Amit Sawhney is a senior technology executive with deep expertise and a proven track record in AI, Product Management, Software Engineering and Corporate Strategy. Since joining Dell Technologies in 2010, Amit has held progressive global leadership roles across Services and Product Groups. He is responsible for embedding AI across Dell Technologies Products and Services, improving customer experience, accelerating innovation, and securing the company’s long term competitive advantage.

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An inventor with multiple AI patents, Amit combines deep technical expertise with business strategy to translate emerging technologies into scalable, high impact solutions. Under his leadership Dell Technologies Services has implemented AI-enabled solutions that improved speed to execution, customer experience and scalability, supporting 250M+ assets globally. He is widely recognized as a forward-looking leader who shapes Dell’s AI agenda today and envisions how the company will lead in the AI-driven future of enterprise technology.

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Amit holds a Bachelor of Science in Engineering from India, a Master of Science in Engineering from the University of Massachusetts, and MBA from The University of Tennessee.

Joe Trimarco brings over two decades of enterprise operations leadership to his role as Vice President, Subscription Services Operations at Infor, where he oversees global subscription operations governance with a focus on optimizing customer retention, streamlining renewal processes, and driving operational excellence. With deep expertise in customer lifecycle management and a proven ability to align cross-functional teams, he offers a pragmatic perspective on how analytics can enhance operational agility, elevate customer experience, and improve revenue predictability. This approach helps shape industry best practices for data-driven renewal strategies and intelligent automation.

Joel Skaggs is Vice President of Business Operations at BMC Helix, specializing in AI and analytics-driven transformation. Joel leads initiatives deploying machine learning for renewal risk scoring, implementing AI-powered tools for customer support, and migrating analytics platforms to enhance business insights. He has advanced methods for quantifying the impact of self-service and automation—developing models that demonstrate how self-help capabilities reduce support case volume and deliver measurable operational savings. In addition to his focus on digital innovation, Joel oversees core business operations, driving process improvement, strategic planning, and operational excellence across the enterprise.

Melissa Solis is Chief Executive Officer of Inbenta AI, leading strategy, operations, and customer success to accelerate sustainable growth and innovation. She brings multi-sector leadership across fintech and technology-enabled services, previously heading GIACT, a Refinitiv company, and serving as CEO Partner at Tritium Partners. Melissa serves on the board of Patrol Stories and formerly on the board of Tech Titans. She is known for building high-performing teams, scaling go-to-market disciplines, and fostering purpose-driven cultures. Based in Allen, Texas, Melissa partners closely with customers and investors to deliver measurable outcomes.

Nagesh Pillarisetti is a strategic technology leader with over 25 years of experience in driving business growth through innovative technology implementations. He has a proven track record of success, particularly in the realm of artificial intelligence and automation. He has led cross-functional teams and served as a trusted advisor, translating complex technical concepts into tangible business value.

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As a Senior Director at Motorola Solutions Inc., he led the AI transformation effort within Global Services operations architecting and enabling cutting-edge Virtual Agent and Smart Agent technologies. His work on developing a customer self-service strategy led to a significant increase in Case deflections.

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Nagesh holds an Executive MBA from the Kellogg School of Management at Northwestern University and an MS in Information Systems from Oklahoma City University. He is an expert in business transformations, AI and automation technology, cloud technologies, and cybersecurity.

Nicolas Tobis is Vice President of Data & Generative AI at Relias, where he leads enterprise-wide data and AI strategy and oversees a 30-person department spanning data science, engineering, governance, and architecture. With more than a decade of leadership experience at Bertelsmann Education Group, Nicolas has driven AI-powered product innovation, executed $1B+ in M&A, and shaped global strategy as a member of Bertelsmann’s Tech & Data Advisory Board. He holds an MSc in Computing Science from Imperial College London, a BSc from Rotterdam School of Management, and actively mentors aspiring technologists through The Knowledge House in New York.

Raj Jampa is the Chief Information Officer (CIO) at Agilent Technologies, Inc., leveraging over two decades of technology leadership to drive digital transformation and growth. A strategic executive, his core expertise is concentrated on the intersection of Enterprise AI Strategy, AI Governance, and Data Analytics. Raj is recognized for his proven ability to align technology with business objectives, particularly through the successful implementation of large-scale data platforms in global environments.

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His focus is on operationalizing AI—ensuring models move successfully from pilot to production with proper controls and security. Raj's leadership includes establishing robust AI Governance frameworks that balance innovation speed with ethical deployment and regulatory compliance. He specializes in creating scalable enterprise digital strategies that turn data assets into competitive advantages. His experience spans multinational operations, providing crucial insight into global data challenges and deployment complexities.

Rama is the Vice President of HPE’s Customer Experience and Operations (CXO) organization, where he leads innovative AI, digital, and automation initiatives to enhance the end-to-end customer journey - spanning configure-price-quote, order management, returns, order status, invoicing, partner compensation, support and services, and renewals. Additionally, he drives the Services platform, delivering self-service capabilities, AI-powered virtual agents built on agentic architecture, advanced knowledge management, and enhanced search functionalities that serve over 1 million enterprise users.

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Previously, Rama served as the Chief Product Officer and EVP at Faction, a multi-cloud data services start-up. Before that, he was General Manager and Global Vice President at Cisco, where he transformed the customer experience portfolio by launching a next-generation CX cloud SaaS platform. His career also includes leadership roles at Dell (VP & GM), Veritas (Product & Go-to-Market), Commvault (GM), and Intel (Product Leadership).

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Rama holds an MBA from UC Berkeley and a master’s degree in electrical engineering from UT Arlington. He has earned multiple cloud certifications from AWS and advanced AI certifications from MIT.

As the Chief Marketing Officer at Relias, Amy is dedicated to leading a team focused on expanding Relias’ customer solutions and leading transformation initiatives that deliver value while motivating employees. From AI adoption to personalized experiences, Amy enjoys fostering change-forward cultures equipped to deliver measurable growth outcomes.

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Prior to joining Relias in 2021, Amy held leadership roles at Vanguard Software, Zaloni, and MaxPoint (now Vericast), where she specialized in transformational growth and building innovative teams dedicated to high-performing, data-driven marketing operations for SaaS products.

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Amy holds a B.A. from Davidson College and a Master’s in Art History from University of North Carolina – Chapel Hill.

As the leader of Salesforce’s Digital Customer Success organization, I am dedicated to driving customer success at scale and empowering our customers to achieve exceptional business outcomes. Currently spearheading our rollout of Agentforce, a transformative initiative leveraging AI and automation to revolutionize customer engagement. I am deeply passionate about reshaping the customer experience through innovative solutions that deliver unparalleled value. With over 25 years of experience leading complex transformations in multicultural environments, I have built a proven track record of operational excellence and customer-centric innovation. Before joining Salesforce, I led GitHub’s Digital Customer Success & Support organization, championing its digital transformation, and spent 14 years at Microsoft in pivotal leadership roles, including Head of Windows Global Support, overseeing operations across 132 countries and a team of 3,000 engineers. Building exceptional teams and cultivating a culture of empowerment are cornerstones of my leadership approach, fostering environments where people thrive, collaborate, and reach their highest potential. Throughout my career, I have honed deep expertise in digital transformation, customer success, and support operations—demonstrating how technology can elevate customer experiences, strengthen loyalty, and drive meaningful business impact.

Devon Lynch is a transformation leader in customer success, currently serving as AVP of Customer Success Programs at BMC. Devon oversees a broad portfolio of strategic programs that drive customer adoption, value realization, and operational excellence across the enterprise. Under Devon’s leadership, the Customer Success Programs team has evolved into a powerhouse of innovation, delivering AI-powered engagement models, digital-led service offerings, and scalable enablement frameworks that support hundreds of global team members and thousands of global customers. Devon’s current scope includes driving AI adoption acceleration, digital customer success management, digital customer portal strategy, customer Community management, services portfolio management, partner success management, and cross-CS enablement.

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Devon’s journey reflects a commitment to customer-centric transformation. Prior to her current role, Devon led BMC’s Premier Support organization, where she championed high-touch engagement models and operational rigor leading to revitalized revenue growth and service retention. Previous to BMC, Devon founded the onboarding services team for a growing advertising technology company in dramatic transition, after leading Customer Success Management teams at the company through early establishment and advancement into maturity. Devon is also a passionate advocate for talent development, having launched BMC’s Customer Success internship program that engages emerging professionals in the strategic impact of customer success in SaaS and technology environments. With a leadership style rooted in collaboration, innovation, and accountability, Devon brings a balanced blend of strategic vision and operational execution to the TSIA advisory community.

Hayden Mugford is Director of Program Management within Lenovo’s Services & Solutions Group, specializing in upsell and renewal business support and automation. With over 25 years of experience driving program strategy and activation across consumer to enterprise markets, she brings deep expertise in renewals, marketing technology, data, and sales enablement. Hayden is dedicated to prioritizing customer experience through innovative technology and operational excellence. She is recognized for her thought leadership and proven execution, with multiple industry awards and speaking engagements.

Jason Stine is an accomplished technology and customer experience leader with more than two decades of expertise in global technical support, readiness, and operations. As Vice President Service Transformation and Readiness at UiPath, he leads the global support initiatives that ensure customers and support teams have the resources, tools, and training needed to resolve issues efficiently and deliver exceptional customer outcomes.

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Since joining UiPath in 2018, Jason has held a progression of leadership roles spanning Premium Support and Technical Account Management, Americas support delivery, supportability, training, quality and customer self-service strategy. He has built and scaled organizations that drive operational excellence, reduce resolution times, and improve customer satisfaction across complex enterprise environments. His work bridges technical enablement, support operations, and customer success strategy on a global scale.

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Before UiPath, Jason spent nearly 25 years at Microsoft, where he directed major supportability and business operations programs. As Director of Supportability, he led initiatives that identified and resolved systemic customer issues across flagship products like Office, Azure, and Skype for Business—driving measurable improvements in product reliability and user experience. Earlier, he managed teams within the Worldwide Commercial Support Business organization, designing scalable processes for cross-functional engagement between engineering, support, and field teams.

