Jesse Hoobler is Senior Vice President of Global Services and Support at Braze where he is focused on building amazing service and support experiences for Braze customers. He started at Braze in 2018 and has partnered with the executive team over three years to lead Braze through a successful IPO in 2021. Jesse currently leads teams focused on Customer Onboarding, Technical Support, Email Delivery Services, SMS Operations, and Technical Account Management. Jesse's services experience stretches back more than 15 years across companies like Pitney Bowes, MapInfo, and Chronicle Technologies. He holds a Masters Degree in Computer Science and lives in New York with his wife and two children.

Meenu is a skilled executive with extensive experience leading customer success, field operations, sales and professional services organizations at companies including Workday, VMware, HubSpot, and Vignette. As a pioneer in the Customer Success arena with a blueprint to scale and transform organizations, she has developed growth strategies leveraging channel partners resulting in increased Net Dollar Retention. Meenu is passionate about customer-centricity and delivering exceptional customer experiences.

Michael is a collaborative leader with 25 years of customer-facing technology experience at Chef Software, AWS, and Accenture. Michael loves to build teams that focus on helping customers achieve their desired outcomes and grow their employees. He has spent the better part of the last 15 years building professional services, customer success, and solutions architecture teams with a focus on open source collaboration methodologies. Michael's wife Kara, is also a senior leader in customer success having led teams in several startups in Seattle and Minnesota - so it's a bit of a family business! Prior to diving into cloud-based technology companies, Michael served in the US Army as a Russian translator and cryptologic specialist and a few years as a news editor and producer for Internet-based news organizations. Michael has two sons, Gunnar and Guthrie, and a rambunctious dog, Cosmo. When he's not working with customers, Michael enjoys making mistakes with wood in his woodshop and backpacking in the wilderness.

Pattabhi Raman is the Vice President of Digital Experience at Informatica. He has been with the company since 2005. His main responsibility is to build a digital ecosystem to support customers, partners, and employees across post-sales business functions such as Customer Support, Success, Education, Services, and Renewals. He also leads the Digital Segment of Customer Success, Data Science, Knowledge Management, Customer Communities, and Micro-Learning platforms, focusing on driving and accelerating customer business outcomes through digital means. The Digital Experience team at Informatica has received several industry recognitions, including TSIA Excellence awards in unassisted categories, TSIA Hall of Fame, JD Power Excellence, and Stevie awards. Pattabhi earned a master's degree in computer science from India. He resides in Toronto, Canada, with his wife, Srisooktha, and their three daughters. Pattabhi enjoys listening to music, camping, and traveling in his free time.

Robert McNeely is the Vice President of Customer Success at Workiva. Robert joined Workiva in 2019 and leads a team of 150+ in North America responsible for driving adoption, growth, and outcome strategies. Robert's career in the tech industry spans 22+ years, including stints with TRX (Concur), Citrix, and LogMeIn. He held Key Account Management and Enterprise Customer Success leadership roles during this time. Robert and his wife live in the Scottsdale, AZ, area.

Rushabh and his team manage the customer experience for all Automation Anywhere customers worldwide. His ability to convey the RPA vision has been instrumental in instilling a successful culture of automation in this organization since its inception. Passionate about technology, Rushabh co-founded the company and has help other leadership roles including product development, sales, customer support, and professional services.

Highly respected executive who has led customer success at leading technology companies. Deep expertise in all customer success areas including rapid adoption, premier support, renewals, enablement, and escalations. Extensive experience making acquisitions successful for customers. Driven to achieve business objectives while managing bottom line results. Build successful organizations attracting, motivating, and mentoring high quality people.

Todd Regonini is the Vice President of Customer Engagement for Zscaler. In his role, he is responsible for leading all global professional services and customer success functions, including service sales, delivery, partner programs, and practice & portfolio management. His team provides full lifecycle services and post sales enablement to help customers achieve their business objectives, shorten time to value and maximize adoption of Zscaler’s products. Todd’s career in the tech industry has spanned 25+ years, including stints with Cisco Systems, Juniper Networks, Brocade and Ruckus Networks. During this time, he held leadership roles in Pre-Sales Engineering, Post-Sales Customer Support, Professional Services, and Customer Success. Todd holds an MBA from Northeastern University with dual concentration in Finance and International Management. He resides in Massachusetts with his wife and family.

Wendi Sturgis has served as the Chief Executive Officer of Cleverbridge, a customer success and process automation company since 2021. She has over twenty-five years of experience as a technology and marketing leader at some of the world’s largest tech companies. Prior to Cleverbridge, Ms. Sturgis was a founding executive at Yext (NYSE: Yext) where she worked from 2011 to 2019, serving in multiple roles, including SVP of Sales and Services, Chief Customer Officer, and most recently, CEO of Yext Europe. She has previously held executive positions at Oracle, Gartner, Right Media, and Yahoo!, where she was Vice President of Account Management for North America in charge of the North American Search business. She is currently an independent director for The Container Store and Sabre Corporation. She has served on multiple boards including Dailyworth.com, Kustomer (acquired by Facebook) Student Transportation of America (Nasdag: STA), Step Up Women’s Network, and Chair of the Georgia Tech Advisory Board. Ms. Sturgis currently serves as a trustee for the Georgia Tech Foundation.

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.

Craig has for the past 30 years helped clients in the healthcare sector realize the value of emerging technologies. He’s worked with Payers, Providers and Consumer Health leading a broad range of strategic engagements with a focus on solutions that improve health outcomes, reduce medical and administrative costs while improving patient/provider experiences. He believes that the software TriZetto provides will help in connecting, sharing, engaging, inspiring, and transacting with the various healthcare constituents. He is passionate about taking on healthcare challenges that matter and thinks one of our most pressing challenges as an industry is to ‘Simplify Healthcare’. Craig is excited to be part of Cognizant and running the TriZetto business unit.

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 sales. Crystal is focused on driving long-term sustainable growth at CenTrak through clear strategic direction, optimization of internal development processes, business model transformation, and strong sales execution.

Bio coming soon.

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.

Bio coming soon.

An industry veteran, Patty Gray currently serves as Senior Vice President, Global Vendor Success. She leads the group’s efforts at the headquarters level with Westcon’s OEM partners. She oversees global on-boarding of all ecosystem and alliance partners. Responsibilities include business transformation, planning and measurement, incentives, and business development activities. Westcon-Comstor is a $4.7B, award winning global technology provider and specialist distributor, which is frequently chosen by the world’s largest cybersecurity, networking, and hybrid infrastructure technology vendors to sell their solutions and services and to enable our 12,000 two-tier channel partners across EMEA and APAC. Throughout her career, Gray has built a strong reputation for creating highly personalized and successful channel management engagements. She has worked at Avnet Inc. and Westcon Comstor during her career. Patty has held a wide range of leadership and sales management roles – including GM of Avnet’s North American Technology Solutions Group Storage and Software group. After leaving Avnet in 2010, she joined Westcon Comstor as a Global Vice President, where she architected and continues to lead the Westcon Global Vendor Management organization. Patty was nominated to serve on TSIA’s Channel Optimization Board in 2020 and in 2023 began serving on TSIA’s Chief Revenue Officer Board. Gray is the recipient of numerous awards and accolades, including being named Avnet’s & Westcon President Cup Winner numerous times, selected as CRN’s Top Channel Executives, and named one of NA “Top 100 Female Executives.”  Gray holds a Bachelor of Science in Supply Chain Management from Arizona State University and a master’s certificate from Thunderbird International School of Business.

Bio coming soon.

Stephen Snook currently serves as Chief Revenue Officer at Relias. In this capacity, he leads the strategic direction of Domestic and International Sales, Revenue Operations, Front of House Enablement, Alliances, and the Solutions Group. Prior to joining Relias in 2014, Stephen had been part of Vista Equity Partners portfolio companies where he helped energize start up and early-stage software organizations. In that capacity he led the build out of Perceptive Software Asia while living in Beijing. Stephen holds B.A. in Political Science from the University of South Florida and an MBA from NOVA Southeastern University. Stephen resides in Raleigh, NC.  In his spare time, he enjoys spending time with his wife and young sons, e-foiling and playing tennis. Stephen is also an active volunteer with the Special Olympics of North Carolina.

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.

