Mari has more than 20 years of experience developing successful customer organizations within the digital and brand marketing industries. At Adobe, Mari is responsible for leading the Customer Success organization for the Americas and for the retention of their digital marketing customer base. This team is passionate about building strong partnerships, helping customers achieve key business outcomes by fully leveraging Adobe solutions, and ultimately, ensuring customers maximize value from their investment with Adobe. Mari joined Adobe through the acquisition of Livefyre, where she was the Chief Customer Officer.
Prior to Livefyre, Mari served as the SVP of Client Service at Nielsen, where she led 40+ person Sales and Account Management team responsible for revenue growth, customer advocacy, and helping clients realize value from Nielsen's wide breadth of research and data products. She has a BS from Cornell University and an MBA from Stanford University.
Dan Malavich is the global director of customer relations at Alfresco Software. Alfresco is an enterprise open-source software company focused on advancing the flow of digital business. The company provides a better, more effortless way for people to work, making sure they have the information they need, exactly when they need it most. The Alfresco digital business platform is an open, modern, secure platform that intelligently activates process and content to accelerate the flow of business.
At Alfresco, Dan is a member of the Customer Success leadership team and leads a global team of customer success managers responsible for customer health management and subscription renewals for Alfresco's customer base. Dan helps to execute cross-functional strategies, processes, and programs necessary to effectively on-board new Alfresco customers, drive higher product adoption, and ensure regular customer engagement throughout their time as a customer. He has driven the creation of a comprehensive customer success program that utilizes in-depth health scoring, automated success process guidance, and regular cross-functional collaboration to mitigate churn and improve customer satisfaction.
Prior to joining Alfresco, Dan spent nearly a decade at ServiceSource, leading recurring revenue management teams on behalf of some of the world's largest B2B companies. Dan also spent time as a regional sales manager for Stack Overflow and as a sales director for CommercialTribe, a Colorado-based SaaS startup.
Dan lives in Atlanta with his wife and two kids where he enjoys the sports, the outdoors, cooking, and photography.
As vice president of premium services, Roberto is an industry leader in driving customer success and designing organizations focused on adoption and customer retention. He is specialized in improving customer satisfaction and service level performance while driving revenue opportunities. Leveraging many years of experience to lead global customer facing teams while delivering high value and ROI to customers worldwide.
In his previous role, Roberto was VP of global product support, responsible for the management, leadership and strategic direction of all global product support staff and functions.
Roberto joined Autodesk in 1991 and began his career in a variety of increasingly responsible jobs. He worked in both the U.S. and Switzerland offices and held positions at Autodesk such as Sr. Director of WW IT Operations (2003-2007), Director of IT and customer care for the Autodesk Collaboration Services (Buzzsaw) division (2000-2003).
His education history includes an Engineering degree from the University Of Applied Science Of Neuchâtel, Switzerland.
Roberto was born and currently resides in Neuchâtel, Switzerland with his wife Francesca, his two daughters, Julia and Greta, and his son, Kevin.
Kevin O'Came is vice president of the CA Technologies Customer Success team.
In this role, Kevin leads the worldwide Customer Success field teams and the Net Promoter Score program for CA Technologies. Kevin is responsible for orchestrating an integrated customer experience that delivers successful business outcomes and maximum ROI to customers and partners that have invested in the CA Technologies portfolio of solutions.
Kevin joined the company in 1998 and has held progressive positions within Worldwide Sales and Operations and Customer Success organizations during his 17 year career at CA Technologies. Most recently, he served as an advisor to the Executive Office of Worldwide Sales and Operations, where he helped to define and execute the company's business and technical strategies.
He received a Bachelor of Science degree in Biology and an adjunct degree with the school of management at Binghamton University.
As a member of the Customer Success leadership team, David manages a global team of customer success managers dedicated to ensuring GE Digital's customers effectively utilize their solutions, actualize business outcomes/value, and receive an effortless experience. David joined GE in 2009, where he completed 2 years in GE's premier experienced commercial leadership program. Since that time, he has help progressively impactful commercial roles in three of GE's software businesses.
David lives in Charlottesville, VA. He received a Bachelor of Science degree from Shenandoah University and a Master of Business Administration degree from George Washington University.
Brian Study is chief customer officer for Mattersight, a behavioral analytics company whose mission is to help brands have more effective and effortless conversations with their customers. Using a suite of innovative, patented personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs.
As the leader of Mattersight's customer-facing teams, Brian is responsible for ensuring a consistently best-in-class experience for the company's growing customer base. He oversees the delivery of Mattersight's solutions, including implementation, support operations and ongoing customer success. Since joining Mattersight, Brian has focused on improving customer health measurement, and has introduced a customer engagement model through which the whole of the organization can better understand how to drive customer value.
Brian's 20+ year career spans customer success roles in software and consulting. He holds a Bachelor of Science degree from the Wharton School of the University of Pennsylvania.
Mary-Beth Donovan is the VP, success management at PTC. In this global role, Mary-Beth is responsible for guiding clients to successfully adopt PTC platform and solutions, and realize their business outcomes. By utilizing tools and processes to monitor success of subscription customers and partners, her team applies an automated, low touch high scale delivery model across our IOT and Connected Solutions business. In addition, her team is building a new premium high touch offering to drive accelerated value for strategic customers across PTC's full portfolio.
Mary-Beth is an enthusiastic, collaborative leader skilled to influence and lead change. With over 20 years of experience across high-tech, medical device and defense industries, Mary-Beth has had proven success in customer advocacy, sales, finance, strategy, operations, and business process improvements.
Mary-Beth holds both a Bachelor of Science and Masters of Business Administration from Babson College.
Marco Bill-Peter is the vice president of customer experience and engagement (CEE) at Red Hat, which includes the company's Global Support Services (GSS) organization. In addition to technical support delivery and strategic customer engagement, Bill-Peter's organization is responsible for the award-winning Red Hat Customer Portal, product certifications, product security, product documentation, and translation services. CEE is responsible for increasing the value customers and partners receive from their relationship with Red Hat.
Under Bill-Peter's leadership, GSS transitioned from a focus on transactional support to sustained customer relationships expanding the role of support from reactive interactions to high-value, proactive, and collaborative customer engagement.
As vice president of CEE, Bill-Peter continues to challenge the standard industry definition of support with a strategic focus on innovation that better serves customers and delivers more customer value. Bill-Peter's CEE organization focuses on delivering personalized, content-driven engagement initiatives, continued improvements to global support delivery, and proactive, automated subscription services while striving to increase customer engagement and improve the overall customer experience.
Bill-Peter has over 20 years of experience in the information technology and support delivery fields. Prior to joining Red Hat, he held different support and engineering roles at HP, Compaq, and Digital Equipment Corporation in the USA, Europe, and Asia.
Chris Bates has 20 years of experience leading customer-facing organizations in high-growth technology companies. Chris is currently the vice president of customer success at Tableau Software, the industry-leading visual analytics platform. His global organization is responsible for ensuring that Tableau's 60,000+ customers are maximizing business value and impact from Tableau.
Prior to Tableau, Chris led the Global Customer Success organizations at Clarizen, a leading SaaS project management company, as well as at Salesforce. Chris's career also included a variety of Sales and go-to-market leadership roles at Dell, both in the U.S. and leading a global team while based in London. Chris started his career at Procter & Gamble, where he first developed his passion around customers. Chris holds an MBA from Harvard Business School and a B.S. in Marketing and Finance from the University of Virginia. Chris lives in San Francisco with his wife and son.
Nello Franco is SVP of global customer success at Talend, a global leader in big data and cloud integration. Through support of the latest cloud and big data platforms and innovations, Talend empowers organizations of any size to turn data into a strategic asset and competitive differentiator.
In his role at Talend, Nello is responsible for all customer-facing functions: Professional Services, CSM (including all of the company's subscription renewals); Customer Support, Customer Success Architecture, and Technical Enablement.
Nello has held executive and senior leadership positions in systems integration and software companies, and has been a thought leader and practitioner in the discipline of Customer Success over the past 5 years. In addition to implementing customer success practices in established companies, including his role at Talend, he has been sharing his frameworks for customer success with the broader community. His contributions include his personal blog on customer success, http://blog.nellofranco.com, as well as one of Bessemer & Gainsight's “10 Laws of Customer Success”, which was reprinted in the book, Customer Success: How Innovative Companies are Reducing Churn and Growing Recurring Revenue.
Terry Vyas is the general manager of education services at Blackbaud, the leading provider of non-profit software and services. He is responsible for leading Blackbaud University which includes worldwide customer enablement as well as leading the overall business operations, strategy, delivery, curriculum development and marketing for the University.
Terry has over 20 years of experience leading education services and professional services organizations. He has created award winning innovative strategies and programs to drive higher margin, accelerated revenue growth and radically improve the customer experience.
Terry is a founding member of the Education Services discipline within TSIA and has served on the executive boards of other services industry organizations. He is also a board member of a non-profit organization focused on helping underprivileged children in India.
Terry is an active member of the education community and has provided guidance to a variety of start-up companies who are starting out their professional services and education services organization.
Prior to Blackbaud, Terry led services organization at BMC Software, Eloqua, and Oracle.
Milind Gurjar is the senior director and general manager for Cisco's Learning Services business responsible for training Cisco's customers, channel partners and Services employees worldwide.
Milind joined Cisco in November 2007 and developed the globalization strategy for Cisco training and certification to bridge the skills gap for Cisco Certified professionals, in emerging countries. He has led the transformation of Cisco's learning portfolio from a pre-dominantly Instructor-led model to a blend of live, virtual, and self-study solutions and performance support tools. Milind is a member of Cisco's Services Portfolio Steering Committee and drives the integration of education offers in outcome-based portfolio plays.
Prior to joining Cisco, Milind worked for a leading IT training and IT outsourcing company where he handled diverse leadership roles including SVP and GM of the Financial Services vertical, SVP of alliances, VP of training, and director of education operations, overseeing 1100 franchised education centers delivering training to more than 250,000 students in 17 countries.
Milind holds a BS in Mechanical Engineering from Bombay University and an MBA in Systems and Marketing from the Indian Institute of Management, Calcutta. He is an active career coach and mentor and is a member of the board of advisors of the Computer Education Management Association (CEdMA).
Sophie Barratt leads strategy, go-to-market, and customer experience at Dell EMC Education Services, supporting internal and external students and customers. She has more than 15 years of experience in strategy, analysis, operational and enablement roles in the IT industry.
Sophie has an MBA from Northeastern University and a BA/MA from the University of Oxford, England.
Sanjiv Varma currently leads the Juniper Education Services team where he is responsible for all customer training and certification programs.
His experience includes balancing proliferation, adoption and revenue goals. Establishing turnaround education programs for revenue generation and internal enablement are his key strengths. Digital transformation, subscription, quality and timely SLA based content development, operational efficiencies and stakeholder interlock are some of the key programs Sanjiv has established.
Sanjiv has previously worked in Education Services leadership roles at VMware, NetApp and Sun Microsystems. Sanjiv has been a speaker at TSIA, Oracle OpenWorld, published in the ASTD magazine and a co-chair of the TSIA social media forum.
As chief knowledge officer, Sarah Sedgman is responsible for all of Kinaxis' Knowledge Services. In this role, Sarah defines the strategies and programs for ensuring effective knowledge transfer among employees, partners and customers. Leveraging the significant intellectual property and domain expertise within the company, her organization drives success in all aspects of education and knowledge sharing to connect and enable communities, facilitate learning, and accelerate value.
Before joining Kinaxis in June 2015, Sarah held many global executive positions with industry leaders including director of Cognos Learning Services, IBM's analytics education executive, and most recently the senior vice president of PTC University. She has more than 17 years of leadership experience in the IT knowledge and education industry and has previously owned some of the largest and most profitable global education businesses in the industry. She is a true thought leader on knowledge, learning and adoption programs, and currently sits on several education services executive boards across North America.
Sarah holds a Bachelor of Arts degree from the University of Waterloo.
Peter Broderick is the VP of global customer enablement at Kronos. Kronos is the leader in delivering workforce management solutions in the Cloud for tens of thousands of organizations in more than 100 countries, including more than half of the Fortune 1000®.
As vice president of global customer engagement, Peter is responsible for business development, content development, delivery and educational consulting services. The goal of the organization is to impact how customers adopt and benefit long term from the use of Kronos solutions.
Peter is also leading Kronos' next generation customer experience initiative.
Peter has over 20 years of experience in the high tech industry and has held a variety of senior management positions within Professional Services and Education.
We welcome Peter back to the Advisory Board, he was one of the founding members of the Education Services discipline within TSIA.
Manishka Yadav is the senior manager of Medidata Academy at Medidata Solutions, the leading global provider of cloud-based solutions for clinical research in life sciences. In this role, she is responsible for developing and managing the execution of Medidata's global education strategy for employees, partners, and customers. She leads the organization's knowledge management transformation initiative and drives innovation in learning solutions development and service delivery.
Manishka has over nine years of education services experience. Prior to joining Medidata, she worked with global training services of the Life Sciences division at Computer Sciences Corporation. As part of the global training services, Manishka worked directly with senior leadership to lay the foundation for corporate and customer education programs and services.
Lane Giles is the director of education services for the Global Support and Services division of Mentor, a Siemens Company. Mentor is an industry leader in electronic design automation, providing software and hardware design solutions that help engineers around the world conquer design challenges in the increasingly complex worlds of board and chip design.
As the training leader at Mentor Graphics, Lane is responsible for knowledge management across customer facing platforms and manages the global content development and delivery strategy across a wide product portfolio. His primary focus is in building subscription-based OnDemand product training libraries that provide learning personalization, virtual hands-on lab exercise and knowledge checking as student progress through learning path roles.
Lane is a customer experience leader who believes that the role of training is to drive customer adoption, loyalty, and satisfaction. During his 25 years in the enterprise software market, Lane has worked at Sage, Computer Associates, and Software Business Technology, managing training, software development, professional services, quality assurance, technical publications, and support and service call centers.