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Based in Bellevue, Washington, Jason is recognized for his strategic approach to technical operations, process improvement, and organizational leadership. He is passionate about empowering global support teams, advancing customer experience innovation, and fostering readiness programs that keep people and technology aligned in fast-evolving business environments.

John Stone is the Senior Director of Digital Customer Experience (DCX) within Cisco's Customer Experience (CX) organization. Throughout his more than 25 years in the technology industry, John has led sales and marketing initiatives for some of the world’s top technology brands, including CompuCom Systems, Ingram Micro, Samsung Electronics, and Sony Electronics. He has spent the last 12 years in leadership roles at Cisco Systems, culminating in his current position leading Digital Customer Experience.

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A recognized expert and innovator in renewals and customer success automation, Stone leads his team at Cisco in leveraging advanced technologies such as AI, analytics, content, and automation to optimize the customer experience and streamline the renewal process.

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He champions the philosophy that DCX is fundamentally about guiding customers through their journey to achieve business outcomes and realize value from their solutions. Stone is a strong proponent of intelligent orchestration, aiming to deliver the "right experience at the right time in the right channel" by utilizing predictive AI to inform automated decisions.

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Stone has received multiple industry accolades, including Cisco’s annual company-wide “Innovate Everywhere” competition for his pioneering work on renewals commerce automation. He is a frequent Cisco blog author and keynote speaker at industry events.

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Originally from Tempe, Arizona, John holds a Bachelor of Science in Business Administration and Marketing Management from Northern Arizona University. Outside of Cisco, he enjoys spending time with his wife, Erin, and their two daughters, Eva and Audra. He also dedicates time to volunteering in his community and enjoying outdoor activities in Orange County, California, where he resides.

Lourdes Reed is the Head of Customer Success for Thomson Reuters’ Legal Professionals segment, where she is leading a transformation to unify Customer Success into a centralized, digital-first organization. She is driving the adoption of generative AI solutions such as CoCounsel and Westlaw Precision AI, helping legal professionals integrate intelligent technology into daily workflows to improve efficiency, profitability, and client outcomes.

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With more than 20 years of leadership experience at Box, Salesforce, Juniper Networks, Cisco Systems, and Accenture, Lourdes has overseen multi-billion-dollar portfolios and led enterprise-wide change initiatives. Her expertise lies in scaling digital engagement, embedding AI into customer success strategies, and delivering measurable outcomes that connect technology innovation to business growth.

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Based in New York City, Lourdes holds a B.S. in Electrical Engineering from UCLA. She is passionate about advancing digital customer engagement and AI adoption, and is excited to contribute to TSIA’s mission of shaping best practices for customer success in the era of intelligent technology.

Mandy Majchrzak is an accomplished transformation leader with over 15 years of experience in B2B SaaS and technology. She has held executive positions at TransUnion, Adobe, and MediaLink, and earlier in her career helped build startups at the intersection of data, technology, and media.

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As SVP of Customer Success & Experience Transformation at Infor, Mandy leads strategic planning and programs, business operations, and change leadership that modernizes the customer experience and scales global operations. She has spearheaded shifts in customer journey and operating models, built predictive risk frameworks, and designed programs that strengthen retention and accelerate growth.

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Her expertise spans customer success in data and technology, business intelligence, AI-driven automation and insights, M&A diligence and integration, process optimization, and executive engagement strategies. Widely recognized for her operational leadership, she is known for building high-performing teams, instilling accountability, and turning complex challenges into structured, actionable solutions.

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Mandy thrives in environments that demand clarity, structure, and transformation, helping organizations unlock new levels of performance while empowering teams to succeed.

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She lives just outside Chicago with her husband, their 4-year-old son, and a lovable Labrador.

Current Role and Responsibilities

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Meghan Johnson is Vice President of Digital Support at Dell Technologies, responsible for the Services self-help and digital engagement strategy. She leads a global team of 400+ professionals, delivering capabilities for an online support journey that enables customers to seamlessly self-serve, while modernizing with AI and enhancing efficiency. Meghan brings her passion for organizational agility and end-to-end operational collaboration to scale across Dell’s Infrastructure and Client support network, improving profitability and customer satisfaction while maximizing the value of Dell Technologies Services for our customers.

About Meghan

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With over 19 years at Dell in progressive leadership roles, Meghan is a change agent who actively promotes and shapes a culture of customer-focused continuous improvement and team member satisfaction. She has driven operational and transformational objectives across cost management, pre-sales support, business strategy, IT Service Management, organizational change, training, knowledge management, and communications. She is honored to serve as an Executive Sponsor of two Employee Resource Groups: Central Texas Women in Action and Planet. She holds a degree from the University of Texas McCombs School of Business and resides in Austin, Texas.

Mike Host is Director of Commercial Operations for Rockwell Automation's Lifecycle Services segment. Rockwell Automation is the world's largest company devoted to industrial Automation. Over 24 years with Rockwell, Mike has held positions in sales, engineering, project management, product management, and operations. Currently, Mike is responsible for the commercial tools, processes, and technologies Rockwell uses to deliver professional services and provide a superior customer experience. Mike’s team is responsible for Rockwell’s AI Acceleration & Innovation task team, which is responsible for “Providing a common and consistent path for AI Growth through the ability to Evaluate, Scale, and Empower RA’s community to develop intelligent and ethical AI solutions that achieved defined business objectives.”

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Mike originates from Milwaukee and has resided in Southern California for the past 10 years. He holds a degree in electrical engineering and a Master of Business Administration from Marquette University and is involved in numerous industry and charity organizations.

Priscila Garcia is the Senior Vice President of Global Account Management at Coveo, the AI platform powering enterprise search, digital experiences and service at scale. She leads Coveo’s Day 2 customer lifecycle strategy, uniting account management, renewals and expansion to deliver measurable value, higher NRR and AI-driven outcomes across a global portfolio. A 20+ year enterprise software leader, Priscila blends commercial rigor with deep expertise in AI-enabled customer journeys, relevance and predictive analytics to orchestrate “right experience, right time, right channel” engagement from onboarding through renewal and expansion.

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Prior to Coveo, Priscila oversaw a $350M+ global book of business at PTC while also leading new logo acquisition for the SLM International business. At ServiceMax, she served as VP of Global Account Management where she led customer success, retention and expansion teams. Earlier leadership roles at GE Digital and Alfresco sharpened her background in digital transformation, data strategy and cross-cultural team leadership.

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Priscila is a champion of responsible AI, advocating for transparent, outcomes-based applications of machine learning, generative AI and automation to improve adoption, reduce effort and accelerate time-to-value for customers. Her passion is turning data into decisions that proactively guide customers along their journey, strengthen loyalty and unlock sustainable growth.

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Originally from Spain, Priscila now lives in the United Kingdom. Fluent in several languages and shaped by her multicultural experiences globally, she is passionate about building authentic connections and fostering collaboration across cultures and teams.

Shari Cravens is Senior Director of Digital Experience Strategy & Value at Hewlett Packard Enterprise (HPE) Operations, where she drives initiatives to measurably transform support and services customer experiences. She has held leadership roles in product marketing and product management at companies including HPE, VERITAS Software, and 3Com. Shari has also led strategic communications programs for The Nature Conservancy in California, a multinational non-profit conservation organization. Shari lives in northern California with her husband and several furry critters.

Her team is responsible for analyzing market trends, developing innovation strategies, guiding the innovation process from ideation to incubation, and fostering strategic alliances for co-innovation. Previously, she led teams across strategy, business development, sales enablement, and product marketing, with a focus on crafting actionable strategies, bridging the gap between planning and execution, building revenue pipelines, securing capital, and managing relationships with venture capital partners.

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Wendi holds a Masters in Business Administration (MBA) degree from Emory University and a Bachelor of Science (BS) in Industrial Engineering from Pennsylvania State University.She currently sits on Penn State’s Industrial & Manufacturing Engineering IPAC (Industrial & Professional Advisory Council) Board, Penn State’s Master in Service Systems Engineering Board, and SMU’s Lyle School of Engineering Masters in Datacenter Systems Engineering (MDSE) Advisory Board.

Andy Pemberton is Chief Customer Office at OutSystems, the leading AI-Powered High-performance Low-Code Development platform. He leads the customer-facing teams responsible for ensuring customers successful adoption of OutSystems, including presales, solutions, services, customer success, renewals, and support. Andy has two decades' experience across professional services and software companies. He has a particular passion in driving alignment through operationally sound, measurable programs and advises software companies on go-to-market, operations, and up-leveling their execution.

Anita Bennur is the Senior Director of Product Development at PROS where she leads her teams through shaping the strategy, planning, development, and delivery of market leading SaaS solutions. With a career spanning hands-on development to executive leadership across Product and Go-To-Market, she is dedicated to empowering teams and building partnerships that drive scalable growth and customer value. She brings passion to create an environment where teams can thrive, ultimately driving scale and delivering tangible value throughout the customer journey. Anita has a MS in Computer Science from the University of Houston and currently lives in the Houston, TX area with her family.

Brad Myers is Senior Vice President at Splunk, a market-leading Cybersecurity/data company that specializes in managing large machine-learning data via on prem and cloud software and solutions.

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Prior to joining Splunk, Brad was Area Vice President for Cloud Consulting at Oracle, where he led sales operations for the West Coast as well as overseeing consultants and success teams for Oracle’s enterprise customers.

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Brad also held senior roles throughout his career at Microsoft, Agilent Technologies, and Clutch, where he was Partner and Executive Vice President. He has strong experience in leading global teams along with extensive industry knowledge in communications, financial services, technology, and retail. He has a solid background in delivering complex solutions to customers and has a proven ability to develop products and services resulting in increased revenue for organizations.

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Brad also holds a number of board and volunteer positions. He was in an Advisory Board role for Guide Dogs for the Blind from 2011 to 2015, as well as being an advisor to the Seattle Foundation. He is currently a Business Advisor for Seattle Children’s Hospital.

