technical foundations and client delivery experience.
Jaydeep holds an Executive MBA from IIM Calcutta and a Bachelor’s degree in Physics and Computer Science from Mumbai University. Based in India, he enjoys long‑distance running and playing the flute.
Joe Sande
Joe Sande is the Senior Vice President for Global Managed Services at Infor. His focus has been the creation of new capabilities in the area of Managed Services, as well as transforming and modernizing Infor’s customer experience. Joe has a deep background in the creation of innovative solutions to meet the needs of customers in the areas of Offering Management, Support, Managed Service, Global Outsourcing, and Infrastructure Management over his 30+ year career in the IT Industry. He has experience in the area of enterprise strategic outsourcing, ERP software, and the integration of global operations. His passion is fostering deep partnerships and developing collaborative relationships with customers to allow them to achieve their stated business objectives. Joe holds a bachelor’s degree in industrial engineering from the Georgia Institute of Technology and a master’s in business administration from Cornell University. Currently he resides in Raleigh, North Carolina.
John Carney
John is a technology and operations leader with experience across large scale enterprise transformation and founding/building startup companies. At Siemens Digital Industries Software, John leads the global organization responsible for cloud platform operations, reliability and engineering, supporting Siemens' industrial software portfolio.Prior to his current role, John led Siemens' Global Technology & Infrastructure organization, driving data center modernization, private cloud migration, and engineering systems operations. Before Siemens, he served as VP of Engineering Operations at SAP.John holds an M.S. in Engineering from Stanford University, a B.S. in Mathematics from Louisiana State University, and is the author of more than 50 U.S. software patents.
Manu Purushotam
Manu Purushotam is Director, Worldwide Managed Services and helps lead the company’s Managed Services business. He brings over 25 years of experience in the technology industry, with leadership roles spanning Asia-Pacific, Europe, and the Americas across TCS, HP, and NetApp. Over the course of his NetApp career, he has held leadership roles across customer support, professional services, global services, and managed services, with responsibility for strategic planning, solutioning and selling, customer relationship management, and the delivery of data storage and management solutions. His current focus includes helping enterprises navigate the intersection of AI and data management, including challenges related to scalability, governance, security, and operational efficiency. Manu Purushotam holds a management degree from IMT Ghaziabad.
Marty Grosh
As the Vice President of Service Solutions, Marty provides leadership to Compugen’s national team of consultants, business analysts and professional problem solvers, and helps customers make sure their IT environments are helping their businesses perform better than they expect.
Marty got started in the IT industry by accident, when as a summer student he volunteered to write a computer program for his employer. He joined Compugen in 1997 as a professional services consultant and has since held a variety of positions before becoming a member of the executive team in 2011.
Marty has led a number of strategic initiatives with Frontier College. He holds a Bachelor of Commerce degree from the University of Alberta. Amongst his many passions outside of work are a love of world travel and unwavering support for the Edmonton Oilers.
Michele Riley
Michele Riley is the Vice President of Professional and Managed Services for Diebold Nixdorf. She is responsible for the implementation, operations, and management of all services in the U.S. Riley joined Diebold in 2007 and headed up the professional services division for national accounts. Prior to joining Diebold, she worked at a major telecommunications company leading the development, engineering, and program management of the network infrastructure and management systems. She holds a BS in mathematics and statistics from Radford University and an MS in statistics from Virginia Polytechnic Institute and State University.
Rick Ranft
As the Managed Services Vice President for the Client Services Group (CSG) at Canon USA, Rick is responsible for key areas of the business including Managed Services, CSG Enterprise Strategy, and Digital & Business Transformation. The group’s main function centers around client service delivery, customer satisfaction and retention, contract compliance, and employee development and success. Rick and his team ensure that our customer operations nationwide deliver a high degree of innovation and value to our clients and are compliant with Canon's Best Practices & Standards.
Previously, Rick was instrumental in the creation of the Higher Education and Healthcare Advisory Teams whose primary focus is on providing industry thought leadership, benchmarking, and best practices to both current and prospective clients. Throughout his 23 years at Canon, Rick has held numerous management positions, including Budget and Finance, Compliance and Standards, and as the leader of the National Technology and Project Management teams.
Rick has over 30 years of industry experience and has been instrumental in the setup and execution of major outsourcing engagements for key enterprise accounts. He has also served as the executive sponsor for several client engagements during his tenure. Rick has a master’s degree in management with a concentration in Organizational Change. He is also considered a Best Value Visionary for his work with the Performance Based Studies Research Group (PBRSG). Rick currently serves as an Executive Board Member of The Difference Engine, Alumni Board Member of St. Peter’s University, and is an appointed member of the Environmental Committee in his hometown of Denville, NJ.
Robert McCabes
Rob McCabe is a customer service leader with over 25 years' experience leading global technical support teams in the enterprise software and hardware maintenance support and managed services industry. He is currently the Vice President of Global Technical Support-Level 3 at Park Place Technologies in Westborough, Massachusetts. Rob's team is responsible for hardware and software technical support, research and development, and managed services support delivery across various major OEM platforms. Prior to his current role, he was Vice President of Global Customer Support at CA Technologies. Rob is a graduate of Bowdoin College and holds executive and customer service certifications from the Wharton School, MIT Sloan Executive Education School, Disney Institute, The Ritz-Carlton Leadership Center, and Dale Carnegie.
Rodney Kenyon
Mr. Kenyon serves as SVP & GM, Rimini MANAGE. In this role, he is responsible for expansion and accelerated growth of Rimini Street’s Managed Services portfolio; improved profitability; continued Innovation and excellence in Service delivery and customer satisfaction; and oversight of all activities and operations that contribute to the success of the Managed Services business including service delivery, marketing, sales, account management, finance, HR, and others.
At Rimini Street, Mr. Kenyon most recently served as SVP & GM, Support Solutions. In this role, he was responsible for the expansion and growth of Rimini Street’s Support Services portfolio; improved profitability; services and product innovation; continued excellence in Service delivery and customer satisfaction; and oversight of all activities and operations that contribute to the success of the Support Services business.
At Rimini Street, Mr. Kenyon has held multiple leadership roles including as GVP, Professional Services for Rimini Custom™ where he was responsible for expanding Rimini Street’s unmatched support and services to a broader portfolio of enterprise software including new offerings for Blue Yonder and VMware. Mr. Kenyon also served as GVP, Global Oracle Applications Support and was responsible for leading the global Oracle Applications delivery teams that provide critical applications support 24/7/365. He is a multidisciplinary, skilled executive with more than 30 years of experience in delivering technology services around the globe, including professional services, application hosting (cloud), managed services and application support.
Prior to joining Rimini Street, Mr. Kenyon was Director, Enterprise Applications Professional Services at AT&T, where he led the global professional services team that helped customers build, deploy and upgrade ERP applications as well as meeting their unique business challenges through technological innovation.
Previously, Mr. Kenyon held technology leadership roles at Nike and Tribune Company.
Mr. Kenyon holds a Bachelor of Science degree in accounting from the University of Illinois at Chicago.
Stephen Currie
Stephen Currie is Vice President of Managed Services at Synoptek where he primarily oversees Service Delivery to ensure customer’s business success. Over the course of his professional career, he has held various roles in the technology space and has extensive experience in Cloud Hosting, Networking, Security, Application Management, Workforce Productivity, Global Operations, Product Management, and IT Service Management.
His strength lies in creating high-performing teams and establishing clarity in complex environments. He is growth-oriented, understands how to use technology to achieve business results, and constantly works towards optimizing costs.
Stephen graduated with a Bachelor’s degree in Aerospace Engineering from the Georgia Institute of Technology.
Steve Katz
Steve Katz is the Senior Vice President of Managed Services at ivision where he has full P&L responsibility for the Line of Business. He is responsible for all aspects of Managed Services including the solutioning, transition, operations, service delivery and client success. He is also responsible for all delivery platforms and portfolio of offerings. Steve has almost 40 years of IT Services experience. He joined ivision in 2023, and prior to that, he held senior leadership positions at HP and Dimension Data/NTT. He holds both a BS in Information and Computer Science and a Masters in Management of Technology from Georgia Tech.
Offering Management Advisory Board
Christopher Berke
Christopher Berke is the Global Director of Digital Services for Eaton. He leads new service offering development, commercial readiness, and service enablement. With nearly 20 years of marketing and product management experience, he’s known for driving innovative product strategy and digital transformation. He is passionate about outcomes-based approaches to unlocking companies’ hidden potential to create new customer value.
Corina Swaney
Corina Swaney is the Vice President of Offer Management, Strategy and Operations for Global Services at Motorola Solutions. In this role, she leads a global organization responsible for developing and launching value-added service offers that support the company's field-based sales and service teams and drive business growth. She also leads the office of the Global Services Senior Vice President.
A results-driven and forward-thinking executive, Corina excels at translating complex market insights into actionable growth strategies. She has a proven track record of transforming global service portfolios to accelerate growth by simplifying offer structures and optimizing operational processes to enhance customer value. Corina builds and empowers high-performing teams, fostering a culture of continuous improvement and accountability where innovative ideas are transformed into decisive action.
With a 19-year career at Motorola Solutions, Corina has held a variety of leadership positions in strategy, offer management, and operations. She is an active mentor across the company’s global services organization and the Women’s Business Council, reflecting her commitment to identifying and developing future leaders.
Dan McQuade
Dan leads Cisco’s Customer Experience (CX) Pricing Center of Excellence. The CX Pricing Center of Excellence is focused on building a cohesive monetization strategy across all Support, Professional Services, Managed Services and Lifecycle offers. In collaboration with internal and external stakeholders, Dan brings his passion for industry research, economic modeling and partnering across various Cisco functions to create an integrated portfolio & pricing solution that optimizes the value exchange for its customers & partners.
As one of Cisco’s longest tenured employees with over 30 years of continuous service, Dan lives by the motto – one company, many careers. In his time with Cisco, he has lead global across many organizations including leadership roles in Sales & Marketing, Business Entities and Customer Experience.
Dan is a California native currently living in the bay area where he and his wife of 30 years, Karen, raised their now young adult sons. An avid outdoor enthusiast, Dan enjoys fly fishing, golfing, snowmobiling, backroads traveling and his latest passion pickleball. As a student athlete attending the California University at Chico, he earned a BS in Finance & Accounting.
Gerry Nolan
Gerry Nolan is the Worldwide Senior Director for HPE Services Portfolio Offer Management responsible for driving the evolution of service value allowing HPE's customers to achieve their desired business outcomes.
Under his leadership, the HPE Services Portfolio organization focuses on managing HPE Tech Care, HPE Complete Care, HPE Multivendor, HPE Lifecycle Services and HPE Managed Services offers. This translates into optimal business outcomes and experiences for HPE customers while driving sustainable profitable growth and relevance for its product business units.
Gerry has over 36 years' experience with HPE and a well-established background in information technology and professional services. Priot to taking on his current role, Gerry's leadership experience at HPE spanned the Hyperscale Support Services, Mission Critical, and Customer Technical Training businesses.
Gerry lives in Granite Bay, California, USA with his wife Paula and their three children.
Greg East
A technology leader with over two decades of experience as both a client and provider within the technology and services sectors, Greg has successfully led high-performing teams across diverse industries. He currently oversees the development of Customer Success Offerings, Customer Value Paths, and a Value Journey Delivery framework—initiatives designed to facilitate measurable customer success through structured value delivery. Greg also co-leads a Customer Success wide initiative that leverages AI and knowledge management to accelerate adoption, enhance the customer experience, and refine the delivery operating model. He resides in Leicestershire, UK, with his wife and family.
Jodie Paxton
Jodie Paxton is GM, Support Offerings and GTM. Her team is centered on driving Microsoft consumption and growth through the development of standardized Unified support offers and streamlined field enablement. With over 20 years as a strategist and thought leader in the services technology industry, Jodie has held various leadership roles where she was responsible for developing and marketing service offer portfolios, advisor on contract renewal management best practices, driver in the evolution of partner programs and key stakeholder for significant change management within support delivery organizations. Prior to joining Microsoft Jodie was Director of Cloud Customer Experience Offers at Google Cloud and has held service focused positions at Technology Service Industry Association (TSIA), Oracle, Genesys and Sun Microsystems.
Mansuk Suh
Mansuk Suh is a seasoned leader with over 20 years of experience spanning Engineering, IT, and Service Operations, specializing in operational excellence, customer experience, and business growth. As Director of Services Delivery Management for the Test and Measurement group at Emerson, he oversees service delivery performance across repair, calibration, field services, and service contracts for complex systems and solutions, ensuring high-quality execution and strategic alignment with business objectives. He is dedicated to developing and implementing a strategic vision for service delivery, optimizing process efficiency, and fostering a proactive service culture. Mansuk holds a B.S. in Industrial Engineering from Korea University and an MBA from the University of Texas at Austin.
Mike Altomare
Mike Altomare is the Senior Director of Offer Management at Salesforce, where he pioneers the use of AI to redefine customer engagement and value. He leads the strategic vision for transforming Salesforce’s Success Plans with agentic AI, developing hybrid agent-human experiences that deliver measurable business outcomes.