Eric Fusilero is the vice president of global enablement and education at NetApp. Leading organizations worldwide count on NetApp for software, systems and services to manage and store their data.
In this role, Eric is responsible for delivering timely, innovative and effective programs that accelerate sales and enable customer success. With industry recognized certifications and comprehensive learning solutions, he ensures that NetApp employees, partners and customers globally have the skills required to effectively build, deploy, and manage solutions that address their most challenging data needs now and in the future.
Prior to joining NetApp in 2009, Eric held multiple global roles in engineering, research, and sales enablement in his 12 years at IBM.
Natasa Koledin is the senior director of global education at Pivotal Software, where she is responsible for customer, partner, and internal training programs to help foster product adoption, onboarding, and certification on the Pivotal platform.
Over the past 20 years, Natasa has held various positions within technical education with a focus on leading global teams across course development, sales, operations, enablement, certification, delivery, and product adoption offerings resulting in measurable business outcomes, high customer satisfaction, and proven collaborative cross-functional go-to-market strategies.
In addition to her technical Education experience, Natasa has also led onboarding and leadership programs. She has also been an active member of Education industry organizations.
Spencer Cutting is the senior vice president of PTC University. PTC helps companies design, manufacture, operate, and service things for a smart, connected world. PTC University is a key component of the Customer Success organization, ensuring their customers unlock the full value of their technology investment.
Spencer is responsible for PTC's customer education strategy, business development and the customer learning experience. Since joining PTC University in 2001, he and his team have worked to anticipate customer needs and provide innovative, often award-winning solutions.
He holds a Bachelor's Degree in Automotive Engineering, and resides near Milwaukee, Wisconsin.
Ken Goetz is the vice president of global learning services at Red Hat, where he is responsible for expanding the global community of skilled and enthusiastic users of Red Hat open source technologies. Prior to Red Hat, he held many different global and regional roles in education services and pre-sales engineering at Oracle. Ken is experienced at facing the strategic challenges that education services businesses of all kinds regularly face, and has led the implementation of many successful learning programs over his 18 years in the industry. Ken received his MBA from the University of Chicago Booth School of Business and is a two-time Ironman triathlete. He and his family currently reside in Raleigh, North Carolina.
Jan is the global head of digital learning solutions and product knowledge portfolio at SAP. Jan has a track record of managing large, global organizations and budgets, developing and executing transformation strategies and has lead acquisitions on behalf of SAP. He has lived and worked in locations like Germany, UK, India, Sweden, France, and the US.
In Jan’s 20+ years of business software experience knowledge transfer and learning has been the red thread. In recent years, Jan has been leading SAP’s transformation to digital learning. Today, SAP has over 1m learners learning digitally.
Previously, Jan has held various global management roles amongst others in consulting for CapGemini and Accenture and in product management, business development, and education services for SAP. Jan has developed a knowledge management program in partnership with INSEAD in Paris, France.
Jan holds a Masters degree from Group Ecole Supérieur de Commerce (Marseille, France) and a BA Hons in Business Administration and International Management, from the Hochschule fuer Wirtschaft, Department of Economics (Bremen, Germany). He has also passed the SAP Strategic Management Program delivered by INSEAD, LBS and Wharton as well as the Finance and Accounting program for non-financial Executives delivered by Stanford BS. Jan speaks German, English, French and Swedish.
Robin Gunn is vice president of VMware worldwide education services. Robin has more than 20 years of experience developing and leading IT education programs, and has held a number of executive positions at leading companies including BMC, HP and PeopleSoft. Robin currently serves as a member of the Technology Services Industry Association (TSIA) Education Services Advisory Board.
Pamela Morgan is the director of services marketing at Ciena, where she has responsibility for the positioning, sales and partner enablement, and promotion of the entire services portfolio. She has over a decade of experience in services marketing with both hardware and software organizations, and most recently was the director of services marketing at Juniper Networks. Previously, Pamela was a vice president at Gartner in the Market and Business Strategies Consulting group and has spent much of her career advising high technology companies on marketing and communications strategy.
Jeanne Beliveau-Dunn is the vice president and general manager of the Business Enablement and Strategy team within Cisco Services. In this role, she leads Learning@Cisco, Technical Services strategy and operations, and the Center of Excellence for innovation, globalization and commercialization.
Jeanne is a recognized thought leader on the “Workforce of the Future” and expert on workforce education, the social enterprise, cloud and software-as-a-service, collaboration software, and knowledge systems. She was recognized as one of “The 2015 Top 50 Most Powerful Women in Technology”, by the National Diversity Counsel, which features the most influential female executive leadership across America's leading corporations. Jeanne also brought the first social education system in the industry to market in 2008 – The Cisco Learning Network.
Learning@Cisco recruits, trains, and develops IT talent to meet the fast-changing needs of Cisco, its customers, and partners. Under Jeanne's leadership, Learning@Cisco has become the foremost education service that leads the industry in growth, profits and thought leadership. Cisco career certifications, including CCNA, CCNP, and CCIE, are recognized as the industry's finest, with more than two million individuals trained in over 200 countries.
In her first role of her 20-year career at Cisco, she created the Cisco channels sales team and strategic alliances program for global markets. Later, she also created the Internet Business Solutions Group (IBSG), a consulting team working with Cisco's largest customers around the globe. Before joining Cisco, Jeanne spent five years as the vice president and general manager for Micronics/Diamond computers. There, she built the company from a struggling startup to a $300 million business before it was sold.
Jeanne initiated and shaped The IoT World Forum initiative for talent development, from which the IoT Talent Consortium emerged. As the president of the IoT Talent Consortium, she leads the non-profit organization to empower and accelerate a more agile workforce in the Internet of Things economy.
Jeanne serves on a number of advisory boards for organizations committed to continuous learning and talent, including: CareerBuilder, Arizona State University, New York Academy of Sciences, California State University Chico, and the Technical Services Industry Association (TSIA). She also advises many universities and companies globally on innovation and talent and is an active member of Habitat for Humanity and Help One Child.
Jeanne holds a bachelor's degree in management from the University of Massachusetts.
Sean Sauter, vice president of global system services for IGT, is a passionate gaming and technology service professional of 20 years. After his studies at McMaster University and Durham College in Ontario, Canada, Sean proudly began his career in the gaming industry at the Great Blue Heron Casino. It was there that Sean caught the bug for the gaming industry, but more importantly, a passion for technology, continual service improvement, and developing solutions for complex business challenges.
Since then, Sean has been involved in the evolution of many Gaming technologies and has been IGT’s thought leader and driver for many strategic service transformational initiatives around the globe. These transformations have brought standardization to IGT’s service delivery, innovative technology solutions, and product & service revenue growth.
Denise Rundle is the general manager within Microsoft's Customer Service & Support organization, responsible for Microsoft’s Advertising, Partner and Sales Support Services WW. She leads a team of retail sales, commercial technical presales, retention and advertising support professionals globally. She is accountable for delivering $1.5B in revenue from direct product sales, consumption and lead generation (pipeline). She is also accountable for Microsoft's community and social support strategy globally.
Prior to her current role, Rundle was responsible for developing the customer service strategy, offerings and go-to-market for Consumer, Advertiser, and Unmanaged Commercial customers WW. She has held many leadership positions at Microsoft including building the online support assets in the early days of the internet, envisioning and building the first Microsoft Most Valuable Professional community program, and many years at the helm of Microsoft Global Consumer Support.
Before joining Microsoft, Denise worked as a consultant teaching small businesses how to deploy software and networking solutions to optimize their business. Denise has an undergraduate degree in speech communications, journalism and public relations.
Jason Ryssemus is the senior vice president of Sales Operations at Riverbed. He brings his passion and over 20 years of experience in finance and operations to (optimize, drive) the readiness and productivity of the Sales organization
Jason joined Riverbed in January 2016 to lead the Sales Finance function. In May 2017, Jason shifted focus to lead Riverbed’s Sales Operations organization, where his responsibilities include field operations, order management, sales process & systems, training & enablement, commissions, and deal desk & go-to-market.
Prior to joining Riverbed, Jason spent 16 years at Autodesk in key roles supporting sales from both the finance and operations perspective. His roles and focus included supporting Channel & Named Accounts and ultimately was a key contributor to Autodesk’s transition from a perpetual software, to a subscription-only company. Jason lead his team to support and develop key channel programs and initiatives, understanding the front-end and back-end pricing and incentive programs to grow channel engagement. He then shifted focus to Named Account selling, implementing key go-to-market strategies around Enterprise Licensing and Consumption models.
Jason holds a BS in Account & Finance from Fresno State University.
Henrik Frydenlund Rosthøj serves as the director of global engagement for SimCorp's Professional Services business.
His focus is to grow and develop SimCorp's Professional Services business with existing clients and strengthen SimCorp client engagement activities globally for Professional Services. As part of this, Henrik is responsible for defining and developing SimCorp's engagement model in Professional Services.
Since joining SimCorp in 2007, Henrik has been involved in developing SimCorp's Support and Operational Services business, and has had a strong role in transitioning SimCorp Professional Services into a globally operated business.
Henrik holds a Master's degree in Mathematics & Economics from the University of Copenhagen and an Executive MBA from AVT Business School from Copenhagen.
Doug May has over 25 years' experience working with disruptive technologies fueling high growth businesses. He's opened markets for IBM in open systems, helped build Internet infrastructure businesses like BBN Planet (acquired by GTE), and defined new solution categories like Endeca's Guided Navigation (acquired by Oracle) and Bit9/Carbon Black's Application Whitelisting. His roles have included direct selling and leading global sales teams as well as field-supporting functions building repeatable processes and programs to accelerate sales ramp and overall productivity. A key success factor in his journey has been focusing on the quantification and realization of the business value that new technology and processes bring, mapping their value to customer adoption and success.
Doug joined Splunk 5 years ago to help customers translate the platform's rich technical capabilities from operational value to business value, accelerating sales and customer adoption cycles. In the process, his innovations and leadership have contributed to Splunk's hyper-growth taking the company from $198M to over $1B in annual revenues. He built and leads the award-winning Business Value Consulting and Global Specialist teams which have transformed Splunk's sales motion. Additionally, he leads Splunk's Competitive Intelligence, Cloud Sales, and Field Enablement programs globally, all of which are focused on driving success in the field.
John Scipio has an extensive professional services background and has held various positions in both government and healthcare IT industries. In his current role as the executive director of professional services for TeleTracking Technologies, John is responsible for the development of strategic plans and service offerings to optimize client operations, with a focus on measurable outcomes and recognized value from their investment.
For the past 10 years John has led technical and clinical teams that have positively impacted internal and external partners pertaining to solution selling. John achieves a trusted partner status with his clients while leading clinical, technical, and project management-oriented teams with a focus on increasing services revenue.
John is a graduate from Marshall University and the Cisco Networking Academy.
TeleTracking provides solutions and services that optimize hospital operations and enables timely and purposeful care delivery. Founded over a quarter-century ago, TeleTracking is a nine-time KLAS Patient Flow Category Leader. For more information visit www.teletracking.com or contact us at; firstname.lastname@example.org.
Russ Nettle took on his most recent role as the vice president of services at Vital in April of 2014. Russ presides over all services within the Vital business, including professional services, customer success management, and customer success support. He joined the company in 2003 and has held the roles of customer support manager, director of service account management, and director of professional services.
Prior to his employment at Vital and receiving his Series 6 and 63 licenses, in addition to his MSCE certification, Russ held a variety of positions within IT, Enterprise Applications and Finance. He has received his Bachelor of Arts from the University of Minnesota.
Brian Wilson is the senior vice president of customer success at Zenoss and is responsible for post-sale customer operations, from the initial services engagement and technical deployment, to ongoing customer support and services, account management, training, and ultimately client renewal. He brings over 20 years of experience and passion to ensure customer success for large enterprise clients.
Prior to joining Zenoss, Brian had worldwide responsibility for services delivery of the virtualization product portfolio at Quest Software. Brian joined Quest through the successful acquisition of Surgient, where he was VP of client services and was instrumental in the development of the first private cloud platform for Global 2000 enterprise customers. Prior to Surgient, Brian served in a senior management role to build the Services, Support, and Sales Engineering organizations at WhisperWire, a venture backed telecommunications sales effectiveness start up, later acquired by Convergys Corporation. Prior to WhisperWire, Brian worked in the defense industry delivering virtual reality and visual simulation trainers to the armed forces.
Brian holds a B.S. in Aerospace Engineering from the University of Texas at Austin and M.S. in Industrial Engineering from the University of Alabama at Huntsville.
Dillard Myers has more than 25 years of demonstrated global logistics experience with various governmental and corporate organizations. Prior to Cisco, he held the Marine Corps senior logistics colonel’s position on the West Coast, providing total support to more than 45,000 Marines and sailors. He has had documented success in senior leadership positions, providing vision, focus, and development of supply chain strategies for service organizations having inventories exceeding $5 billion and annual budgets exceeding $700 million.
Currently Dillard leads Cisco’s Global Service Supply Chain organization, supporting more than $8 billion in services revenue globally. He has designed, built, and deployed capabilities to support their customers in 128 countries with 1,100-plus distribution depots.
As the vice president of the technical services division, Frank provides leadership to Compugen’s national technical services team, a group comprised of field technicians, technical specialists, and contact centre representatives. The technical services division helps customers keep their IT environments running with coast to coast, 24 hour, 365 days/year support.
Prior to joining Compugen, Frank served as the vice president of service at Metafore Technologies Inc, responsible for all facets of Metafore’s IT services delivery across Canada. He is an accomplished executive with broad international practice. He has over thirty years of information technology services experience, including senior executive positions with Dell, Apple, and Nortel.
Outside of the office, Frank participates and supports the efforts of multiple charitable organizations across the country. He and his family live north of Toronto and enjoy outdoor activities throughout the year.
Mary Cay Kosten is the senior vice president of EMC customer service and leads a team of more than 8,000 professionals that service EMC’s global customer base. She is responsible for creating and driving EMC's customer service strategy and programs spanning remote support, field service, product installation and repair, proactive maintenance, logistics, repair, escalation, and service account management.