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Brad holds a BS in Communications and Business from the University of Portland and participated in the Stanford Executive Program at Stanford University.

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Geoff is the Customer Success leader for Microsoft's worldwide Business Applications solution area, ensuring that our customers maximize the value of their investments in Dynamics, Contact Center Al and Power Platform, as well as accelerating their ability to leverage Copilot and the next generation of artificial intelligence.

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His prior role at Microsoft was to ensure that Microsoft's worldwide Customer Experience and Success organization enabled highly effective experiences for our customers, our customer-facing teams and our support professionals, supported by compelling digital capabilities using our own Business Applications and technologies.

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Prior to joining Microsoft, Geoff held several roles at SAP, including leading execution of SAP's global cloud infrastructure strategy and driving go to market strategy for SAP's intelligent enterprise, analytics, machine learning and emerging technology portfolios. He was also COO of SAP's US Financial Services business. Earlier in his career, he was the COO of a retailer in the Midwest with 1,000+ employees, he led channel, pricing and product management for a process equipment manufacturer and worked as a strategy consultant in the Retail, Healthcare and Oil & Gas industries.

Harini Gokul is a technology leader, accelerating innovation, and transformation for customers ranging from Fortune 500  enterprises to startups. Gokul’s technical engineering acumen, and business leadership in AI, cybersecurity, and cloud, coupled with her customer-first mindset, and global Go-To-Market expertise make her a thought leader and a trusted advisor to business leaders. Gokul’s journey is inspired by the power of technology to change lives. In more than two decades of leadership roles, she has managed P&Ls from $300M to 3BN and built and led teams of 500+ to deliver cloud solutions with global impact. Her ability to think big, manage complexity, and deliver long-term shareholder value is key to her success in leading companies through their technology, and business transformation. Gokul is the Chief Customer Officer at Entrust, a $1BN cybersecurity firm. She reports to the CEO and partners with the Board on customer experience strategy and execution to  accelerate growth, revenue and profitability. Her charter includes leading a $300M+ P&L, with a 400+ global team to accelerate customer usage, retention, and advocacy.

In her role, she innovates with AI and is active in multiple $100M+ M&A transactions, leading customer due diligence and  integration. Prior to Entrust, Gokul served in leadership roles at Amazon Web Services (AWS) where she innovated the development of a B2B2B customer success model with software companies, and startups, resulting in double-digit growth. Prior to being recruited to AWS, Gokul led cloud transformation at Microsoft. Her accomplishments include accelerating cloud adoption across 13 European countries by 30%, and building Microsoft’s first-ever customer success organization, with the largest team in the industry. Her role included strengthening  government relationships and regulatory agency engagement during GDPR. Gokul gives back to her community as a city council board  member and supports the startup ecosystem with her founder advisory work. She is a 2023 Fellow of Journey to Lead, a nonprofit that works to advance diversity at the top of the  private sector.

Justin leads Zywave’s customer success, services, and support functions which drives value realization, retention, and adoption across Zywave customers.  Justin has 20 years of well-rounded experience in management consulting, product development, customer support and service, and go-to-market leadership. Prior to Zywave Justin most recently held both product-focused and customer-centric leadership roles at Vertafore. In addition to his leadership positions in insurtech, Regenwether was previously an executive at NGDATA, BryterCX, Accenture, and Deloitte.  Justin resides in Denver, CO with his wife and 2 daughters.

Mary Petrosky is the Vice President of Consulting, at Infor for 18 years. She has worked in software since 1997, gaining experience as both a customer and a provider—implementing solutions, managing cloud migrations, developing tools to improve cloud operations efficiency, working in customer success, and now leading within managed services.

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Mary brings a unique perspective across numerous industries and is deeply knowledgeable about business processes in healthcare, process and discrete manufacturing, distribution, and aerospace. Her understanding of the critical workflows in these sectors enables her to recognize what truly matters to each business. Combined with her expertise in cloud tenants and security, she brings strong empathy for customer challenges.

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She also sees the strategic value of customers operating in the cloud from the provider’s viewpoint. Enhanced visibility into customer processes creates opportunities for targeted optimization. Paired with the transformative potential of Agentic AI, this model represents a game-changing shift for organizations aiming to deliver exceptional customer experiences.

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

Technology Executive | Chief Customer Officer | Driving Digital Transformation & Customer Value

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Rey Perez is a seasoned technology leader with more than 25 years of experience driving customer success, digital transformation, and enterprise technology adoption on a global scale. As Chief Customer Officer at both Confluent and previously New Relic, Rey has led worldwide teams to deliver execution excellence and measurable value realization for Fortune 500 customers.

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Renowned for his ability to transform complex business and IT challenges into impactful outcomes, Rey has overseen initiatives spanning cloud migration, data platforms, organizational optimization, and digital transformation. He has directed large-scale technology programs, architected enterprise platforms for over 400 customers, and advised executives across industries including utilities, retail, and manufacturing.

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A former global leader of SAP architects and solutions specialists, Rey has deep expertise in strategic IT planning, business architecture, platform engineering, and customer engagement. His leadership is defined by a relentless focus on helping organizations innovate, scale, and achieve tangible ROI through technology.

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Rey holds a Master’s in Software Engineering and a Bachelor’s in Electrical Engineering from the University of Massachusetts at Amherst. Based in Winter Park, FL, he enjoys surfing and exploring the intersection of technology and customer success

Robert McNeely is the Vice President of Customer Success at Workiva. He joined the company in 2019 and now leads a team of over 190 professionals across the Americas, focusing on driving adoption, growth, and outcome strategies. With over 25 years of experience in the tech industry, Robert has previously worked with companies such as TRX (Concur), Citrix, and LogMeIn, where he held key account management and enterprise customer success leadership roles. Robert and his wife reside in the Scottsdale, AZ area.

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

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

Chad Buckland serves as Senior Vice President and Managing Director for Diebold Nixdorf. As a member of the Global Leadership Team, he is responsible for the full P&L management across the entire DN Portfolio by leading all revenue generating activities within North America. Chad joined Diebold Nixdorf in 1997 and he's held a variety of client facing roles spanning areas of sales, client management and operations. Chad received a full-ride football scholarship and holds a BS in management from Purdue University.

Crystal has over 20 years of experience in the Medical Device Industry, ranging from mid to large capitalization companies. She has served in various leadership roles including strategy, marketing, business development, product development, and sales. Crystal is focused on driving long-term sustainable growth at CenTrak through clear strategic direction, optimization of internal development processes, business model transformation, and strong sales execution.

Dilip Kumar is the Chief Digital Officer (CDO) of NTT Ltd., a global technology services provider. He is responsible for overseeing the company's One NTT Digital
Transformation strategy and managing its global Technology Solutions services
business. He has been in this role since 2020 and prior to this, he held various senior
positions in NTT Data Inc.

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Kumar has over 30 years of experience in the Technology and IT services industry. He has held leadership roles at country, regional and global levels. He has a management degree from Kellogg’s.

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Kumar has led NTT Data’s expansion into new markets and geographies. He has also been instrumental in enabling NTT Limited’s growth strategies and simplification initiatives by bringing together 30 different operating companies to one NTT operating model through a product centric operating model. Kumar has been credited with leading the company’s Technology solution services transformation from a traditional IT services provider to a digital transformation & innovation services provider. He has also been instrumental in developing NTT Data’s partner of the future global alliances.
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Kumar currently lives in London. Kumar is passionate about leveraging technology to make a positive impact on society and believes in creating an inclusive workplace
culture. He has been actively involved in initiatives such as NTT Data’s Corporate Social Responsibility (CSR) program, which focuses on promoting global education, environmental conservation, and health and wellness.

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Emma Carpenter  Senior Vice President, Recurring Revenue Acceleration  Cisco. Emma Carpenter is the Senior Vice President of Recurring Revenue Acceleration. This global team  is responsible for driving $14B+ of software and services revenue opportunities for Cisco. Known  for being a transformational sales leader, Emma is taking this organization to the next level,  streamlining the approach to retaining and growing our customer base. Working cross-functionally  with our product, customer success, sales, specialist, and partners teams, our mission is to increase  renewal rates, reduce attrition and drive growth.

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Prior to her current role, Emma served as Chief Revenue Officer, Global Security Sales. Emma  transformed and streamlined the 1700+ organization to better align to our customers and partners,  bringing in new leadership to ultimately drive the number. Under her leadership, the Security sales  go-to-market transformed into a platform-focused, offensive/hunting selling motion, establishing a  rich foundation for growth. In her time leading the organization, Emma took the team from flat to  double digit growth. Before returning to Cisco to lead the Security Sales team, Emma was the VP of Global Service  Provider/Managed Security Service Provider at Palo Alto Networks, where she and her team  created and led a significant business to and through these customers and partners. Emma and her  team were the primary customer interfaces and strategic drivers of industry-leading solutions,  commercial models, and go-to-market motions for Service Providers & Managed Security Service  Providers. In addition to Palo Alto, Emma has also held leadership positions at Cisco in services,  networking and mobility and at Avaya in the UK and USA.

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Emma and her husband Dan reside in Colorado with their two boys, currently in college. Emma has  a passion for children’s welfare and is on the board of the ‘RFK Community Alliance’, a leading  organization for child welfare and juvenile justice, which provides support for at-risk youth and  families.

Jane has over 20 years of experience in the hi-tech industry, ranging from hardware, software, and born-in-the-cloud companies. Her experience spans over corporate and business unit strategy, corporate planning, market and competitive intelligence, and operations, with focus on go-to-market strategy, planning, compensation, customer segmentation and territory planning in the last 10+ years.

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As Vice President of GTM Strategy and Planning, Jane leads X-functional strategy development, planning orchestration, market expansion, new country model transformation, and sales plays across various GTM functions at Workday.