Throughout his tenure, Mike has held key leadership positions in Customer Success. He previously led the Premier Success Plan, scaling its features and operational framework to support over 70,000 customers, which accelerated product adoption and reduced churn.
Mike’s customer-first philosophy is informed by his early career in technology leadership at Pentair and Tyco International. This background provides him with a unique, empathetic perspective on customer needs, grounding his innovative work in real-world challenges.
Mike holds a B.S. in Marketing from Santa Clara University’s Leavy School of Business and lives in the San Francisco Bay Area with his wife, Samantha, and their two daughters.
Neal Jackovitz
Neal Jackovitz is a Senior Director, Services Portfolio Management at Blue Yonder, where he helps shape end‑to‑end service and solution strategies that drive measurable business impact for global clients. His work spans offer definition, market validation, and lifecycle execution—ensuring that offerings are competitively positioned, operationally scalable, and built to deliver sustained customer value. He partners closely across product, delivery, sales, and operations teams to translate market needs into standardized service offerings that elevate customer outcomes and accelerate adoption.
With more than a decade of experience in supply chain and services transformation, Neal brings deep expertise in assessment, solutioning, and commercialization of service portfolios. Prior to his role with Blue Yonder, Neal held services-focused positions at Genpact and EY, where he oversaw the Go-To-Market activities for services offerings and guided clients through large‑scale transformation programs.
Norbert Kleissendorf
Norbert is an experienced business leader where SaaS strategy meets monetization, pricing discipline, and scalable execution. Norbert has been at Siemens (Digital Industries Software) for over 20 years and is currently Senior Director GTM & SO responsible for Sales Policies, Pricing & Packaging and Quality. His work sits at the intersection of digital transformation, SaaS business model evolution, pricing and packaging, monetization, go-to-market strategy, and operational execution. Norbert focuses on turning strategic ambition into commercially credible choices: how recurring revenue models should scale, how pricing should reflect value, how governance should support speed without losing control, and how leadership teams can align around decisions that shape portfolio direction, customer adoption, and long-term growth. Norbert holds a BS in commercial law and MBA from RFH Cologne, Germany. He lives in Frisco, Texas with his family.
Philip Corey
Phil Corey is Senior Director, Services Product Line Management at Ciena, where he leads the end-to-end strategy and lifecycle of the global Services portfolio—from market validation and offer design through development, launch, evolution, and retirement. He works across PLM, R&D, sales, marketing, finance, and operations to shape offering strategy, pricing and packaging, and go-to-market execution, aligning cross-functional teams to deliver customer value.
With more than 20 years in global services—nine supporting Ciena customers and eleven in offer management—Phil brings deep expertise in service innovation and commercialization. He previously led the Global Services Quoting team, enabling complex professional services solutions and securing major RFP wins.
Outside of work, Phil enjoys the great outdoors and can often be found canoeing with his family across the lakes of Algonquin Park. He holds an MBA from the University of Ottawa’s Telfer School of Management and a B.Sc in Engineering Physics from Queen’s University in Kingston, Ontario.
Rene van Hoorde
Rene van Hoorde is a seasoned technology executive with 30+ years of leadership in IT services across Central America and the Caribbean.
As Director of Services and Customer Success at GBM (an IBM alliance company), he leads digital transformation, managed services, and customer success strategies across the region.
His career includes senior leadership roles at Microsoft Latin America, where he served as Business Group Lead for Central America and the Caribbean.
Rene holds bachelor’s and master’s degrees in computer engineering, and enjoys triathlon, outdoor activities, and family life with his wife, Maria Cristina, and their three children.
Rosemary Ranker
Rosemary (Rose) Ranker serves as the Vice President and General Manager of Services, where she spearheads the strategic growth and execution of the Services portfolio. With over 30 years of extensive experience in product management, she has successfully driven growth across hardware, software, and service sectors within the high-tech industry. During her seven-year tenure at Zebra, Rose and her team have achieved considerable growth by innovating and expanding existing and new product lines across Support, Managed, and Professional Services.
Rose previously held prominent leadership roles in product management at Motorola, Dell, Intel, and McAfee, where she excelled in driving the growth of mobile products, software solutions, and platforms. Most recently, before joining Zebra, she served as Vice President and General Manager of McAfee’s Consumer Business where she managed the Consumer Portfolio and Ecommerce Platforms, focusing on delivering growth through cross-platform innovation and leveraging consumer purchasing behavior.
Rose holds a BS in Industrial and Operations Engineering from the University of Michigan and an MBA from Northwestern University’s Kellogg Graduate School of Management. In 2020, she further enhanced her expertise by completing training in Disruptive Innovation through Harvard Business School Online.
Originally from Detroit, Michigan, Rose currently resides in Lake Forest, Illinois with her husband and twin sons, who are both sophomores in college.
Sanjeev Kumar
At Pure Storage, Sanjeev leads the Customer Experience Portfolio and Product Management team for Global Support, Professional Services, and Customer Success. Sanjeev's focus is to enable a services portfolio that provides customers a choice between different consumption models - Transactional, Subscriptions and SaaS, with a streamlined operational approach at the CX level. Prior to Pure Storage, Sanjeev worked in consulting, product management and pricing functions at Sun Microsystems, Cisco and Ciena, among others. Sanjeev has an MBA degree from Kellogg Graduate School of Management, and lives in the San Francisco Bay Area
Steve Spence
Steve Spence leads the Service Portfolio Management practice at Compugen Inc., the largest privately-owned Technology Service Provider in Canada. Steve’s team collaborates with other business units and operational teams to drive the transformation of Compugen’s service business toward standard, repeatable, highly interoperable, and Compugen-branded services referred to as “Service Blocks”.
Prior to his sixteen years with Compugen, Steve held senior leadership positions with technology service providers while helping a number of innovative start-ups through their early stages. With an extensive background in product and service design interlaced with entrepreneurship, Steve developed a passion for simplifying services while infusing them with speed, scale and automation.
William Millott
William Millott is the Global Vice President of Services Offerings at Cognite, where he leads the global Services Offerings organisation. He is responsible for driving strategic growth and operational excellence for Cognite’s Services portfolio, most recently spearheading the launch of a new subscription-based strategic services line that generated multi-millions in ARR.
Throughout his career, William has established a proven track record of building and scaling high-impact services organisations and designing effective go-to-market strategies. Prior to joining Cognite, he served as Global Director of Services Marketing and Partner Channel Leader at a mid-tier software company and held software product leadership roles at a large tech company, where he championed Agile and SAFe transformations enterprise-wide.
William is based in London, UK.
Professional Services Advisory Board
Adele Trombetta
Adele Trombetta is a globally recognized, transformational leader driving AI-powered innovation, large-scale business transformation, and future-proofing enterprises. Named one of Forbes' 100 Most Powerful Businesswomen of 2025, she is known for fostering a culture of continuous growth, innovation, and results-driven execution in the technology sector.
As Senior Vice President & General Manager of CX EMEA, Adele leads 6,000+ professionals, 120,000 customers, and 41,000 partners, delivering AI-driven automation, digital transformation, and world-class customer experience solutions. Her focus on execution and innovation has positioned her team as an industry benchmark in customer success, AI adoption, and sustainable technology solutions.
Before her current role, Adele led Cisco’s Advanced Service Delivery organization for EMEA, overseeing regional strategy, P&L, delivery excellence, workforce transformation, and cross-country collaboration. She previously held executive leadership roles at IBM and DXC Consulting, leading multi-billion-dollar P&L portfolios and global transformation initiatives.
With 25+ years in tech, Adele is a Certified Management Consultant (CMA) with AI certification, bringing deep technical expertise, business acumen, and strategic foresight. She holds a Mechanical Engineering degree from Università degli Studi di Napoli Federico II and an MBA from Henley Business School. A two-time patent holder in security technology, she continues to drive cutting-edge innovation. Adele also serves on the advisory boards of government and industry associations, shaping global policies and AI-driven strategies that define the future of digital transformation.
A passionate advocate for diversity, sustainability, and women in technology, Adele spearheaded The Opportunity Platform, providing life-changing apprenticeship opportunities for displaced individuals across EMEA. As Global CX Lead for Sustainability and Global CX Sponsor for Diversity, she champions decarbonization through technology and actively works to attract, mentor, and empower women in the tech industry, ensuring greater representation and leadership opportunities.
A sought-after speaker and thought leader, Adele is a regular guest at global panels and conferences, contributing insights on AI, leadership, sustainability, talent development, and women in business. Fluent in Italian and English, she continues to drive the evolution of business and leadership in the AI era.
Aldo Trezza
Aldo Trezza is Vice President of Customer Success at Genesys, where he leads global transformation across Customer Success and Professional Services, redefining how enterprises realize value in the era of AI.
Aldo is at the forefront of building an AI-powered, data-driven services organization — reimagining operating models, talent, and customer engagement to move beyond traditional delivery toward continuous value creation. He is driving the convergence of Customer Success and Professional Services into a unified, outcome-centric approach that enables customers to accelerate innovation, scale adoption, and unlock measurable business impact.
His work focuses on embedding intelligence across the entire customer lifecycle — from value strategy and solution design to adoption, optimization, and expansion — leveraging AI, automation, and advanced analytics to deliver predictive, proactive, and highly personalized engagement at scale.
In parallel with his global mandate, Aldo leads Customer Success Services in Latin America, where he has consistently driven strong growth and customer outcomes in one of the most dynamic regions for digital transformation.
Prior to Genesys, Aldo held senior executive roles at leading global telecommunications and technology companies including Alcatel-Lucent and Telecom Argentina, as well as entrepreneurial ventures such as Telecarrier Panama and Optiglobe Americas.
With extensive international experience across Latin America, North America, and Asia-Pacific, Aldo brings a unique global perspective and a passion for shaping the future of customer engagement. His leadership is defined by a relentless focus on innovation, transformation, and delivering tangible business value at scale.
Anita Bennur
Anita Bennur is the Senior Director of Professional Services at PROS where she leads her teams through shaping the strategy, planning, development, and delivery of market leading SaaS solutions. With a career spanning hands-on development to executive leadership across Product and Go-To-Market, she is dedicated to empowering teams and building partnerships that drive scalable growth and customer value. She brings passion to create an environment where teams can thrive, ultimately driving scale and delivering tangible value throughout the customer journey. Anita has a MS in Computer Science from the University of Houston and currently lives in the Houston, TX area with her family.
Chris Quirk
Chris Quirk is a Global Services Executive with nearly three decades of experience transforming large organizations, modernizing service delivery, and driving customer outcomes at Dell Technologies. He began his career at EMC in 1997 and has since led services organizations of increasing scale and complexity. Today, as Senior Vice President of Global Professional Services, he oversees multi-billion-dollar P&Ls spanning Presales, Solutioning, Consulting, Deployment, and Managed Services across Dell’s Infrastructure and Client businesses, along with the company’s global recovery and recycling services. His team of more than 7,500 professionals operates in 170 countries, supported by an extensive partner ecosystem.
Chris plays a key role in shaping how Dell designs, delivers, and evolves its services portfolio. He influences everything from portfolio strategy, go-to-market motions, and solutioning frameworks to delivery models, customer experience, and the advancement of services through AI and automation. His leadership helps connect Dell’s technology roadmap with what customers need to adopt AI, modernize operations, and run mission critical environments with reliability and scale.
Known for his ability to turn around high-impact businesses, scale them quickly, and maintain strong operational discipline, Chris has led major transformations that improved performance, strengthened predictability, and elevated customer experience. He is widely respected for building strong teams, simplifying complex operations, and creating cultures where people can deliver their best work.
He also contributes to the broader industry as a member of the Technology Services Industry Association (TSIA) Professional Services Executive Board and champions inclusive leadership at Dell. Chris is a member of the True Ability employee resource group and is passionate about supporting neurodiverse team members.
Chris splits time between Austin, TX, and Southborough, Massachusetts, and is the proud father of three children.
Cristina Roque Lino
Cristina Lino is an accomplished executive with over two decades of experience in professional services, sales, and business development within the technology sector. She currently serves as the Global Vice President of Professional Services at OutSystems, a role she has held since 2023, where she leads global delivery teams, drives strategic transformation initiatives, and ensures customer success through high-impact implementations and advisory programs.
Prior to her current role, Cristina was the Regional Vice President for Professional Services, EMEA at OutSystems, overseeing delivery teams across Europe, the Middle East, and Africa. She played a pivotal role in refining professional services strategies, optimizing operational efficiency, and fostering strong relationships with customers and partners.
Before joining OutSystems, Cristina built a distinguished career in technology and enterprise sales, holding leadership positions at Fujitsu and IBM. As Sales Director at Fujitsu Portugal, she led the sales organization, exceeded revenue targets, and drove strategic engagements with major clients across industries. Her tenure at IBM spanned over a decade, where she held key account management and sales leadership roles, consistently achieving top performance and actively contributing to initiatives promoting women in leadership.