Todd Cione is Chief Revenue Officer for Teradata. In this role, Todd is responsible for the company’s global go-to-market strategy and execution, including worldwide sales, alliances and partnerships, industry solutions and go-to-market operations organizations to meet and exceed growth objectives. Todd is a seasoned business executive, with more than 25 years of experience in global sales, marketing, channel, and operations at large multi-national technology organizations. He is a results-oriented executive with a proven track record of delivering predictable and profitable growth, and has successfully led organizations through cloud-based transformations. Todd most recently served as Head of U.S. Enterprise Accounts at Apple Inc., a role he held since 2017. Previously, he was SVP of Oracle’s Digital, North America Applications, and also served as Chief Revenue Officer of Rackspace. Additionally, Mr. Cione spent 15 years at Microsoft where he held roles of increasing responsibility in the U.S. and Asia, including General Manager, Asia Pacific Region Marketing & Operations, a market with over $4 billion in revenue, and General Manager and Managing Director, Asia Pacific Region Enterprise & Services Sales. During his tenure at Microsoft, Todd was an integral contributor to the Company’s transition to the cloud and helped launch Azure and Office 365 in U.S. and Asian markets. Todd holds a BA in English and Business from Baylor University with continuing executive education at INSEAD’s Asian International Executive Program and the

Adam Hedstrom is the SVP Subscription Management at PTC, where he leads the worldwide Subscription and Support Renewal Sales Teams who are responsible for $2B in ARR across 40K customers. PTC is an industry leader in Industrial CAD, PLM, SLM, and IOT software. He brings a heavy focus on strategy and process to increase long-term retention of customers while growing customer ARR through the renewal event. Prior to joining PTC in 2017, Adam has worked with several software and technology companies to drive business transformation in areas of Renewals, Professional Services, Order/License Management, and FP&A.; He is from Atlanta, Georgia and is a Ramblin’ Wreck from Georgia Tech.

Angel has spent over 15 years focused on Customer Success and Renewals, working with and for some of the largest names in Technology. Angel currently leads the Global Customer Success and Renewals organization at Rockwell Automation made up of over 225 Customer Success focused employees who are responsible for more than half a billion in recurring revenue and 68k+ customer sites. The CS and Renewals team is responsible for developing deep customer relationships, driving adoption and utilization for our customers post sales, delivering valuable customer insights, and partnering with our customers to achieve their business outcomes through their Rockwell Automation investment. The team is also responsible for ensuring our customers longevity through renewal and expansion conversations through their lifecycle. Angel is passionate about Diversity, Equity, and Inclusion both inside and outside of work and is an active member of multiple Employee Resource Groups at Rockwell, numerous Customer Success diversity councils, as well as a board member for YEAH! (Youth empowerment through Arts and Humanities). Angel lives in Nashville with her husband, Cole, and their 2 dogs, Harly and Luna. Angel loves indoor cycling, spending time outside by the pool, and traveling the world with her husband, mostly for the culture but also the food and drinks!

As Senior Director, Customer Success & Growth for Adobe’s Digital Experience business Angela is responsible for more than 5,500 customers across a wide range of technology use cases and expected business outcomes. In her 12 years at Adobe, Angela has held a number of customer centric roles across algorithmic media optimization, audience management and CDP adoption, managed services sales and delivery and revenue operations. Since starting more than 25 years ago in direct mail advertising agencies, through online media publishers; to ad tech/mar tech SAAS maturity Angela has always focused on customers, their experiences and expansion. She loves the ever-evolving business landscape and constant ability to learn and try new things. As a NJ native, post-pandemic life has Angela and her family transitioned from the urban Hoboken NJ lifestyle to the natural beauty of Southern California. She’s very involved with her 1st and 3rd grader’s activities and school community. And, because things aren’t busy enough Angela and family recently brought home a Goldendoodle puppy.

Ayan has over 15 years of experience and is Vice President leading strategic programs for Cisco's business transformation. Ayan successfully delivered a new business model to align Cisco with recurring revenue practices. As part of the transformation, Ayan’s efforts led to Cisco doubling down on retention and expansion of existing subscriptions and adding new logos—delivering material impact on shareholder value, revenue predictability, and expanding Cisco’s ARR. Passionate about driving growth and a firm believer in subscription model economics, Ayan has focused on commercial growth across customer acquisition, retention, and expansion at some of the largest companies in the world such as AT&T, Dell, HP, Warner Bros., and HBO. Prior to joining Cisco, as a leader at Deloitte Consulting, Ayan successfully delivered strategic growth initiatives incorporating product strategy, GTM, customer success and support at some of the largest consumer and enterprise brands in the US. His management consulting experience spanned product development, marketing, business model innovation, enterprise transformation, scenario planning, and mergers & acquisitions at several industries. Ayan lives in California and calls the Bay Area home. He enjoys spending time with family and friends taking advantage of everything Northern California has to offer.

Candie is currently the Corporate Vice President and Global Leader of Customer Retention at BlueYonder. Her career expands over 25 years in Supply Chain with a focus on Customer Success and industry leading software. While she joined BlueYonder in 1998, it was through several mergers and acquisitions such as RedPrairie and Blue Martini. Currently she is responsible for a team of over 200+ global associates that span across Renewals, Customer Success, Education, Cloud Transformation, and Professional Services. Managing over 3000+ customers with best in class NRR (Net Revenue Retention) in a company with $1billon+ in revenue is Candie’s primary focus. Candie resides in Boca Raton, FL with her husband Tim and dog, Smokey. She enjoys traveling and is a member of the 7 Continents Club.

Bio coming soon.

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.

As Senior Vice President, John leads both Infor’s global SaaS/Maintenance Renewal and License Management businesses. Senior Executive with over 25 years of exceptional leadership and management experience across all facets of software organizations. Demonstrating expertise in operational excellence, products, sales, and negotiations along with strategic direction setting, and M&A. Proven track record of driving revenue growth, operational efficiency, and successful post-acquisition integration. He possesses strong P&L and financial management skills.

Lou joined Dell Technologies in 2004 and has been on the Services team for the last 10 years. Lou currently leads the APOS-Renewals team – a $3.6B Global Services Renewal business with a staff of almost 2,000 across 32 countries. This team helps our customers with their maintenance support options in the later years of their technology lifecycle. 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 Services Sales, Lou led teams in Marketing, Operations, and Sales, driving results cross-functionally in a dynamic marketplace, maximizing business growth, and ensuring CE. He is a fervent advocate of Dell’s Legacy of Good’s environmental efforts and serves as the Executive Sponsor for Central Texas Planet – one of Dell’s Employee Resource Groups (ERG). 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 Masters 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 and Kathleen like to exercise, see movies, and enjoy great dinners; but honestly, most of the time is spent getting their boys to the next sporting event. Lou is an avid Boston Red Sox fan and loves the University of Texas Longhorns. Hook ‘em!

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.

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.

Rebekka Brock-Jørgensen is the Head of Revenue Operations in SimCorp where she is responsible for driving growth through operational efficiency and revenue enablement, by building a common core of commercial capabilities that enable selling across all revenue generating functions. SimCorp is a leading provider of investment management solutions to the world’s largest asset managers, fund managers, asset servicers, pension and insurance funds, wealth managers, banks and sovereign wealth funds. Rebekka has more than 10 years’ experience in different Commercial Excellence roles and has lived in both Germany and the United States. Rebekka holds a master’s degree in Finance and Strategic Management from Copenhagen Business School. She lives in Denmark with her husband and two daughters.

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 will also focus on growing the new service offerings under Extreme’s Managed Service platform (Monitoring Plus and Response Plus) and continue to develop new consumption opportunities (CPEaaS and Enterprise License Agreements). He is looking to expand Extreme’s service footprint with the assistance of the 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 leads 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, 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 and 3 sons.

Brent Cogswell is the Head of Customer Success for Schneider Electric leading the global transformation to define and implement a growing Customer Success practice supporting all recurring revenue. Schneider Electric a multinational company providing energy and automation digital solutions for efficiency and sustainability. Since recurring services are expected to grow twice faster than the rest of the group Customer Success is critical to support this. Previously Brent was VP of Customer Care for NAM where he led the transformation to drive revenue and efficiencies by leveraging digital and low cost locations. He brings 25+ years of leadership experience. With roles in regional support, direct account management, global process, Customer Care, and finally Customer Success. He has led global organizations of 600+ employees, he has developed proven leadership and people development skills, international experience and accumulated many examples of global, operational and customer success. Brent lives in Rhode Island and is based out of Boston, MA USA. He is married with three grown children. Passions outside of work are boating, skiing and hiking.

Chris Dishman is the SVP of Customer Success at Totango, where he leads a post-sales organization that includes onboarding, implementation, customer success, support, and customer training and enablement. Recognized as an innovative thought leader in the industry, Chris is committed to building high-performing teams that support driving customer outcomes. A key focus for him is championing a one-revenue-team approach with an emphasis on enterprise partnerships that accelerate customer outcomes and contribute to top-line revenue opportunities for the business. Prior to Totango, Chris was VP of Global Customer Success at ON24, where he served in various leadership roles over 18 years, including building the first global customer success organization and scaling it 12x to support the company’s rapid growth and IPO in 2021. He started his CS career as a Product Consultant at Yahoo!, driving enablement and utilization of enterprise tools and systems. Chris is married to his High School sweetheart (32 years and counting). They live in Dallas, Texas, where they enjoy Tex Mex, margaritas, and spending time with their two grown children.