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Prior to Workday, Jane spent 10 years as Corporate and GTM Vice President at VMware with responsibilities covering both corporate and GTM strategy, planning, and operational roles, as well as a pivotal role in SaaS transformation. Prior to VMware, Jane worked at McKinsey as a management consultant, as well as at Microsoft and Cisco in various roles.

Mr. Grosshans is Coveo’s Chief Revenue Officer. Mr. Grosshans has more than 30 years of global sales management experience in numerous SaaS verticals, including most recently cloud and applications. Prior to joining Coveo, Mr. Grosshans acted as Chief Revenue Officer and Senior Vice President, Prisma Cloud at Palo Alto Networks (NASDAQ: PANW), where he led global sales for Palo Alto Networks’ cloud native security solutions. Prior to joining Palo Alto Networks, Mr. Grosshans served in senior executive positions with AWS, Oracle, SAP and Avaya, among others.

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Mr. Grosshans joins Coveo with a stellar track record, having successfully led companies to US$1B+ of revenue in four instances, led global sales teams of 600+ across all go-to-market functions, and having held a critical role in a number of corporate development initiatives throughout his tenures, including nearly ten acquisitions.

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Bio coming soon.

As Chief Customer Officer at DocuSign, Kelly Morgan oversees the company’s Customer Success organization. He is responsible for delivering an end-to-end experience that empowers customers to reach their full potential using DocuSign’s platform. In addition to his role at DocuSign, Kelly also serves as a board advisor for Eyelevel.ai. Before joining DocuSign, Kelly was Chief Customer Officer and General Manager for SYKES, a business process outsourcing provider which was a subsidiary of Sitel Group and is now part of Foundever. During his time at SYKES, Kelly was focused on innovating the customer experience for strategic partners while driving customer obsession across the enterprise.

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Prior to SYKES, Kelly held several key leadership positions at IBM Corporation, VERITAS Software Corporation, Symantec Corporation, Frontier Communications and Bain Capital where he oversaw the creation and execution of GTM strategies for several portfolio companies. Kelly has been a strategic customer experience thought leader for over 25 years and is passionate about delivering an intelligent customer journey that is informed, personalized and proactive. He holds a Bachelor of Science Degree in Business Administration and Management from the University of Florida and currently lives in Tampa, Florida with his family.

Maggie Laird is the President of Pentaho, where she leads the organization’s strategy, product direction, employee culture, and software growth initiatives. Under her leadership, Pentaho has emerged as a leader in the data intelligence and integration market, helping companies achieve data-fitness in the Age of AI. Previously, Maggie served as SVP of Corporate Sustainability and Business Transformation, and VP of Global Business Operations and Transformation at Hitachi Vantara. She is a former Managing Director at Deloitte and currently serves as a Board Director at OmniCable.

A seasoned leader with extensive experience, Rich has driven transformative strategies and operational excellence in various capacities. During a significant tenure at EIS, Rich led the evolution of the solutions consulting practice and pioneered the launch of revenue operations capabilities.

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Prior to joining EIS, Rich wore multiple hats in strategy, business transformations and field sales and service organizations. With a knack for spearheading top-line growth and optimizing bottom-line efficiencies, Rich played a pivotal role in harmonizing the endeavors of both customer-facing teams and back-office product units.

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What truly sets Rich apart is an unwavering commitment to performance improvement, transformative organizational change, and expansive growth. Whether harnessing analytics, deriving insights, employing systems, or tapping into an indomitable will, Rich has consistently elevated teams and regions to unprecedented heights.

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An eternal student of the art of management and leadership, Rich boasts an impressive educational background. A Black Belt in Lean Six Sigma melds seamlessly with an MBA in Sales and Marketing and an undergraduate degree in Organizational Behavior. Beyond the realms of corporate boardrooms, Rich has exemplified leadership during service as a Sergeant of Marines.

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Today, as a member of the advisory board, Rich is committed to driving growth, championing innovative solutions, and fostering a culture of fact-based decision-making. His mission is straightforward: challenge the status quo, foster continuous improvement, and always prioritize tangible results.

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Shiva Pillay is an experienced IT industry professional who currently serves as the General Manager & Senior Vice President for Veeam in the Americas region. With over 15 years of experience in various areas of IT, Shiva is responsible for driving growth and business operations for Veeam across the region. He has a broad range of expertise, having worked in Data Protection, Security, SaaS, and Automation.

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Throughout his career, Shiva has held various senior leadership positions in renowned companies including RSA, EMC, The SCE Group, Prevalent Inc., and SevOne. He has worked across different functions, such as revenue generation, sales, customer retention, professional services, operations, channel, and alliances, both
at regional and global levels. Having lived in Australia, the US, and Singapore, Shiva has gained extensive international experience.

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Shiva joined Veeam in 2018 as the General Manager and Senior Vice President for the Asia-Pacific and Japan (APJ) region. During his tenure, he successfully led the APJ team, driving alignment, high growth, and optimizing performance. He focused on serving customers and partners, expanding Veeam's market share in key markets, and addressing modern data management challenges in the evolving technological landscape. In addition to his role at Veeam, Shiva serves as an advisor for several startup organizations in the US. He holds a Bachelor of Arts degree in Psychology from the University of Wollongong.

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

Technology Sales Executive with a proven track record in manufacturing operations, software sales and marketing, information systems consulting, strategic business planning and company financial management. Strong High-Tech and Life Sciences industry experience with a record of results in start-up ventures and development of new business opportunities which require creative problem solving, effective leadership, team development, clear communications and professional business management. Primary focus is to assist client executives in their efforts to plan and successfully implement information technology in order to gain financial results and a competitive business advantage.

Dan has spent over 20 years as a leader in Renewals and Customer Success with a proven track record of delivering retention and growth goals for various technology companies. Currently, Dan leads Okta’s Global Renewals Team, maximizing retention and growth within a +$2.5B ARR renewals portfolio. Dan’s team is responsible for ensuring that Okta customers continually have the subscriptions they need to successfully leverage Okta’s industry leading technology. His leadership has been instrumental in developing and implementing Okta’s global renewals strategy, driving innovation, and ensuring operational excellence. Dan is a passionate leader who focuses on building a culture of trust, transparency, and collaboration to elevate his team and cross-functional partners.

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Prior to Okta, Dan led Global Renewals and Customer Success for Alfresco Software where he had a major impact on the company’s growth and the evolution of its Customer Success function. Dan spent the first half of his career leading renewals teams for ServiceSource, where he had the opportunity to work in partnership with major technology companies like Alcatel-Lucent, Verizon Business, and Motorola Solutions. His decade at ServiceSource set a strong foundation of renewals expertise that Dan continues to build on today.

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Dan lives outside of Atlanta, GA with his wife, Lauren, two children, Donovan and Alina, and mother-in-law Vivien. They have a house full of animals with three dogs, three cats, and two reptiles along with a small hobby farm with a large vegetable garden, a dozen chickens, and several bee colonies. In his limited spare time, Dan enjoys woodworking, photography, cooking, and working on home improvement projects.

David Judge leads a global organization responsible for the insights, strategy, and Customer Success execution across Microsoft’s cloud portfolio (Azure, Modern Work, Security, and Business Applications). His charter is to deliver accelerated customer outcomes, setting the stage for customer experience, health, and business growth.

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Currently serving as a General Manager of Global Customer Success at Microsoft, David is responsible for driving execution excellence across Microsoft's 64 global areas and thousands of field resources. Before this, he was Senior Director of Digital Customer Success at Microsoft, driving customer success strategies at scale.

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Prior to Microsoft, David spent several years at SAP, holding the role of Vice President for SAP Intelligent Enterprise Solutions, guiding product strategy and increasing market awareness for machine learning, conversational AI, and intelligent process automation products and services. Earlier in his career, he held leadership positions at Cognizant and IPsoft, focusing on consulting, automation, and developing cognitive platforms for Fortune 500 customers.

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David holds a BS in Computer Engineering from Virginia Tech, where he laid the foundation for his career in technology. David’s diverse experiences have equipped him with a unique perspective on driving innovation and customer success in the tech industry.

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LinkedIn: https://www.linkedin.com/in/davidhjudge/

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With over 20 years of experience driving service growth in high-profile customer success, sales, and operations roles within the global technology sector, Glen Edington brings a wealth of expertise to the table. Currently, Glen heads Lenovo's Maintenance Services Renewals business, which continues to achieve double-digit growth rates amid Lenovo's Services Led Transformation. His focus on building and activating strategies throughout the customer journey has optimized go-to-market approaches, sales processes, and support services. A key aspect of Lenovo's renewals strategy involves enhancing partner and end customer experiences through digital transformation. Outside of work, Glen and his wife, Evie, share a passion for travel.

With nearly 25 years in the Customer Success and Renewal space, Holli brings institutional knowledge and evolutionary thinking critical to protecting and maximize revenue retention. From building high-performing, results-driven teams to designing Go-To-Market service offers and education programs that accredit, improve adoption, and grow customer maturity, she delivers expert-level leadership in areas aimed to deliver faster, more predictable, time to value. Holli currently runs a $2B+ renewal business and is known for her balance of strategic and transformative execution across global practices while maintaining her reputation as a collaborative leader and a respected mentor. She’s passionate about DE&I and is currently the Executive Sponsor for Genesys’ Women’s Initiative Network. She can often be found looking for opportunities to grow talent and support upcoming professionals.

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While not in front of a screen, Holli can be found spending time with family and friends ‘making memories’ in the outdoors, enjoying live music, and traveling to new destinations. She studied communications with a major in Journalism at Brigham Young University and currently resides in Utah with her husband, 6 children, 2 daughters-in-law, and 3 grandchildren – the more the merrier!

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

Karolin DiCristina is the World Wide Director of HP’s Global Customer Success Strategy. Karolin came from Technology Services Industry Association where she lead clients to adopt best-in-class Customer Success practices, technological solutions and metrics systems.