Cristina holds a degree in Business and Administration Management from Lusíada University and an MBA from Development Systems, both concluded with distinction. She has complemented her academic background with extensive executive training in leadership, business strategy, and emerging technologies, including cloud platforms and digital transformation.
With a deep expertise in scaling professional services organizations, driving customer success, and fostering innovation, Cristina brings invaluable insights to the advisory board.
Dave Lavanty
Dave Lavanty is a technology executive with over 35 years of experience in global professional services, enterprise software and cloud computing. As the Global Vice President of Professional Services at Elastic, he leads the company’s consulting, training, and customer success teams, helping organizations maximize the power of AI-driven search, observability, and security solutions. His expertise enables businesses to leverage vector databases, machine learning, and cloud-native technologies to enhance efficiency and gain competitive advantage.
Before joining Elastic, Dave spent nearly a decade at Amazon Web Services (AWS), where he was instrumental in scaling the professional services organization from 500 employees to over 10,000 globally. He contributed to AWS’s revenue growth from less than $15 billion to over $100 billion, working closely with Fortune 5000 enterprises to drive innovation, modernize IT infrastructures, and develop cloud-based applications. As a trusted executive advisor, Dave helps CXOs and IT leaders accelerate their digital transformation journeys, enabling them to enhance customer experiences, improve productivity, and achieve sustainable growth through AI-powered search, security, observability solutions and data-driven automation.
A recognized leader in global services strategy, Dave has built and scaled enterprise services organizations to support high-growth SaaS and cloud computing businesses. He has led multinational teams, strategic alliances, and complex service delivery models, driving enterprise AI adoption and optimizing digital transformation initiatives. Committed to ethical leadership and mentorship, Dave has championed initiatives that foster inclusive work environments and develop future industry leaders. His mission is to empower organizations with cutting-edge technology while ensuring long-term business success.
Doug Pitek
Doug Pitek is a seasoned technology executive with extensive experience in driving digital transformation and operational excellence across a variety of services disciplines. As Vice President of Expert Services Americas at ServiceNow, Doug leads a team of consultants, architects, and engagement leaders dedicated to delivering impactful business outcomes that maximize the value of the ServiceNow platform.
With nearly 30 years in technology and services, Doug has played a critical role in shaping customer success strategies, optimizing delivery models, and leading high-performing teams. His leadership emphasizes customer-centric innovation, operational efficiency, and strategic growth, enabling businesses across industries to achieve measurable success in their digital transformation journeys.
Before joining ServiceNow, Doug held leadership roles at disruptive software companies, including Pivotal, Microstrategy, Apptio, and HP. He was instrumental in developing service delivery frameworks, enhancing customer value realization, and driving satisfaction. His expertise spans go-to-market strategies, partner ecosystems, and AI-driven service models.
Doug resides in Raleigh, North Carolina, with his wife and identical twin teenage sons. Passionate about continuous learning and mentorship, Doug embraces new perspectives that fuel both his professional achievements and personal growth.
Eric Panepinto
A seasoned global services and operations executive, Eric Panepinto brings more than 30 years of experience building, scaling, and leading high-performing professional services, consulting, and technology organizations across healthcare, financial services, and enterprise software. Currently serving as Senior Vice President of Global Services at Hyland, Eric is responsible for driving global delivery excellence, customer outcomes, and services strategy across a diverse, international client base.
Throughout a career spanning executive leadership roles at Hyland, Komodo Health, Pegasystems, Fiserv, FIS, and Citicorp, Eric has consistently delivered growth by aligning services, technology, and go-to-market strategies. Known for building strong leadership teams, launching new operating models, and integrating acquired organizations, Eric has led organizations through periods of rapid expansion, transformation, and innovation while maintaining a relentless focus on customer success and financial performance.
Eric is widely recognized for thought leadership in software implementation, global delivery, and solution selling, as well as a collaborative leadership style centered on talent development, mentorship, and accountability. With deep experience partnering with C-suite leaders, boards, and global clients, he brings a pragmatic, results-oriented approach to scaling services organizations that enable long-term enterprise value.
Greg Dejonckheere
Greg Dejonckheere is Vice President and Head of Client Services at Nasdaq FinTech, where he leads global teams responsible for client onboarding, delivery, support, customer success, and long-term value realization across Nasdaq’s financial technology portfolio. With more than two decades of experience in capital markets technology, he is recognized for building high-performing service organizations, leading complex transformation programs, and helping financial institutions maximize the value of their technology investments.
Greg began his career in financial technology working closely with banks, and consultancy firms working on the implementation and optimization of trading, treasury, risk management, and capital markets solutions. His early years were spent at the intersection of business and technology, gaining hands-on experience with software delivery, client consulting, solution design, and program management. This strong operational foundation enabled him to develop a deep understanding of both the challenges faced by financial institutions and the critical role technology plays in driving business outcomes.
Over the years, Greg has held a variety of leadership positions across professional services, client delivery, and business transformation, with extensive experience in the Calypso ecosystem and global capital markets. He has successfully led large-scale modernization initiatives, global platform transformations, and strategic client programs for some of the world's leading financial institutions.
Today, Greg is focused on evolving client services for the AI era—modernizing operating models, accelerating automation, and creating a client-centric organization that delivers measurable outcomes, sustainable growth, and long-term success for both Nasdaq and its clients.
Jay Gorajia
Jay Gorajia is Vice President, PLM Services and Support, Global Customer Success, at Siemens Digital Industries Software. He is focused on ensuring Siemens' clients realize maximum business value from their investment in the product lifecycle and application lifecycle management solutions portfolio. As a Services Business Practice lead, Jay oversees a global professional services and centralized support organization driving financial and operational goals aligned with strategic and business development objectives for their largest services practice by revenue.
Before joining Siemens, Jay ran the global electronics board design services business at Mentor Graphics (now Siemens EDA).With a track record of achieving exceptional results, Jay has developed and led a technology services business, grown multi-million dollar businesses from scratch, and implemented innovative sales processes, making him a seasoned global executive in Professional Services, Operations, Sales and Support for design and manufacturing software technology companies. Over the last 30 years, Jay has had the opportunity to live in 7 different countries, manage services, support and business operations for Asia Pacific, based in Hong Kong, run an engineering team in Japan, and build and run a Sales team in Southeast Asia, based in Singapore, for other Software and hardware companies.
Outside of work, he is a published author, an avid public speaker, actively mentors students at local universities at their Entrepreneur programs, including hackathons. Jay enjoys traveling to new places, writing, listening to music, and being outdoors. He lives in Irvine, California, with his family.
Jen Huntrakoon
Jen Huntrakoon is the Global Vice President of the Professional Services Organization at Gong.io. Her team is dedicated to empowering Gong's customers to maximize the value of their investment in the Gong AI Operating System for Revenue Teams. Gong's Services expert advisors partner with customers to strategically implement, optimize, and scale Gong, driving tangible business transformation and revenue growth throughout their customer journey.
Prior to joining Gong in 2023, Jen led the Post Sales organization (Services, Support, and Customer Success) at Eightfold.ai. She previously led Services GTM for SAP’s Customer Experience line of business and CallidusCloud’s North American Professional Services team.
Jen brings a proven track record of leading and scaling global teams, building trusted customer relationships, and helping customers achieve business outcomes.
Jennifer Turgeon
Jennifer Turgeon is a Vice President of Professional Services at Tyler Technologies. With over 25 years of experience in operations and leadership, Jennifer is passionate about helping professionals learn and use effective self-education techniques to take on new challenges.
Joe Marruchella
Joe Marruchella is a senior professional services executive with more than 25 years of experience leading global services organizations across enterprise analytics, data management, and complex software platforms. He currently serves as Vice President of Professional Services at Alteryx, where he leads teams that help organizations turn data into decisions and realize measurable business outcomes from analytics investments.
Throughout his career, Joe has held progressive leadership roles at Alteryx, Informatica, Tableau, and Blackbaud, consistently owning services P&L and guiding organizations through periods of scale, transformation, and operating model evolution. His experience spans pre-sales engagement, implementation, adoption, and long-term value realization, with a particular focus on aligning professional services strategy to customer outcomes, platform maturity, and sustainable economics.
Joe is known for his ability to operate at the intersection of strategy and execution, partnering closely with executive stakeholders to design services organizations that scale without sacrificing quality or margin. He brings deep expertise in global delivery models, partner ecosystems, portfolio governance, and the evolving role of professional services in customer success and renewal.
As a board member of TSIA, Joe contributes practitioner-led insight and pattern recognition drawn from multiple operating environments, helping professional services leaders navigate changing customer expectations, emerging technologies, and the continued shift toward outcome-driven services models.
Outside of his professional work, Joe is actively involved in coaching a select fastpitch organization in Texas, where he focuses on developing confident, empowered young women both on and off the field.
John Guisto
John Guisto is Vice President of Professional Services at Rubrik, where he leads the global PS organization responsible for helping customers adopt and operationalize Rubrik’s cyber resilience platform. With more than 30 years in technology services, John has built and scaled high-performing services teams across hardware, software, and cloud, with a focus on PS transformation—shifting from project-based delivery to AI-enabled, subscription and outcome-based services. At Rubrik, John is driving a charter grounded in customer value, operational rigor, and partner-led scale, leveraging TSIA benchmarks and best practices to align strategy, financial models, and organizational design. Outside of work John’s passions are; spending time with his family; and as a US Air Force Veteran, supporting local Veterans organizations.
Kurt Kilgore
Kurt Kilgore is a global professional services executive with more than two decades of experience building and scaling delivery organizations for enterprise software companies. He currently serves as Senior Vice President of Global Services at Kantata, where he sits on the executive leadership team and co-leads the Customer Experience division, overseeing services sales, delivery, product adoption, retention, and partner enablement worldwide.
Before joining Kantata, Kurt led the global professional services organization at Celonis, the process mining and execution management company, where he aligned services delivery with go-to-market strategy and expanded the team's global footprint. Earlier in his career, he held professional services leadership roles at FinancialForce, a cloud ERP and PSA software provider, and spent more than a decade at CA Technologies, where he built and ran a 120-person global delivery organization spanning North America, Latin America, Europe, and Asia. His career also includes services leadership at Niku, an enterprise software company later acquired by CA.
Across these roles, Kurt has led teams in consulting, training, managed services, engineering services, customer success, and global delivery, working within enterprise software vendors, Big 4 consultancies, start-ups, and private-equity-backed businesses. He is known for pairing big-picture strategy with hands-on execution, and for building high-performing, accountable teams across cultures and time zones.
Kurt is a graduate of UCLA, where he earned a B.A. in Communication Studies with a specialization in computer programming, graduating Magna Cum Laude and as a Phi Beta Kappa and College Honors graduate. He recently completed the Accel-KKR Ascend Leadership Program, a development program for senior leaders across AKKR portfolio companies. He is based in Raleigh, North Carolina.
Lee Palmer
Lee Palmer is Executive Vice President of Infor’s Americas Professional Services organization. Lee’s organization consists of 1,000 professionals aligned within the Public Sector, Healthcare, Manufacturing and Distribution industries. Lee’s responsibilities include services sales, ecosystem growth, talent transformation, product innovation, and delivering exceptional customer outcomes via prescriptive and innovative delivery methods. He joined Infor in 2018 to lead Infor’s Strategic Account strategy and has since taken on P&L and leadership responsibility for the Americas organization.
Prior to Infor, Lee was the Senior Vice President and Americas Go to Market Leader at Hitachi Consulting. He spent nineteen years there, responsible for the business development GTM operating model with a focal on talent attraction and retention, new market penetration strategies, channel optimization, customer expansion, and demand generation. Lee also spent time at Grant Thornton, leading strategic client account leadership and growing sales capacity focused on manufacturing/distribution companies with an emphasis on ERP deployments, supply chain optimization, and customer-facing adoption. Prior to Grant Thornton, Lee began his career at Andersen Consulting where he spent four years focused on system integration, ERP deployments, and process improvement. Lee resides in Frisco, Texas.
Lisa James
Lisa James is the Senior Vice President of Professional Services at Relias, overseeing the P&L responsibilities of the successful delivery of all post-sales services and client support. This includes critical functions: Consulting, Customer Onboarding, Integrations, Technical Services, Managed Services, Client Support, and Application Support for Relias’ extensive customer base. With over 25 years of experience in operations and services leadership in SaaS organizations, Lisa specializes in building, scaling, and maturing services organizations within technology companies, as well as developing new services offerings. Her career showcases a consistent ability to drive profitable growth while delivering tangible and measurable outcomes for customers.
Her expertise spans the entire spectrum of services and support organizations, encompassing strategy development, go-to-market initiatives, offering development, operations, and implementing and driving improvement initiatives around AI and process automation. Before joining Relias in 2019, Lisa gained extensive experience in global services and operations, organizational consulting and client success with a focus in the areas of Learning, Global HCM, Payroll, BPO, and Human Resources Outsourcing through organizations such as Ceridian, SAP, EY, The Hackett Group, and Accenture. Lisa earned her Bachelor of Arts from Trinity College, and an MBA with a minor in Finance from NY Institute of Technology, and is currently completing an M.S. of Legal Studies with a focus in healthcare compliance.