Mary Cay has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining EMC, she was vice president of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun’s support services. At Sun Microsystems, she also served as vice president of customer services for the Americas region and vice president for the Americas Customer Care Center.
Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for “An Outstanding Customer Service Experience,” the TSIA Award for Excellence in Service Operations, and was inducted into the STAR Awards Hall of Fame.
Mary Cay is a 2008 recipient of the Denver Business Journal’s Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the steering committee for TSIA’s Women in Services community of interest.
She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.
Mike Massey is the vice president & general manager of Americas services for Diebold Nixdorf. He is responsible for executing on Diebold Nixdorf's service strategy for field services, managed services, product installation and repair, proactive maintenance, logistics, repair, escalation, remote resolution and service account management.
Mike has extensive experience and success leading field and managed services, especially with companies that have transformed to a service-led model. He has a solid track record of leading services and solutions growth, operational excellence and change leadership with high levels of customer loyalty and employee engagement.
Mike earned a Bachelor of Science in Electrical Engineering from Michigan Technological University and a Masters of Business Administration from Indiana University.
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 masters in strategic management and controlling.
Arnaud Allouche leads Hitachi Vantana's field customer service and support strategy, including delivery excellence, delivery transformation and margin improvements. In this role, he is responsible for driving a globally consistent field service engagement model that spans all geos. His focus is on providing specialized on-site technical leadership support to address complex issues and enable customers to quickly adopt their solutions, and brining more outcome-based value and satisfaction to each customer engagement. He is also responsible for increasing operational efficiencies and driving more revenue growth for Hitachi Vintana.
Arnaud has over 20 years of expertise in IT business services management and enterprise sales. He has proven leadership in developing innovative and forward-thinking strategies, driving successful execution of those strategies, and optimizing change and performance management.
Prior to joining Hitachi Vintana, he held several field leadership positions in EMEA at EMC2 and HP. Allouche earned his master's degree in Finance from Dauphine University in Paris, France.
Mark Colaluca is the vice president, global support delivery Americas, enterprise group, technology services within HP’s Technology Services (TS) business unit. As the leader of this function, his organization is responsible for all enterprise services spare parts operations. This includes logistics, transportation, material sourcing, material repair, material availability, inventory planning and management, customer self-repair, return to HP repair, and parts repair. Also included is HP's software supply chain and spare parts sales business unit.
Mark joined HP in 1984, and has held numerous management and executive positions within customer support services and supply chain operations. He has been in his current role since November 2009. Prior to HP, he served in the United States Air Force.
Mark currently lives in Dallas, Texas, with his wife Sheri, and their two children, Nicholas and Kendall. He is very active in his children’s school and sports teams, coaching and leading special events.
Robert Casey is the vice president for the Global Services Delivery team within HP's Customer Support & Solutions organization. Robert and his team are responsible for developing and implementing WW service delivery strategy for Print and Personal Systems Services.
Robert joined HP in 1987 and has held various positions in the Workstation business. Robert spent 14 years in R&D developing graphics system software. Robert was a senior program manager for 3 years leading new product development. From 2004-2005, Robert was the supply chain director responsible for new product introductions, supply chain development, and OEM customer operations. From 2006-2009, Robert was director of quality and total customer experience, responsible for customer satisfaction, product quality, program management, warranty and support strategy, environmental testing, and regulatory compliance.
Robert was director of strategic programs for HP’s Visual Collaboration business from 2010-2011. From 2011-2014, Robert served as director of quality and customer experience for HP’s Print and Personal Systems business.
Robert has a BS degree in Computer Engineering from The Ohio State University, and an MS degree in Management of Technology from National Technological University.
Robert has been married for 23 years, has 3 children, and resides in Fort Collins, CO. Robert enjoys time with his family skiing, hiking, and playing volleyball and soccer.
Mamali Zarringhalam is the senior vice president of engineering services and customer support at Nikon Precision, Inc. His staff of more than 400 is responsible for all aspects of supporting Nikon’s high-precision photolithography equipment, a critical part of the semiconductor IC manufacturing process at major chip manufacturing companies. His operation performs installation, maintenance, engineering, quality assurance, spares, training, and documentation support functions to meet company’s strategic and customer satisfaction objectives.
Mamali received his Bachelor’s degree in Mechanical Engineering from Purdue University, his Master’s degree in Mechanical Engineering from University of California at Berkeley, and his MBA from University of San Francisco.
Keith Stanback is the vice president of North America systems support services for Oracle Corporation. He is responsible for over 1,100 hardware field service delivery employees and oversees Oracle's Premier Support customer base. He has been in the computer industry for over 30 years and has over 26 years of management experience.
Prior to joining Oracle, Stanback held senior leadership roles at Sun Microsystems, including senior director for the Western and Southern Areas in the United States. He managed Sun's support services business for four different vertical markets. As a senior leader for Sun, Stanback established a reputation of driving revenue and shareholder value while improving Sun's overall customer satisfaction and loyalty.
In 2002, Stanback accepted a two year international assignment in Asia Pacific as the managing director of Sun support services for Australia and New Zealand. Under his leadership the support services business achieved very strong operational performance, record service revenues and record maintenance contract penetration rates. Prior to moving to Sydney, Stanback was director for strategic account services in the United States, where he helped develop, market, and manage the newly enhanced service delivery model that was specifically designed for Sun's top customers around the globe.
Earlier in his career, Stanback held several key senior management roles at Wang Laboratories and Delta Data Systems. As a leader in the Federal Systems Divisions of both companies, he played a big role in winning and managing several multimillion dollar US Federal Government service contracts.
Gary is the vice president of global technical support at Pitney Bowes. His responsibilities include supporting PB's global service organization for their top 2 product divisions, all service product launch activities, level 2 and 3 service support and escalation, and product service profitability.
He has a history of developing and implementing strategies that improve operating efficiencies and the level of customer service and satisfaction. He has success in building and leading strong teams, leading change management initiatives, and improving communications within the company.
His background includes leading service and operation teams in the field and in headquarters for the medical and the office equipment industries with GE, Philips, Neopost, Toshiba and Pitney Bowes.
Gary has a MBA from the Wharton School and an electrical engineering degree from the University of New Hampshire.
Peter Flynn is an astute and seasoned global services and operations executive with over 30 years broad experience across the full spectrum of the services business, and he is currently Axway's SVP global cloud managed services. Axway, the market leader in governing the flow of data, is a global software and services company with more than 11,000 customers in 100 countries empowered with proven solutions that help manage business-critical interactions through the exchange of data flowing across the enterprise, B2B communities, and cloud and mobile devices.
Peter is the ultimate owner of customer satisfaction and financial P&L results for Axway's cloud and managed services businesses around the world. A Brit who lives in Phoenix AZ, Peter joined Axway in 2013 with the charter of doubling the business year over year, and has done so through a focus on collaboration, flexibility, flawless execution, and urgency and responsiveness. Prior to joining Axway, Peter served for five years as VP worldwide customer services at Stratus Technologies.
Mike Adams, Senior Director, leads Cisco's global Cloud and Managed Services (CMS) business. With over 25 years in IT services, Adams brings a broad set of skills and experience earned through leadership roles in nearly every discipline in a technology services business.
Prior to leading Cisco's CMS business, Mike was the interim leader of Cisco's Technical Services in the Americas, where his focus was to ensure delivery excellence to Cisco's customers, collaborate with services sales to enhance intimacy with customers and partners, and accelerate top line growth of the $5B Americas Technical Services business.
Adams is valued for his pragmatic leadership style developed through years of delivery excellence in professional, support and remote managed services. His roles in business development, sales, and product management enhance his delivery excellence and have made him a seasoned general manager.
As the vice president of the professional and managed services divisions, Marty provides leadership to Compugen's national team of consultants, business analysts and professional problem solvers, and helps customers make sure their IT environments are helping their businesses perform better than they expect.
Marty joined Compugen in 1997 as a professional services consultant and has since held a variety of service leadership positions before becoming a member of the executive team in 2011.
Marty has been an active member of Technology Services Industry Association since 2008, and participates in the Innovation Value Institute to develop best practices for IT. He holds a Bachelor of Commerce degree from the University of Alberta. Amongst his many passions outside of work are a love of world travel and unwavering support for the Edmonton Oilers.
Min Wei is senior vice president of operations for Cubic Transportation Systems (CTS) Worldwide and oversees the Worldwide Services and Operations business and Quality. He has been a key contributor in transforming CTS to a fully integrated provider of NextCity systems and services to its transit customers. He is instrumental in driving the company's transformative initiatives include harmonization of services and operations globally, adoption of ITIL practice across the company's business process outsourced business, establishment of global operations center, leveraging public cloud-based platforms and technologies and integration of predictive analytics into operations.
Previously he was senior vice president of financial and business operations and was primarily responsible for leading CTS's business planning, P3 financing strategy and managed various operational oversights in finance, IT, services, and manufacturing & procurement operations. Prior to that he was vice president of Commercial Services and was responsible for major commercial initiatives in assessing and supporting CTS’s open payment solutions, SaaS business model and new revenue streams.
Before joining CTS, Min was the divisional chief financial officer for ERG's Worldwide Operating Division and then vice president of Finance at ERG Transit Systems from 2003 to 2009. Previously he held various executive finance management positions in telecommunications and high-tech businesses.
Min received a Master's degree with an emphasis in Finance, Banking, and International Business from the University of San Francisco and a Bachelor's degree in Economics from the University of International Business & Economics in Beijing.
Charlotte Baker, is an entrepreneur who co-founded Digital Hands in 2001, following other technology ventures, one in which she raised $155 million to launch. Digital Hands' proficiency is managed IT security services, with 100% onshore delivery, supporting clients in both the enterprise and public sectors. Under Baker's leadership, Digital Hands gained national recognition, in 2008, as the winner of the Service & Support Professionals Association (SSPA) Star Award for "Service Excellence - Integrated Services" and for "Best Customer Commitment" in 2009. In 2011, Digital Hands was awarded the Technology Services Industry Association (TSIA) Award for "Service Excellence in Complex Applications Support" and in 2013, won the excellence award for "Innovation in the Delivery of Managed Services".
Baker has been the recipient of numerous personal accolades. She was named one of the Gulf Coast Business Review's "50 Most Powerful People on the Gulf Coast" and awarded the "Lifetime Achievement Award" from eWomenNetwork. Other recognitions include CEO Magazine's "CEO of the Year" distinction and the Tampa Bay Business Journal's "Business Woman of the Year in Technology." In 2008, Baker was a Stevie Awards finalist for leading the "Best Overall Company of the Year" and went on to win a Stevie Award in 2009 for "Community Involvement Program of the Year". In 2014, Baker received the WIPP AT&T Innovator of the Year Award.
Baker is a frequent guest speaker on topics such as building entrepreneurial companies, advocacy of women in technology, and raising awareness of cyber security threats. Currently, Baker serves on the advisory board for TSIA's Managed Services discipline, on the Education Foundation Board of WIPP (Women Impacting Public Policy), and on the Board of Trustees for the University of Tampa. She has held officer positions for the Tampa Bay Technology Forum and was one of the founding board members of this organization. Baker also launched Start-Up Young America, a non-profit designed to inspire children to be the next generation of entrepreneurs by experimenting with micro business plans that culminate in a hands-on annual sales forum.
Charlotte Baker earned a Master of Business Administration degree from Darden and a Bachelor of Science degree in Commerce with dual concentrations in MIS and Marketing from the University of Virginia's McIntire School of Commerce.
Trent is the worldwide director responsible for HP’s Managed Print Service portfolio and service alliances. Trent has been instrumental in building and growing HP’s current Managed Print Service business as well as creating new business segments for areas such as multi-vendor services and partner solutions. He has been in the IT service industry nearly 24 years and has held executive positions within field services, managed services and professional services. His executives roles have covered various disciplines, including business planning & strategy, WW operations and service alliances, portfolio management and development, and business development and marketing.
Trent received a CPD from University of Pennsylvania (The Wharton School), a Bachelors of Business Administration from Boise State University and an Associate of Arts and Science from Brigham Young University in Idaho.
Diana Gibson serves as a general manager in the Enterprise Services organization at Microsoft, responsible for the Cloud Vantage Services business, focused on assisting customers in their transformation to the Microsoft Public Cloud. Her team is responsible for the services strategy, roadmap, and IP for the solution portfolio required for delivering managed lifecycle, managed deployment and managed support services. These services are designed to help ensure Microsoft customers successfully onboard to the Microsoft Public Cloud, and further realize the value of their investment.
Diana has over 30 years of leadership experience in the software, services, and information technology industries. Prior to joining Microsoft, she held several senior leadership roles leading and developing high performance global consulting and Information Technology organizations across multiple companies.
Bob McDermott leads Optanix's Channel Sales Operations team. He has over 25 years of leadership experience delivering transformational solutions in the managed services, communications, and convergence sectors. He is an expert in building and maintaining strategic relationships. In this role, he responsible for maximizing partner and customer satisfaction and collaboration while orchestrating sales growth and profitability.
Prior to joining Optanix, Bob was a senior vice president at ShoreGroup where he built a highly successful contact center practice leading its sales and operations teams. Bob has also held operational management and technology positions at Prudential Financial, Merrill Lynch, MetLife and Prudential Securities.
Bob holds a MBA in Finance and Certificate in International Business from Seton Hall University and an undergraduate degree in Business Administration from King’s College, in Pennsylvania.
Sanjay Verma is the divisional vice president of strategic planning and global initiatives at PTC. He is responsible for growing the Cloud Services business for PTC.
PTC is the leader in product lifecycle management and IoT. PTC is now making a pivot to take its business into the Cloud.
Sanjay is based out of the headquarters in Needham, Massachusetts. He also serves as on the board of a number of companies and charitable organizations.
Ed Nalbandian is a veteran of over thirty years in the managed services business, playing a variety of roles and running businesses of many sizes.
He spent the first thirteen years of his career in IBM's managed services business, starting in 1982 with IBM's new Information Network division. He parlayed both sales and product management roles to become a key executive who, within a few short years, helped to transform it into the IBM Global Network, an industry leader in managed services.