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She brings consultative and leadership skills that have been honed from Fortune 100 firms like Bank of America to deep industry research firms like TSIA and Dell’Oro Group. At HP Karolin is dedicated to developing industry leading applications and adoption of Customer Success principles across a global network, while addressing and allowing for geographical and legislative differences across the HP ecosystem. Her ability to win over internal clientele, successfully express both near and long-term visions for more cohesive, uniform and data-driven decision making are already yielding results for HP plans and implementations in Customer Success worldwide.

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Karolin is married with two children and resides in Southern California. She is an avid traveler, loves good food, hiking, yoga and spending time with family and friends. She is a U.C. Berkeley graduate, and a proud Golden Bears fan. GO BEARS!

Lisa Scanlon is a global customer success leader with over 15 years of experience in the manufacturing industry. As Senior Director, Global Customer Success, she is focused on building high-impact teams, scaling customer success globally through partners and digital touch strategies and delivering exceptional customer experiences worldwide.

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Over Lisa’s career she has held roles in sales, sales leadership, market access, and product management for Parker Hannifin and Rockwell Automation. Most recently Lisa led Customer Success across North and Latin America for Rockwell Automation accelerating recurring revenue growth, improving net dollar retention and renewal rates, and driving partner success through channel partners. Her work has helped manufacturers drive productivity and operational efficiency through innovative, customer-centric strategies.

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A passionate advocate for epilepsy and autism, Lisa serves on the board of the Epilepsy Association. She brings her values of inclusion, disruption, and people-first leadership into every space she enters, whether in the boardroom or the community.

Lou Mabley is a 20- year Dell Technologies veteran and an established leader in the renewals industry. He currently leads the support and renewals sales and operations teams driving over $10B Global Service business with staff of almost 2,000 across 32 countries.  Lou is passionate about developing highly capable and proficient teams to deliver record level growth and profitability through aggressive change management, strategic planning, and technology adoption.  Prior to joining Dell in 2004, Lou was the VP of Marketing for Schlotzsky's Deli, a Brand Manager for Kraft Foods, and a High-School Math Teacher. He received his Master’s in Business Administration from the University of Texas and received an undergraduate degree from Dartmouth College.

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Lou lives in Austin with his wife, Kathleen, and 3 boys.  Lou is an avid Boston Red Sox fan and loves the University of Texas Longhorns.  Hook ‘em.

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Matilde “Mati” Pitkanen has over 30 years of experience working in the high-tech software industry. She has spent most of that time at BMC Software where she has held various roles across the company. As an individual contributor she has worked in development, product management, education services and managed services. As a leader, she has built programs and organizations in critical account recovery, solutions marketing and channel sales. She is currently responsible for global renewal sales where she is leading a transformation of the team from a traditional support sales organization into a renewal sales team that is driving expansion sales and focusing on customer success.

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Personally, Mati is passionate about DE&I, acting as a founding member and the captain of the LatinE ERG at BMC. She is also an active participant of the Women in IT and PRIDE organizations. Family is the most important thing to Mati and she is proudest of her two children, both studying in Colorado. She currently resides in Leander, Texas with her husband and two pups. Mati holds a Bachelor’s of Science in Mathematics from the University of Texas at Austin.

Nicci Fagan is the Vice President of Renewals and Customer Success at CDW. She is responsible for developing and executing the strategy for maximizing the renewal opportunities across the CDW portfolio, as well as ensuring that our customers achieve their desired outcomes from our integrated services solutions.

Previously, Fagan was Director of Strategic Initiatives for both Commercial Sales and the Small Business organizations. She worked closely with and on behalf of the broader executive leadership teams to align priorities and execute projects. She owned the program coordination and management of monthly, quarterly and annual initiatives, ensuring collaboration from cross-functional stakeholders and partners, driving meaningful and profitable growth for CDW.

Since joining CDW in 2002, Fagan has worked across the organization with increasing levels of responsibility and expanded her area of expertise to include education, small business and corporate business units. Having a passion for helping people navigate their careers, she was previously the executive sponsor for CDW’s Emerging Leaders Program and Chair of the Women’s Opportunity Network.

Fagan graduated with honors from Ohio University (Athens, Ohio), where she earned bachelor’s degrees in Marketing and Management Information Systems and a Sales Certificate from the Sales Centre at Ohio University. She resides in Chicago with her husband, Dan, and daughter, Nora. They enjoy spending time on the water and spending time with family and friends.

Ramkumar Varadarajulu is the Group Vice President of Subscription renewals at Informatica. Ram joined Informatica in 2006 and has held several positions leading Customer support and Customer success. Over his 17 years with Informatica, he has been an integral part of the company’s subscription renewal business at scale while the company transformed from License to Subscription to Cloud first Consumption driven strategy. Before Informatica, Ram worked with Tata Consultancy services in various consulting roles for six years. Ram is enthusiastic about delivering best-in-class renewal rates and driving NRR by adding products and services driving cross-sells at the time of renewals.

Rob Rosa is responsible for Extreme Network’s Global Service Sales, which includes new and renewal opportunities for ExtremeWorks / PartnerWorks, Premier Services, and Professional services. He will also focus on growing the new service offerings under Extreme’s Managed Service platform (Monitoring Plus and Response Plus) and continue to develop new consumption opportunities (CPEaaS and Enterprise License Agreements). He is looking to expand Extreme’s service footprint with the assistance of the Extreme’s partner network.

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Prior to Extreme Networks, Rob was the leader of Cisco’s U.S. Public Sector Services Partners as well as the U.S. Services Field Partner Organization. In this role Rob was responsible for the strategies related to sales, marketing, partner enablement, partner profitability, and promoting services growth for over $3B+ in Cisco Service revenue through channel partners across the U.S. Specifically, Rob leads the Services Channels team in conjunction with Service Sales, and our Partners to develop a comprehensive Services strategy that supports the end customer’s mission or strategy while developing sustainable business models for our partners. This entails driving new program adoption, increased focus on service revenue opportunities, and overall partner enablement to assist in growing the overall business of the partner.

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Rob spent 16+ years at Cisco, in that time he held various finance, sales operations positions in various verticals supporting the sales organization. Rob holds his undergraduate Accounting degree and his MBA in Accounting Information Systems from Suffolk University – Sawyer School of Management. In his spare time, he enjoys taking classes at the Harvard Business School and volunteering as the Treasurer of his Local Youth Football and Cheerleading organization with 400+ members and 100+ volunteers. Rob Rosa resides in the Boston, Massachusetts area with his wife and 3 sons.

Russ Nettle joined Vital Images in 2003 and has held leadership roles in Customer Support, Customer Success, Professional Services, and Account management. Russ took on his most recent role as Vice President of Account Management in 2019. In this capacity he oversees the adoption, renewal, and sales expansion aspects of Canon Medical Informatics North American business. Prior to this, Russ served as Vice President of Global Services from 2014 to 2019. In this role he was responsible for all Services within the business, including professional services, customer success, and customer support. Prior to his employment at CMI and receiving his Series 6 and 63 licenses, in addition to his MSCE certification, Russ held a variety of positions within Finance, IT, Enterprise Applications. He received his Bachelor of Arts from the University of Minnesota.

Sean Sauter is International Game Technology’s (IGT) Vice President of System Sales and Customer Success for the Americas, a leading technology provider in the casino gaming industry.

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Sean and his team are responsible for new product sale revenue generation, growing recurring revenues, and developing strategies to help customers maximize value of their IGT Systems products.

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Sean has extensive global experience in business development and bringing innovative and transformative gaming products and services to market, many of which were industry firsts, such as the award-winning IGT Advantage™ IaaS and IGT Floor Manager™ cloud-based solutions.

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Prior to his current role, he was IGT’s Global Vice President of R&D and Services, where he proudly led IGT’s multinational R&D and Service organization. During this time IGT evolved its R&D and Services teams which resulted in the introduction of many new technology and people-oriented capabilities, as well as the monetization of many new fee-based Managed Services offerings.

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Sean lives with his wife and son in Las Vegas, Nevada and in his spare time enjoys traveling with his family, golfing and enjoying the great outdoors!

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As Vice President of Customer Success & Lifetime Value, Simon Leads HPE’s global Operational Services Sales, and Customer Success business; accountable for the expansion and long-term retention of HPE’s customers and partners. Leveraging his extensive experience as an IT Executive and passion for delivering results, Simon has demonstrated a consistent track record of building high-performance global teams across diverse disciplines, including general management, customer success, and all aspects of service delivery.

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In his previous role as the VP of Cloud Delivery Transformation, Simon played a pivotal role in evolving HPE’s Services business to provide as-a-service (aaS) solutions at scale, positioning HPE as an industry leader in next-generation edge-to-could services.

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Simon’s global experience includes leading HPEs North America Delivery team as the Vice President of Pointnext Delivery, prior to which he served as Worldwide Delivery Leader for HPE Communications & Media Solutions (CMS), managing 2,000 employees across 48 countries and delivering telecom industry-specific solutions. Simon also held leadership roles as Senior Director and General Manager for CMS Asia Pacific & Japan, with responsibility for P&L, strategy, sales, and delivery, and as Vice President of Applications & Business Services, Asia Pacific & Japan, for HP Enterprise Services.

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Simon is passionate about improving business performance, customer satisfaction, and driving value through continuous improvement and digital innovation. He lives in Houston, Texas with his wife Karen, and three sons.

Ali Moghal serves as the Global Vice President of Customer Success at NetApp. In this capacity, Ali leads the Customer Success teams for NetApp’s Cloud business, with a focus on driving business and technology outcomes for customers. He brings extensive experience in establishing and scaling Customer Success management and engineering organizations, aimed at helping customers maximize their return on investment from Cloud and hybrid technology investments.

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Ali joined NetApp from Google Cloud, where he played a pivotal role in establishing the Customer Success function and building high-performing teams. He was instrumental in developing the customer success engagement framework for Cloud, encompassing Infrastructure, SaaS, Platform, and Generative AI solutions for GCP’s enterprise customers. Ali led the Customer Success team for the west region and subsequently established and led the Healthcare and Life Sciences Customer Experience team.