Outside of work, Lisa enjoys volunteering as a Christian care counselor and a domestic violence crisis counselor. Lisa lives in Cary, NC with her husband and three fur babies, a German Shepherd and two cool cats.
Marc Baret
Marc Baret is the Vice President of Lifecycle Services Global Operations at Rockwell Automation. Together with his management team, he is overseeing the global engineering, business operations, quality, operational excellence, and digital transformation of Lifecycle services across the globe. He has dedicated his entire career to industrial automation, helping customers expand human possibility with technology. His previous roles have included engineering, product development, manufacturing, marketing, business management, general management, and acquisitions, ultimately leading to his current position as Vice President of Lifecycle Services Operations.
Marc is passionate about reimagining business operations to achieve new levels of performance through the application of digital technologies and the optimization of the global workforce.
Outside of work, Marc who is based in the UK is involved with local search and rescue voluntary organization.
Matt Powers
Matt Powers is Vice President of Global Technology Services at Wesco, where he leads global field engineering, consulting, and lab teams supporting physical security, data centers, building technologies, IoT, industrial controls, and network infrastructure. He brings more than 25 years of sales, management, services and technical experience with Wesco, including over 14 years focused on the physical security industry.
Matt has worked globally with integrators and end users on complex security deployments across sectors such as critical infrastructure, education, retail, and enterprise environments. He previously led physical security testing at the Anixter Infrastructure Solutions Lab, helping customers make informed technology decisions, and collaborated with standards organizations including Underwriters Laboratories on camera performance testing standards.
In 2010, Matt was elected to the ONVIF Technical Services Committee, where he contributed to the development of multiple interoperability standards and introduced the ONVIF Profile concept. In 2014, he was named one of IFSEC Global’s 40 most influential people in the security industry.
Matt has published extensively on technology trends, services, and best practices spanning the diverse industries served by Wesco globally.
Matt holds a BS in Marketing and Business Management from the University of St. Francis.
Monique Rupert
Monique Rupert serves as the Senior Vice President and General Manager for Blue Yonder Professional Services. In this role, she partners with global customers to provide transformational consulting and delivery services. This enables customers to successfully deploy and gain value from their Blue Yonder technology.
Monique is a seasoned SaaS and professional services executive with over 30 years of experience in the industry. Monique’s experience includes roles in strategy, implementation consulting, transformation consulting, business process outsourcing, and partner management.
Before joining Blue Yonder, Monique served as global Senior Vice President at Genpact. During her tenure, she served in a variety of leadership roles including supply chain services, managing partner relationships, and supply chain strategy. Prior to this, Monique held various consulting leadership roles in both large management consulting firms as well as other leading supply chain software companies.
Monique has a bachelor's degree in Economics from the University of Michigan. She was previously a member of Chief, a network built to drive more women into positions of power and keep them there. She also regularly volunteers at the Greater Chicago Food Depository.
Monique lives in Chicago with her husband. She has three children in college. In her free time, she enjoys traveling, exercise, reading, and learning to be an empty nester.
Neil Burge
Neil Burge is the Group Vice President of Professional Services at Informatica, responsible for the strategy, positioning and execution of all services activity with the ultimate goal of ensuring a first-class customer experience. Neil joined Informatica in 2014, serving in a wide variety of Professional Services roles across the span of the practice before taking on his current role at the beginning of 2025. A holistic thinker with a passion for driving continuous improvement across the organization, Neil is tasked with driving the next generation of services transformation to align with the broader Saas, Cloud and GenAI industry focus. Neil lives just outside Cheltenham., England with his wife and two children. He blends work, family and pleasure by playing golf badly and serving as a trustee on the board of a local theatre, an affiliation he's had for several decades.
Rajesh Prabhakaran
Rajesh Prabhakaran leads the Asia Pacific professional services, managed services, education services and global delivery organizations at Hitachi Vantara to develop and deliver service offers that drive business outcomes for our customers and partners. He is an established senior leader with a proven track record of developing and scaling businesses, delivering a blend of traditional and innovative service offerings that utilize technologies like AI, Automation, Containers, Cloud & DevOps.
Prior to joining Hitachi Vantara, Rajesh was Vice President and General Manager of Services at Micro Focus & HPE Software where he focused on delivering business outcomes via solutions spanning domains of Enterprise DevOps, Hybrid IT Management, Predictive Analytics & Security, Risk and Governance. He has a very good understanding of the Asia Pacific market and customer preferences.
Earlier in his career, he operated as a senior leader within services and software companies, including HPE, HP, Compaq & Wipro. He is also a past Chairman of SNIA, South Asia.
Rajesh holds a Bachelor of Engineering degree with Honors, in Electronics & Communication Engineering, from the National Institute of Technology, Trichy, India.
Rick Eddings
I am responsible for leading the Professional Services organization for Computacenter North America. We seek to deliver service excellence to our customers by providing expert capabilities grounded in proven methodologies. We view people as our key differentiator, recognizing their contributions and developing their talent as the foundation of our strategy. I have been in my current role for 1 year and bring with me 12 years of experience in Professional Services Leadership, 5 years in Senior IT Leadership for a Fortune 500 customer, and 5 years in Managed Services. As a US Air Force Veteran, I draw on the discipline and skills I developed in service to inform my leadership approach. On a personal note, I am married with one son, and we enjoy travel experiences together. In my free time, I am an avid BBQ pitmaster. My personal mantra is that life is a quest to be the best version of oneself.
Sanjay Pal
Sanjay is the Vice President and GM of Software (AI, Data and Automation) Professional Services at IBM, leading a global team specializing in Data, hybrid cloud, AI, security, and Automation portfolio. He is dedicated to helping enterprise organizations scale the software deployment and achieve their long-term strategic goals for transformation and seamless operations.
With extensive experience in IT services and cross-functional Global leadership exposure in areas such as engineering, sales, and marketing, Sanjay has contributed to driving transformational growth at industry leaders like Cisco, Accenture and IBM.
Sanjay is also an Advisory Board Member with Censia and Graphiant.
Sue Preston
Sue Preston is the worldwide Vice President & General Manager for Advisory & Professional Services. Together with her team, she is a strategic partner to customers and provides advisory-led engagements and outcomes-driven digital transformation journeys. She has dedicated her entire career to technology leadership and transformation. Before joining HPE, Sue spent two years at Microsoft running the Azure & Data AI Specialist teams in the UK across Enterprise Commercial and Public Sector.
Prior to Microsoft she spent eight years at Hitachi driving Global Financial Services and Managed Services teams along with driving transformation and focus on IoT. She also held leadership roles in the Partner Ecosystem and started her career in the Unix arena and ERP transformation. Sue is passionate about people and has a solid track record of building high performing teams. Sue actively participates and drives sustainability initiatives across technology, environmental and social and governance (ESG) strategies. She was shortlisted for CRN Exec Mentor of the Year and takes on various judging roles for Women in Business. Sue sits on the TechUK Board and was recently recognized in the top 100 DataIQ most influential leaders in Data. Outside of work Sue is engaged in raising funds for various charities, enjoys Golf & DIY.
Revenue Optimization Advisory Board
Jane Li
Jane has over 20 years of experience in the hi-tech industry, ranging from hardware, software, and born-in-the-cloud companies. Her experience spans over corporate and business unit strategy, corporate planning, market and competitive intelligence, and operations, with focus on go-to-market strategy, planning, compensation, customer segmentation and territory planning in the last 10+ years.
As Vice President of GTM Strategy and Planning, Jane leads X-functional strategy development, planning orchestration, market expansion, new country model transformation, and sales plays across various GTM functions at Workday.
Prior to Workday, Jane spent 10 years as Corporate and GTM Vice President at VMware with responsibilities covering both corporate and GTM strategy, planning, and operational roles, as well as a pivotal role in SaaS transformation. Prior to VMware, Jane worked at McKinsey as a management consultant, as well as at Microsoft and Cisco in various roles.
Kelly Morgan
As Chief Customer Officer at DocuSign, Kelly Morgan oversees the company’s Customer Success organization. He is responsible for delivering an end-to-end experience that empowers customers to reach their full potential using DocuSign’s platform. In addition to his role at DocuSign, Kelly also serves as a board advisor for Eyelevel.ai. Before joining DocuSign, Kelly was Chief Customer Officer and General Manager for SYKES, a business process outsourcing provider which was a subsidiary of Sitel Group and is now part of Foundever. During his time at SYKES, Kelly was focused on innovating the customer experience for strategic partners while driving customer obsession across the enterprise.
Prior to SYKES, Kelly held several key leadership positions at IBM Corporation, VERITAS Software Corporation, Symantec Corporation, Frontier Communications and Bain Capital where he oversaw the creation and execution of GTM strategies for several portfolio companies. Kelly has been a strategic customer experience thought leader for over 25 years and is passionate about delivering an intelligent customer journey that is informed, personalized and proactive. He holds a Bachelor of Science Degree in Business Administration and Management from the University of Florida and currently lives in Tampa, Florida with his family.
Maggie Laird
Maggie Laird is the President of Pentaho, where she leads the organization’s strategy, product direction, employee culture, and software growth initiatives. Under her leadership, Pentaho has emerged as a leader in the data intelligence and integration market, helping companies achieve data-fitness in the Age of AI. Previously, Maggie served as SVP of Corporate Sustainability and Business Transformation, and VP of Global Business Operations and Transformation at Hitachi Vantara. She is a former Managing Director at Deloitte and currently serves as a Board Director at OmniCable.
Steve Reynolds
Technology Sales Executive with a proven track record in manufacturing operations, software sales and marketing, information systems consulting, strategic business planning and company financial management. Strong High-Tech and Life Sciences industry experience with a record of results in start-up ventures and development of new business opportunities which require creative problem solving, effective leadership, team development, clear communications and professional business management. Primary focus is to assist client executives in their efforts to plan and successfully implement information technology in order to gain financial results and a competitive business advantage.
Services Sales Advisory Board
Brad Stevens
Brad Stevens, Vice President of IoT and Platform sales at Wesco, has over 30 years of experience in the telecommunications and distribution industry. Brad works closely with Wesco’s customers, integrators and suppliers to deliver a world-class offering of IoT solutions and guide ongoing development of Wesco’s digital and data platform. Brad holds a Bachelor of Arts in Communications from the University of Oklahoma.
Carl Guice
Carl Guice is the VP of Growth Strategy & Operations at ivision where he has full responsibility for Strategic Alliances, Demand Generation, Sales Operations, Sales Enablement, Renewals, Marketing & Demand Generation. Carl has almost 20 years of Global Services Sales & Revenue Strategy, Operations & Transformation expertise, eight of which were at HP / HPE and five at Dimension Data / NTT. He holds a BS In International Business from the University of Nebraska and a Juris Doctor from Emory Law School. He currently resides in Celina, TX (just north of Dallas) with his wife and two children.
Chellappan Narayanan
Chellappan “Chells” Narayanan is a results-driven senior executive and accomplished sales leader with more than 26 years of experience driving growth, transformation, and high-performing teams across global enterprises, including HPE, IBM, and Wipro. Currently holding the position of Vice President - Customer Success & Lifetime Value organization, driving sales growth, renewals, and customer experience across HPE services.
At HPE, Chells served on the Geo and Global Leadership Teams, partnering with BU and Sales leaders on business planning, GTM strategy, portfolio development, operations, and long-term growth initiatives. He is noted for creating an Ecosystem-led GTM model delivering incremental revenue, leading industry vertical teams, and driving major digital transformation deals.
Chells is recognized for his exceptional ability to inspire, develop sales leaders, and high-performing teams. With experience spanning the US, India/APJ, and Worldwide roles, he brings deep cultural fluency and a global perspective to building world-class teams that excel in customer and partner success. His collaborative leadership style and strong business acumen have consistently enabled the business unit/functions to accelerate growth while maintaining operational rigor.
He holds an MBA in Marketing & Systems, an Executive degree in Applied Finance, and completed an Executive Presence program at Cornell University, reflecting his commitment to ongoing development. He also keeps pace with emerging technologies such as AI & Automation and their business impact.
Beyond work, Chells is passionate about Children & Education causes, contributing actively through NGOs and community initiatives. He is a well-rounded leader driven by purpose, continuous learning, and meaningful impact.
CJ Steiner
CJ Steiner serves as Director of Integrated Services Engagement for CDW, overseeing the go-to-market strategy for services across all CDW segments. In this capacity, CJ leads a national team of Professional Services Managers who act as vital liaisons between sales and integrated services, ensuring customers achieve their desired outcomes.
Leadership and Advisory Roles: In addition to managing the Professional Services Managers, CJ leads a team of Field CIOs. These Field CIOs provide advisory support to customers during significant initiatives, such as mergers and acquisitions, divestitures, rapid IT transformation projects, and other major events impacting IT programs.