He was recruited by AT&T in 1995 to start and lead Managed Network Solutions, a new business AT&T was creating. Under his leadership, the unit achieved unprecedented growth and profitability as was recognized as the industry leader from a market share and client satisfaction standpoint. By 1999, the organization was over $500m with over 1,400 employees.
He started his own managed and professional services company called AimNet Solutions in 2000. He grew it from its small beginnings to become an industry leader in remote managed services, with over 600 clients and 150 employees, as well as broad recognition as a leading independent Managed Services Provider (MSP).
He sold the business to Cognizant in 2008, where he became the head of their IT Infrastructure Services business. At Cognizant he engineered a major restructuring of the business and drove 150% increase in revenue over the two years and led analysts to recognize the company as a tier one infrastructure provider.
He came to Avaya in 2008 to run Avaya's managed services business called Avaya Operations Services. He led a dramatic transformation of the business, taking a declining revenue stream to a robust 25% growth business. Avaya's turnaround in managed services was fueled by its innovative “private cloud”: outsourcing model based on a global delivery model and platform infrastructure.
In 2014 he started Enabling Managed Services; an eleven person consulting company focused on helping IT vendors of all varieties maximize their managed services results. Also in 2014, he authored The Managed Services Playbook: A Guide to Running Successful Managed Services and Cloud Businesses, a highly acclaimed book among IT experts in the industry. EMS was acquired by SPS in October of 2016, where he is now CEO.
Ed is a 1982 graduate of the University of North Carolina, Chapel Hill with a BA in Economics. He has been married for twenty six years to his wife Tracy and has two children Kellie, 22, and Eric, 19.
Chris Yousey is the vice president of the Global IT Solutions division at Verizon Enterprise Solutions. Chris is responsible for product management and marketing for the organization’s managed services, networking, business communications, cloud, data center and security products and services. This broad array of enterprise solutions center on Verizon’s most advanced networks and is used by 99 percent of the Fortune 1,000. J.D. Power recently ranked Verizon Enterprise Solutions highest in customer satisfaction for large enterprise wireline services in the U.S.
Chris has more than 20 years experience collaborating with large global enterprises and governments leading strategy, business development, product and operations. Before joining Verizon, Chris led worldwide operations for Avaya Global Services. He previously was a partner in the communications and high tech practice at Accenture specializing in innovation and business transformation. This deep and varied industry experience gives Chris a unique global perspective and demonstrated success uncovering new revenue and margin improvement opportunities.
Chris earned his Bachelors Degree from Union College specializing in Computer Science, Economics and Math. He is active on social media providing thoughts and opinions on everything from digital transformation to the Internet of things to enterprise networking to youth sports.
Peter Lacoste is the vice president of the Managed Services business at Virtustream. He is responsible for setting the strategy, driving execution, and creating best practices for Virtustream Managed Services globally. Through his leadership of the Virtustream Managed Services business, he brings together the combined value of EMC and Virtustream's products and services to help organizations drive business value through IT innovation with a focus on exceptional total customer experience, world's leading enterprise cloud technology and application services solutions.
Since joining EMC in 1997, he has held multiple senior leadership roles in Global Services, including leading the EMC Global Services organization in the Asia Pacific/Japan (APJ) region, with overall responsibility for EMC's professional and support services teams. In this role, he was also responsible for various strategic initiatives including the development of Six Sigma and client care in APJ.
Prior to EMC, Lacoste began his professional career through various roles at IT Services companies including tenure at Hitachi Data Systems.
He holds a Master's degree in Technology Management from the University of Queensland, Australia.
Carlos Mazon is a senior executive with extensive experience in the Information Technology (IT) business across different areas like sales and services delivery in multinational companies (Westcon Group, Oracle, Sun Microsystems, StorageTek, Hitachi Data Systems).
Carlos has a proven track record of people management, driving business growth, achieving high level of customer satisfaction, enabling and leading change across the organization, building high-performance teams, and engaging people to maximize results. He has good communication and motivational skills, is a results-oriented person, and is always open to face new challenges. Carlos is a strong believer in the power of the team and the multiplier factor result of leading people in the right direction with a common objective.
He has a high level of executive customers and partner relationships, as well as a strong contact network at top accounts acquired through his more than 25 years of experience in the IT business in general and "leading edge" technologies companies in particular. This network enables him to negotiate on the highest organizational levels both internally as well as externally to customers.
Carlos puts a strong emphasis on strategic thinking, strategic business planning, and is especially focused in the execution of the business plan.
David leads Autodesk's Worldwide Consulting Services organization. In this role, he is responsible for developing the strategy as well as overseeing the execution of consulting services that ensure customers adopt solutions built on Autodesk technology and enjoy the maximum return on their investment.
David has been in the technology services business for over 20 years. Previously he led worldwide professional services at Aspen Technology. Prior to Aspen, he spent 14 years at PTC within the consulting organization, where he held a variety of international senior leadership roles.
David holds a BS in Mechanical Engineering from Western New England University as well as an MS in Engineering Management from the University of Bridgeport. David, along with his wife Jayne, currently reside in the Boston area and spend as much time as they can in their cottage in the Brecon Beacons National Park in Wales.
Oleg Figlin is the vice president of international consulting at Blackboard Inc. where he is responsible for professional services and managed hosting business in LAC, EMEA and APAC regions. Since joining Blackboard at the beginning of 2015, Oleg established strategy, processes, innovative services portfolio and focused on enabling partners, which contributed to tripling services sales, doubling services revenue and delivering impressive margins. Oleg is a visionary entrepreneur leveraging his commercial and technical expertise by working in partnership with global clients to deliver step change and create value through thoughtful but agile decision-making, assertive and calculated risk taking and innovation. He is highly-motivated and skilled at working in dynamic and multicultural environments with continuous change.
Prior to Blackboard, Oleg spent 14 years with SAP where he held various positions in product development, pre-sales and consulting. In his most recent post, he managed a global team focusing on innovating and transforming the SAP Services organization from selling resources to selling and delivering outcome-based, “pre-packaged” services on premise and on cloud. Oleg lives in London, UK with his wife, daughter, and son and enjoys photography, travelling, skiing, cycling and spending time with his family.
As the vice president of the CA Technologies North America Professional Services and Education team, Mark Hounslow is responsible for delivering innovative solutions and education to CA Services' customers, covering the full range of CA's mainframe and distributed IT management, DevOps, project portfolio, and security software. In this role, Mark focuses on ensuring that his team delivers quick and lasting value to CA customers through consultation on meeting their business objectives, efficient implementations, knowledge transfer and education that ensure customer adoption.
Mark's career in IT professional services spans more than 25 years. An experienced services professional with a broad skill set and proven track record of growing business, Mark has been instrumental in driving new operating models that meet the ever-changing demands of customers. From 2005-2012, Mark held leadership roles at CA Services in its global practice supporting multiple practice disciplines. After that, Mark was responsible for services, support and customer success at a rapidly growing SaaS-based company. He then was at HP Enterprise Services as director of software professional services for eastern North America before rejoining CA in 2016.
Caralyn Brace is a senior executive in Cisco’s Advanced Services organization with more than 25 years of technology leadership experience. Her expertise in orchestrating complex business and technology transformation initiatives for Fortune 500 companies consistently achieves measurable business outcomes for her clients.
In her current role, Caralyn leads a global business team focused on driving market growth by enabling Cisco’s global partner ecosystem to leverage Advanced Services capabilities in their solution offerings. She manages the strategy and implementation of initiatives designed to help customers meet their business objectives in collaboration with partners.
Previously, Caralyn led the Advanced Services business in the Americas. Her organization directed a P&L exceeding $1B covering US Enterprise, US Commercial, Canada, Latin America and services delivery in Cisco’s largest Global Enterprise accounts.
Prior to joining Cisco, Caralyn led the sell-through and sell-to business for Unisys products and technology services in North America, including Unisys’ partner channel. She also served in successive leadership positions with Computer Sciences Corporation. Throughout her career, putting the customer first has been the guiding principle in Caralyn’s executive leadership approach.
Caralyn lives near Charlotte, North Carolina, with her husband and daughter. She is passionate about mentoring, and serving organizations that inspire and enable underprivileged youth to reach their full potential. She also volunteers on advisory boards of organizations with similar goals. Caralyn has a bachelor’s degree from Lake Forest College and a Master of Business Leadership degree from Georgetown University.
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.
David Sawatzky currently serves as vice president and chief client officer for the IBM Watson Customer Engagement, Watson IoT & Education Lab Services unit. In this role, he leads IBM's software services, product support, client success and cloud implantation practice to ensure a successful client experience. Dave leads a global team of almost 2,000 resources dedicated to the health of our client deployments.
Dave has been with IBM for over 20 years. In addition to his current role, he has held a variety of global executive roles over IBM software education, premium support, industry solutions support, and industry solutions software services. He has also been in leadership roles in the operations and finance disciplines.
While not traveling to meet with clients, Dave lives in Raleigh, NC with his wife Jill and two daughters (as well as two retrievers). Dave holds a MBA from Virginia Tech and BA from GWU. He enjoys cycling, running, golfing, and reading.
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.
An industry veteran and a leader in companies such as Mavenlink, Accenture, 170 Systems, and Kofax, Chris Scalia brings more than 25 years of expertise and best practices in professional services.
Currently, Chris is the senior vice president of professional services at Mavenlink, where he is responsible for leading the team and strategy to deliver Mavenlink products and services, enabling clients to become higher-performing businesses. His Client Experience organization is comprised of closely integrated Professional Services, Client Success, Support, and Training teams, responsible for driving successful outcomes across the entire client lifecycle.
Prior to Mavenlink, Chris was the senior vice president of implementation services at ACI Worldwide, a $1B payments software company, where he built the services strategy and led a global team of more than 600 employees and partners. He has also built the Customer Success and Strategic Partner organization for 170 Systems (acquired by Kofax, Inc.), and has been responsible for driving the strategy for Kofax’s (acquired by Lexmark) global Professional Services and Educational Services teams.
Chris received his Bachelor of Science degrees in Business Economics and Organizational Behavior and Management from Brown University.
Michael Garrett is the global vice president and general manager of the HPE Software Services organization which provides world class services and educational capabilities to maximize the HPE Software portfolio for customers and partners. The Software Services organization works with customers to deliver the new style of business by leading strategy, design, implementation, education and ongoing management in the areas of cloud, automation, DevOps, IT management, application delivery management, big data and security.
Michael joined HP as part of the Services business following the HP/Compaq merger, leading sales and practices for the finance industry before taking over sales for the consulting and Integration business unit cross industry. Following this, Michael moved to the HP Software division taking responsibility for the end to end services business in UK&I. Since then, Michael has held leadership roles at country, regional and WW levels.
Prior to HPE, Michael held sales, pre-sales, and consulting positions at The Innovation Group, Oracle, and Siemens. With over 20 years of experience in the IT industry, Michael leverages his expertise to strongly align and execute across the HPE business.
Kristin Johnsen, general manager of the Global Delivery and Operations team for the WW services business, oversees the operations infrastructure and consulting resources that deliver globally for the Microsoft Consulting Services business. Creating a scalable infrastructure for the growth of the services business is core to Microsoft's strategy of ensuring we use the services to enhance customer’s deployment and use of Microsoft’s products. Kristin also ensures the provision high-talent consulting resources in India and specialist consultants at corporate to expand the range of consulting options Microsoft customers.
Prior to joining services, she led the Security Outreach team in Microsoft's Security Technology unit. This team is responsible for driving security outreach and educational programs across all customer audiences—from consumers to developers to IT pros. This includes developing and distributing technical security guidance, information about security best practices, targeted training, supportive tools, security bulletins and advisories, and global outreach to help customers have a more secure environment. Additionally, Kristin and her team worked to consistently improve Microsoft’s customers’ experience while demonstrating the company’s commitment to helping keep its customers safe online.
She joined Microsoft in July 2003 as chief of staff for Mike Nash, corporate vice president of the STU, helping to propel business processes and strategy for the 1,000-person organization. In this role, she has also led the post merger integration process for security acquisitions by STU. Previously, she served as chief executive officer of Zkey, an identity management technology company, and as an associate partner at the consulting firm McKinsey & Co. At McKinsey, she was a leader of the Industrial Services practice and specialized in turnaround and post-merger integration situations.
Kristin holds a Bachelor of Science degree with honors in Industrial Engineering and Operations Research from the University of California at Berkeley and a Master’s degree in Management with distinction from the JL Kellogg Graduate School of Management at Northwestern University. She was also a member of the women’s crew team at UC Berkeley, which she helped to win a national championship. She resides in Bellevue, WA, with her husband and their two sons. Her outside interests include serving in the parent-teacher association at her children’s school and volunteering in their classrooms.
Gregory Marchwinski has been in the technology and services business for over 32 years. He joined Palo Alto Networks in January of 2016 to lead the Global Professional Services organization. Prior to Palo Alto Networks, Gregory ran Global Professional Services at Juniper Networks for 5.5 years. In that role, Gregory drove an organizational transformation into a practice-centric design focused on delivering highly-skilled planning, design and implementation services for Juniper's customers. Gregory has also helped champion the Partner Professional Services program with the Juniper Networks Partner organization.
Prior to Palo Alto Networks, Gregory also held a variety a senior technology leadership positions at AT&T, Sun Microsystems, and has help lead 3 different startups throughout his career including one as founder. He was also the chief technology officer for a Newsmax Media, a news publication and media company.
Gregory holds a BS Applied Mathematics/Computer Science from Carnegie-Mellon University and an MBA from Rollins College. He lives in the Orlando, FL area with his spouse Ruth, 2 Old English Sheepdogs and has 3 adult children living in various cities across the USA.
Joel Hofman is the global vice president of professional services and technical education at Riverbed Technology, where he has been since 2005. He is responsible for the strategy, sales, development, operations, and delivery of lifecycle services that allow customers to maximize the value of their investment in Riverbed products and solutions.