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Prior to his tenure at Google Cloud, Ali spent four years at Salesforce, where he led customer success engagements for some of the company's largest customers and assumed various leadership roles. His career also includes over a decade in Management Consulting and Professional Services, where he gained valuable experience across multiple industries and roles.

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Ali holds a bachelor’s degree in information systems and computer science from Loyola University Chicago, as well as an MBA from the University of California, Berkeley. He resides in the Bay Area, California, with his wife and two daughters. In their spare time, they enjoy traveling, culinary adventures, building Legos, and supporting charitable causes that they are passionate about.

Bhusha is a seasoned global Customer Success Executive with over 25 years of experience building and scaling high-impact Success teams at leading Saas companies, including Twilio Segment, DocuSign, Slack, and Salesforce. Her leadership spans diverse environments-from most recently scaling Success teams at startups like Forethought.ai and Apollo.io to building global post-sales teams at Slack as it surpassed $1 B in ARR and successfully went public.

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Throughout her career, Bhusha has focused on driving tangible customer value and building high-performing teams with the customer at the heart of every decision. Bhusha's expertise lies in team building, operationalizing customer retention programs, and applying design thinking to develop customer-centric solutions. Her leadership has consistently transformed post-sales teams into growth engines, delivering measurable business results across all organizations she's led. Beyond her executive roles, Bhusha is a dedicated mentor to emerging go-to-market leaders and has served as adjunct faculty at DePaul University. Outside of work, she is an avid world traveler, foodie, and trained performer from Chicago's Second City theater company.

Bill Tabbit-Humphrey is the Senior Vice President (SVP) of Customer Experience at Alteryx, where he leads global post-sale customer teams, including Customer Success, Support, Solutions, Education, and Innovation.With over 25 years of experience in both pre-sales and post-sales, Bill is a dynamic leader who brings a unique blend of customer focus, technical expertise, and strategic vision to drive business value for our clients.

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Before joining Alteryx, Bill led several private and public teams with global operations, focusing on building scalable customer service organizations and delivering industry-leading results. He is renowned for his transparent and collaborative leadership style, balancing analysis, logic, and interpersonal dynamics to create effective strategic and tactical plans, all while maintaining unwavering dedication to client satisfaction.

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In addition to his professional achievements, Bill serves as an Advisory Board member atBlueYeti and is a Customer Success Board Member at TSIA. Bill holds a B.S. in Computer Science from King's College and an M.B.A. in International Business from Touro University.

Brent Cogswell is the Head of Customer Success for Schneider Electric leading the global transformation to define and implement a growing Customer Success practice supporting all recurring revenue. Schneider Electric a multinational company providing energy and automation digital solutions for efficiency and sustainability. Since recurring services are expected to grow twice faster than the rest of the group Customer Success is critical to support this. Previously Brent was VP of Customer Care for NAM where he led the transformation to drive revenue and efficiencies by leveraging digital and low cost locations. He brings 25+ years of leadership experience.

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With roles in regional support, direct account management, global process, Customer Care, and finally Customer Success. He has led global organizations of 600+ employees, he has developed proven leadership and people development skills, international experience and accumulated many examples of global, operational and customer success. Brent lives in Rhode Island and is based out of Boston, MA USA. He is married with three grown children. Passions outside of work are boating, skiing and hiking.

As Vice President of Customer Success at Park Place Technologies, Brett Pytel leads the global strategy for customer retention, contract renewals, and overall customer experience. He is responsible for ensuring the successful management of recurring revenue through timely and efficient contract execution, proactive churn mitigation, and fostering long-term client relationships. Brett plays a critical role in aligning customer outcomes with business growth objectives, driving cross-functional collaboration, and shaping scalable success strategies that deliver measurable value.

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Prior to his current role, Brett held several key leadership positions within Park Place, including leading enterprise sales and playing a central role in establishing and expanding the company’s presence across the EMEA region. His deep experience in international market development and large-scale sales strategy provides a unique perspective on global customer needs and operational excellence.

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Brett hold’s a bachelor’s degree in business from The University of Toledo. He resides in Cleveland, Ohio with his wife and two sons. In their spare time, they enjoy traveling, gardening, outdoor activities and spending time with family and friends.

Brittany Easley serves as the Chief Customer Officer for Blue Yonder. In this role, she works across Blue Yonder driving the company toward exceptional customer experiences and unmatched customer value realization. She is the ultimate voice of the customer, driving alignment between customer needs and Blue Yonder’s products and services innovation, execution, and evolution.

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Brittany has more than 20 years of experience in the supply chain industry on the customer side, supporting the development of complex business solutions with a financial focus. Before joining Blue Yonder, she worked at Advance Auto Parts, first in pricing and then moving up to become the Senior Vice President of Product Transformation. In this role, she was responsible for implementing complex, cross-functional programs – capturing the needs of the business to translate into technology enablement and development. Prior to that, she worked at JCPenney for more than 18 years in various roles from strategic pricing, international sourcing, supply chain operations, and procurement.

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Brittany has a master’s in Business Administration from SMU Cox School of Business and a bachelor’s in Business Administration and Management from Georgia Institute of Technology. She also holds minor certification in Supply Chain and Finance.

DeAndra Jean-Louis is the Dayforce Global Head of Customer Success. She joined Dayforce in 2024 and brings over 25 years of experience steering profitable and customer-focused growth across diverse sectors such as cloud software, services, hardware, and networking technology. She has spearheaded numerous successful transformations of Fortune 100 enterprises in their move to the cloud. DeAndra’s international exposure, having lived and worked in Europe and China, adds depth to her insights. She has built global teams that prioritize exceptional customer experience, resulting in high customer satisfaction and expansion.

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Before joining Dayforce, DeAndra was Chief Customer Officer at Aryaka Networks, Head of Customer Success at Palo Alto Networks, and EMEA Head of Services and Customer Success at Workday. Her leadership journey also includes pivotal roles at Anaplan and IBM. Beyond her professional endeavors, DeAndra is a lifelong advocate for and dedicated to advancing opportunities for girls in STEM fields. She holds a Bachelor of Science in Mathematics from Louisiana State University and currently serves as a board member for Career Girls. Alongside her husband, she indulges her passion for travel and amazing food with a home base in The Woodlands, TX.

Erika Cowen is the Vice President of Customer Success at F5. She leads the global Customer Success organization at F5, focused on delivering quantifiable outcomes for customers across all products. As a seasoned executive in the tech industry, she has 20+ years of experience in Customer Success, Customer Experience, Enhanced Support, Training, and Shared Services.  

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Erika has a proven record of accomplishment building high-performing and human-first teams from the ground up in North America and overseas, with experience ranging from large Service Providers to smaller entrepreneurial organizations. Erika was an IWF (International Women’s Forum) Fellow from 2022-2023, studying at INSEAD and Harvard Business School, and is always looking for opportunities to pay it forward. She volunteers her time facilitating sessions for middle school children through Junior Achievement, and mentoring women and young professionals with diverse backgrounds through SV Academy and HerWILL.

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Erika attended the University of Western Ontario with a degree in Psychology and resides in Toronto, Canada with her family and enjoys both the summer and winter sports Canada has to offer.

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LinkedIn: linkedin.com/in/erikacowen

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Gregory (Greg) Marchwinski has been in the technology and services business for many years. In his role with Cloudflare, Greg leads the Global Customer Services organization which include Customer Success, Professional Services, Customer Education and the Technical Account Management teams, Prior to joining Cloudflare, Greg was the VP of Professional Services, Partner Programs and Education Services at Alteryx. Greg also served as the VP of Customer Success at Epirus, Inc. which is a weapons system company using high power directed energy to impact electronics and Unmanned Aerial Vehicle. He was responsible for Sales Engineering and all post-sales services including Professional Services, Field Service Engineering, Support, Training & Enablement and Field Test. Before that, Greg was the VP of Global Services at Transmit Security – an Identity and Access Management software provider in the cybersecurity space. Greg ran all post-sales services teams. Prior to Transmit Security, Greg was VP of Global Professional & Focused Services at Palo Alto Networks for 4+ years. During Greg’s tenure, he helped expand the Professional Services and Technical Account Management teams from 90 people to over 600 worldwide while growing revenue from $28M annually to over $180M. Greg also held a similar leadership position at Juniper Networks running their Professional Services team globally. Greg also held executive leadership positions at AT&T, Sun Microsystems, and several other startups.

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Greg holds a BS in Applied Mathematics/Computer Science from Carnegie-Mellon University and an MBA from Rollins College. He lives in Longwood, Florida with his wife Ruth and Old English Sheepdog Royce. Greg has 3 successful adult children and 5 wonderful grandchildren.

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When not focused on Services, Greg enjoys golfing and spending time on his boat doing offshore fishing.

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Mike is a seasoned leader in customer success, currently heading the Customer Success organization for Microsoft's Modern Work business. With over three decades in the technology industry, Mike drives strategies to enhance customer experiences and optimize product adoption, particularly focusing on emerging technologies like Copilot.

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Before Microsoft, Mike held executive roles at Splunk, Cisco Systems, and Dell Secureworks. At these companies, he led global customer success initiatives, transformed customer experience organizations, and built high-performing teams. His strategic focus included improving product adoption, driving customer retention, and achieving significant revenue growth. Mike is adept at aligning organizational goals with customer needs, leveraging data analytics, and fostering cross-functional collaboration to deliver exceptional results.

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Mike is known for his commitment to excellence and innovative approaches to customer success. Join us to gain insights from Mike Carter on transforming customer success strategies to drive growth and enhance customer experiences.

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Ms. Lyskawa is a skilled executive leader with more than 25 years of experience in the enterprise software industry with a successful track record in global client success, corporate strategy, marketing, and recurring revenue sales and execution. Currently, Ms. Lyskawa serves as EVP & Chief Client Officer for Rimini Street, the leading third-party support provider for Oracle, SAP and VMware software and a global provider of end-to-end enterprise software support, management and innovation solutions. In her role, she is responsible for delivering an exceptional client experience and having an intimate knowledge of the voice of the customer with oversight for onboarding, client success, client sentiment, retention, growth and advocacy. Ms. Lyskawa also serves on the Board for Rimini Street Labs, India.