Colin Murphy is the Senior Vice President of Customer Success and Chief Customer Officer (CCO) at BMC Software, Inc. In this role, Colin is responsible for shaping the next phase of BMC Customer Success and helping customers on their Autonomous Digital Enterprise journey by leading a value-driven customer success operation. As Chief Customer Officer, Colin champions our customers throughout BMC and works to ensure they are at the center of BMC operations. Since joining BMC in 2020 as vice president and chief of staff to President and CEO Ayman Sayed, Colin has expanded his role and led key programs for the company in AI-driven customer engagement, adoption maturity definition and delivery, and revitalizing the customer support function. Most recently, Colin was responsible for evolving and leading a global organization of success management and support professionals responsible for driving BMC solution adoption and customer outcomes across BMC solutions. Colin is a technology executive with over 20 years’ experience operating in a broad range of capacities —across corporate strategy and corporate development, general management, product and engineering, business operations, and customer success. Prior to joining BMC Software, Colin was senior vice president of global customer success at New York-based Integral Ad Science (previously a Vista Equity Partners portfolio company). Additionally, he has held senior leadership positions at CA Technologies, the Boeing Company, and Unisys Corporation. Colin began his career at global management consulting firms, Oliver Wyman and Deloitte – serving Fortune 500 clients in North America, South America, Europe and Asia Pacific spanning multiple industry verticals (e.g., enterprise software, industrials, financial services, retail and private equity). Colin holds two graduate degrees from the University of Texas at Austin (M.B.A. and Master of Public Affairs) and an undergraduate degree from the Pennsylvania State University.

David Sunderland serves as the global Head of Customer Experience (VP CX) at Nozomi Networks, the leading cybersecurity company specializing in OT, IoT, and Critical Infrastructure protection. Bringing over two years of dedicated service to Nozomi Networks, Dave's role encompasses the orchestration of Post Sale Customer Experience and oversight of the Customer Journey. In his capacity as Head of Customer Experience, Dave leads Customer Experience, Professional Services, Technical Support, Training, Operations, and Documentation. Through the implementation of cutting-edge workflows, introduction of automated systems, and establishment of streamlined processes, he has standardized the customer experience and significantly enhanced operational efficiencies. Under Dave's stewardship, Nozomi Networks has maintained the top position in Gartner's OT/IoT Vendor ranking and average customer satisfaction rating of 90% that fuels nearly 100% customer logo retention. Preceding his tenure at Nozomi Networks, Dave distinguished himself as the VP of Customer Success and Operations at Aurea Software, where he spearheaded initiatives to refine the customer experience and elevate customer retention rates. His career also features pivotal roles as the Senior Director of Customer Success and Operations at Forcepoint, and as the Director of Customer Experience at Clinisys (formerly Sunquest Information Systems). Outside the realm of professional endeavors, Dave thrives on outdoor adventures with his cherished family. He calls the picturesque Great Smoky Mountains home, where he resides with his amazing wife and inquisitive son.

Grad Rosenbaum is the Vice President & General Manager of Global Services & Solutions (interim) and Global Customer Success. This organization includes all key GTM capabilities for HP’s Workplace Services and Solutions offerings. Grad’s primary focus is ensuring our clients fully realize the value that HP services bring to their organization. Grad has an extensive services background at HP and serves as an active member of the Technology & Services Industry Association (TSIA) Customer Growth and Renewal Board and the Ecosystems Board. Grad is a customer-centered leader with a proven track record of exceeding business results, success in cultivating talent and managing organizations through transformational change. During his 36-year tenure at HP, he has held several executive leadership roles. He has been instrumental in the creation, development, and expansion of the global managed services business. Prior to his current role, Grad successfully led the Americas Solutions Business, U.S. Sales, and the Americas Signage Business. Before joining HP, Grad worked at Lockheed Corporation. Grad holds a Bachelor of Business Administration from the University of Massachusetts, Amherst, and a Master of Business Administration from Babson College. Grad resides with his wife in Portsmouth, New Hampshire.

Jenny Berarducci is the SVP of Customer Success for Informatica. She is responsible for leading Informatica’s global Customer Success Management & Customer Success Architect organizations. Jenny’s journey in the tech industry is marked by a relentless commitment to customer success. Her focus at Informatica is the transformation of Informatica’s Customer Success business from an on-premises to a Cloud focused business. In this realm, Jenny leads Informatica’s efforts to increase business value for customers while seeking to increase utilization, retention, and growth. She leads a team dedicated to ensuring that customers not only achieve but surpass their business objectives through the effective use of Informatica’s industry leading data management cloud products. Prior to joining Informatica, Jenny worked for Salesforce where she helped establish Customer Success for the Public Sector and managed Customer Success for the US & Canadian Government, Aerospace & Defense markets. During her time at Salesforce, she led exponential growth and scaling of the Customer Success business and directed the implementation of key business processes around success management, renewals, services and support. Jenny and her husband live on a farm in Maryland with their two teenage boys. Jenny is an avid equestrian and in her spare time enjoys riding her horse.

Kathy-Anne “KAM” McManus is an executive with global experience leading, creating, growing, and managing profitable Software, Sales, and Services business units around the globe. She currently sits on CDK’s Executive Leadership Team (ELT) as EVP, Chief Customer Officer (CCO). In this newly created role, KAM will own the post-sales experience for all customers across Professional Services, Customer Success, Learning and Performance, Customer Care, and Consulting. KAM’s primary responsibility will be to drive customer satisfaction, retention, and loyalty—maximizing the value of CDK solutions while continuing to improve NPS and ensuring profitability and efficiency for the business. KAM joins CDK from Avid Technology where she served as the company’s first Chief Customer Experience Officer as it expanded its customer success strategy to enhance customer touchpoints and provide exceptional experiences. In a career that spans more than three decades, she also held senior leadership roles in the service and support organizations of technology providers including Adobe, Amdocs and Ericsson and telecommunications operator Telstra. Having lived and worked on three continents, KAM has extensive global experience implementing business process change, organizational effectiveness, and technical solutions in the ever-evolving world of software sales and delivery.

Mindy Cunningham, a seasoned and accomplished executive with a passion for customer success, is Senior Vice President, Customer Success and Services for Vertex, Inc. (NASDAQ: VERX) In this capacity, Mindy has global responsibility for recognizing and promoting excellence in customer experience while driving continuous improvement and growth. She leads Vertex’s post-sales efforts with focus on elevating and differentiated the customers’ end to end journey. Mindy has 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 and has served as a member of the Technology Services Industry Association (TSIA) Customer Success Advisory Board since 2019. Mindy holds a B.S. in Accounting from American University.

Nancy Dockins is the Vice President of Customer Experience & Strategy at BlackLine Systems, a leading provider of cloud software that automates and controls critical accounting processes. Nancy leads a focused team of Experience Specialists and Data Analysts who work with services and experience allies across the company to influence the creation and delivery of the valuable experiences and indispensable outcomes that earn customer loyalty. Nancy brings to her Customer Experience role 30+ years’ of tech-industry experience in IT Architecture and Service Operations Management, Managed and Professional Services, Employee and Customer Education, and Strategy Consulting. She uses that experience to guide the development of transformative experiences and amplify customers perspectives through voice and insightful data. Nancy resides in the foothills of the Rocky Mountains in Colorado, where she enjoys spending time with her family in the out-of-doors. In the short summer months you will find her out in her garden every evening trying to beat the odds in the contest between high-country weather and growing a successful garden.

Susan Beal 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. Susan is a seasoned SaaS and customer success executive with over 25 years of experience in the industry. Susan’s experience includes roles in product development, implementation consulting, solution consulting, sales management, and customer success. She most previously served as Blue Yonder’s Corporate Vice President for solution consulting. Before joining Blue Yonder in 2020, Susan served as global Chief Customer Officer at Infor. During her tenure she served in a variety of leadership roles. Prior to this, Susan held various development, consulting, and sales management roles during her 15 years at CGI (formerly American Management Systems). Susan graduated from the University of Richmond in Virginia and is a Certified Customer Experience Professional (CCXP). She serves on the Board of Directors for Florida Atlantic University’s Madden Center for Value Creation, whose mission is to help students understand value creation as a core principle for success in business. She is a founding leadership member of the PreSales Collective, a think tank with the mission to elevate the role of PreSales in organizations worldwide. In her free time, Susan enjoys being out on the water, using her Disney annual pass, and cheering for her son's basketball team – almost certainly with a coffee in hand.

Adam leads Infor’s Americas Business Transformation Practice focused on accelerating time to value – driven customer outcomes through business transformation, organization change management, and learning & enablement services and solutions. With 20 years of experience, Adam is a proven results – oriented and highly collaborative leader passionate about transforming business capabilities to drive differentiation across customer value chains. Adam’s experience spans organization & people, innovation, technology, and experience design domains. Adam lives in the Minneapolis-St. Paul area and is married with two boys.

Ana's continuous curiosity and passion for learning have been very critical in enabling her to leverage opportunities and achieve a very successful career. As Vice President, Global Training and Enablement at SS&C Blue Prism, Ana is responsible for leading a global training, enablement, product documentation and product specialists team and delivering knowledge to all employees, customers, partners and everyone else interested in learning about all things Intelligent Automation. Prior to joining Blue Prism, Ana was responsible for managing global technical programs, building a centre of excellence, and providing support and professional services to customers and partners of Informatica, Heiler Software and Robert Bosch. She was often recognised as a strong leader, who builds cohesive, cross-functional global teams focused on driving excellent results. Originally from Montenegro, Ana won the prestigious German DAAD scholarship multiple times, allowing her to pursue further education in Bulgaria and Germany, where she earned a master's degree in computer science from the University of Tubingen. Ana is a polyglot and a globetrotter. Ana has a daughter and lives with her partner in England.