He is an experienced leader in managing professional services and education organizations with hundreds of team members around the world. Combined with a focus on systems thinking, organizational structure, and building for scale, he has helped navigate business transforms across a number of charters including strategic and margin focused.
Previously, Hofman held a number of roles within Riverbed, most recently as the vice president of professional services for the Americas. Prior to Riverbed, he held roles in consulting and network services at Sumitomo Mitsui Banking Corporation. Hofman earned a Bachelor’s degree in Technology & Information Management from New York University.
As the regional head of the Digital Business Services organization, Todd Crandall is responsible for the premium engagements and successful delivery of customer transformations throughout the United States and Canada, across 25 industries, and for all SAP solutions. Under his leadership, industry experts deliver and support end to end customer business outcomes that drive innovation and growth in the digital economy.
Immediately prior to joining SAP in 2016, Todd was executive vice president of HCL Technologies' Vertical Solutions division. In this global role, he managed the services portfolio across the oil and gas, utilities, travel transportation, logistics, and aerospace and defense industries, and was instrumental in the organization's year over year, double-digit growth rates.
Todd has also held strategic customer engagement, sales, and leadership roles at a number of tech-centric firms including Axon Solutions (acquired by HCL in 2011), TUI Consulting, and ea consulting, Inc. Early in his career, he co-founded and sold an Internet start-up that leveraged e-commerce technology.
A graduate of Brigham Young University in Provo, Utah, Todd holds a bachelor's of science in business management.
Matt Stepanski serves as the Vice President of VMware's Worldwide Professional Services business. A veteran of the IT Industry for over twenty years, Matt has performed a wide range of roles across Sales, Services and Operations; having spent the last seven years pioneering the development of Innovative Services & Solutions to meet VMware's customers evolving business and technology needs.
Charles Braud leads Global Sales Enablement and Partner Program, which encompasses pre-sales, strategic sales development, partner program, service offer, and management of global partners with a focus on supporting the worldwide Alcatel-Lucent Enterprise Sales organization.
Charles has 21 years of service with Alcatel-Lucent having worked for the company in two long stints. From 1981 to 1991, he worked in various marketing and managerial positions in Alcatel Data Systems France. Since 2000, he has worked in the Enterprise Business Group holding strategic sales-related positions like vice president for France and AMEA, vice president sales operations and channels management, then vice president of the Office Solutions Group and most recently as vice president in charge of managed services and service offer.
Between his two terms at Alcatel-Lucent, Charles held top managerial positions in the enterprise networking division at Nortel Networks Europe, and served as managing director of the French subsidiary of Top Log International, a software distribution and service company.
Roger is a senior sales and business development professional with more than 30 years of management experience providing high level strategic planning, operational, technical and creative direction and support for high tech sales organizations. He is known for recognizing and developing talent and opportunities, the ability to motivate vision into reality, mission into action, and philosophy into practice.
Roger has successfully led maintenance sales organizations at several Fortune 500 companies including SAP, Business Objects, and BAE Systems, with revenue responsibility exceeding $3.0B. Roger has established innovative sales methodologies and implemented and directed the extensive balancing of resources by effectively partnering with internal sales organizations and leveraging Service Source International.
In his current role at BMC, Roger is responsible for global maintenance support sales in the Enterprise Solution Organization. His global team works in close collaboration with field account teams to secure on time maintenance renewal investments that align with new license sales opportunities offering increased customer value through the expansion of BMC solutions.
Roger holds a Bachelor of Science Degree in Business Administration from California Polytechnic State University, San Luis Obispo, where he graduated with honors.
Chris began his career with Apple as an education account manager based in Austin, TX and Northern California (1993-1998).
Chris joined Cisco in 1999 as an enterprise account manager for public sector for Northern California based in San Francisco.
In 2001, Chris wore multiple hats at Sequoia Capital-backed start-up Turin Networks in Petaluma, CA (Acquired by Force10 Networks/Dell) followed by product management roles with Advanced Fibre Communications (acquired by Tellabs).
Chris re-joined Cisco in 2007 as a product management leader for the Enterprise access routing portfolio. From 2008-2009 Chris was on a long-term international assignment based in Beijing building the Enterprise routing business in China with localized products, offers and go-to-market programs.
After his return to San Jose, Chris joined the Service Provider Networking Group focused on OEM and M&A work along with global product management responsibilities for Cisco's edge routing portfolio, including the ASR 9000.
Chris joined Technical Services in 2012.
Today Chris leads the Technical Services Product Management team and Portfolio. The team defines, prices and manages Cisco's TS offer portfolio across all of Cisco HW and SW products. FY'17 revenues for the TS portfolio were $10 billion.
He holds an M.S. in Technology Commercialization from the University of Texas at Austin.
Chris lives with his wife and two daughters in San Ramon, California.
Bill Keefe is the vice president of global renewal sales for EMC. Bill leads a Global Sales organization responsible for a $2B recurring revenue stream made up of maintenance renewals services and education services.
Bill provides leadership and strategic direction for the Global Sales team. Bill has integrated three WW theater-based sales teams into a standardized process and consistent utilization of tools. He has developed a performance based culture, striving for industry best practices in sales readiness and productivity. Bill has been a leader in tools process and performance management while growing the business greater than 20%. This position leverages Bill's unique combination of sales skills, management and customer knowledge gained from experience at a number of large technology companies.
Bill has over thirty years of experience in the technology industry driving Sales teams at HP, Compaq, Digital and NEC.
Dilip Kumar was appointed group executive, systems integration services in 2013. In his role, Dilip is responsible for growing Dimension Data's services business and leads a global team that designs, develops and delivers IT services for Dimension Data's clients at every stage of their digital infrastructure transformation journey.
Dilip joined Dimension Data in 1999 as the regional director of India and the sub-continent. Under his stewardship, Dimension Data India (formerly known as Datacraft India) became the top systems integrator in the Indian networking industry and grew to become one of the most profitable companies in the group. He was then appointed as chief operating officer of Dimension Data Asia Pacific group operations in 2005 with responsibility for the general management of Dimension Data Asia Pacific Group's operations, and for directing the group's business activities to ensure continued growth and profitability. He was responsible for achieving the group's financial targets and growing its market leadership in APAC.
Prior to joining Dimension Data, Dilip held several management positions at Crompton Greaves India and has over 25 years of IT industry experience.
Rob Rosa is responsible for Extreme Network's worldwide 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 lead the Services Channels team in conjunction with Service Sales, and 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 president 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.
Hank Stokbroekx is the vice president of Huawei Enterprise global technical support. His key responsibility is service marketing, for which he is based at the Huawei HQ in Shenzhen. His team is responsible for analyzing the market trends, customer and partner requirements and competitive analysis. The results are translate into service products and portfolio and then brought to market. The services are promoted by the team through online and offline media, events and internal communication. As an expert in the IT service industry his knowledge and experience is frequently called upon in other parts of the service organization.
Hank joined Huawei in 2011 after working for over 20 years in the networking services industry. Initially, he helped build the Huawei Enterprise service business in Western Europe, and in 2012 took over responsibility for the Service Marketing organization in HQ. Hank frequently meets with customers, partners, analysts and other experts to understand their needs and perspectives and to share his view on the future of the ICT service industry.
Hank started his professional career in 1990 at a Networking Systems Integrator in the Netherlands. He joined Cisco Systems in 1994 where he worked for over 15 years in the services organization in various leadership positions. He has held positions in service delivery, product management, marketing and sales both in Europe and in Cisco's headquarters in California.
As senior vice president, John heads up both Infor’s global SaaS/Maintenance Renewal business and License Management business.
John joined Infor in 2002, and has held several positions in the organization ranging from operational, product related, to field/customer facing roles. Over his 15 years with Infor he has been an integral part of the company’s growth and transformation from $100M to nearly $3B in annual revenue.
Prior to Infor, John worked for other software companies, of which some have become part of Infor over the years. Having held a variety of roles his background includes extensive experience in field sales and consulting/professional services relating to the automotive Industry.
Joe Bowers is the WW director of support and training sales for the World Trade division of Mentor, a Siemens Company. Mentor is an industry leader in electronic design automation, providing software and hardware design solutions that help engineers around the world conquer design challenges in the increasingly complex worlds of board and chip design.
As a sales leader at Mentor, Joe manages the global support and training sales teams across a wide product portfolio. His primary focus is revenue generation through customer retention and cross selling of services. Additional focus for Joe's organization is on uncovering and closing customer upgrades and adds on business to the benefit of Mentor.
Joe has 17 years' experience in selling software, support and training with a focus on customer satisfaction and revenue growth. Previous to joining Mentor, Joe worked at IBM in the Global Services division.
Daniel Timmer has served as the senior director of support sales for the EMEA region in Hewlett Packard Enterprise Software since 2013. In this role he is responsible for the software support and maintenance revenues, renewal orders and upsell to the value-added services portfolio (FlexCare), leading Field Sales, Inside Sales, Contract Operations, Customer Advocacy, and Business Development teams. Previously, from 2010 to 2012, Daniel was the director of software support sales for the Americas region, successfully growing the support and maintenance revenues, achieving the corporate budgets and improving the key metrics.
Daniel has been working 20 years in Hewlett Packard with regional leadership positions in Sales, Operations, Customer Advocacy, Business Development, and Finance, working out of several countries namely The Netherlands, Germany, USA and Norway. Daniel holds a Masters degree in Business Economics from the University of Amsterdam, The Netherlands.
Jens Bernotat is Global Vice President Support Portfolio at SAP. He is responsible for strategic and operational Portfolio Management for all of SAP’s Support offerings, including offering portfolio and scoping, pricing and commercials, and Go-To-Market/Marketing. In this role Bernotat utilizes market best practices and drives global processes to ensure maximum customer success and satisfaction driven by the value from the world-class SAP support offerings.
Prior to his current role, Bernotat was Vice President in SAPs Corporate Strategy Group. Here, he drove critical strategic projects for SAP to enable profitable growth through new SW product, Support and Service programs.
Bernotat joined SAP in 2007, formerly being Head of IT Consulting MidWest Germany with CapGemini sd&m. Prior to that, he was an Associate Principal with McKinsey & Company, where he specialized in IT Strategy and Management as well as Professional Services and Outsourcing for both users and providers of IT.
Bernotat holds two master degrees, in business management and in computer sciences, from Technical University of Berlin, Germany.
Mike Pring is the VP of customer support for the Schneider Electric Global Solutions Software business. His global team is responsible for all aspects of technical support, technical training and customer support programs, and support more than 8,000 customer sites worldwide.
Prior to his current role in Schneider Electric, Mike was VP of customer support for the Invensys Software business, prior to the acquisition of Invensys by Schneider Electric in January 2014. Mike has held a number of leadership roles in customer support, quality assurance and system testing over a 20 year career with Invensys, Simulation Sciences, and Wonderware Corporation.
Mike has been involved in software development, process control and industrial automation for 35+ years, including 10 years with Exxon Corporation in Europe. Mike has a Master’s Degree in Chemical Engineering from the University of Bradford in the UK, and now resides in Southern California.
Renee DeMay is vice president, worldwide customer excellence at ANSYS. ANSYS helps the world's most innovative companies deliver radically better products to their customers, by offering the best and broadest portfolio of engineering simulation software. ANSYS helps them solve the most complex design challenges and engineer products limited only by imagination.
DeMay is responsible for more than 650 team members across the globe ensuring customer satisfaction and adoption of ANSYS technology to meet the customer's business initiatives. Pre-sales, technical support, customer training, and consulting are the 4 main pillars of this group. Renee joined ANSYS in October 2014 bringing a solid background building highly effective teams within global software companies. She has spent the previous fourteen years in a variety of senior management roles within Consulting, Training, and Professional Services Operations at PTC and IBM.
Renee holds a Bachelor of Science degree in Business Logistics from the Pennsylvania State University.
Lloyd Howlett is the vice president of support and customer 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, Lloyd manages the client support, content management, education services and product implementation 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 2009-2015, along with Excellence in Support Services in 2011 for small to mid-sized companies.
Prior to Corptax, Lloyd 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. He is also a member of the Institute of Management Accountants. He holds a B.S. in Accounting from the University of Kentucky. Lloyd became a CPA in 1983 and a CMA in 1991.
Jim Roth serves as senior vice president of services IT. In this role, he is responsible for worldwide design, development and marketing of Dell support and deployment services including consulting, deployment, education and ProSupport.
Prior to joining Dell in 2002, Jim worked in software product management at a startup and as an associate in the Operations Management Group at Booz Allen.
Jim holds dual Bachelor's degrees in Manufacturing and Industrial Engineering and a Master's degree in Industrial Engineering from Northwestern University. He also earned a Master's degree in Management from the Stanford University Graduate School of Business.
A native of Chicago, Illinois, he is an avid Cubs and Bears fan and enjoys running and playing golf. Jim currently lives in Austin, Texas with his wife Katy, 8-year-old son Chase and 4-year-old triplets, Alex, Robert, and Elizabeth.
James "Mac" McAnally is vice president of the Global Support Delivery Customer Solution Center for Hewlett-Packard. In his current role, Mac oversees the strategic direction, business operation, and employee experience of 5,000 technical support engineers who handle over three million customer events each year.
Previously, Mac led the On-Site Support team for the Americas, including Brazil, Canada, Mexico, MCA (Multi-Country Area) and the United States. In earlier roles ranging across a 30-year career, Mac led the start-up of the Costa Rica Global Solution Center and managed the Americas Value Solution Center, the Mission Critical Solution Center, and the TS Account Management Program. In addition, he created and managed the Field Support Engineering team and also held positions of responsibility in Services Sales.
His unwavering focus on the customer has led to the development of innovative programs designed to improve the customer experience, build partnerships, and create Customers for Life. McAnally holds a degree in Electrical Engineering and is passionate about building a learning culture in his organization.
Ansa Sekharan is executive vice president of Informatica's Global Customer Support and Informatica University, where he is responsible for establishing Informatica as a trusted partner for customers worldwide by ensuring their success with Informatica's products. Additionally Ansa leads Informatica’s Education Services division, with a focus on role-based training programs to ensure organization gets the most out of investment in Informatica products.