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Earlier in her career, Ms. Lyskawa spent several years at EDS (now HP, Inc.) where she specialized in ERP implementations before joining PeopleSoft and then Oracle where she held senior management positions in customer services, support operations and services marketing.

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As a breast cancer survivor, Ms. Lyskawa serves on the Board of Living Beyond Breast Cancer, a nonprofit working with women who have been diagnosed with breast cancer and their caregivers during their experience of diagnosis, treatment, and recovery.

Samrat Tandon is a seasoned leader in customer success, with extensive experience driving customer satisfaction, retention, and business growth. As a member of TSIA’s Customer Success Advisory Board, Samrat contributes expertise in optimizing customer engagement strategies and delivering measurable business outcomes. With a proven track record of fostering client relationships and leveraging innovative solutions, Samrat is committed to advancing the field of customer success and helping organizations achieve long-term value.

Shane Hughes is the global Head of Customer Success at LinkedIn Sales Solutions. With over 30 years of experience in sales leadership and customer success, Shane has transformed and scaled organizations, sold consulting services and technology products, and aligned cross-functional teams to drive customer value, retention, and revenue growth.

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Previously, he spent a decade at Salesforce leading multiple Customer Success teams, including vertical and specialist success teams, and the Success Plans product and sales team. Shane began his career at Accenture and later founded and led consulting and software companies.

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He holds a Bachelor of Business Administration from the University of Massachusetts. Shane is known for his entrepreneurial mindset, focus on customer success, and building a culture of transparency and innovation. Shane resides with his wife Helena and their many children north of Boston. Outside of work, he enjoys skiing, soccer, and lake life.

Susan deCathelineau is the Chief Customer Success Officer at ImageTrend, where she leads the Customer Success team with a focus on growth, expansion opportunities, and delivering an outstanding user experience. With over twenty years of experience in the healthcare technology sector, Susan is dedicated to creating a superior customer journey by leveraging her deep industry knowledge and innovative strategies.

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Before joining ImageTrend, Susan served as the Chief Customer Success Officer at Hyland in Westlake, Ohio. In this role, she was instrumental in driving customer engagement and success, partnering with sales, product management, and development teams to advance customer growth. Her efforts were pivotal in enhancing the overall health and satisfaction of Hyland's customer base.

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Prior to her tenure at Hyland, Susan was the Corporate Director of Information Services at Allina Health in Minneapolis. Here, she gained firsthand experience in the powerful role of data in emergency services and healthcare technology. Her leadership and customer-centric approach significantly contributed to the organization's success in improving patient outcomes and operational efficiency.

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Susan's passion for empowering customers and her commitment to excellence have been the cornerstones of her career. She continues to drive innovation and foster healthier, safer communities through her work at ImageTrend.

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Traci Gearhart is a dynamic Customer Success leader with a proven track record of building and scaling customer success organizations focused on revenue growth, retention, and customer adoption. She leverages her expertise in SaaS, enterprise technology, and data-driven customer engagements to build and lead high-performing teams at global organizations. Currently, she serves as Vice President of Customer Success at NTT DATA Business Solutions, with previous Customer Success leadership roles at Prevedere and Anaplan.

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Traci is passionate about staying in formed on market trends to incorporate them into her strategic approach. As a forward thinker, she has begun integrating AI technology into Customer Success, using customer intelligence to refine engagement strategies and drive meaningful outcomes.

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She resides in Marin County, just north of San Francisco, where she enjoys hiking, pickleball, skiing in Tahoe, and cooking with friends and family.

At ServiceNow, Tracy leads the ITSM Product Management team that’s chartered to accelerate worldwide sales for the flagship product and will help set the company as an IT portfolio thought leader. Prior, Tracy held similar roles at GE Digital and Symantec, where she led global product management and customer success teams, refreshing strategies and redesigning service offerings that improved customer-satisfaction scores and revenue. After graduating with a bachelor’s degree in business administration from the University of Arizona, Tracy began her career at PeopleSoft in services sales and marketing — a passion that has lasted throughout her career.

Usman Nasir is a Vice President of Customer Success at Salesforce. Usman’s experience in high tech spans over 20 years, building and scaling Customer Success and Sales Engineering organizations. Usman's CS organization helps customers maximize their Salesforce investment by accelerating business value and business outcomes while focusing on adoption, revenue retention, revenue growth and improving NPS and CSAT of Customer Success engagements.

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Usman serves as a customer success executive sponsor supporting some of Salesforce’s largest customers advising executives on their technology investments and roadmap. Usman has spoken at Salesforce events such as Dreamforce, Connections, World Tours and industry events sharing his thoughts on Customer Success, AI, Data and CRM with thousands of attendees. He has also worked at Oracle and Zuora.

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He holds a Software Engineering degree and is a proud first generation US Citizen. He resides in Naperville, IL with his wife, Kanwal and 2 children.

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As the Global Leader of Client Education at IBM, Angela brings over two decades of extensive experience in technology development, cybersecurity, and learning to the table. Her career has been marked by a relentless pursuit of innovation and a commitment to empowering individuals and organizations through knowledge.

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In her current role, she is responsible for designing and implementing comprehensive educational programs that equip clients with the skills and insights necessary to navigate the ever-evolving technological landscape.

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Angela resides in the Raleigh-Durham area and enjoys time away from work on her alpaca farm with her husband and three adult children when they fly in for a visit.

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Dr. Ashley Hodge is the Director of Siemens Xcelerator Academy at Siemens Digital Industry Software. Her mission is to engage and excite Siemens’ Xcelerator learners through a seamless end-to-end experience with Siemens Xcelerator Academy. Additionally, her team focuses on developing and bringing high quality and competitive learning offerings to market for software users. Siemens Xcelerator Academy is determined to deliver best-in-class training to increase user productivity and support customers in realizing value. Ashley has covered various leadership roles within Siemens.

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For the last several years she has built a Curriculum Management organization that takes a “digital first” approach and sets the industry benchmark for curriculum development. Under her leadership, the team has developed and now maintains over 2000 hours of unique, commercial learning content and leverages 100’s of subject matter experts from across the company for curriculum development, managing 25,000+ working hours year over year.

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Ashley has over 10 years of education and learning experience, is recognized as a thought leader in learning and holds an Ed.D in Education and Instructional Design, an M.A. in Educational Studies and a B.A. in Business Administration in the state of Pennsylvania.

Buffy Ellis is a dedicated leader with a passion for fostering innovation and a values-driven culture. With a career spanning over 30 years, Buffy has accelerated success for technology initiatives by focusing on one thing: People. She is passionate about encouraging diversity of thought and helping others live up to their own potential. As the Director of Workforce Development at CDW, Buffy believes that the backbone of a healthy and dynamic team is a bulletproof culture, characterized by unwavering dedication to quality, open communication, and a dynamic work environment. Her team enables CDW clients through training, passionately supporting their clients' learning journeys throughout the technology adoption life cycle.

Chelsea Havill is the Head of Global Customer Education at S&P Global Energy, where she leads strategy and execution across Portfolio Management, Content Design & Development, and Platform Operations. She oversees global digital learning programs that drive product adoption, customer retention, and scalable enablement for clients and customer-facing teams alike.

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Known for her entrepreneurial mindset and collaborative leadership style, Chelsea has 20 years of experience building strategic capabilities from the ground up. She has a unique ability to bring teams and leaders together around shared goals, and she thrives in driving forward complex, cross-functional initiatives.

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Chelsea is passionate about elevating the role of education within the broader customer experience and designing customer-centric learning programs that scale. Her team operates at the forefront of emerging technology, evidence-based design, and data-informed solutions.

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A lifelong learner, Chelsea holds an MBA in Entrepreneurship from Babson College and executive certifications in Neuroscience, Design Thinking, and Customer Experience. As a certified coach through the Flow Research Institute, she supports leaders and teams in elevating clarity and performance in high-stakes environments.

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Based outside of Boston, Chelsea is an avid gardener and enjoys spending time with her husband and three children.

Chris Koons is currently the VP of Customer Education at Infor. With over 20 years of experience, he specializes in building and scaling global customer education and go-to-market (GTM) enablement strategies that deliver measurable outcomes for customers, employees, and the bottom line. At Infor, Chris designs and implements innovative learning and engagement frameworks that accelerate user adoption, improve time to value, and maximize enterprise software impact, firmly positioning enablement as a strategic growth engine rather than just a support function.

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Before joining Infor, Chris spent nearly 15 years at SAP Concur, where he played a pivotal role in expanding the business in travel, expense, and invoice management solutions. His leadership helped unify sales, marketing, customer success, and product strategy around shared business outcomes, driving significant revenue growth and enhanced customer engagement.

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Throughout his career, Chris has led high-impact teams across revenue enablement, customer engagement, and leadership development, delivering programs that reduce ramp time, elevate talent, and improve seller and customer performance at scale. His core strengths include transforming enablement into a strategic lever, architecting scalable learning solutions across the entire customer and employee lifecycle, and leading global GTM initiatives with clear ROI and business alignment.

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Outside of work, Chris is a proud father of three: twin sons who have followed in his footsteps in technology sales and a daughter beginning her freshman year in college. He enjoys exploring new wines with his wife, Amber, and friends while passionately cheering on college sports athletics.

Colin Forth is responsible for product education globally at Workday - inclusive of Customer, Partner, and Professional Services. He has extensive system experience in the areas of human resources, finance, administrative services, and service delivery. His 20+ career in technology shows continued success in driving customer satisfaction in tandem with business results. Prior to Workday, Mr. Forth worked in various roles at KPMG, Oracle, and PeopleSoft. Colin has an educational background in economics (University of California, Berkeley) and planning (Cornell, MRP). He is currently focused on providing clear paths to better employment through training.