Dr. Ashley Hodge is the Director of 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 Xcelerator Academy. Additionally, her team focuses on developing and bringing high quality and competitive learning offerings to market for software users. 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.

Jan, SVP, Global Head of SAP Learning Systems, is an executive leader at the forefront of the learning space, driven by a deep passion for democratizing opportunity through education. With a relentless focus on advocating for the profound business value that learning injects into the customer lifecycle, Jan is committed to providing simple, relevant, and impactful learning experiences seamlessly integrated into the flow of work. Recognized for visionary leadership, Jan excels in crafting strategies that empower individuals and organizations to thrive through continuous learning. With an unwavering dedication to making learning accessible to all, Jan is a catalyst for positive change, shaping the future of learning with innovation and purpose.

Jillian Alexander is the global VP of Learning Services at OpenText, responsible for the customer learning strategy, content and product development, training delivery and adoption services. With more than 20 years experience in strategic global roles at enterprise software companies, Jillian has broad executive expertise across sales & operations, service & SaaS delivery, product & content development, EdTech, go to market, and ecosystem enablement; customer, partner, employee and workforce strategy. Prior to joining OpenText she held senior roles managing global learning organizations to develop and execute digital transformation, acquisition and integration, standardization, and continuous learning initiatives delivering scalable and high growth businesses for industry leaders including, Cognos as the Director of North American Education, IBM as the Global Education Business Unit Executive for IBM Analytics, Kinaxis as the Global VP of Knowledge Services, and most recently as the Chief Revenue Officer for LearnExperts. Jillian holds a BA from Saint Mary’s University and an Applied Information Technology diploma from ITI in Halifax Nova Scotia and is a returning TSIA Education Services Board Member and long time Cedma member. In her spare time Jillian loves to travel, she has a Victorian home that serves as an ongoing renovation project and is an avid runner and fitness enthusiast.

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.

As a Senior Leader with over 20 years of extensive experience leading teams across boundaries, Manoj possesses a proven general management, consulting, and business development background. His career has spanned international markets and various industry verticals, including Telecom, Information Technology, Banking, and Organization Development Consulting. Passionate about leadership and unlocking human potential within teams, Manoj is dedicated to driving sustainable high-performance cultures. Within Nokia, he currently serves as the Global Head for Learning Services and Capability Enablement at Nokia Mobile Networks, located in Reading, UK. His previous roles within the organization include heading Practice Sales for Technical Support Services across EMEA, leading Global Leadership and Talent Development initiatives within Global Customer Operations, and managing Academy Customer Engagement across Europe, the Middle East, and India. Prior to his tenure at Nokia, Manoj contributed his expertise to diverse projects, including leading a Strategic Research team focused on HR & Education at UBS and managing the deployment of Virtual Learning World for a global IT Services organization in India (now Tech Mahindra). He also played key roles in business development and client engagement for TeamLease Services and drove ICT adoption in education institutions for a digital learning company. Academically, Manoj holds a Post-Graduation in Business Management, specializing in Marketing and Human Resources. Outside of work, he finds fulfillment in family life with his wife and 10-year-old son, as well as indulging in interests such as "Human books," music, tennis, and engaging conversations on leadership.

Par is Vice President of Cisco Learning & Certifications, focused on helping IT professionals and software developers learn, innovate, and grow. She is a lifelong learning and technology advocate, and a Cisco veteran with a breadth of experience. She led the Collaboration independent software vendor program, established the Cisco’s successful SolutionsPlus program, was co-founder of Cisco DevNet, and led the DevNet Partner Transformation initiative. Par has been with Cisco for over 15 years, serving in a variety of leadership roles including Senior Director of DevNet CX Community & Ecosystems, with a focus on business development and leading partner-centric programs. She was a Sr. Director of Business Development and Sr. Director of Strategic Planning and Operations for Cisco DevNet, and Sr. Manager of Business Development for the Cisco Collaboration Technology Group. Prior to joining Cisco, Par directed business development strategy at Vovida Networks and was a regional sales leader for Digital Publishing Systems at Xerox. She is a native Californian, based in the San Francisco bay area. She has long been an active mentor within Cisco and a volunteer with St. Vincent de Paul, which provides assistance to those in need. When Par is not working, you can find her sailing on the San Francisco bay or hiking with her Airedale Terrier.

Sue started her career at Varian in 2005 and quickly became a part of developing Varian’s clinical consulting team. Having 23 years in the clinic as a radiation therapist and then an administrator, Sue used her expertise to help establish the team from the ground up to improve our customer’s daily workflows. At the start of 2008, Sue was promoted from Manager of Clinical Consulting to Sr. Manager of Applications for the Americas, where she introduced the concept of the three-legged stool, encouraging collaboration between applications, sales, and service teams – which is still used today. By 2010 her positive impact grew to also lead the Las Vegas Education Center where over 3,000 students a year receive education from our highly acclaimed trainers. Sue moved from a GEO-based role to a global role in 2014 as Director of Education and Training and was promoted to VP in 2021. Through her global oversight of the education centers, curriculum, and training standards, Sue and her team have developed many site partnerships with key opinion leaders in the oncology space. Under her leadership through a global pandemic, the team developed a new asynchronous learning tool – VarianThink, opening the doors for our customers to access training when, how, and where they want. Thanks to the efforts of the entire education team, VarianThink was awarded the TSIA Finalist Star Award for Innovation in Education in 2021. Outside of the work Sue does every day, to make an impact on our customers, she has also fostered strong global relationships internally, recognizing the unique needs of different cultures around the world. She is the board Chair of the American Society of Radiologic Technologists Foundation where over 80 scholarships were awarded in 2023. Sue is married and has two children and two grandchildren who are the light of her life.

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Terry Vyas is the Sr. Director, Customer Education & Technical Enablement at BlackLine. At BlackLine, he is responsible for learning strategy, education sales, content development, and enablement delivery. He is focused on ensuring that BlackLine customers, partners, and employees have access to learning programs and certifications to further develop their skills around the BlackLine solution set. Terry has over 25 years of experience leading education services and professional services organizations. He has created industry recognized strategies and programs to accelerate revenue growth, drive higher margins, and improved the learning experience. Throughout his career, he has had the opportunity to take innovative and successful learning offers to market including being an early adopter of subscription training models. Prior to joining BlackLine, he held leadership positions in the education and professional services field at BMC Software, Eloqua, Oracle, Blackbaud, and PTC.Terry lives in Houston, TX with his wife and two children. In additional to his family life, he is an active board member of a non-profit focused on providing housing, education, and healthcare to under privileged children in India.

Abbas Haider Ali is the VP of Customer Success at GitHub supporting the growth of a $1B+ ARR business with 100M+ developers and 4M+ organizations. Previously he was VP of Customer & Partner Success at Twilio for the Data & Growth business joining through the $3B+ acquisition of Segment. His earlier experiences including executive roles at xMatters (acquired by Everbridge), Managed Objects (acquired by Novell), Opnet Technologies (acquired by Riverbed), and IBM. Abbas has led both Product and Go-To-Market teams in diverse roles spanning field engineering, solutions engineering, customer success, professional services, product management & strategy, product marketing, sales, and business development. His experiences have shaped a multi-disciplinary approach to leadership in B2B tech companies. Abbas is an active venture capital investor and advisor with a passion for mentorship, in particular for women and underrepresented groups as they take on leadership roles in tech.

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 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.

Doug Schmitt is the President of Dell Technologies Services. He is responsible for the company’s Consulting, Deployment, Support, Managed Services, Education Services and Asset Recovery businesses, comprised of approximately 60,000 direct and partner personnel operating in more than 170 countries. He serves on the boards for Dell Technologies’ Political Action Committee, Ascension health system, and the Technology Services Industry Association. Prior to joining Dell Technologies in 1997, he held leadership roles at Sequent Computer Systems and in the banking sector. Doug holds degrees in Finance and Accounting from Oregon State and Portland State, respectively, and an MBA from the University of Portland.

Janine is an experienced leader whose focus on clients, technology, and leadership development led her to Customer Success at IBM. She established and grew the Customer Success organization from 300 to 1300 Customer Success Managers in less than 2 years. Janine built the Customer Success Practice, Profession, and Methodology to help IBM clients achieve business outcomes with IBM Hybrid Cloud and AI. In her current role as head of IBM Customer Success and Technology Expert Labs, Janine focuses on bringing product experts to clients to implement, adopt, and achieve outcomes using IBM Technology. Prior to this role, Janine led technical teams including technical sales, digital, and product management in IBM Cloud, Data and AI, and Automation. Janine's competitive spirit is evident in her love of sports. She often applies sports analogies and techniques such as mental performance, consistency, practice, empathy, and coaching in the ways she leads her teams. Janine serves on numerous councils and professional teams including Gainsight Strategic Customer Advisory Board, TSIA Executive Advisory Board, IBM Technical Leadership Team, IBM Women's Executive Council, IBM Acceleration Team, and the IBM Performance Team. Janine received her Bachelor's Degree in Computer and Information Science from the University of Pittsburgh, and her Master's Degree in Management Information Systems from Carnegie Mellon University in Pittsburgh. Janine enjoys running, hiking, golf, great books, and music.