Ansa was an early employee at Informatica starting in 1996. During his tenure, Informatica has received prestigious industry awards recognizing its support services, including being ranked number one in customer loyalty in the data integration enterprise software sector for ten years in a row. Prior to joining Informatica, Ansa was a veteran of Sybase, where he held numerous customer services roles.
He graduated with honors from the University of Tulsa, where he earned a Master's degree in Computer Science. He also holds a Bachelor of Science degree in Computer Science from The National Institute of Technology, India.
Aileen Allkins joined Microsoft in February 2016 as corporate vice president of customer service and support (CSS). CSS is on the frontline for customers and partners, providing support for all Microsoft products, services, and devices, through billions of support interactions each year.
Aileen was most recently vice president of worldwide customer support at Hewlett Packard Enterprise, where she successfully spearheaded programs that resulted in a substantial increase in customer satisfaction, contract renewals and reduced case backlog and escalations. In addition, employee engagement ratings for her team improved and attrition declined as more robust training was put in place.
Passionate about delivering great support and customer care, Aileen has for over 25 years led technical support delivery and support sales at country, regional, and worldwide levels. Before joining Hewlett Packard (HP) in 2006, Aileen held leadership positions on the Customer Support teams at Peregrine Systems and Onyx Software.
A champion for workplace diversity, Aileen was recognized in 2013 as one of the United Kingdom's Influential Women in IT, which specifically called out her contributions on HP's Executive Board for Diversity and Inclusion, and the leader of HP UK's Women's network. In addition, Aileen is a member of the Service Revenue Generation Board for the Technology Services Industry Association (TSIA).
Originally from Glasgow, Scotland, Aileen currently lives in Bellevue, WA. In her free time, she enjoys keeping fit and the occasional horseback ride.
Steve Blaz is vice president of global customer support for Palo Alto Networks. Steve has global responsibility overseeing the technical support delivery organization, scaling the organization, and ensuring customer success and positive outcomes with their enterprise security platform and products.
Steve has over 25 years of senior management level experience with a sweet spot in service, support, service supply chain, and customer success. He has helped build several of the best in class and most respected Service and Support organizations in high tech, including Cisco, Juniper Networks, and NetApp. His roles have ranged from support strategy to delivery.
Steve was also president and CEO of Steve Blaz and Associates, a service transformation firm. His company focused on providing high level strategic consulting and operational expertise to service, support, and operations executives.
He believes in a "Customer In" approach in everything he does. Customer success is the key to growth and the driving force that keeps teams interested, motivated, and empowered.
Atul Nanda is the chief support officer at Salesforce and joined the company in June 2008. He has led the growth and transformation of the global support organization as it scaled rapidly in order to meet tremendous growth, defining what it means to provide support in the Cloud, of which he is considered an expert. Prior to Salesforce, Atul held various Support leadership roles at SAP Business Objects, ACS, and Ross Systems. He is skilled in building and leading fast-paced global Support organizations and also has a tremendous amount of experience in the area of Support outsourcing.
Atul has a Bachelors degree from the University of Bombay and an MBA from Gonzaga University in Spokane, WA.
Anker Eriksen is head of global support for SimCorp, where his task is to transform the support through globalization and modernization to meet expanding client expectations through 24/7 support. Anker works to make sure that the support organization is on a continuously journey towards working smarter by utilizing the global capabilities and new technologies in an optimal way to the benefit of all SimCorp clients.
Anker has held multiple leadership roles in his 22 years in the IT industry working primarily for larger corporations (Philips, Maersk, IBM & CSC) where he has grown into an expert within fields such as management, support, outsourcing, optimization, change management, and offshoring. Anker holds an executive MBA (Master in Management of Technology) from the Technical University of Denmark (2003).
William H. Snyder serves as the director of professional services for Bayer Radiology, which is part of Bayer's Pharmaceuticals Division. In his role, he leads an organization that is accountable for delivering implementation, clinical, customer success, and support services across the organization's informatics customer base in the United States. He has in excess of 25 years of experience, with a significant time spent in both finance and commercial roles. William's former employers include Deloitte as well as the Pittsburgh Penguins. He earned his Bachelor's degree in Accounting from Westminster College, in Pennsylvania, and his MBA from the University of Pittsburgh.
Bayer, which employs over 100,000 employees, is a Life Science company with a more than 150-year history and core competencies in the areas of healthcare and agriculture.
Rick Gary serves as the executive director of support for McKesson Diagnostic Imaging. In this role, he oversees the global support P&L, strategy, and operations for radiology and cardiology products including PACS, RIS, VNA, hemodynamic, and cardiovascular information systems.
Prior to joining McKesson, Gary was at Carestream Health. His last position at Carestream was director, worldwide business operations, where he was responsible for implementing a global CRM, quoting, and compensation system in addition to managing the digital medical imaging forecasting process. Prior to that, he was VP of customer care (Divisional) for the Americas region in the Healthcare Information Solutions business where he was responsible for all customer care operations and providing oversight to global remote support initiatives.
Prior to Carestream Health, Gary was with Eastman Kodak for 27 years where he held various support management positions including support engineering, worldwide product management, and operations supporting copiers, consumer products, photo kiosks, and health care IT.
Gary holds a Bachelor’s degree in Biology from St. John Fisher College and an MBA from Rochester Institute of Technology.
Martin Gilday is vice president of services for the Oncology Division of Elekta. Elekta is a human care company pioneering significant innovations in medical technology and clinical solutions for treating cancer and brain disorders.
Gilday is responsible for developing and implementing service initiatives that support global customer service operations for enhanced customer experience and improved service business profitability. Global information and learning services, remote service development and service/lifecycle engineering are all part of his remit.
Prior to joining Elekta in 2012, he was vice president of global service delivery for KPN/Getronics, responsible for setting up the global network of service desk and network management operations in the ICT environment. He previously also worked for Unisys in IT services, where he led many functions including EMEA field services, IT outsourcing, service account management and finally as VP for infrastructure and outsourcing services across EMEA.
Gilday lives in the UK and has a connection with a predecessor of TSIA where he was previously an international board member of the Association for Field Services International (AFSMI).
Colin joined Intuitive in 1999. During his tenure with the company he has built the Service organization from the ground up to an install base of over 3,500 systems across all seven continents, providing full service support in 62 countries and grew revenue to over $400 million. Through that transition, various departments were created to help drive globalization and customer excellence. In addition, Colin recently took over the Manufacturing organization in Sunnyvale, CA and Mexicali, Mexico. He leads the internal and customer facing Operations group by effectively planning and executing required business infrastructure while building a world class team of professionals.
Prior to joining Intuitive Surgical, Colin spent over 13 years at Acuson and held various management positions in Field and Customer Service. He was instrumental in the launching of the first remote access service model for Acuson, and helped develop and implement the Picture Archive and Communications System (PACS) division.
Colin completed the Executive Advanced Management Program at Harvard Business School in the spring of 2013 and also holds a degree from DeVry Institute of Technology
Brett Bertz joined nThrive in February of 2014 to lead implementation services for the Revenue Cycle Technology business segment. In this role, Brett is responsible for executing the strategy to differentiate nThrive in the planning, design, implementation, and customer adoption of the Revenue Cycle Technology portfolio. Brett has more than 20 years of experience in the information technology and communications industries leading services organizations in the delivery of technology solutions to clients across the healthcare, financial services, telecommunications and high-tech sectors.
Brett joined nThrive from Avaya, where he most recently was responsible for the strategy and execution model for services surrounding Avaya's cloud solutions portfolio. Prior to Avaya, Brett held positions at Alltel Information Services (now Windstream) and American Management Systems (now CGI).
Brett earned an MBA in Finance from Georgia State University in 2007. He also has a Bachelor of Science in Management from the Georgia Institute of Technology.
Mark Horvath serves as vice president of global customer care for Stryker Corporation’s Instruments Division. In his role, he leads an organization that is accountable for delivering an exceptional customer experience across the product life cycle and for designing scalable processes for new and evolving customer needs. He has more than 17 years of experience in global commercial leadership and supply chain operations and earned his Bachelor’s degree in Economics from McMaster University in Hamilton, Ontario.
Stryker is a leading medical technology company operating in 100 countries and employing more than 26,000 people.
Roy Dockery currently serves as the VP of field operations for Swisslog Healthcare North America. In this role, he oversees field service, support services, technical training, and operations administration for Swisslog's healthcare automation products. Roy joined Swisslog in 2010 and was permitted the opportunity to build the pharmacy automation service division from the ground up as the director of field service operations. Roy developed a team to dedicated service professionals and create a culture of concern, accountability, responsiveness and excellence that improved customer satisfaction.
Prior to joining Swisslog, Roy was in the United States Navy serving as an instructor for their nuclear power program. Before entering the military, Roy spent 4 years as a small business consultant specializing in employee training, marketing, community outreach and process development.
Roy completed undergraduate degrees in Business Management and Nuclear Engineering Technology before acquiring his Masters in Business Administration from the University of Phoenix. In his free time, Roy serves as the executive director of a non-profit organization providing basic resources to impoverished communities in the greater Denver metropolitan area.
Mark Munson is director of implementation with TeleTracking Technologies, Inc., a provider of hospital enterprise operations management software. In this role, he is responsible for leading global professional services around core applications, including enterprise implementations, integrations, and driving outcomes for customers. In addition, Mark is responsible for 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.
David Bisciotti serves as the vice president of customer service for Varian medical Systems. David joined the company in 2006. In his current role, he has responsibility for the overseeing customer all of the service activities worldwide.
Varian Medical Systems, Inc., headquartered globally in Palo Alto, California, is the world's leading manufacturer of medical devices and software for treating cancer and other medical conditions with radiotherapy, radiosurgery, proton therapy, and brachytherapy. The company supplies informatics software for managing comprehensive cancer clinics, radiotherapy centers and medical oncology practices. Varian is a premier supplier of tubes and digital detectors for X-ray imaging in medical, scientific, and industrial applications and also supplies X-ray imaging products for cargo screening and industrial inspection.
David has 25 years of experience in the medical device industry. Prior to that, David worked for the FAA and is a veteran of the US Air Force. He earned a B.S. from New York Institute of Technology and a M.S. in Management from NYU/Polytechnic University, New York.
Dan Hedstrom is the vice president of system solutions and services for Cubic Transportation Systems, where he leads the delivery and operations of IT managed services focused in the transportation industry. He has more than 15 years of IT service management experience in varying capacities and is currently heading Cubic’s commercial IT Service teams. Most recently he has been at the forefront of technology led initiatives that are transforming how Cubic approaches service delivery.
Dan joined Cubic in 2012 and holds a Computer Engineering degree from the California Polytechnic State University, San Luis Obispo. He currently resides in San Diego, CA with his wife, two sons, and daughter.
Johan Claassen graduated from the University in Pretoria in South Africa in 1995 with a degree in Electronic Engineering. He started his career in the oil and gas industry and held various leadership positions with increasing responsibility in projects, maintenance, engineering, and operations.
In 2007, Johan joined Emerson Process Management Asset Optimization and Reliability Consulting group in Dubai, United Arab Emirates. During his 5 years in Dubai, he held positions in Sales, Business Development and Sales Management for the Middle East & Africa Region.
In 2012, he relocated from Dubai to the United States where he took responsibility for global operations for services within Emerson Process Management’s Systems and Solutions Business in Austin, Texas. In addition to his global operations role, he also leads the service management office for Emerson Process Management with responsibility for global service excellence across four business units.
Johan has extensive experience in leadership and sales & operations management. He is a services thought leader in Emerson Process and shares a passion for service excellence and talent management.
Johan is a Certified Maintenance and Reliability Professional and member of the Society of Maintenance and Reliability Professionals.
Carsten Späthe heads the strategic development of services and solutions for the privately held Endress+Hauser Group since 2011. Through his role, he is responsible for the strategy and portfolio development of these business segments applicable in over forty countries.
Prior to his current position at Endress+Hauser he has worked for fourteen years in the automation and drives business in senior management roles for the privately held SEW-Eurodrive Group. With a focus in sales and marketing, he managed European markets and was responsible for major global accounts. As part of his career, Carsten developed and successfully implemented a global added value services portfolio. From a prior international employment in the power industry he has expertise knowledge on maintenance methodologies and optimization.
He holds an engineering degree in industrial and business engineering from the Karlsruhe University of Applied Sciences, Germany and an International Management diploma of the Sankt Gallen Management Institute, Switzerland.
Eric Markwardt is the vice president of customer and sales support for FOSS North America. FOSS develops rapid, reliable, and dedicated analytical solutions for routine testing to allow for fast decisions on how to maximize value of production of agricultural food products. In his role, Eric is responsible for all service offerings in the United States and Canada as well as oversight of the regional call center, process team, and applications group. As a VP within FOSS, Eric participates in coordinating services with other subsidiaries to provide a unified service experience for global key accounts within the food and agricultural industries.
Eric joined FOSS in 2007 and became part of the management team in 2010. Prior to this position, he served in both the private and public sector in roles with Siemens Government Services, Department of Homeland Security, and the US Navy. Eric is able to draw upon his extensive knowledge of electromechanical systems and their application in various analytical instruments to support FOSS' customers.
Eric has a passion for customer service and is the co-recipient of the 2016 FOSS Senior Manager's Customer Award for outstanding performance in customer satisfaction and interaction. He possesses a B.S. in Business Management and resides in Farmington, Minnesota with his wife, son, and daughter.
Mark Bernardo has over 25 years of experience in solution design, product development, and marketing for software offerings within the industrial space. As a general manager at GE intelligent platforms, he is responsible for leading the global services business with a focus on making the Industrial Internet real for both manufacturing and infrastructure customers.
Mark joined Intellution in 1988 as one of the first employees and became part of GE in 2002. Prior to this position he served in a number of roles with GE Intelligent Platforms including leading our Customer Support organization, engineer leader for HMI/SCADA and Batch products, and quality assurance. As a result, he has worked with a large number of customers in a wide variety of vertical industries including food & beverage, consumer products, brewing, life sciences, power, water/waste water, metals, and pulp & paper.