Career Journey: Before stepping into his current role in April 2021, CJ co-led CDW’s integrated services organization, where his team delivered professional, managed, and as-a-service solutions for the east and south regions in both corporate and public segments. CJ’s tenure at CDW began in 1999 in the New York market, where he led sales teams for many years.
In 2015, CJ briefly left CDW to join VMware, heading a hybrid cloud transformation campaign for a telecommunications organization. He returned to CDW in early 2016 as regional field sales manager for the New York market.
Education: CJ Steiner holds a bachelor’s degree from The College of New Jersey, earned in 1994.
Jitendra Joshi
Leads Syndigo’s Global Consulting, Technology & Managed Services Group, integrating strategic consulting, PXM & MDM delivery, managed services, customer success enablement, AI-driven innovation, and technical operations to deliver measurable business value for global enterprise clients.
Joe Folan
Joe Folan is a seasoned marketing executive with over two and a half decades of experience driving growth and strategic engagement across the healthcare, technology, and SaaS sectors. Currently serving as the Senior Vice President of Growth Marketing at Relias, Joe leads initiatives that enhance market engagement and deliver measurable outcomes for healthcare organizations. Before joining Relias, Joe held key leadership roles including Vice President of Marketing at Eye Care Leaders and at M*Modal, where he was instrumental in developing and executing comprehensive marketing strategies. Joe's expertise encompasses a broad spectrum of disciplines, including commercial strategy, enterprise analytics, growth motions, AI, and front-of-house alignment. His ability to combine marketing efforts with business objectives has consistently resulted in increased brand visibility and revenue growth. An alumnus of Emory University's Goizueta Business School, Joe combines academic rigor with practical experience to lead high-performing teams and drive innovation in marketing and commercial practices.
John Struempf
John Struempf is an accomplished senior executive with over two decades of Executive leadership experience across enterprise software, customer experience, and recurring revenue transformation. As Vice President of Recurring Revenue Acceleration at Cisco, he leads global initiatives to drive adoption of Cisco’s software and services portfolio, reduce customer attrition, and maximize annual recurring revenue (ARR). In this role, John is focused on building an AI-powered organization to accelerate customer value and fuel sustainable growth.
Previously, he served as Vice President of Customer Experience – Go-to-Market Growth and Business Development, where he spearheaded global expansion strategies and led the successful incubation of new offers within Cisco’s Customer Experience (CX) business.
Beyond his professional accomplishments, John is deeply committed to community impact. Prior to serving on the Board of Ambassadors for the Discovery Gala supporting the American Cancer Society he has supported the Covenant House of California in its mission to combat youth homelessness.
A graduate of Saint Mary’s College of California, John is a life long Bay Area resident who currently resides in Danville with his wife Stephanie and their two dogs. He is the proud father of two sons, who both are collegiate football players at the University of San Diego. A passionate sports enthusiast, John is also an avid golfer.
Kirk Miller
Kirk Miller Global Director of Critical Communications Services Management Motorola Solutions, Inc. Kirk Miller is the Global Director of Critical Communication Services Management at Motorola Solutions, where he leads the strategic management of a multi-billion-dollar portfolio of infrastructure service offerings. His role focuses on ensuring the optimal operation, support, and lifecycle management of complex, critical communications networks serving governmental and commercial enterprise customers in 192 countries. He is a strong advocate for leveraging artificial intelligence capabilities within the industry to drive innovation and growth, while also improving the customer experience.
With over 25 years of experience in mission-critical networks engineering, implementation, sales, and service, he has consistently demonstrated portfolio-level financial accountability and strategic growth, achieving substantial annual revenue targets and exceeding 20% year-over-year growth across his global lifecycle portfolio. His leadership aligns offers across executive leadership, product management, development engineering, and third-party vendors to maximize market penetration. Kirk's strategic vision is underpinned by his expertise in integrating architectural knowledge with sales positioning focused on customer value and financial discipline.
In addition to leading Motorola’s mission-critical services offer management, he leads a global consulting team that ensures service offerings are competitively positioned, leveraging competitive intelligence that has resulted in a win rate exceeding 80% of competitive deals annually while maintaining a contract renewal attrition rate of less than 2% annually. He drives innovation and market development, including positioning strategic products and spearheading international efforts to dramatically increase the adoption of services in the international markets.Kirk is a veteran of both the US Navy Submarine Force and the US Army Signal Corps. He resides in Rochester, MN, with his family, which recently welcomed a grandchild. A true polymath, his interests span theoretical physics, culinary arts, woodworking, home remodeling, and he is also a published writer.
Lynn Fraser
Lynn Fraser is the Vice President of Global Services Sales at Extreme Networks, where she leads strategy, planning, business development, and chief of staff initiatives to drive services sales growth. With more than 30 years of experience in information technology, Lynn is passionate about mentoring others and sharing lessons learned throughout her career. She is also deeply committed to her work with the Susan G. Komen Cancer Foundation.
Lynn began her career designing, architecting, implementing, and maintaining global networking and security solutions—an experience she values greatly as it allowed her to gain expertise across multiple IT disciplines during an uncharted time in the industry. This hands-on foundation gave her critical insight into customer perspectives, from technology selection and proof-of-concept testing to solution negotiations with top manufacturers.
Building on this expertise, Lynn has held leadership roles spanning systems integration, professional and advanced services delivery, and executive sales at both system integrators and technology companies. She is a Certified Program Manager (Worcester Polytechnic Institute) and holds a Cisco Certified Design Associate (CCDA) certification, a BS/BA in Information Systems, and a Master’s in Leadership from Northeastern University. She has also completed executive strategic and leadership programs at Harvard University.
Beyond her professional achievements, Lynn has served on the New England Board of the Susan G. Komen Foundation, the Boston Bruins Season Ticket Holder Council, and is currently a member of the TSIA Advisory Board for Services Sales.
Melissa (DeLisle) Zakhem
Melissa (DeLisle) Zakhem is a technology and SaaS executive with 28 years of experience leading organizations through growth, transformation, and customer success at scale. She currently serves as Vice President of Renewals, Enterprise & Commercial at Okta, where she leads global retention strategies, revenue growth initiatives, and operational excellence across enterprise and commercial markets.
Prior to Okta, Melissa was Vice President of CS Scale & Head of Global Renewals at Anaplan, where she spearheaded a global renewals strategy, implemented forecasting practices that became a benchmark for accuracy, and built scalable CS programs that accelerated retention and expansion. She also served as Director of Customer Success at ServiceSource, where she led VMware’s North America and LATAM renewals and retention strategy. It was here that she developed her passion for recurring revenue strategies and a deep appreciation for the critical role it plays in driving sustainable growth for SaaS companies. Earlier in her career, Melissa spent more than a decade at Arrow Electronics, where she advanced through roles in sales and global supplier management within the Intelligent Systems division, ultimately serving as Line of Business Director for Enterprise Computing Solutions driving infrastructure platform growth.
Throughout her career, Melissa has been recognized as an award-winning leader known for building high-performing, people-centered teams. She brings deep expertise in SaaS transformation, customer success, renewals, and enterprise go-to-market strategy, and is highly regarded for forging trusted partnerships that deliver long-term customer and partner loyalty.
Nay Newell
As Ciena's Senior Director of Strategic Solutions for the Americas, Nay Newell creates transformative solutions to solve customers' most complex business challenges. He spearheads a high-performing team that delivers advanced services, including critical network migrations, to drive significant value and foster long-term success for clients.
With over two decades of experience rooted in a diverse technical background—from network engineering to emergency support—Nay combines deep industry knowledge with a customer-centric approach to ensure exceptional outcomes. A passionate mentor, he is also dedicated to cultivating the next generation of services sales leaders, fueling Ciena's continued growth and momentum in the Americas.
Nay holds a Bachelor of Science in Electrical Engineering from North Carolina State University and is based in Raleigh.
Poppi Turlich
Poppi Turlich is Senior Director of Partner Success at BMC Helix, where she leads the global delivery partner ecosystem. She is responsible for shaping partner governance and operating models that drive customer adoption, accelerated time-to-value, and strengthen long-term retention.
With deep experience across enterprise technology, program management, and customer success leadership, Poppi specializes in transforming partner networks into high-performance engines for measurable customer outcomes. Her work centers on establishing repeatable delivery standards, outcome-driven playbooks, and performance frameworks that align technical execution with strategic business goals. She is a strong advocate for partner-led growth strategies that enable scale without sacrificing quality.
Poppi holds a bachelor’s degree from the University of New Orleans and a Master’s degree in Program Management from the Naval Postgraduate School.
Serges Lemo
Serges Lemo serves as the Director of Global Services Offering Portfolio at Emerson, where he leads the strategic development and lifecycle management of service offerings for Emerson Test & Measurement (formerly National Instruments), a globally recognized technology leader. With a distinguished career spanning executive, leadership, and technical roles, Mr. Lemo brings a rare combination of deep technical expertise and sharp business insight. He excels in designing and managing service portfolios that drive profitable annual recurring revenue (ARR)—a key challenge in today’s evolving industry landscape. As a member of the TSIA Services Sales Industry Advisory Board, he contributes valuable perspectives on modernizing service strategies, aligning teams and processes for scalable revenue growth, and harnessing technology to deliver enduring customer value across global markets.
Sjaak Labots
Sjaak Labots is a business process and transformation leader with more than 25 years of experience helping organizations realize business value through digital solutions and services.Having worked across customer organizations, systems integrators, and software providers, he brings a unique end-to-end perspective on how technology, services, and business outcomes come together to drive successful transformation. At Siemens, Sjaak leads the development and harmonization of business processes that support the shift from traditional software delivery toward outcome-oriented and Software-as-a-Service (SaaS) business models. He is the owner of the Prescriptive Engaging & Contracting framework, a structured approach that aligns pursuit strategy, value realization, services engagement, governance, and transition to delivery to help organizations consistently deliver customer outcomes and accelerate time-to-value.Known for his open mindset and constructive challenge of the status quo, Sjaak is passionate about helping organizations and individuals embrace change, improve cross-functional collaboration, and create scalable processes that connect sales success with customer success."The most successful services engagements are built when sales, delivery, and customer success work from a shared vision of value realization."
Ville Leivo
Ville Leivo is the Head of Global Services Sales & Premium Portfolio at SAP, where he leads a global team dedicated to accelerating customers’ and partners’ digital transformation through the adoption of SAP’s comprehensive portfolio. With over 20 years of experience, Leivo brings a strong customer-first mindset, placing the cloud transformation journey at the center. He is recognized for building inclusive, high-performing teams that consistently deliver measurable business value. Leivo rejoined SAP in 2025 after an eight-year tenure at Salesforce, where he served as Vice President of Professional Services in Europe. Prior to that, he held multiple senior leadership roles in cloud-centric organizations and was with SAP from 2007 to 2017. He holds a Master’s degree in Business Administration from Aalto University Executive Education and a Bachelor’s degree in Software Engineering from Metropolia University of Applied Sciences. Ville brings deep expertise in services strategy, customer success, and professional services, and is focused on executing SAP’s services sales strategy. His mission is to drive innovation, enable business transformation, and deliver long-term value through strategic, cloud-based services.
Success Driven Product Adoption Advisory Board
Aaron Nester
Aaron Nester is Vice President of Customer Strategy and Operations at Coveo, where he leads strategic initiatives that connect go to market execution, scaled technical programs and product adoption to drive measurable customer value and long-term growth. He is focused on aligning commercial strategy with post sale execution to ensure customers realize meaningful and sustained outcomes.
Aaron has led transformation efforts that modernize how organizations engage with customers across the full lifecycle, from onboarding and enablement through expansion and retention. His work centers on building more proactive and data driven engagement models that improve feature utilization, accelerate time to value and strengthen overall customer health.
At Coveo, Aaron has played a key role in evolving go to market strategies to better connect product adoption with customer outcomes and scalable operating models. His experience spans both commercial and operational transformation, helping organizations translate strategy into execution through repeatable frameworks and measurable impact.
Aaron brings a practical and cross functional perspective to the TSIA Success Driven Product Adoption Advisory Board. He is particularly passionate about helping organizations operationalize adoption through scalable programs, effective communication, and strong alignment across product, technical and revenue teams.
He holds a degree from James Madison University and is based in Virginia. Outside of work, Aaron enjoys spending time with his family, traveling, hiking and being on the water, especially swimming and surfing.
Alexandra Roza
Alexandra Roza is Senior Vice President and Global Head of Customer Success Management at SAP, where she leads the team translating technology into measurable business value, and focuses on the evolution of customer success for the AI era. With more than 20 years of global leadership experience across SAP, Workday, Salesforce, and Tableau, Alexandra has built and led high-performing sales, services, and customer success organizations across Asia Pacific, Australia, Europe, and North America. She began her career in consulting and advisory services, including serving as a Partner with Cape Group in Singapore.Throughout her career, Alexandra has built high-performing cultures grounded in accountability and empathy. She is deeply committed to developing current and future leaders, directly mentoring talent and helping leaders navigate their teams and careers through periods of significant change.Alexandra is also a committed advocate for women in leadership. She serves as Americas Executive Sponsor of SAP’s Business Women’s Network and is a founding member of The Conference Board Asia Council for Gender Equity.