The Customer Success team accelerates business value and outcomes for every Salesforce customer by providing an integrated support, success, and education experience. After joining Salesforce in 2019, Jim has led the transformation of customer support to digitally personalize the support experience and reimagining the Sev1 support experience. His team developed the first-ever Customer Success Score, a data-driven insights tool to assess a customer’s health and guide improved customer adoption, engagement, and performance.

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.

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.

Michael Hubbard holds the position of Chief Customer Officer at Smartsheet. He oversees customer experience and retention through leadership of the success, services, support, solutions, and outcomes teams comprising our Customer Excellence organization. He is passionate about customer value achievement, and enabling enterprises to transform work and productivity through technology. Prior to joining Smartsheet, Hubbard led global value, success, advisory, and partner services at ServiceNow. He has over two decades of go-to-market leadership experience at technology companies including VMware and Oracle Corporation. Hubbard holds a Bachelors of Science in Mechanical Engineering from University of Illinois. As a Chicago native, he enjoys live music, skiing and global travel with his family.

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.

Rachael is Vice President of Enterprise Customer Experience at Rockwell Automation. This function was created to unify and reimagine how Rockwell Automation delivers exceptional value to customers. Rachael leads the Customer Success, Customer Care and Customer Engagement teams. And she is also accountable for the creation and execution of the end-to-end customer experience strategy and supporting business operations and global business process ownership. Rachael joined Rockwell Automation in 1997 as a trainee in our Leadership Development Program. In her more than 25-year career, she’s held a variety of roles, across manufacturing operations, product and business management, and sales and marketing, including regional vice president, North America Sales. Prior to this Customer Experience role, Rachael was vice president and general manager for our Global Services Business. In this role, she led over 3500 employees serving customers globally. She also led the rapid scaling of our Cybersecurity Services capability delivering multi-year double digit growth. With a passion for people, Rachael serves as a sponsor, mentor and coach helping employees define and achieve their career and personal development goals. Rachael has been recognized for her commitment to manufacturing and her commitment to employee development receiving the following awards; Manufacturing Institute STEP Ahead (2017), Wisconsin BizTimes Notable Women in Manufacturing (2022), and the Gold Globee for Female Executive of the Year (2022). Education: Rachael holds a bachelor’s degree in Industrial Engineering from the University of Wisconsin – Madison and her master’s degree in Business Administration from Marquette University in Milwaukee, Wisconsin. Key Current Activities: Rachael is invested in building and executing the enterprise-wide Customer Experience strategy, driving a culture founded in ethics, engagement, diversity and inclusion, and customer-first mentality. Additionally, Rachael is passionate about fostering STEM initiatives within Rockwell and her community. She serves on the UW-Madison Engineering Industry Advisory Board, the Technology & Services Industry Association (TSIA) Executive Advisory Board and the Girl Scouts of Wisconsin Board of Directors.

Soren Marklund is Ericsson’s VP, Global Services, AI/Data Automation & Customer Success Practices. In this role, he responsible for the Ericsson global services’ innovation and transformation adopting advanced AI/ML digitalization for evolving global services to achieve outcome aligned operational and business excellence. Strategy lead for enabling the company digitally evolved Services ecosystem. Co-author of unit’s Digital, AI/ML and Data Strategy. Data Domain leader and advisor for the cross-company Data Operating Model. Executive lead for the global services strategy execution for Automation, XaaS, DevSecOps, from incubation to customer deployment and operations, through the customer life cycle. Soren has more than 35 years of experience in the telecommunications and software industries. Prior to this role, he served in various senior leadership roles globally. He holds a strong passion for delivering industry leading customer experience through innovative customer-centric service offerings. Ericsson is a world leader in communications technology and services with headquarters in Stockholm, Sweden. Ericsson is providing premier support services, reaching customers in 180 countries around the world.

Tony Colon serves as Senior Vice President of Customer Success at ServiceNow, where he leads the global Customer Success Organization. In this role, Tony oversees ServiceNow Impact, the company’s flagship value acceleration product. Tony and the Customer Success Organization are committed to creating a new standard in customer experience by integrating technological innovation and human expertise. Tony has more than two decades of experience in customer success and technology, and has built four $100M+ businesses at places like Salesforce and Cisco. He is also an industry influencer on the topics of diversity and inclusion, leadership, team culture, addressing the IT skills and talent gaps, as well as innovations in cloud computing and agile delivery. Tony is a strong believer that the best companies foster a culture that embraces diversity and inclusion, cares for its people, and is committed to helping others. He is a champion for life-long learning, with his signature motto, "Always be learning, always be coachable." He is also active in a number of social and professional causes. He serves on the advisory boards of the Covenant House and the Hispanic IT Executive Council (HITEC) and is a member of the Forbes Technology Council. In 2019, Tony was named to the HITEC 100 list and selected as a Gender Equality Superhero by Fairygodboss. Tony holds a bachelor’s degree in computer science from the Illinois Institute of Technology and a master’s degree in Computer Science from the MIT Sloan School of Management. He lives with his family in Chicago. Connect with Tony on LinkedIn.

Drew is Head of Lifetime Services Processes & Systems, a part of Corporate Lifetime Services Management which supports the Global Service Operations consisting of over 50 Service & Sales Centers globally. Since 2017, he has led the Global Service Digital Transformation within the scope of his role. Drew is responsible for the Global Service Delivery System which provides the processes and associated IT to deliver Support, Field, Workshop, Managed and Optimization Services. Prior to Endress+Hauser Drew spent 20+ years with operational roles within Tier 1 Automotive Suppliers, including plant General Management, in Canada and the US. Drew is based in Lörrach, Germany, has three children and holds a Bachelors in Industrial Engineering from Toronto Metropolitan University in Toronto, Canada.

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.

Kinga Sieradzon is the Vice President Next Generation Services at Tetra Pak. The primary mission of her team is to transform the ways of working in Services to support further profitable growth and to improve Customer Experience. The cornerstones of the her transformations are digitalization and a strong emphasis on empowering teams. She also leads strategic planning, project management, maintenance management, and order to cash process Support teams. Prior to her current role, Kinga led Poland & Danube Market Area (Poland, Czechia, Slovakia, Hungary) as Managing Director where she was responsible for the 250 million Euro business of food processing and packaging capital equipment, packaging material and services. Kinga has over 25 years of experience in Food & Beverage Industry in business-to-business context. She is an Executive with international experience in strategic planning, sales, operations both on a corporate and regional level. She is a passionate leader who is motivated by helping teams reach higher levels of performance and stretch goals. She is based in Lund, Sweden and holds MBA degree of IMD – International Institute for Management Development in Lausanne, Switzerland and Master's degree in Philology from Adam Mickiewicz University in Poznań, Poland.

Pierre Malboeuf is an accomplished healthcare industry leader with 25+ years’ experience in Field Service Operations. In partnership with the executive management team, Pierre cultivates best in class performance and has enabled increasing organizational capacity through streamlining complex processes and enabling a customer first mindset. In his current role, Pierre focuses on driving excellence in service delivery through team transformation and creating a performance focused foundation leading to targeted and effective results. As an Airforce Biomedical Engineering alumnus, Pierre served in various Clinical Engineering environments and conducted operations on behalf of the State Department in Guatemala and El Salvador. Post his military service, Pierre served as the Clinical Engineering Imaging Department Manager at the University of Pittsburgh Medical Center. He holds an MS in Organizational Leadership and leads the Hologic Field Service Americas team which is a $400M P&L with 520 Field Service Engineers supporting an install base greater than 100K comprised of Mammography, Molecular Diagnostics: Cytology, and Surgical product lines.

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.

Scott Schronce serves as the Senior Vice President of Global Services for the Sending Technology Solutions business unit at Pitney Bowes. His responsibilities include oversite of professional services, field service, and support services delivery to clients in North America. His teams deliver a variety of web, remote, and onsite services to clients in support of Pitney Bowes hardware, software, and SaaS product lines. Scott has over 25+ years’ experience in the services industry with exposure and expertise in professional services design and delivery, field installation and repair, technical call center support, web support, and operations management. Prior to joining Pitney Bowes, Scott held positions at Qualcomm and Aon Consulting in commercial off-the-shelf software development and support practices. His early on engineering roles combined with direct voice of client and service linkages, laid the foundational elements of his strategic and tactical service operations planning and execution today. Scott holds a Bachelor of Science degree in Computer Science from North Carolina State University, Raleigh, North Carolina, USA. Additionally, he holds industry certifications and training in Agile Methodologies, Software Development, Business Analysis, Six Sigma, Process Management, and Project Management. In addition to serving on the field services advisory board for TSIA, Scott is involved in additional professional organizations including the Project Management Institute (PMI), the International Institute of Business Analysis (IIBA), and Scrum Alliance. Scott is a North Carolina native and resides near Charlotte, NC with his wife Rebecca.