Before joining GE, Mark worked at other software companies doing product development and quality assurance including developing a test automation framework.
Mark holds a BS in Computer Science from Central New England College in Worcester, MA. He currently lives in Massachusetts with his wife, son and two daughters.
A graduate of Honeywell’s Executive Development Program and a Certified Leadership Six Sigma Blackbelt, Paull is currently leading the transformation of customer and technical support within Honeywell’s Home and Building Technology business. Reporting via HBT Commercial Excellence, Paull’s remit is to simplify and improve the customer experience while driving growth and creating a customer-centric culture.
Prior to joining HBT, Paull held similar leadership roles with responsibility for Customer and Product Support at Honeywell Automation and Control Solutions and Honeywell Aerospace. Paull was presented with Honeywell’s Senior Leadership Award in 2008 for the transformation of Customer Service at Honeywell Aerospace which had resulted in substantial new business with major clients and reduced cost-to-serve.
In his earlier career with Honeywell, Paull led the global integration of avionics repair and overhaul locations during the Allied and Honeywell merger, thereafter becoming the P&L leader for avionics repairs globally. Paull was Honeywell’s integration leader for Customer Services during GE’s attempted acquisition of Honeywell. Paull joined Honeywell in August 1980 having previously worked within Customer Service at Perkin Elmer.
Paull is Vice Chairman of the Board for the Center for Services Leadership at W.P. Carey Business School at ASU and also serves on the International Board for ORBIS, the Flying Eye Hospital. He is married to Victoria and has three adult children.
John Page is senior vice president, Keysight, and president of the Services Solutions Group.
John, most recently vice president of Keysight's business finance organization, has 25 years of financial and corporate leadership, including CEO and founder of a cloud- based computing company as well as CFO and senior management roles at leading semiconductor and electronics firms.
John joined Hewlett-Packard in 1988 where he served in a variety of finance and operational positions. When Agilent Technologies was spun off from HP, he helped lead the creation and spinoff of Lumileds as its first CFO. He was also one of the founders and executive staff of Agilent's Imaging Electronics Division, which he helped lead from inception to over $1B in revenue.
John served as a member of the executive team at Nanosys from 2010-2014, where he was instrumental in the company's transition from a technology research powerhouse with over 800 patents into a growing commercial business in the electronics industry.
John holds an M.B.A. from the Simon School of Business at the University of Rochester, and a B.A. in economics from the University of Rochester.
Matthew Fordenwalt is the global business director for connected services at Rockwell Automation. He is responsible for service offerings that support and enable the Connected Enterprise by leveraging domain expertise, intelligent devices and the internet of things.
He joined Rockwell Automation in 2005 as one of the first employees hired to help lead Rockwell’s own Connected Enterprise journey. Prior to joining Rockwell Automation, Matt worked at W.W. Grainger and Accenture leading business transformation programs across multiple vertical segments. He draws upon his broad industry, IT/OT technology and service experience to holistically address customer challenges.
Matt holds a BS in Learning and Organizational Change from Northwestern University in Evanston, IL and an MBA from Lake Forest. He currently lives in Ohio with his wife and two sons.
Neal Hatton is employed by Schneider-Electric as the director of global customer support. He works in the software business and is responsible for the fulfillment of software support and services for the major brands Avantis, SimSci, and Wonderware. Customers served are frequently using the company's software in complex, mission-critical applications such as critical infrastructure, oil & gas, mining, food & beverage, water treatment, and more. He possesses an MBA with a focus on technology management. He has more than 20 years of experience in the industrial automation and software domains. He currently resides in Corona, California with his wife and daughter.
Randy Norton is the director of business unit operations for Tokyo Electron America. From the US headquarters in Austin, Randy manages an array of technical services groups including technical support, field applications support, technical training and documentation as well as the TEL US call center and remote services operations.
Randy has a long and distinguished career in the semiconductor industry that began 28 years ago at GaSonics International as a field service engineer working on their oxidation furnace product line. Shortly after joining TEL in 2001 as a regional service manager for the Etch Systems Business Unit, he extended his role to product support manager and then to customer support engineering manager. As the director of business unit operations, he has successfully united 5 different BU product support groups in the US into one functional team. As a leader, Randy advises his teams to have an emphasis on solidarity and communication as top priorities to be successful.
Amit Ronen is responsible for managing customer-facing engineering groups across the globe, including field engineering, engineering specialists, and customer support organizations.
Before joining Wind River, he was the founder and CEO of Presales Solutions, a company that offered a unique on-demand hosted solution in the customer relationship management (CRM) space. Prior to Presales Solutions, he spent more than 10 years with Mercury Interactive, where he gained extensive executive and global field management experience. There he managed and built the presales organization in the Americas, expanding it from 40 people to more than 150 people and supporting revenue generation of more than half a billion dollars. In addition, he served as vice president of professional services for the Americas and vice president of Mercury's Tuning business, a startup within the company. He was also a founding member of Mercury Interactive Japan KK and was responsible for all technical field operations in the Japan and Korea region.
He holds a B.A. in Computer Science and economics from Tel Aviv University in Israel and is a graduate of the Stanford Executive Program (SEP) of Stanford University in California.
Charles Matthews recently returned to the U.S. from a four-year expat assignment running Global Services teams from France. He is responsible for the global delivery and business execution of professional services, customer care, and educational services across contact center, telephony, unified communications and data infrastructure product lines.
Charles has over 20 years of experience in the telecommunications and software industries. During his 15 years with Alcatel-Lucent he has held positions of progressive management in R&D, educational services, customer care, and professional services.
Prior to Alcatel-Lucent, he held positions in R&D and customer service with business analytics software and business process software companies.
Charles is a graduate of Harvard University.
Rick Hamilton is the senior vice president of the Services & Software business for Ciena. He is responsible for the Blue Planet Division and heads the Ciena global Services business that delivers advisory, design, consulting and implementation services for Ciena products and solutions divisions. In this role he is responsible for the strategy, delivery, business development and the P&L for Services and Software globally.
Prior to this role, Rick served as the corporate vice president, professional services, for Juniper Networks and had a 11 year career at Cisco Systems. In Cisco he lead services organizations from each of Cisco's service lines. He was the GM for Cisco Systems Cloud and Managed Services business, Cisco Managed Security Service business, professional services leader for their global enterprise accounts and the combined PS Enterprise business and Technical Services organization in the Europe, Middle East, Africa and Russia (EMEAR) region. Rick has effectively worked and lived in EMEA and Asia and has served all of Cisco's developed and developing markets.
Before joining Cisco, he was the senior vice president and CIO of The DFS Group (a division of LVMH Group), a luxury retailer catering to the traveling audience. Previously, he led the Applications and Technology Services team that serviced 135 stores throughout the United States for Cost Plus World Market, and he led the applications development team for Discovery Channel's consumer division.
Rick holds a Bachelor's degree in Information Systems from the University of Phoenix and a Master's degree in Software Engineering from Golden Gate University. A licensed commercial pilot and flight instructor, he also holds an undergraduate degree in aeronautics.
Doug Schmitt is the president of global services, where he has full P&L responsibility for the Dell EMC’s Support and Deployment Services business including strategy, sales, product design, field delivery, technical support, and operations. He is accountable for all IT lifecycle services supporting the Dell EMC Client Solutions and Infrastructure Solutions businesses including basic warranty, advanced support, configuration services, managed deployment, and managed services. Doug leads an organization of over 55,000 direct and partner team members in 165 countries.
Doug joined Dell Technologies in 1997 and has served in a number of leadership roles including finance and operations. Additionally, Doug serves on the Board of Dell Technologies PAC. Previous to joining Dell, he was employed with Sequent Computer Systems where he held various senior-level finance positions. Prior to Sequent, he was employed in the banking sector.
Soren Marklund is Ericsson's global VP of customer support portfolio and sales. In this role, he responsible for the Ericsson global customer support business covering portfolio evolution, global sales support, and business execution through regional service lines.
Soren has more than 30 years of experience in the telecommunications and software industries. Prior to this role, he served in various senior roles at Ericsson in the USA, including VP of customer support and VP of business development for North America. Prior to joining Ericsson, he held senior roles at TeliaSonera in Sweden.
Soren is currently leading Ericsson's support services evolution, enabling customers to succeed in their operational transformation journeys to handle increasingly complex, diverse, and continuously evolving network ecosystems. He holds a strong passion for delivering industry leading customer experience through innovative service offerings.
Soren 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.
Gilbert Rossi is HP's global head of customer support, an organization of more than 9,000 worldwide employees which provides industry leading support to more than 150 million HP customers. In this role, he is managing HP support and services delivery operations, driving innovation through digital support and analytics, influencing product design and serviceability, overseeing best-in-class experience and satisfaction to HP customers worldwide.
Gilbert is well-versed in the business and has held senior leadership positions at both regional and worldwide levels for the past 25 years in diverse executive functions like Worldwide Procurement, Strategy & Planning, Channel Management and Sales, based in both Europe and the Americas.
Most recently, Gilbert was leading the HP Support and Services separation to successfully divide Hewlett-Packard into Fortune 50 companies.
He is based in Palo Alto, California.
As the senior vice president of services at Kronos, Christopher Todd is charged with boosting the breadth and depth of Kronos' services offerings. He is responsible for the company’s implementation, training, and support teams, as well as the Hiring Solutions Division.
Prior to joining Kronos in 2007, Todd was the senior vice president of worldwide sales at Blackbaud where he was responsible for the company’s international operations in the United Kingdom and Australia. Prior to this sales role, Todd was the vice president for corporate development at Blackbaud. Prior to Blackbaud, he held positions at the consulting firm McKinsey & Co. and the investment bank S.G. Warburg & Co.
Todd is a graduate of Harvard College and Yale Law School.
Medidata is reinventing global drug and medical device development by creating the industry's leading cloud-based solutions for clinical research. Through our advanced applications and intelligent data analytics, Medidata helps advance the scientific goals of life sciences customers worldwide, including more than 850 global pharmaceutical companies, innovative biotech, diagnostic and device firms, leading academic medical centers, and contract research organizations.
At Medidata, Dan leads the Customer Success organization, including Customer Advocacy, Technical Support, Customer Service, Customer Training, and Digital Experience, with aspirations to provide the best customer experience in the industry. Dan also leads Enterprise Technology, including the Business Innovation Office, delivering solutions that facilitate rapid global growth and provide employees, customers, and partners with a modern and mobile user experience. Key focus areas are enterprise applications in cloud, global IT infrastructure & operations, enterprise data management, business process transformation, and collaboration & training infrastructure.
Dan has a rich set of experiences in building and operating gobal services enterprises for some of the world's best known technology brands including SAP, Business Objects, and PeopleSoft. He is a long time TSIA member, and he was a founding board member of both the Professional Services and Education Services disciplines.
As the corporate vice president of Microsoft Services, Anand Eswaran plays a key role in shaping the long-term strategy, growth and transformation of the Services business at Microsoft. He leads one of Microsoft's largest groups with over 21,000 professionals who are committed to delivering digital work and life experiences reinvented for the mobile-first, cloud-first world.
Anand joined Microsoft in January 2015 from SAP, where he was most recently executive vice president, global services. He was instrumental in transforming services into a critical enabler of SAP's journey to the cloud. By focusing on customer business outcomes and the capability to architect digital transformations as well as leveraging consumption frameworks, Anand and his team accelerated the client journey to the cloud (private, hybrid and public) while delivering on financial commitments and industry-leading margins for the company.
Prior to starting at SAP in 2012, Anand was vice president, worldwide services and ecosystem with HP for five years. Recognized for creating and significantly scaling the services team, he organically built a software-as-a-service business to offer existing products in the cloud while fostering the most engaged employees in the company.
His other leadership positions include eight years in global professional services at Vignette and three years in the ERP and Business Intelligence Practice at Braun Consulting (now Fair Isaac) for the Mid-West region.
Anand earned his Bachelor's degree in Computer Engineering from University of Mumbai, India and his masters in computer science from University of Missouri-Columbia. He is a founding member of the Technology Services Industry Association (TSIA) and currently sits on its executive board.
Steve Holdridge is Senior Executive Vice President, Worldwide Services at MicroStrategy, a leading provider of enterprise analytics and mobility. In this role, Mr. Holdridge leads the Consulting, Education, Support, and Customer Success business units globally.
Before joining MicroStrategy, he held various senior services leadership positions with Infor Global, including head of Americas and Global Accounts. Prior to that, Mr. Holdridge was with Oracle, most recently serving as General Manager for the Government, Healthcare, and Education Services division, and at Price Waterhouse, with a focus on customer strategy and technology services.
Mr. Holdridge began his career with BIS Computer Solutions, a mid-market focused software company, where he was Division VP for software development, services, sales and support. Mr. Holdridge holds a B.S. in Business Administration from California Polytechnic State University, San Luis Obispo.
Kelly Mark is the corporate vice president of managed and support services for Motorola Solutions, Inc. As the head of Services, Kelly leads a global organization charged with growing the hardware, software, and managed services business. His responsibilities include overseeing the development of strategy, offer design, and delivery of services through network operations in all regions.
Kelly was elected a corporate vice president in September 2010. Prior to his current role, Kelly was the corporate vice president of strategy responsible for driving the company strategy and major strategic projects related to acquisitions, divestitures, and investments. He also was vice president, chief of staff for Motorola’s CEO where he was responsible for staff operations and activities associated with the chief executive officer of the company. Before his chief of staff position, Kelly worked for Cerberus Capital for a brief period in 2008. His previous roles at Motorola from 1999 to 2008 include overseeing the Office of Acquisition Integration for Motorola, director of business development for the Mobile Devices business, and investment manager, responsible for managing Motorola’s venture capital investments in start-up companies.
Kelly received his Masters of Business Administration from Harvard Business School and graduated from the University of Illinois with a Bachelors of Science in Business in 1994.
Gary Grecsek is the vice president of PerkinElmer OneSource® Laboratory Services. He has held multiple executive leadership roles within PerkinElmer, and for the past 7 years, has been responsible for driving the strategy and performance of its flagship OneSource Laboratory Services business.