Amanda Newman
Amanda Newman is a Customer Success leader at John Deere, where she defines customer success strategies for new as‑a‑service technologies that support the diverse needs of farmers across different geographies, crops, and operations. She brings over 20 years of experience in the technology industry across roles in sales, support, marketing, and customer success, and has also consulted with enterprise and small business clients to enhance their customer experience programs. Amanda is passionate about delivering exceptional customer experiences and fostering loyalty, and is known for her inspirational leadership, success in building high‑performing remote teams across cultures, and track record of driving strong client outcomes through collaboration and creative approaches.
Angelo Arezzi
Angelo Arezzi is a senior executive and advisor specializing in Client Operations and Service Transformation within cloud and SaaS organizations. He brings deep experience leading large-scale, AI-enabled transformations that reposition service and support functions as strategic engines for growth, retention, and trust. Angelo combines hands-on operational leadership with strong technical and academic grounding, holding a BS in Computer Science, an MBA, a DBA focused on AI governance and human-centric workflows, and PMP certification. He leads teams on operating model design, AI-augmented service delivery, and execution discipline that translates strategy into measurable outcomes at scale.
Cari Rivan
Cari Rivan is a strategic, cross-functional leader with deep expertise in customer success, operational excellence, and AI-powered scale. She brings nearly a decade of experience in tech, along with a cross-industry background spanning SaaS, finance, and international development. Throughout her career at Infor, she has led high-impact programs that connect customer experience to meaningful business growth.
An emerging leader in applied AI for Customer Success, Cari recently designed a suite of AI-powered tools projected to save our CS Team over a thousand hours this year alone—streamlining preparation, deepening executive alignment, and accelerating value realization. Her current focus is finding new ways to nurture customer product adoption at scale.
Before entering tech, Cari spent eight years in banking and one year in microfinance in Mozambique. She holds an MBA from the Rotman School of Management and a BA in English Literature from the University of Toronto.
Cari lives in Toronto with her husband and two daughters. She’s also a lifelong athlete—marathon runner, hiker, swimmer—an avid traveler, and an enthusiastic gardener.
Dan Lausted
Dan Lausted is the Director of Software Solutions & Customer Experience at Zones, responsible for leading global software strategy and customer experience initiatives that ensure customers achieve measurable business outcomes and sustained value from their technology investments.
With more than 25 years of experience in the technology industry, Dan is a technology strategist focused on building innovative, scalable solutions that drive revenue growth and elevate customer satisfaction. He leads global go-to-market strategy and modern sales orchestration models that simplify software procurement, accelerate adoption, and strengthen lifecycle engagement. His work aligns deep software expertise to business priorities including Digital Workplace, Cloud, Security, and IT Lifecycle Management.
Throughout his career, Dan has led cloud practices, software solutions organizations, digital sales strategy, customer success teams, and technical architecture functions. He has built scalable operating models that connect technical execution, commercial alignment, and customer lifecycle strategy into cohesive growth engines. His foundation as a developer and solutions architect provides a strong technical lens that informs his executive leadership and strategic decision-making.
In addition, Dan has always kept a keen focus on the strategic application of emerging technologies, including artificial intelligence, to transform how organizations design and deliver innovative solutions. He explores how intelligent systems can drive innovation across the customer lifecycle, enhancing engagement, strengthening decision-making, and enabling scalable growth. By connecting technology strategy with structured CX frameworks, he helps organizations modernize operating models, unlock new sources of value, and build long-term customer relationships grounded in measurable outcomes.
Dan holds numerous technical certifications, is Prosci Change Management certified, Six Sigma certified, and PMC certified in product management. His leadership approach blends innovation, structured product thinking, and operational discipline, ensuring that strategy translates into execution, adoption, and sustained business impact.
David Heinze
David Heinze is a Senior Director at Siemens Digital Industries Software, leading global Customer Success operations with a strong focus on AI‑ and data‑driven initiatives. He drives enterprise‑scale analytics, predictive insights, and scalable tech‑touch models to improve customer outcomes and accelerate value realization across the SaaS lifecycle.
With extensive experience spanning customer success, product management, R&D, and marketing, David brings a unique end‑to‑end perspective on value realization in complex B2B and SaaS environments. He has played a pivotal role in establishing and scaling modern Customer Success practices at Siemens, supporting significant revenue growth during the company’s transition to SaaS.
Eric Knipp
Eric Knipp is Senior Vice President and General Manager of Cisco's Customer Experience (CX) Americas division, managing the most extensive region for CX, generating more than $8.9 billion in yearly revenue. His leadership encompasses 17 countries across 6 sectors, including the U.S. Public Sector, Global Enterprise Segment, U.S. Service Provider, U.S. Commercial, Canada, and Latin America. The organization comprises professional and support services, architecture, delivery, and customer success teams who, in collaboration with partners, provide business solutions across the customer lifecycle, enhancing the speed of achieving value and returns from their technology investments.
Previously, Eric served as Vice President of Solutions Engineering for Cisco’s Global Specialists organization where he led the Engineering community as well as the alignment and interlock between Global Specialists and Cisco’s Business Entity leaders, X-Architecture efforts, and Global Competitive team. Before that role, Eric was Vice President of Systems Engineering in the Americas—the largest systems engineering team within Cisco—working closely with Sales leadership to develop Cisco’s technology go-to-market and ensure customer and partner satisfaction. In that role, he also partnered with Cisco’s Customer Experience (CX) organization to bring innovative solutions and offers to market.
Throughout his 21-year tenure with Cisco, Eric has held numerous positions focused on engineering and architectural development. Beyond his core mission, he is passionate about evolving the networking industry and his Cisco teams through innovation by unlocking the value of programmability and integrating the network into the modern application development and DevOps frameworks.
Before joining Cisco, Eric held several industry roles with companies such as AT&T and Nortel, where he focused on providing advanced architectural guidance to senior IT leadership in the areas of network architecture, global telephony design, and security.
Eric earned a Master of Business Administration degree from Indiana University and holds a Cisco Certified Internetworking Expert (CCIE) certification. He has served as a contributing author to multiple publications focused on network design, security, and unified communications, and has been formally recognized as a distinguished speaker at numerous events including Cisco Live.
Eric resides in Raleigh, North Carolina with his family and enjoys many activities such as hunting, skiing, weightlifting, biking, and martial arts.
Heather Lauer
Heather Lauer is the Vice President of HPE Networking Customer Experience Strategy & Operations, where she leads the development of competitive services portfolios, customer success programs, and integration strategies following the joint acquisition of HPE and Juniper Networks. Since joining HPE Aruba Networking in 2023, Heather has played a key role in shaping the organization’s future and defining critical business objectives for Services & Support integration. With a career distinguished by expertise in business planning, analytics, operations, and transformational leadership, she has held pivotal roles at HPE, including Chief of Staff for the GreenLake Business Unit, driving three years of consecutive double-digit growth. Prior to HPE, Heather served as a Business Operations leader at AWS Support, improving financial performance and customer experience across Premium Support and Managed Services. Heather holds a Bachelor of Science in Business Administration from the University of North Carolina and continues to drive innovation in networking services and customer experience.
Hopeful Owitti
Hopeful is an accomplished technology executive with deep expertise in building customer-centric strategies that foster trust, elevate experience, and accelerate adoption and renewals. In his role as VP of Customer Excellence at ABBYY, he leads Customer Experience, Global Support Services, and Education Services, crafting AI‑driven programs and scalable operations that improve satisfaction and retention. Hopeful has a track record of growing and guiding global, high-performing teams across service delivery, professional services, technical support, and enablement & education. He balances a strategic mindset with hands-on execution and takes pride in partnering with customers to deliver outcomes. Outside the office, he enjoys spending time with his family, following international soccer, and designing 3D projects with his son.
Jana Jones
Jana Jones leads Ciena’s Global Customer Success organization, where she and her team focus on driving customer retention, growth, and scalable one-to-many solutions through the Portal & Community. With more than a decade of experience in the telecom industry, she has built high-performing Customer Success practices from the ground up and continues to champion innovative approaches to customer engagement and operational excellence.
Jana holds an MBA, a Master’s in Secondary Education, and is PMP-certified. A former collegiate golfer and coach, she brings the same discipline, strategy, and collaborative spirit to her work.
Outside of work, she enjoys traveling and adventuring with her puppy, Eleanor Baehr.
Jenny Beazley
Jenny Beazley is a customer-centric transformation executive with more than 25 years of experience delivering tangible results across post-sales teams and initiatives within the global technology industry. She is known for evolving transactional post-sales organizations into proactive, data-driven engines that accelerate customer value realization, drive retention and growth, and improve operational efficiency.Jenny is currently Vice President, Global Customer Success at Entrust, where she leads teams specializing in Identity Security, helping organizations fight fraud and cyber threats. Joining Onfido prior to its acquisition by Entrust, Jenny has focused on optimizing the customer experience by building a digital and scaled success program, and establishing a dedicated team for strategic accounts, resulting in outsized business outcomes and record NPS scores. Previously, she played a key leadership role in Tableau's pivot to subscription licensing, scaling the Customer Success organization from 12 to 120 CSMs in just two years. Subsequently she built a 90+ person strategy and operations organization, supporting approximately $2.6Bn in revenue, through Tableau's acquisition and integration with Salesforce.Her journey also includes senior leadership roles at EMC and Dell Technologies, where she drove customer experience and operational innovation, earning multiple STAR awards. A member of the Gainsight Customer Advisory Board since 2022 and an industry speaker, Jenny is passionate about AI-enabled post-sales transformation and the evolving role of identity, security, and trust in an increasingly agentic world.Originally from London, UK, Jenny has called Vancouver, Canada, home for almost two decades. She is an avid outdoor enthusiast and has served on the boards of local non-profits, including the North Shore Mountain Bike Association and Kids Up Front. Jenny holds an MBA with electives in Financial Strategy and Knowledge Management.
Joe Koon
Joe has been with RSM out of their Boston office for seven years. He is currently leading the solution governance team for their global managed services transformation project. He is involved with many of their upcoming technology implementation projects and is always evaluating fresh solutions with a strong eye towards integration and automation.
Joe has twenty-five years of experience in the Information Technology field including positions in technology consulting, corporate IT leadership, and telecommunications where he built and operationalized a nation–wide ISP and voice services provider. He has a background in network engineering and security operations as well as the design and optimization of contact centers, technical support, and engineering teams. His recent work is in the field of service integration where he works to align providers to deliver seamless portfolios of services tailored to address specific client outcomes.
Joy Belfoure
Joy Belfoure is a global customer success executive with more than 26 years of experience in enterprise technology and 18+ years leading high-performing, revenue-generating teams. She currently serves as Senior Director of Global Customer Success at Zebra Technologies, where she leads a global organization responsible for driving more than $500 million in annual recurring revenue through product adoption, retention, and expansion strategies.
Joy specializes in building and scaling customer success models that accelerate product adoption and deliver measurable business outcomes. She has deep expertise in designing data-driven engagement frameworks, health scoring models, and value realization strategies that improve gross and net revenue retention. By aligning customer success with product, sales, and commercial strategy, she ensures customers achieve tangible ROI from SaaS and hardware investments.
Prior to Zebra, Joy held senior leadership roles at IBM, leading large, cross-functional teams across cloud, security, data, and AI portfolios while delivering multi-billion-dollar revenue performance.
Joy lives in Denver, CO, with her husband and two teenage children. Outside of work, she enjoys cheering on her children at ice hockey games, traveling, and exploring great food and fine wine.
Kerry Kaczorowski
Kerry Kaczorowski is a senior product adoption and enablement leader with more than 25 years of experience helping organizations drive scalable growth through customer and partner value realization. As Director of Learning Enablement, she leads global customer, partner, and internal education programs, including product-led onboarding journeys, role-based learning paths, and continuous enablement across the customer lifecycle. Kerry has built and scaled self-service and instructor-led models that accelerate time to value, increase feature adoption, and improve retention. She approaches learning as a strategic business capability, partnering closely with Product, Go-to-Market, Customer Success and Professional Services leaders to make enablement a practical, repeatable driver of adoption and long-term growth.
An advocate for leadership development and continuous growth, Kerry has served on the Governance Team for the Women in Search of Excellence (WISE) Business Resource Group and recently completed her role as Co-Leader of Women in Tax Technology, a community supporting women professionals across the tax technology industry. Based in the Philadelphia area with her husband and three children, she enjoys camping, boating, and traveling, and spends much of her free time at an ice rink or on the sidelines cheering on her kids.