Steve serves as the Vice President of Agilent’s global Customer Service Organization (CSO), a role he assumed in February 2019.  In this role, Steve leads Agilent’s4,500+ service employees to deliver exemplary technical support and service to the laboratories of Agilent’s global customers. Prior to his current role, Steve served as the Vice President and General Manager of the Supplies business within Agilent’s Chemistries and Supplies Division. There, Steve led the Supplies division to unprecedented levels of business performance, positioning the business strategically for the future.  He has also served as the vice president of Finance for both the Agilent CrossLab Group as well as Agilent’s former Chemical Analysis Group. In his 27 years with HP/Agilent, Steve has held various positions of increasing responsibility, including World-Wide Business Administration manager for the Life Sciences and Chemical Analysis segment, and division controller roles for Services, Consumables and a Semiconductor Test division.  He also worked for two years in Germany in a finance and supply chain role. Steve has an MBA from Rensselaer Polytechnic Institute and a BS in Mechanical Engineering from the U.S. Naval Academy.

Angelica was appointed President of Agilent CrossLab Group in February 2024. She previously served as vice president and general manager of the CrossLab Services Division, vice president and general manager of the Chemistries and Supplies Division, vice president and general manager of the Chemistries Division and senior marketing director since 2017. As a member of Agilent’s executive staff, Angelica is a key leader in steering the transformation into a more customer-centric organization. Over the span of her 24-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, the G100 Women's Leadership Acceleration Program and has a certificate in marketing strategy from the Johnson Graduate School of Management at Cornell University.

Colleen Sirhal serves as the Chief Clinical Officer (CCO) and VP Customer Success at Hyland Software. Colleen’s primary responsibilities include evolving our global healthcare business, understanding healthcare trends and business needs which drive our Customer Success Program. Colleen has more than twenty years of experience at Hyland Software and 30+ years in the healthcare industry. Earning her Bachelor of Science degree in Nursing from the University of Michigan, Colleen’s certifications include Registered Nurse (RN), Certified Professional in Health Information Systems (CPHIMS), RHIT (Registered Health Information Technician), Document Imaging Architect (CDIA+) and Enterprise Content Management Practitioner (ECMp). Prior to joining Hyland Software in 2003, Colleen spent many years with SMS/Siemens Healthcare where she worked with customers in both the clinical. Revenue cycle and financial aspects of healthcare process management. She has expertise in many Health Information Systems including SMS/ Siemens/ Cerner clinical and patient financial applications, EPIC, and Allscripts. While at Hyland software, she has led multiple teams in new solution creation, sales delivery and growth into emerging markets including strategic planning across the provider enterprise, digital efficiency in services lines for Clinical, Revenue Cycle and ERP. Colleen’s expertise in leveraging content services the across the Healthcare Enterprise has been of value to the more than 1000 customers she has worked with to ensure successful outcomes. She is an advocate for the use of Content Services as a foundation of the longitudinal patient record and in support of the action required for both clinical and business digitization. Having provided presentations to hundreds of forums worldwide, Colleen shares her passion for the single integrated patient record and best practices for information sharing across the healthcare ecosystem.

Dan LeSueur serves as Chief Operating Officer of Health Catalyst, a technology-, data- and analytics-enabled outcomes improvement company, headquartered in Salt Lake City, Utah. Prior to his role as COO, Mr. LeSueur served as the Company’s Senior Vice President and General Manager of the Tech-Enabled Managed Services and Professional Services Business Units since January 2020 and also served in a variety of other roles, including CFO of Professional Services, Strategic Account Executive, Technical Director and Data Architect, beginning in October 2011. Prior to joining the Company, Mr. LeSueur owned and operated a management consultancy firm for five years that assisted ambulatory practices in the implementation of electronic health records and data-driven management methodologies. Mr. LeSueur holds Master’s degrees in Business Administration and Health-Sector Management from Arizona State University and a Bachelor of Arts degree in Economics from Brigham Young University.

Mark is a transformational leader of global businesses with proven success in building highly valued teams entrusted to deliver financial results. He is a driver of strategic marketing, sales, commercial operations, and business model innovation. Mark joined Hologic in September 2020 as the Vice President, Service Operations for the Breast and Skeletal Health division. He expanded his role responsibilities to Global Service Operations in August 2021. In September 2022, Mark was promoted to Corporate Vice President, Global Services. Prior to joining Hologic, Mark served as the Vice President, Global Customer Care for Stryker, a leading medical technology company. During his twenty-year tenure at Stryker, Mark held commercial and operational leadership roles in Canada, Australia, and the United States.

Mark Munson is Senior Vice President of Services with TeleTracking Technologies, Inc., a provider of hospital enterprise operations management software. He has led global professional services around core applications as a Director at TeleTracking Technologies Inc., including enterprise implementations, integrations, and driving outcomes for customers. Additionally, Mark was responsible for the delivery of business analytics solutions to TeleTracking customers. Previously, Mark was vice president of customer satisfaction at Acusis, an international medical transcription software and service provider, responsible for customer success management, customer service, and technical support. Before entering the healthcare industry, he served in a variety of roles in an e-commerce startup incubated by Fisher Scientific. Mark has a B.S. in Materials Engineering from Virginia Tech.

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.

Franck Perrin has been the Director of International Service Operations for four years at Endress+Hauser Consult (Switzerland), the holding company of the Endress+Hauser group, a leading worldwide provider in the field instrumentation and process automation. In this role he is in charge of ensuring that different service units located in 44 countries are developing their operations in accordance to the E+H service strategy, standard portfolio, and processes. He also participates in the development of the service strategy and in different projects, that require his consulting and expertise in service management. Initially trained in measurement instrumentation, Perrin started his career with Endress+Hauser as a sales engineer in the French sales center. He became product manager in the late 90s on a reengineering project to establish a process organization in the European sales centers for the Euro zone creation. It was during this project that he got the “service bug”. He changed his orientation to become service director of the French operations. His mission was to transform an old fashioned, reactive, service cost center to a highly profitable business unit offering value-added services. During his different missions, Perrin has continuously learned to adapt his skills to the requirements of his various positions. He has a degree in sales and marketing management and a Master's degree in strategic management and controlling.

Matthias Gukelberger is Global Vice President and Head of Business Line Global Service at Giesecke+Devrient Currency Technology, and serves as a member of the G+D Executive Management Team. During his 25+ years in business he gained expertise in transforming Go to Market and Service organizations in the IT and Additive Manufacturing / 3D Printing industry. With 19 years in various operation, development and sales positions at Hewlett-Packard, Matthias helped lifting HP’s product driven printing business towards solution centricity by inventing the first Channel Managed Print Service Concept for EMEA, which built the foundation of growing and profitable recurring revenue streams in the years to come, until today. During 8 years at Stratasys, Matthias was forming a leading channel in the additive manufacturing industry and was heading the turnaround of EMEA’s Service Business. Prior joining G+D in 2020, he co-founded the Additive Manufacturing Consulting Network which supports organizations in striving for excellence by leveraging new technologies like additive manufacturing. Matthias holds an MBA in Information Management from the Baden-Wuerttemberg Cooperative State University of Stuttgart.

Neal Hatton is employed by AVEVA Group, LLC. as the VP Technical Support – Global Accounts. He works in the software business and is responsible for the fulfillment of software support and services for AVEVA’s industrial software offerings. Customers served are frequently using the company's software in complex, mission-critical applications such as critical infrastructure, oil & gas, shipbuilding, mining, food & beverage, water treatment, and more. He possesses an MBA with a focus on technology management. He has more than 30 years of experience in the industrial automation and software domains. He resides in Rancho Santa Margarita, California with his wife and daughters.

Paul Hofstadler is the Vice President of Digital Services Enablement at Agilent Technologies where he and the Agilent team are building out CrossLab Connect, a complete multi-vendor laboratory monitoring/management/optimization software and services solution.  By bringing together operational and financial data via CrossLab Connect, Agilent enables scientists and researchers to solve the world's most complex and urgent problems.  With about $6.8B in revenue, Agilent provides scientific instruments, services, and consumables to customers in the Life Sciences Research, Diagnostics, Food/Water Safety, Pharma, Biopharma, and Applied Materials markets. Paul’s career began as an electrical engineer and quickly progressed into software development and professional services.  He has held executive positions in services and customer success at Mentor Graphics (now part of Siemens), National Instruments (now part of Emerson), CognitiveScale, Xynetix, 360Bridge, and others. Paul has been active in TSIA (then TPSA) since its founding in 2007. He holds a bachelor’s degree in Electrical Engineering from the University of New Mexico and a master’s degree in Electrical Engineering from the University of Arizona.