PerkinElmer's OneSource® enables laboratory professionals to accelerate their science through innovative, integrated service solutions that improve the health and safety of people and the environment. The OneSource portfolio currently includes enterprise, professional and managed services offerings for pharmaceutical and life science markets.
Under his cross-functional leadership over the past 20 years, Gary has driven substantial business growth through organic market expansion, business development, change management, operations optimization, and continuous improvement initiatives.
Prior to his current role, he has held strategic, global leadership positions within Technical Support, Sales Management, and Product Management.
Grecsek holds an MBA from the University of Tennessee and BS in Materials Engineering from Drexel University.
Bill Steenburgh has extensive executive experience successfully leading complex Services operations in multiple global companies supporting enterprise and consumer customers in numerous industry segments. Currently he is the senior vice president for Pitney Bowes Global Services (PBGS). PBGS provides global technical and professional service and support for Pitney Bowes products, software and solutions.
Prior to Pitney Bowes, Bill was a managing partner at RTM Consulting where he led client engagements on global service strategies, organizational development and transformation, performance management, business model optimization, service channel optimization, resource utilization, functional/cross functional processes and infrastructure development/implementation. He led the Field and Support Services practices to triple digit revenue growth in both 2013 and 2014.
Prior to RTM Consulting, Bill worked for 12 years at Xerox where he was the SVP of Xerox Services. At Xerox he had responsibility for a fully integrated operation that provided traditional hardware services, software/solutions technical support, professional services and outsourced document managed services. Xerox direct management responsibilities included up to $5B in revenue and over 25,000 employees. Additionally he was VP of Xerox's North America's supplies business in the late 1990s.
Before joining Xerox, Bill worked for Xelus as the EVP of operations with responsibility for Product Management, Development Services, HR, Finance and Consulting Services. Xelus provided web-based collaborative decision support, planning and execution to optimize core service supply chain processes. He also was SVP of Customer Service and Support at Danka Corporation where he had responsibility for $800M in revenue and 6500 employees providing services in North and South America. Prior to that, he spent 18 years at Eastman Kodak in enterprise support and field service operations.
Bill holds a BS degree with honors in Industrial Economics from Union College and an MBA from Rochester Institute of Technology (RIT). He is a founding executive board member of TSIA, a member for 25 years and a President in AFSMI, a member of SSPA and a frequent speaker at service industry events. His lifelong services work has earned him numerous industry awards.
As global senior vice president, Andreas Heckmann is responsible for SAP’s Product Support organization that provides technical support and customer service functions as well as expert services for all SAP products. With almost 3000 engineers worldwide, SAP Product Support includes various Global Support Centers in Asia, Europe, Latin America and North America. SAP Product Support provides world class support services and remote engineering services along the entire customer solution lifecycle.
Andreas joined SAP in 1999 and has held a succession of leadership roles at SAP, including regional and global management roles throughout North America, Europe and Asia Pacific. Responsibilities included SAP’s MaxAttention program, head of SAP Support for Asia Pacific & Japan and Global SAP Alliance Management for a leading CPG company.
Prior to SAP, Andreas ran his own IT consultancy business for healthcare solutions in Germany.
Kurt Kuelz leads Siemens's Worldwide Global Services organization. His organization is charted to ensure Siemens's clients realize maximum business value from their investment in Siemens solutions. By working directly with clients and partners Kurt's teams lead successful implementations through their deep domain expertise, exceptional product knowledge, proven methodologies and global scale. These attributes enable Siemens Global Services to support transformation initiatives that scale from leading large global enterprise deployments to enabling client or partner teams to be self-sufficient.
Kurt has been in the technology services business for over 20 years. Prior to Siemens, Kurt spent 20 years with PTC where, as the head of WW professional services he transformed PTC's professional services organization into a strategic asset that drives enterprise value for clients while being a growth and profit engine for the company. During his time with PTC, Kurt leveraged his unique client partnering skills as the executive sponsor to PTC's largest, most strategic and most successful clients.
Kurt holds a BS in Mechanical Engineering from Georgia Tech. He has lived in great cities around the world (Atlanta, San Diego, London, Munich) and is currently thrilled to be settled in Charlotte, NC with his family.
Mal Poulin has been in the corporate learning and workforce performance field for over 35 years. Currently as senior director of strategy and market relations for ANCILE, Mal focuses on market trends and needs of partners and customers to achieve business value with technologies to enable their strategies. The goal is always to enable adoption of change by the workforce through software, process, environment, and organization. For the 15 years prior to ANCILE, Mal was in similar business development roles at RWD Technologies and SAP Education driving new components of the portfolio and business solutions for partners and customers.
For the preceding sixteen years, Mal held several positions in Education Services at Digital Equipment Corporation beginning as a technical classroom instructor and ending with management of alliances with Microsoft and other global partners.
Mal holds a degree in Mathematics from The Catholic University of America in Washington, DC.
Mike Raley is the vice president of marketing at Coveo. Mike has fifteen years’ experience working at high-growth B2B software & services firms, in a range of global marketing and operations roles. Mike joined Coveo in 2011 and previously served as the senior director of demand generation and marketing operations.
Prior to joining Coveo, Mike served as marketing director with Aspect Software, a leading provider of customer contact software. At Aspect, he led a team responsible for demand generation, field and customer marketing programs and events. Mike also served as marketing director at FTI Technology, the E-discovery Software & Services division of FTI Consulting, and at Sapient, where he managed Operations, Marketing, Sales Support, and Customer Loyalty teams and programs.
Mike lives in New York City and has a Bachelor's degree from the University of Connecticut.
Anthony Kennada is the founding VP of marketing at Gainsight, building and leading the customer success industry. He is responsible for managing the company's entire marketing funnel, from name acquisition to customer marketing, and is credited with creating the “Pulse” community of customer success leaders. Today, over 2000 executives attend the annual Pulse conference in San Francisco and the over 25 chapters of PulseLocal communities across the globe.
Gainsight has been recognized by Inc. Magazine as the 48th fastest growing private company in America (2015), by Forbes as one of America's Most Promising Companies (2014), and by Fortune Magazine as one of 2015's 20 Great Workplaces in Tech.
Anthony began his career as an early employee at Box, part of the company's now iconic shift from targeting consumers to enterprise businesses. He later joined LiveOffice, a leading cloud-based email archiving and eDiscovery company, and managed their OEM partnership with Symantec from contract signature to acquisition for $115M. Prior to joining Gainsight, Anthony led the Emerging Cloud Products division at Symantec, and was responsible for the first organic product development effort that spanned both consumer and enterprise market segments.
Anthony also founded CategoryDev, an online startup playbook for entrepreneurs creating and developing new market categories of products and services. He has contributed articles to Entrepreneur, Forbes, Fast Company and other tier-1 media outlets. Anthony also serves as an advisor and board member to enterprise SaaS startups.
David Sawatzke is Head of Marketing at Glassbeam, the premier machine data analytics company bringing structure and meaning to complex data generated from any connected machine in the Industrial IoT and Healthcare industries. At Glassbeam, David is responsible for leading the planning and execution the strategic planning, project management and seamless execution of integrated digital marketing and communication strategies for the company.
Prior to Glassbeam, David has over 20 years’ experience working at B2B software & services firms, in a range of global marketing, partner management and sales roles at companies like 365 Data Centers and Dimension Data, the USD 10B Global Systems Integrator company. As the Director of Marketing for the ITaaS and Cloud Business Unit, David ran the demand generation and marketing automation programs, working with partners Cisco, DellEMC and Microsoft.
Earlier in his career, David held Global Business Development and Strategic Alliance role at Intershop and a Major Account Manager at MCI (Now Verizon). David resides in the San Francisco Bay Area and graduated bachelor's degree in Advertising from Brigham Young University.
Phil is the CEO and co-founder of Klever, and the author of The Ultimate Customer Support Executive. In his long and distinguished services career, he and his teams have won numerous awards for service excellence. Klever works with innovative leaders in service organizations to build software that changes their customer support DNA. He also was instrumental in creating the Open Customer Metrics Framework—the de facto Open Metrics Standard for customer support leaders. (www.ocmfgroup.org)
Richard Reilly is the director of field marketing at Lithium, and is responsible for demand generation programs, campaigns, field events and pipeline attainment in North American and APAC. Lithium is a digital customer experience platform, that helps brands connect customers, content, and conversations at the right digital moment.
Prior to running field marketing, he ran the corporate events, including Lithium’s large customer conference, LiNC. He also had responsibility for Lithium's online customer community. He joined Lithium in 2011 from an experiential marketing agency.
Tina Lux-Boim is a co-founder of MMI and serves as the company’s president and CEO. In this role, Tina oversees the day to day operations of the business, and works with the rest of the management team on setting overall strategy and driving execution.
A successful serial entrepreneur, Tina has launched several businesses from the ground up and built them into multi-million dollar operations. She brings nearly 20 years of experience in the technology industry, with in-depth expertise in hardware service and maintenance and software licensing.
Before starting MMI, Tina started and ran two business units for Champion Solutions Group (CSG), an IBM Premier Business Partner and major provider of technology infrastructure solutions. She first launched and grew their software consulting practice, leading a team of sales and technical experts in growing the unit to $15MM in revenue in just 3 years.
Tina then formed a technology service contract and consulting business unit and led this highly profitable business in sustained growth to over $30MM in revenues in 6 years. Recognizing a real market need, she coordinated with CSG to spin out the business unit as a separate company, establishing MMI in March 2007. Under Tina’s leadership, MMI has emerged as the pre-eminent SaaS provider of maintenance and support services, and with that, MMI has continued to grow year over year in both revenue and profitability.
Tina has received many honorary mentions and awards. Most recently, Tina was named one of CRN’s “2014 Women of the Channel” which celebrates the accomplishments of those female executives making their mark in the IT channel. Tina was also recognized on the CRN “Power 50 Solution Provider List” which honors an elite subset of women executives at solution provider organizations who are extending their respective company’s sphere of influence as trusted advisers. Tina takes on the role of mentor and coach to individuals both on and off her leadership team and she herself participates as a member of Vistage of South Florida a program for the development of top executives around the country.
John Reese is the senior vice president of marketing at Mavenlink, a company that provides a software platform for the modern professional services organization. At Mavenlink, John is responsible for working closely with Professional Services organization clients, gathering market requirements, and bringing new solutions to market. John has spent the last two years marketing to Professional Services organizations and nearly 20 years marketing the professional services offerings of B2B technology firms, ranging from Fortune 500 to early-stage companies.
Prior to Mavenlink, John was SVP of marketing and sales development at Velocify, a fast-growing leader in the B2B sales technology industry, helping the company reposition and grow exponentially over his tenure. John also spent 11 years building and leading the global marketing efforts of HireRight, helping take the company from start-up to successful IPO and $300 million plus market leader with a reputation of being one of the most-admired providers in the HR technology space.
Earlier in his career, John held product marketing, marketing communications, public relations, digital, and demand generation roles at software start-ups Versada Networks and Access360 (acquired by IBM), and public technology companies Rainbow Technologies, Inc. (acquired by Safenet) and MicroAge, Inc.
John holds an M.B.A. from Pepperdine University and a B.S. in Business (emphasis in Marketing) with honors from Arizona State University.
Randy Mysliviec leads RTM Consulting, providing high-impact advisory services for technology companies’ service businesses. Acknowledged by industry sources as an expert in global resource management and services business optimization, and author of the Just-in-Time Resourcing® brand of solutions, Randy helps multi-national companies with the complex challenge of operating services teams serving the global market.
Prior to founding RTM Consulting, he was senior vice president of consulting and professional services for Convergys, successfully growing a multi-$100M business with 1,600-plus employees in 31 countries.
Randy began his career with 18 years at IBM, serving in a variety of sales, marketing, services, and general management roles. After IBM, he was vice president and general manager at Seer Technologies, a publicly traded software and services firm. After Seer, he was president and CEO of a successful start-up services firm.
He holds a BS from California Polytechnic State University, San Luis Obispo, California, where he majored in business administration with a concentration in management information systems. He is a founding member of the former Technology Professional Services Association (TPSA, a TSIA founding organization) and served as a member of the TPSA Advisory Board.
Nick Sellers is director of marketing for the technology sector at SYKES Enterprises, Inc. He is responsible for marketing activities for the global technology sector and also acts as subject-matter expert for the development and operational deployment of online customer service channels, including forums, communities, social networks, self-help resources, and chat. He also heads up the cross-sector marketing function for the EMEA region.
A veteran of outsourcing, Nick has held roles in operations management, business development, consulting, sales, and marketing. Engagements have resulted in ground-breaking business achievements for companies such as Adobe Systems, Intel, Kodak, Microsoft, Motorola, Nokia, and Procter & Gamble.
Neil has 20 years of experience formulating growth strategies and improving operations for technology companies. At Waterstone, Neil has successfully led client engagements across the software, hardware, and telecom segments with businesses that range from emerging high-growth companies to the Fortune 100. Neil’s recent client work has been primarily focused on enterprise software companies, with a focus on evolution to Cloud-based business models, post-sale Customer Success operations, and acquisition-related diligence and integration.
Prior to joining Waterstone, Neil was the director of mobile virtual network operations (MVNO) for Firefly Mobile, a VC-funded start-up targeting the youth segment of the mobile phone market. At Firefly, Neil had P&L responsibility for the direct-to-consumer mobile service, including the operations and strategy of network operations, payment processing, customer care, and web channel sales. Before joining Firefly, Neil was a director of corporate strategy at NAVTEQ (acquired by NOKIA), where he was primarily responsible for the growth strategy in three consumer-oriented segments: mobile devices, consumer electronics, and online destinations (e.g., Google Maps). Earlier in his career, Neil worked in the Telecom vertical in the Strategy & Change practice within IBM Business Consulting Services and as a software engineer with the Cellular Infrastructure Group at Motorola.
Neil holds an MBA from The University of Chicago Booth School of Business and a BS in Computer Science from Cornell University.
The Technology Services Industry Association (TSIA) is dedicated to helping services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.