Kristen Linehan
Vice President, Enterprise Success & Services, Freshworks Kristen Linehan is Vice President of Enterprise Success & Services at Freshworks, where she leads global customer success and professional services teams focused on driving adoption, retention, and growth across the company’s largest enterprise customers. With over 20 years of experience in post-sales leadership, Kristen has built and scaled organizations that deliver measurable business outcomes and exceptional customer experiences. Prior to Freshworks, she held senior leadership roles at Seismic, BMC Software, and EMC/Dell Technologies, where she led global professional services, customer success, and support teams through periods of rapid growth and transformation. Kristen began her career at Accenture consulting for large transformation initiatives. She holds a B.S. in Operations Research & Industrial Engineering from Cornell University and has a passion for building high-performing teams, strengthening customer partnerships, and turning services and success organizations into true engines of growth.
Lauren Marro
Lauren Marro leads strategy and operations across the Global Services Customer Success organization – translating corporate strategy into bold priorities and programs, guided by customer insights and market intelligence. She drives big-picture transformations by combining digital-first strategies, predictive insights, and AI-powered solutions.
Lauren brings 15+ years of experience at Dell across business planning, channel marketing, program and project management, loyalty incentives, and sales operations. Before Dell, she was a public relations account executive in New York, representing high-profile clients including the CLIO Awards, Del Monte Foods, Eli Lilly, and StarKist. Lauren began her career as a journalist, reporting on business and metro news for The Boston Globe and The Patriot Ledger.
Passionate about people, Lauren champions a wellness-driven culture that advances career growth, inclusion, holistic health, and recognition. An advocate for mental health, she amplifies awareness through mentor circles, employee networks, and professional networks. She lives in Leander, Texas with her husband, two children, and two Labrador retrievers.
Lizzie Taylor
Lizzie shapes Energy’s vision for customer experience, setting the direction for how we engage, delight, and retain customers. By embedding a philosophy of putting the customer at the core into every aspect of our products, delivery, customer support, and operational excellence, Lizzie ensures our brand stands out for trust and innovation. Combining AI-driven insights with bold marketing strategies, Lizzie creates personalized, seamless journeys that anticipate customer needs and deliver memorable experiences—strengthening loyalty and driving growth.
Based in London, Lizzie brings deep expertise in managing global teams; underpinned by a degree in Econometrics and Mathematical Economics from the London School of Economics. Over the last 20 years; she has built and led high-performing teams that deliver seamless, insight-driven experiences to clients. Her previous leadership of Client Service at FactSet laid the foundation for agile, customer-centric growth.
At the heart of Lizzie’s leadership is a deep commitment to her teams and her customers. She believes that empowered teams create exceptional customer experiences, and she’s passionate about fostering a culture where collaboration, innovation, and care drive lasting impact.
Beyond her professional achievements, Lizzie embraces personal challenges with equal determination—completing both the London and New York Marathons in recent years.
Mahua Choudhury-Hironaga
Mahua Choudhury-Hironaga is a strategic operations leader with a track record of scaling global infrastructure for the world’s leading CRM platform. As Vice President of Customer Success at Salesforce, she oversees the design and improvement of mission-critical tools and processes that power reactive support and proactive engagements driving adoption at scale for over 200,000 customers. A champion of the "Customer Zero" philosophy at Salesforce, Mahua specializes in deploying cutting-edge AI and service technology—such as Agentforce and Service Cloud—to drive organizational excellence.
A recognized thought leader and featured speaker at Dreamforce, she offers deep expertise in cross-functional innovation and building high-performing teams. Mahua brings a unique perspective on operationalizing technology at scale to deliver consistent, industry-leading customer experiences.
Manio Vecchiet
Manlio Vecchiet is a seasoned executive with over 20 years of leadership experience driving Customer Success, growth, operational excellence, and digital innovation across global organizations. With a career spanning renowned companies such as NetApp, Salesforce, Amazon, Microsoft, and McKinsey & Company, Manlio has a proven history of aligning business strategy with cutting-edge technologies to deliver scalable, sustainable Customer Success and Impact.In his current role as VP of LifeCycle Management in NetApp, Manlio leads the Customer Success team globally, focusing on transforming the delivery model to drive product and feature adoption, operational health, risk mitigation, architecture optimization, and value realization for his customers. Leveraging AI, he is driving insights for both customers and internal stakeholders, scaling impact, and increasing productivity.In his prior role as Vice President of Strategy, Operations, and Digital Transformation in Salesforce, Manlio has redefined the customer success processes by operationalizing generative AI and automation to enhance productivity, streamline processes, and improve customer experiences. Manlio has also led transformational initiatives in previous roles, including scaling a global Customer Success team professional, improving annual productivity by double digits, and driving a 50% increase in global sales. He pioneered the integration of advanced machine learning technologies that now generate over half of sales opportunities through automated recommendations. Manlio holds an MBA and an M.S. in Engineering, bringing a robust analytical and strategic foundation to every leadership challenge. Fluent in multiple languages, He bring a global perspective that enables to navigate diverse markets and cultural contexts effectively.
Michael Naimoli
Michael Naimoli is Vice President of Channel Partner Strategy at ValGenesis, where he leads the development and expansion of our global partner ecosystem - driving growth through strategic alliances, resellers, and service-led partnerships across life sciences.
He has more than 25 years of experience building strategic alliances, scaling partner programs, and executing partner-led go-to-market strategies in regulated, innovation-driven industries. Prior to ValGenesis, Mike led North American alliance and channel management at Dassault Systèmes and previously supported customer success, operations, and client services leadership roles at Veeva Systems, with additional senior leadership experience at Hitachi Consulting, SAP, and Microsoft.
Mike’s career blends deep life sciences domain expertise with enterprise software and SaaS execution—spanning ISV/OEM partnerships, co-sell and ecosystem growth, and cross-functional leadership with C-suite stakeholders. He holds a BS in Molecular Biology from Penn State and an MSE in Technology Management from the University of Pennsylvania/Wharton.
Sandra Lundin
Sandra Lundin is the Director of Customer Success at CDW, responsible for the Framework and Methodologies of Customer Success at CDW, ensuring that customers achieve their desired outcomes and value realization of their technology investments.
In over 30 years in the technology industry, Sandra remains passionate about empowering teams, fostering a culture of collaboration, and enabling organizations to thrive in an ever-evolving technological landscape.Currently focused on Customer Success, Sandra consistently addresses areas critical to business success, ensuring that customer needs are met at scale.Her strategic approach enables revenue growth but also long-term partnerships built on trust and value.
An advocate for innovation, Sandra leverages technology platforms that drive continuous improvement and deliver enhanced customer experiences. She brings a relentless focus on aligning business objectives with customer outcomes, setting new standards for excellence in customer success.
Her leadership style is characterized by transparency, empathy, and a commitment to professional development, inspiring teams to exceed expectations. Sandra’s dedication to nurturing talent and building high-performing teams has led to measurable improvements in customer satisfaction and coworker retention.
Sandra graduated with honors in both her Bachelor’s in Business Management and her Master’s in Business Administration.She resides in New Jersey with her husband and son.
Sarah Nicholson
Sarah Nicholson, leads Commercial Operations / Customer Success at Eaton, responsible for establishing the organization’s first Customer Success function. She designs end-to-end processes to ensure customers achieve measurable value, including onboarding, adoption, and retention. Her work spans operationalizing customer insights, defining success metrics, streamlining workflows, and aligning sales, product, and support teams to deliver repeatable, measurable outcomes at scale.
Previously, Sarah held leadership roles at mCloud Technologies, joining as one of the company’s first employee’s pre-revenue and supported its growth through IPO. She built the Human Resources function from the ground up, led the Customer Experience organization, and served the acquisition integration team, helping assimilate eight companies. She developed KPI-driven operating models, end-to-end customer journey strategies, and scalable support and success processes that improved efficiency, retention, and revenue growth.
Earlier in her career, Sarah spent over a decade in the golf and hospitality industry, holding senior operational leadership roles at elite private clubs. In these environments, she led large service teams and managed complex operations while delivering world-class, high-touch experiences for Fortune 100 CEOs, global executives, and professional athletes. This foundation shaped her people-first leadership style and deep understanding of premium customer experience, accountability, and operational excellence.
She holds an MBA from Drake University and a bachelor’s degree from the University of West Florida, where she was a three-time NCAA All-American, Conference Player of the Year, and Athletics Hall of Fame inductee. She is a licensed PGA Professional, and her background as a competitive athlete continues to inform her leadership philosophy and commitment to high-performance teams.
Sarah Othmer
Sarah Othmer is Vice President of Customer Experience at BMC Helix, where she leads global Customer Success, Support, Education, and Voice of the Customer organizations. She is responsible for delivering outcome-based customer experiences that drive adoption, accelerate time-to-value, and create measurable business impact across the BMC Helix portfolio.
With more than 16 years of experience in enterprise technology, Sarah brings a strong track record of scaling customer-centric organizations in fast-paced, transformative environments. She is known for aligning product, sales, and engineering teams to deliver seamless, differentiated experiences that strengthen customer partnerships and fuel long-term growth.
Sarah is particularly passionate about driving organizational transformation through AI-enabled strategies. She leverages data, automation, and customer insights to improve operational efficiency, enhance decision-making, and elevate the overall customer journey.
A people-first leader, Sarah builds and empowers high-performing global teams while fostering a culture of accountability, innovation, and continuous improvement. Her leadership ensures the voice of the customer is embedded across the entire lifecycle, from onboarding through expansion, enabling sustained value realization and retention.
Prior to her current role, Sarah held multiple senior leadership positions at BMC and PTC, spanning Customer Success, Professional Services, Sales, and Business Management. She holds degrees in Aerospace and Mechanical Engineering from the University of Florida and lives on Florida’s Space Coast with her family.
Support Services Advisory Board
Buffy Ransom
Buffy Ransom is the Senior Vice President and General Manager of Global CX Centers. Her team blends customer insights with technical expertise to deliver globally consistent, compelling experiences. Under Buffy’s leadership, Global CX Centers delivers the full portfolio of Cisco support, professional, and managed services. Buffy brings to this role broad expertise across professional and support services and SaaS along with a passion for delivering exceptional customer experience. She is dedicated to flawless execution and an intense drive for excellence, while maintaining an eye for innovation.
Buffy joined Cisco in 2022 after seventeen years at Oracle, where she served as Senior Vice President, ERP & SCM Cloud Service Excellence. During that time, she drove a service-mindset culture change as well as built proactive and preventative diagnostics for customers and support engineers. She has also held customer-focused executive roles at JD Edwards and Peoplesoft. A native of Colorado, Buffy is on the board of Parent Possible, which promotes and supports high-quality, proven parent engagement programs. She holds a Master of Science in Computer Information Systems from Colorado State University. Buffy enjoys traveling, playing tennis, and spending time with her husband and three sons.
Daniel Lever
Dan Lever is the VP Global Customer Support and Experience at BMC Software, Inc. In this role, Dan is responsible for leading and transforming the BMC Customer Support function and helping drive an excellent customer experience. Dan has been a driver of key programs for the company such as AI-assisted customer support, SaaS excellence, and skills development for the customer support function. Dan is a highly accomplished leader with a demonstrated record of accomplishment in customer support, services operations, sales, and contact center operations. He is known for leveraging technology and process improvement to improve both the customers and agents experience while delivering breakthrough results.
Prior to BMC, Dan has enjoyed a career with progressive growth in responsibility and challenge at multiple telecommunications companies including AT&T, Lucent and Avaya. He held roles such as Sales Manager, Senior Manager Business Development, Director Technical Support, and Director Business Transformation until he moved on to consulting with contact centers to help them improve and transform how they interacted with customers both internally and externally. Dan earned his Master of Business Administration from Washington University in St. Louis. He completed his Bachelor of Science in Electrical Engineering from University of Illinois in Champaign, IL.
Deepak Chawla
Deepak Chawla has served as the Senior Vice President of the Global Product Support organization at UiPath since 2021. Under his leadership, his team is dedicated to delivering high-quality, differentiated support for Automation and AI ecosystems, ensuring both business continuity and optimal outcomes.
Before joining UiPath, Deepak held senior support management roles in both start-ups and major corporations, including Sybase (now part of SAP), VMware, Cisco, and Nutanix. In these roles, he successfully built global and scalable teams with a strong emphasis on customer satisfaction. His approach included influencing engineering teams to develop high-quality products based on field feedback, creating tools to enhance productivity, and continuously innovating to improve organizational practices.
Deepak’s contributions extend beyond his corporate roles. He has been a Board Member at TSAnet, served on Customer Advisory Boards for Salesforce and SupportLogic, and actively participates in various Executive Customer Support and Success forums in the San Francisco Bay Area.
Deepak holds an MBA from the University of Cincinnati, a Master’s in Computer Science from the University of South Carolina, and a Bachelor’s in Computer Science from IIT in India. He lives in the Bay Area with his family and their dog, and is the proud parent of two daughters—one pursuing a career in medicine and the other in venture capital.
Denis Plisson
Denis Plisson is the Vice President of Global Client Support at Nasdaq Financial Technology. Nasdaq FinTech provides mission-critical capital markets and regulatory technology solutions, both on-premise and SaaS, to 3,500+ financial institutions across the world. In his role, Denis oversees Service Desk, Product Support, Business Incident Management and Global Practice Management for all Nasdaq Financial Technology Products.