Rob Snyder is the Vice President and General Manager of US Motion Services for ABB. In his role he is respinsible for the P&L management, growth and development of ABB Motion Services including Digital, Field, Factory, Repair and Parts. Rob Brings over 30 years of global industrial services, IT infastructure and operational experience to the role. A visionary business & technology leader with verifiable success driving sustainable business growth and profitability, forging win-win partnerships and developing innovative/disruptive business models.Originally from Chicago, Illinois he holds a BS in Engineering from the University of Illimois, Champaign-Urbana and MBA from University of Illinois, Chicago. Additionally he holds certifications as GE Six Sigma Black Belt, GIAC (Cyber) Security Leadership and is a graduate of the University of Wisconsin Strategic Leadsership Series. Prior to joining ABB in January of 2022, he served 16 years with Rockwell Automation departing as Global Director of Service Operations. His extended professional career spans time with Sears Holdings, departing as General Manager of District Services & Sales; automation engineer with GE Industrial Motors & Controls; and Lieutenant (SWO), United States Navy.

Bruno Faustino has more than 17 years of experience in the Managed Services business. In his role as VP of Product Strategy, he is responsible for building a new managed services organization focused on defining and driving the evolution of the Managed Services strategy in support of Rimini Street road mapping. Before joining Rimini Street, Bruno held leadership positions at IBM, Sonda IT, and Aurea Software.

Eric Aslaksen serves as CTO for iVision, a leading technology services provider headquartered in Atlanta, Georgia. Eric joined iVision in 2008 bringing with him over two decades of Enterprise Infrastructure Architecture and design experience. He has had the opportunity to develop several areas of the business which has allowed him to contribute to the year after year growth at iVision. As CTO, Eric provides engineering leadership across all technology practices. He is responsible for several lines of business within iVision to include Managed Services, Cloud, and Security. Eric has spent the last 20 years of his IT career working for enterprise-sized companies including AT&T, BellSouth, SunTrust, and Capgemini. This experience has allowed Eric to understand the requirement for security, standardized process, policy, and procedure needed to lead iVision engineering teams and provide practical application of technologies that future-proof our clients’ infrastructures. Eric has been awarded multiple patents for software development and product innovation. Eric is an Air Force veteran that served overseas during the Gulf War. His military background has provided him with discipline and responsibility mechanisms that have helped shape his career over the past 20 years.

James “Mac” McAnally is the Vice President of HPE Operations - Managed Services delivery for HPE.

Janna Steinman is Vice President of Enterprise Solutions and Architectures at CompuCom where she’s held varying roles in pre-sales solutions support for over 10 years. Her global team is responsible for developing managed services solutions with a focus on digital dexterity and enhancing the end-user experience. Her team is also responsible for proposal production, competitive, account and pricing intelligence. She has a passion for leading services solution teams focused on new business sales pursuits and strategic deals with a strong focus on value propositions and positive business outcomes. Prior to joining CompuCom, Janna spent 12 years at Unisys Corporation also focused on the IT Outsourcing market. Janna received her B.A. in Political Science and Spanish and an M.P.A, both from Rutgers University.

Bio coming soon.

Bio coming soon.

Toby thrives on understanding customers’ challenges and helping them to create a blueprint for repeatable and sustainable change. With a wealth of experience spanning over 25 years, he is highly regarded for his technical leadership and commitment to achieving sustainable business outcomes.As CTO at Logicalis, Toby plays a crucial role in shaping the company's technology strategy across cloud, security, digital workplace, and connectivity, leading the development of cutting-edge solutions that address the evolving needs of clients across the globe.Under Toby’s guidance, Logicalis has successfully established itself as a digital managed services provider and a global architect of change, continuously delivering innovative solutions that help businesses thrive in the digital age.Furthermore, Toby leads the global solution technology advisory council for Logicalis, bringing together the best technology minds across the group to develop innovative customer-centric solutions.Prior to his tenure as Group CTO, Toby held the CTO role in Logicalis Australia, spearheading the development of local innovations in the Australian market. He also previously owned and operated CNI, a Microsoft certified Gold Partner who provided technologies that delivered business value through IT, focused on Microsoft Azure.

Bio coming soon.

Greg joined Agilent Technologies in 2016, and his current role involves leading the Services R&D team, which is responsible for the development and support of applications crucial to the efficient operations of scientific laboratories. Before that he spent time running the development of Agilent’s website including content management and eCommerce capabilities. Greg’s experience prior to Agilent spans various positions within product development across diverse industries, including financial services and defense contracting.His educational background includes a Bachelor of Science degree from the University of Richmond and a Master of Business Administration from the University of Maryland. During his time away from work, Greg actively engages in volunteering with local youth sports, including coaching his kids.

Bio coming soon.

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.

Matt Soderlund is the Vice President of Customer Success Product Management at Trellix. In this role he leads portfolio and product management for services, which spans Support, Professional Services, and Education. Matt has twenty years of experience in cybersecurity services as both a product manager and practitioner. As a product and portfolio manager he has led cybersecurity services teams at Cisco, TPx, and Unisys, driving the standardization of service offerings to scale both revenue and predictable customer outcomes. As a practitioner, Matt has worked in both support and professional services, enabling customers’ value realization from cybersecurity technology. Matt has an Executive MBA from the University of Nevada, Reno, and BS/MS degrees in IT from the Rochester Institute of Technology. He lives in Western Washington and outside of work enjoys offshore sailboat racing and supporting his kids’ musical pursuits.

Patrick Mooney joined Dell in 1999, and in that time has held several global leadership roles across the company in Portfolio Management, Cloud Computing, Support & Deployment Services, Managed Services, Consulting, Sales Operations, and Technology. Before joining Dell, Patrick had a distinguished career with the United States Army where he held the rank of Captain. Patrick earned a Bachelor of Science in Electrical Engineering from Purdue University and holds a Master of Business Administration from the University of Texas at Austin. Patrick is an active supporter of charities focused on healthcare, education, and children. He lives in Austin, Texas, and in his free time enjoys spending time with his family, being outdoors, playing sports, and fishing.

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

Alain Bouchard is the Senior Vice-President of Professional Services at Coveo. His team provides solution delivery, architecture and consulting services to Customers and Partners implementing the Coveo AI Search and Generative Experiences SaaS platform.Prior to joining Coveo in 2016, Alain held business, program and project leadership roles at CGI, an IT and business consulting firm, with a focus on large system integration and application outsourcing. Until 1998, Alain served as a Signals Officer in the Canadian Army.Throughout his career, Alain led teams assisting many customers in the achievement of better business results through the integration and optimization of information systems and technology.Alain graduated in 1990 from Royal Military College of Canada with a Bachelor of Electrical Engineering. He lives in Quebec City, Canada with his family.

Beth Carroll leads the Global Practices team in the Dayforce Services organization. The team encompasses several critical functions: of Strategic Services Programs - focused on transformative initiatives across Services, North America and Offshore consulting teams, Services Innovation/Offerings and Inside Sales - driving innovative service offerings and ongoing customer adoption and success, and Partner Success Programs - collaborates with the growing system integrator ecosystem, along with Education and internal Enablement. As part of Beth’s remit, she partners with the heads of the Dayforce Delivery teams to ensure seamless implementation and value added services are brought to the Dayforce customer base both directly and via partners. She plays a pivotal role in the Services go-to-market, global initiatives and field excellence. Before joining Dayforce, Beth gained extensive experience at IBM in Cloud Services. Her career has spanned Customer Success, Support, and Services leadership roles at Varicent, Oracle, and PeopleSoft. Notably, she has been involved in nine M&A transactions, both as an acquirer and an acquiree. Beth and her family relocated to Plano, Texas where she enjoys discovering the vibrant offerings of the Dallas area.

Chris Quirk is a 25-year Dell Technologies veteran and an established leader in Services. He currently leads Dell’s Global Professional Services organization, which consults, deploys and manages Dell services across Infrastructure and Client solutions, and responsibly recovers and recycles tech assets after end of life. He is responsible for the Global Professional Services portfolio, strategy, delivery, and overall management of a $4B P&L. His organization services 147 countries and consists of ~8,400 service professionals plus additional capabilities from Dell’s 275+ global partner network. Chris is known for driving transformational change, a world class customer experience, operational & delivery excellence. Chris began his career at EMC in remote services and excelled in all the technical and leadership roles within the Customer Service Field team, culminating with leading the Global Technical Support. He has also led the Global Field Services team, and most recently the Professional, Managed & Field Services team. Chris lives in Southborough, Massachusetts and is a proud father of three children.

Eric Lee is the Vice President of Global Professional Services at Smartsheet, overseeing the P&L responsibilities and ensuring the successful delivery of all post-sales services. This includes Consulting, Implementation, Customer Education, Technical Account Management, and Custom Development services for Smartsheet's extensive customer base, which comprises 97,000 clients, including 75% of Fortune 500 companies. With over 25 years of experience in business and technology services leadership, Eric specializes in building, scaling, and maturing Professional Services organizations within technology companies. His career showcases a consistent ability to drive profitable growth while delivering tangible and measurable outcomes for customers. His expertise spans the entire spectrum of a services organization, encompassing strategy development, go-to-market initiatives, offering development, sales, delivery, and operations. In addition to his role at Smartsheet, Eric serves as an Advisory Board member for the Customer Experience Program at the University of California, Irvine. He earned his Bachelor of Arts from the University of California, Los Angeles (UCLA), and resides in Irvine, California.

Jay Gorajia is the Senior Director of Global Customer Outcomes 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 organization driving financial and operational goals aligned with strategic and business development objectives for their largest services practice. 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, and Sales for design and manufacturing software technology companies. Over the last 27 years, Jay has had the opportunity to live in 7 different countries, manage services 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, president of the local chapter of SMTA.org focused on electronics design and manufacturing, and 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.

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.

Lavanya Gopalakrishnan is a results-driven technology executive with 23 years of experience in engineering, business strategy, supply chain operations, and professional services. She has a strong track record of building high-performing, global teams, and specialized expertise in setting up global centers of excellence. In her current role as Vice President of Customer Experience at Cisco, she is responsible for crafting customer engagement strategies for a seamless customer experience, while ensuring customer ROI and fueling business growth.

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.

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.

Randy Mickey is the Senior Vice President of Informatica’s Global Professional Services organization, which provides strategic and solution delivery services to maximize customer return from their enterprise cloud data management portfolio. Randy joined Informatica in 2011 to lead the Master Data Management (MDM) practice globally. He also spent time in the Sales organization leading the MDM business segment before stepping into his current role. Prior to Informatica, Randy held consulting and sales leadership positions at several software and consulting services organizations. Randy lives in Chicago, IL with his wife Jill and their three children. He holds a BS in Finance from Syracuse University.

Scott Cravotta is the Executive Vice President of Professional Services at Genesys. He is responsible for guiding customers in maximizing the value and impact of their customer experience platform through our highly engaged and talented professional services team. Scott has more than 20 years of experience in leading service teams that deliver true business outcomes and world class solutions to customers around the world. Previously, Scott was Senior Vice President, Global Professional Services at OpenText where he led a team of 2,200 Enterprise Software and Cloud professionals. Open Text acquired GXS, the global leader of B2B integration, where Scott was Senior Vice President and led 1,200 service professionals delivering B2B Managed Service in the Cloud. Prior to GXS, Scott was Vice President and General Manager at Automatic Data Processing (ADP), one of the world’s largest providers of business outsourcing solutions. He spent over 13 years at ADP in various leadership roles in Professional Services as well as Product Development.

As SVP Global Delivery, Shally is responsible for creating and executing Salesforce Professional Services’ global delivery and talent strategies to support Salesforce’s rapidly growing business. Her international team of 1400+ people leads delivery innovation efforts that support consistent delivery across the globe. Additionally her team supports global talent development and growth, drives high quality delivery through robust delivery governance and continuous improvement, and supports the business' growth through global delivery centers. Ms. Stanley’s 30 years of experience as a management consultant to Fortune 500 companies has focused on achieving better business outcomes using innovative information technologies and practices. Prior to her current role, Shally served as the Managing Director of Global Consulting Services and Solutions at Acumen Solutions for 15 years. She served as the Chief Technology Officer of Greenwich Technology Partners. Before that, Shally cofounded NetGain LLC ‐ a highly successful network consulting business which grew to over $5 million in revenue within three years. Shally began her career at McKinsey & Company. She has been regularly quoted as a subject matter expert in leading publications and has been a speaker at leading industry conferences. She holds a Bachelor of Science degree in electrical engineering from the Massachusetts Institute of Technology.

Sheryl leads the combined Professional and Installation Services and Program / Project Management Office (PMO) organization covering all the Americas for Toshiba Global Commerce Solutions (TGCS). This organization is comprised of over 200 professionals delivering high impact retail solutions to clients. In her role, Sheryl and team drive quality, on-time delivery of professional and installation services to retail clients allowing them to realize their desired business outcomes and return on investment. These solutions range from state-of-the-art self-service, mobile, online, and other point-of-commerce systems. Under Sheryl's leadership, the PMO also manages the delivery of our TGCS Software Portfolio roadmap. Sheryl has 20+ years of progressive leadership experience directing product strategy, engineering innovation, and program growth for both software and hardware solutions at IBM and Toshiba. She is a results-driven leader of leaders who empowers multidisciplinary engineers and developers with the right project management structures, accountabilities, and tools to produce solutions of highest quality, scalability, and profitability. She is a proven authority widely published as a subject-matter expert and the holder of five patents. Sheryl is a graduate of Clemson University where she received her BS in Mathematical Sciences and MS in Computer Science. She lives in Raleigh, NC with her husband and two children.

Sue Preston is the worldwide Vice President & General Manager for Advisory & Professional Services and Managed 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.

Ansa Sekharan is a B2B software customer success executive with over two decades of experience delivering pace-setting transformation(s) in areas of customer experience, customer success, service automation and ARR Growth. Under his leadership his team is responsible for driving customer outcomes and managing a renewals portfolio of $1.4B. Under his leadership, his firm has been ranked as number one in customer loyalty in the data integration enterprise software sector for 12 years in a row and also certified by J.D.Power for Customer Service Excellence. Mr. Sekharan was one of the early employees at Informatica and currently serves as the company’s Executive Vice President & Chief Customer Officer. He also serves as an Operating Advisor to Vertu Capital and on the Support Advisory Board at Technology Services Industry Association. He graduated with honors from the University of Tulsa, where he earned a master’s degree in Computer Science. Mr. Sekharan earned a Bachelor of Science in Computer Science from The National Institute of Technology.

Bryan Belmont is the Corporate Vice President of Microsoft’s Customer Service & Support organization. His primary focus is to serve the thousands of technical professionals dedicated to helping Microsoft customers and partners to achieve more every day. Supporting all Microsoft products and solutions, his organization puts technology to work for people around the globe. From his first role at Microsoft as a Technical Account Manager delivering on individual customer needs to now leading a worldwide organization of engineers serving customers 24x7, Belmont remains a steadfast customer champion focused on improving the customer experience. Belmont has more than 20 years of leadership experience across the Commercial Support space at Microsoft. Prior to this role, he was General Manager for the global Applications & Infrastructure organization supporting Microsoft cloud customers. In close partnership with the Cloud & AI Engineering Group, Belmont enabled a cohesive customer experience and streamlined product feedback loop. Belmont has held a variety of roles throughout his career at Microsoft, including responsibility of WW Premier Support where his organization drove strategy, offerings, marketing and held P&L responsibility for Microsoft’s multi-billion-dollar Premier Enterprise Support business. Belmont holds a Bachelor of Science in Physics from The University of Texas at El Paso and is a life-long learner, voracious reader, musician, and hobby farmer. He resides with his family in the Boulder, CO, area.

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.

Dave Yusuf is a software industry executive with over 25 years of experience in managing full customer lifecycle including professional services, support, and customer success in enterprise SaaS. Dave currently leads Customer Experience and Support at Q2, with responsibilities for delivering best-in-class customer care, with high customer satisfaction. Previously, he was Group VP Customer Success and SaaS Services at NextGen. As Chief Services Officer at Sphera Solutions, Dave was responsible for all post sales services including Customer Success, Support, Professional Services, and Consulting. As SVP America’s Services at Epicor Software, a $1.1B ERP software provider, he was responsible for profitable business growth and successful delivery of customer implementation projects. His previous roles include: Group VP Services Allscripts, a $1.2 billion Electronic Medical Record software provider; SVP Services, CA Technologies (Broadcom). Dave holds a BSEE from Lawrence Technical University and an MBA from Northwestern University’s JL Kellogg School of Management.

Julie Baxter-Rudd has served as the Vice President of Global Support at Elastic since March 2022. She is responsible for over 300 engineers over a portfolio of products based on Elastics Search Platform with key focus on 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.

Kimberly May, Senior Vice President of Global Technical Support at SAS Institute, Inc, has developed a keen insight into customer relationships during her 24 years of leadership experience in the software field. She balances her passions for an excellent customer experience and a satisfied, high-performing staff by creating an exceptional support model. This dynamic model enables customers to use multiple channels, such as social forums and chat, to address their issues and leverages staff expertise to create robust online resources. Understanding that change is the nature of business today, Kimberly routinely checks in with her colleagues and reviews data to assess the viability of the current approach and makes any necessary adjustments to continue to provide world-class support.

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.

Shaun Mammen is the Vice President of Global Customer Support for Siemens PLM, and Vice President and General Manager of Global Support and Services for Mentor, a Siemens Business. In these roles he and his team are responsible for strategy and operations driving innovation and redefining the tools, processes and investments to deliver the industry's most complete customer support services. His responsibilities also extend to Mentor's Consulting, Training and Continuing Engineering business units with a focus on top line revenue growth, New Service Introductions and helping customers achieve their business priorities through services-led outcomes. Mammen has been with Mentor since 2004 working in a variety of senior roles across the company. Prior to his current roles he served as the company's Director of Financial Planning and Analysis in the corporate finance group. In that capacity he worked in partnership with the executive management team to construct the annual operating plan, forecast the company's P&L, and drive strategic planning. Prior to that, Mammen was a Senior Market Intelligence Manager in the company's Corporate Marketing organization. He took on his new portfolio with Siemens PLM in 2017 when Siemens completed their acquisition of Mentor Graphics Corporation. Mammen earned a BA from Pepperdine University, an MSc in Management in Science and Technology from Oregon Health and Sciences University, and an MSc in Finance from Portland State University.