With over 23 years of experience leading support organizations, integrating a diversity of Products and a team of 360+ distributed across 20 countries under a common Operating Model, Denis has put the principles of clients & employees satisfaction, ownership & accountability, operational excellence & efficiency at scale at the center of his mission.
Denis is based out of France, and when not at work, you will see him enjoying quality time with family, riding his bike in the French Alpes, or practicing any sort of outdoor activities.
Dominic LoBosco
Dominic LoBosco is an AI-driven customer experience and operations leader known for building high-performing global organizations that elevate customer outcomes and accelerate business growth. He specializes in scaling service models for complex enterprise environments, aligning technical vision with product innovation, and transforming traditional support functions into strategic, insight-led engines of value. By embedding AI, automation, and advanced analytics into the customer journey, he enables more predictive, personalized, and efficient experiences at scale.
As Senior Vice President of Product Support at Genesys, Dominic leads the company’s global support organization of 450+ team members, delivering mission-critical assistance to customers across industries and geographies. Under his leadership, Genesys has increased its Customer Experience Index by 20 points, reflecting measurable gains in satisfaction, loyalty, and overall experience quality. He advances a modern, proactive operating model that integrates AI-driven insights, predictive issue resolution, and seamless omnichannel engagement, positioning the organization as a critical driver of customer success and long-term growth.
Dominic partners closely with product, engineering, and customer success teams to ensure that customer insight directly informs innovation and platform evolution. Through strong technical leadership, data-driven decision-making, and a focus on continuous improvement, he drives faster outcomes, higher-quality experiences, and scalable engagement models for a global customer base.
He is passionate about developing talent, fostering a culture of accountability and innovation, and building customer-centric organizations that deliver measurable business impact.
Jenna Koontz
Jenna Koontz is the Vice President of Global Support at Certinia. Certinia’s mission is to empower the world’s best technology and services organizations, transforming services delivery for 1,400 customers in more than 30 countries. In her role, Jenna oversees Certinia's Global Technical Support, Community, Knowledge, and Technical Success functions.
With over 18 years of experience leading support organizations, Jenna understands the strategic value of a world-class support organization. She has consistently led teams that deliver exceptional customer support experiences, foster strong customer relationships, and achieve measurable business outcomes while navigating today's evolving technological and support landscape. Jenna is a results-oriented leader with a passion for developing her teams and fostering a positive environment.
At home in Austin, Texas, Jenna enjoys spending time with family and friends and exploring the great outdoors with her two beloved Labrador Retrievers.
Jody Di Giovanni
As Senior Vice President, of Customer Support & Remote Consulting, Jody Di Giovanni leads a talented team of over 100 highly skilled professionals, all focused on one mission: exceeding the expectations of our customers and partners. Her journey with the company began in its early years, and through a diverse range of positions, she has gained invaluable insights and developed a comprehensive understanding of OneStream’s business. She fosters a collaborative environment where creativity flourishes and individual strengths are amplified.
Prior to OneStream, Jody served in various in positions at Federal-Mogul (Tenneco), utilizing her accounting and information systems background. There she led projects and individuals that helped her build a blend of skills to allow her to approach challenges from multiple angles, driving efficient and effective solutions.
Outside of work, Jody enjoys spending quality time with her family, cheering on her children at sporting events, and exploring new horizons through travel.
Julie Baxter-Rudd
Julie Baxter-Rudd has served as the Vice President of Global Support at Elastic since March 2022. She is responsible for over 200 engineers over a portfolio of products based on Elastics Search AI Platform with key focus on Generative AI, Search, Observability and Security. With over 25 years’ experience in the Support field, Julie leads large global support teams helping drive global transformational projects targeting customer experience through customer journey mapping, technology enablement, leadership development, and team enablement.
In recent years, Julie has spent time developing Employee Experience programs using Employee Journey mapping and understanding the changing demographics in Tech Staff as the millennials move further up the leadership chain and in a very aggressive talent market. Julie is passionate about the next generation and STEM education, has built successful intern programs, sat on a board for a federation of schools in her local area, and gets involved in workplace programs that influence the next generation to consider a career in Tech. Inclusion and Diversity is also an area Julie cares deeply about, spending time and effort building and running work-based programs especially in the I&D area of Gender.
Julie also sings in a choir, tolerates the gym, and loves spending time near the coast. She lives near London in the UK with her husband Barny, her 2 sons, Harry and George and the family Cocker Spaniel Neville.
Kristie Gobeli
Kristie is an energetic, driven, and dynamic leader with 25+ of experience in customer-facing delivery roles. She has a proven track record of building diverse, talented, and high-performing teams. Kristie’s career began at Sykes Enterprises, where she served as a Senior Account Manager for 5 years. She then moved to DecisionOne, where she ran the Technical Help Desk for 3 years as a director. Kristie joined Dell in 2000 and has held various leadership positions in Services over the last 24 years, all over the globe. Notably Kristie was appointed to set up and run the Oklahoma City site that is celebrating its 20th anniversary this year as well as spending significant time living in Malaysia running the local support services team. Kristie is widely known for her inclusive leadership style, adaptability, and approachability - all of which enables her to establish strong relationships with stakeholders and partners, driving exceptional results for Dell and its customers.
Currently, Kristie serves as the Vice President of ISG Support Services leading an organization of 9K+ team members who support 40+ products in 15+ languages around the globe. Kristie oversees the E2E remote and field customer support journey, ensuring operational excellence and executing AOP commitments tied to our Services Modernization strategy. In her 1.5 years in this role, Kristie has delivered exceptional customer satisfaction and driven record-breaking customer satisfactions and championing digitalization across the support ecosystem. Kristie has partnered across Dell to uncover opportunities that maximize efficiency and proactively positions ISG Support Services for the future.
Lane Giles
Lane Giles is the Vice President of Global Customer Support Operations at Siemens Digital Industry Software. Lane leads the management of the company's critical support technology infrastructure to drive AER growth for Siemens. This includes the implementation of AI automation for customer self-help and learning as well as internal technologies to help support teams be more productive and efficient.
Lloyd Howlett
Mr. Howlett is the Vice President of Customer & Technology Operations at Corptax. He has over 30 years of experience providing services to technology customers and has held executive management positions in professional services and customer services. At Corptax, he is responsible for driving customer success in the use and adoption of the Corptax application. In his role, Mr. Howlett manages the client support, education services, and product development teams. Under his leadership, the client support organization has been transformed to focus on exceptional proactive client service as well as continuously improving the overall customer experience. Corptax achieved the Technology Services Industry Association’s Certified Support Staffing Excellence Center Awards in 2009—2021, along with Excellence in Support Services in 2011 for small to mid-sized companies.
Prior to Corptax, Mr. Howlett served as Vice President of Operations an ERP software solution provider in the insurance industry. He is a member of the AICPA and Texas Society of CPAs. Mr. Howlett is also a member of the Institute of Management Accountants. He holds a B.S. in Accounting from the University of Kentucky. Mr. Howlett became a CPA in 1983 and a CMA in 1991.
Manoj Kumar Puthan Madham
Manoj Puthan is the Global Head of Technical Support Services for Mobile Infrastructure at Nokia. In this role he is responsible for the overall portfolio, services delivery model (includes technical assurance and Incident management), as well as Go-to-Market (G2M) strategies & commercial focus along with driving the AI/Automation engagements for the technical support area.
Prior to his current position Manoj was also instrumental in shaping and executing the Technical Support Services North Star strategy with AI and automation as key enablers and driving significant value capture for the Learning Services portfolio through refreshed delivery models and strategic customer positioning.
He has held several other leadership roles within Nokia since joining in 2009. His contributions spanned global care renewals and pre-sales leadership, driving topline growth and implementing advanced commercial models, particularly for 5G. He also played a key role in client engagement for organizational and capability transformation, supporting customers' digital journeys and led organizational development initiatives to foster high-impact sales cultures and improve profitability. Earlier in his Nokia tenure he was instrumental in establishing and scaling training services across regions to support major technology evolutions like 3G and 4G.
Before joining Nokia Manoj's professional background included diverse leadership and project management experiences. He contributed to shared service delivery models, managed enterprise platform rollouts, led HRIS rollout and client relations at Human capital consulting, and spearheaded EduTech partnerships. Manoj is based in the UK with his wife and 13-year-old son and is passionate about Tennis and topics around conscious living and change leadership.
Michael Ludwig
Michael Ludwig is a Senior Director of Business Architecture & Support Operations at Palo Alto Networks with more than 20 years of Experience in Support and IT Infrastructure. Michael brings a wealth of knowledge and expertise to his role. He spearheads the Support Strategy and Operations Organization, ensuring that his teams comprehensively cover all aspects of the Support Surround, including Digital, Knowledge, Enablement, BI, Quality, and Business Transformation.
For Michael, Customer support is more than just a profession—it's an inherent part of his DNA and a lifestyle. His Teams unwavering commitment to improving the Customer Experience and driving Operational Excellence is helping the Customer Support Organization to operate smoothly so that Customers remain safe and secure.
During his free time, he thoroughly enjoys going for runs whenever feasible and relishes spending quality moments with his significant other, Joanna, exploring the great outdoors, disconnected from the grid.
Pankaj Bhardwaj
Pankaj has over twenty five years of results-oriented leadership in pre and post sales client support management with a strong record of building and leading global teams in high-growth, dynamic environments. He is credited with building award winning and innovative global support teams. Most recently he has successfully utilized AI to improve the customer experience in addition to dramatically increasing profitability of Premium support.
Russ Nues
RussNues is a global customer experience and support leader with more than threedecades of experience driving operational excellence across complex technologyorganizations. As VP of Customer Support & CX Operations at Alteryx, heleads worldwide support strategy and execution, focused on delivering scalable,high-quality service experiences that strengthen customer loyalty andaccelerate value realization. Since joining Alteryx in 2021, Russ has advancedsupport modernization efforts, optimized global operations, and builtcross-functional alignment to elevate the end-to-end customer journey.Prior to Alteryx, Russ spent over 21 years at Cisco in senior leadership rolesspanning strategy, business operations, managed services, and customerexperience centers. He led large-scale initiatives in standardization, leanoptimization, automation, and analytics—consistently improving performance,efficiency, and customer outcomes.
Sanjay Mujoo
Sanjay has 34 years of Industry Experience, 27 years of which has been running various Support Services functions at Hewlett Packard Company and Hewlett Packard Enterprise.
Most part of Sanjay's experience at Hewlett Packard is related to Developing, Scaling and leading large Organisations in Global Delivery. One of the Significant contributions being setting up and scaling GCC in India that offers all Advise, Build, Implement, Support, Run
At present, Sanjay leads HPE worldwide Support Services Technical Support and Engineering Resolution, a global organisation comprising of ~3000 engineers. Sanjay is winner of HPE's Technology Services Leader of the Year Award and most recently HPE's Leader of the Year Award as well.
Sanjeev Balakrishnan
As Executive Vice President of Customer Success at salesforce, Sanjeev leads a 6,000-person global team dedicated to accelerating customer outcomes through various Customer Success delivery functions, including Support, Architects, Guides, Onboarding, and Training & Certifications.
With nearly two decades at Salesforce, he has scaled multiple high-growth teams from the ground up, driving strategic initiatives that have improved customer satisfaction, operational efficiency, and product adoption across the entire Salesforce customer base.
Currently, Sanjeev is leading the charge in the organization’s agentic transformation with Agentforce, empowering his teams to help every customer achieve their business outcomes faster.
Stephan Gelinas
Stephan is a senior leader with over 25 years of diverse experience in the telecommunications industry. Currently serving as the Vice President of Global Customer Care at Ciena, Stephan leads a global organization, delivering world-class post-sales customer support for Ciena products. With a strong focus on organizational leadership, strategic planning, and digital innovation, Stephan excels in driving customer satisfaction.
Prior to Ciena, Stephan held the position of Head of Customer Technical Support at Nokia, where he led the customer-facing, front-line regional Technical Support Organization for the Nokia Fixed Networks Business in North and South America. He delivered exceptional technical support, emphasizing continuous improvement and customer satisfaction.
Stephan's experience also includes roles such as Canada Customer Delivery Leader at Nokia, where he was accountable for post-sales program delivery of the Fixed Networks portfolio nationally. He also served as Director of Business Transformation at Alcatel-Lucent, overseeing cross-functional coordination of business process and IT/IS projects. Stephan has a strong background in program and project management, having managed major acquisition programs and IT projects.
Stephan holds a Bachelor of Computer Science with Highest Honours from Carleton University and is a certified Project Management Professional (PMP). He is known for his strong leadership skills, managing complex customer environments, and fostering successful relationships with internal stakeholders.
Stephan resides in Ottawa, Canada with his wife, two children, and his dog “Kona”. He enjoys spending time with his family and cherishes his role as a dedicated husband and father. With a passion for customer success and a commitment to exceeding expectations, Stephan continues to make a significant impact in the telecommunications industry. He is fluent in both English and French.