Dheeraj is Head of Education and Partner Enablement at Nasdaq. With a strong background in Financial Technology and the passion for helping clients and partners deliver quality implementations, Dheeraj leads the Education Services at Nasdaq with customer centricity at its heart. He has been instrumental in establishing a structured Education Services organization that prioritizes the learning and success of its employees, clients and partners.

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Dheeraj is a strong advocate of Certification programs and launched Nasdaq Calypso and Nasdaq AxiomSL certification programs. He is responsible for the strategy, sales, content development and delivery of Education Services. Dheeraj has been at the forefront in promoting the use of AI for content creation and optimizing content delivery times, while also emphasizing on the importance of a classroom-style instructor-led trainings.

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Under his leadership, Nasdaq Education Services has won two TSIA Star Awards in Education Services focusing on Innovation in use of Technology and Monetization in Education Services.

Elia Lora is the Senior Director of Education & Enablement at Vertex Inc., where she leads the global strategy for partner and customer enablement, education services, and certification programs. With more than two decades of experience in learning, talent development, and customer success enablement, Elia is dedicated to building education ecosystems that accelerate adoption, strengthen delivery excellence, and drive measurable outcomes.

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A Certified Professional in Talent Development (CPTD) through the Association for Talent Development for over ten years, Elia has been recognized with multiple awards for developing innovative customer success and enablement programs that transform how partners and customers achieve value.

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Elia is passionate about integrating AI-driven education and predictive enablement to personalize learning and enhance efficiency. Under her leadership, Vertex Education & Enablement earned the 2025 TSIA STAR Award for Excellence in Customer Success with Partners, recognizing the team’s innovation in scaling enablement to achieve customer outcomes through partnership.

Geoff Bergren serves as the Director of Education Delivery at BMC Software, bringing to the table over three decades of expertise in the education sector. With a solid foundation built over 10 years as a technical instructor for Informix Software and VERITAS Software, followed by 20 years of leadership in education delivery management with Symantec and BMC Software, Geoff possesses a comprehensive understanding of the intricacies of the customer education business.

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Throughout his career, Geoff has guided his teams through the dynamic landscape of the industry, embracing and implementing advancements from traditional transparencies/overhead delivery to cutting-edge AI technologies. From his early days in the classroom to the evolution of virtual training and cloud-based platforms, Geoff has consistently demonstrated his capacity to anticipate and adapt to emerging trends.

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Geoff's educational background includes a Bachelor of Science in Computer Science from the University of Minnesota and a Master of Arts in Organizational Management from Ashford University.

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Currently based near Tyler, Texas, Geoff resides with his wife and two of their four daughters on a small cattle ranch. Passionate about community engagement, Geoff and his family also foster dogs for a local dog rescue, embodying a commitment to both professional excellence and compassionate service.

Haley Heter is an accomplished enablement leader with a background spanning over 20 years in the technology industry. As the Senior Director of Cohesity Academy at Cohesity, Haley has been instrumental in establishing the foundation and growing the global strategy of a formalized education and certification business. Under her leadership, Cohesity Academy has achieved substantial growth in learner engagement and productivity, specializing in AI-driven solutions for security and data management. The Academy focuses on delivering high-caliber training across all audiences internally and externally on Cohesity's industry-leading suite of AI-driven, security, and data management solutions.

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Prior to her current role at Cohesity, Haley served as the Director of Portfolio, Development, and Certification at NetApp where she led the global curricula team, overseeing the design and implementation of strategic educational programs that supported business goals and ensured high standards across all learning initiatives. She holds a degree in Master of Science in Instructional Design Technology from Emporia State University. Beyond her professional achievements, Haley is deeply committed to promoting diversity and inclusion within the tech industry. She chairs Cohesity’s Women Impact Network, an initiative aimed at empowering women through mentorship, networking, and professional development opportunities. Haley loves traveling with her daughter, who is a pilot, exploring new destinations together and enjoying a unique experience from the cockpit.

Heather Engen is a seasoned executive with over two decades of leadership experience spanning Fortune 500 and Global Fortune 500 companies, including GE Digital, Fujitsu Americas, Lenovo, and IBM. Currently serving as Chief Customer Officer at Netradyne, a rapidly growing pre-IPO AI technology unicorn, Heather is leveraging her broad experience to lead global teams across Customer Success, Account Management, Support, Field Engineering, and Customer Education—driving transformative initiatives that elevate customer experience and accelerate growth.

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Throughout her career, Heather has consistently delivered results across hardware, software, and services businesses, with full P&L accountability for complex, multi-product portfolios. Her strategic acumen and operational excellence have fueled successful turnarounds, double-digit growth, and best in class customer retention. From launching digital customer journeys to restructuring global support operations, Heather has built a reputation for aligning cross-functional teams around the customer and delivering measurable impact.

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Heather’s passion for customer advocacy was shaped by her diverse experience in product management, marketing, sales, and strategy. This journey has instilled a deep understanding of customer needs and a commitment to delivering value at every touchpoint. Her leadership philosophy centers on authenticity, empathy, innovation, and continuous learning—principles she applies to empower teams and foster long-term customer partnerships.

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Heather holds an MBA from the University of North Carolina’s Kenan-Flagler Business School and a BS in Business Administration from the University of South Dakota. She is a champion of mentorship, leadership development, and DEI initiatives.

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Based in Apex, North Carolina, Heather loves spending time with her family, both humans and the canine variety. She is active in her community and enjoys a multitude of fitness activities that have most recently led to Spartan racing. She is an avid reader, loves music and concerts, and is always up for a great movie, (scary movies not included).

Jennifer Healy leads the development of innovative customer expertise and education offerings for Salesforce Success Plans, where it is recognized that empowered users are essential to maximizing the value of the Salesforce platform. Passionate about creating impactful learning experiences that drive customer adoption, increase value realization, and reduce churn, Jennifer brings over three decades of experience in the education and services sector and a deep understanding of the Education Services Market. She has a proven track record of incorporating the Voice of the Customer to drive product strategy, defining, planning, launching, and maintaining numerous offerings that have demonstrably improved customer adoption and satisfaction. Her data-driven approach involves analyzing user behavior and gathering feedback to ensure offerings are relevant, engaging, and effective.

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Prior to Salesforce, Jennifer held product and program management leadership roles at several leading technology companies, including Veritas, Symantec, and GE Digital, where she honed her expertise in the education services market. Her background in history (BA, Binghamton University) and information science (Master’s in Information and Library Science, San Jose State University) provides her with a unique perspective on understanding customer needs and developing effective learning solutions. A firm believer in the power of knowledge and information to drive innovation, Jennifer is committed to driving innovation in the customer success space and is passionate about empowering individuals and organizations through education. In her free time, Jennifer enjoys spending time with her three kids and enjoying the outdoors.

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Karl Reynolds serves as the Senior Director of Global Learning Services at Red Hat, where he drives the growth of a global community of skilled and passionate users of Red Hat's open-source technologies. Before joining Red Hat, Karl held various leadership roles in education services at leading organizations, including Business Objects (now part of SAP), PeopleSoft (now part of Oracle), and Lawson Software (now part of Infer).

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With a deep passion for leading and scaling the sales and delivery functions of education services businesses, Karl has consistently brought innovative and highly successful learning solutions to market throughout his career. He earned his degree from Virginia Tech and currently resides in Cary, North Carolina, with his family.

Kim Metz is a Dell Technologies leader with over 25 years of sales, operations, delivery, and product management experience in various organizations. Kim leverages her thorough end-to-end knowledge of the business to define Dell’s Education portfolio strategy as she currently leads Dell’s product management team. Kim has successfully integrated award-winning training and certification programs into Dell's Support, Deployment, and Professional Services by ensuring there is a seamless sales motion across the services organizations while bringing outcome-based value to our customers. Outside of work, Kim and her husband enjoy creating an Austin, TX local kid rock band, featuring her two children, Kate,10, and Mike,9.

Lynn Marie Viduya is a Customer Education Services executive and strategic leader with over two decades of experience driving business transformation at high-growth B2B SaaS companies. She has established herself as an innovative practitioner in customer training, partner enablement, and revenue optimization. She is currently VP of Global Education Services at OneStream.

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Throughout her career, Lynn Marie has architected and scaled customer onboarding and adoption programs that serve as critical drivers of business growth. She has proven expertise in managing Education Services as a profit center while creating new revenue streams through strategic partnerships with sales organizations. Her vision extends beyond immediate business metrics to the transformative impact that well-trained customers can have on long-term organizational success. For example, when customers and partners are trained, business expansion is doubled, account churn is reduced by 7x, NPS scores are 3x higher, and support costs across multiple organizations are lower.

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Her collaborative leadership style spans the entire customer lifecycle, from pre-sales through post-sales success. Lynn Marie excels at building bridges between departments to achieve shared business outcomes, leveraging her deep understanding of how customer education impacts every aspect of the business.

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A forward-thinking leader, Lynn Marie embraces emerging technologies, particularly AI, as strategic tools for enhancing productivity, improving cost efficiency, and creating more engaging learning experiences.

As a Senior Leader with over 20 years of extensive experience leading teams across boundaries, Manoj possesses a proven general management, consulting, and business development background. His career has spanned international markets and various industry verticals, including Telecom, Information Technology, Banking, and Organization Development Consulting. Passionate about leadership and unlocking human potential within teams, Manoj is dedicated to driving sustainable high-performance cultures.

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Within Nokia, he currently serves as the Global Head for Learning Services and Capability Enablement at Nokia Mobile Networks, located in Reading, UK. His previous roles within the organization include heading Practice Sales for Technical Support Services across EMEA, leading Global Leadership and Talent Development initiatives within Global Customer Operations, and managing Academy Customer Engagement across Europe, the Middle East, and India. Prior to his tenure at Nokia, Manoj contributed his expertise to diverse projects, including leading a Strategic Research team focused on HR & Education at UBS and managing the deployment of Virtual Learning World for a global IT Services organization in India (now Tech Mahindra). He also played key roles in business development and client engagement for TeamLease Services and drove ICT adoption in education institutions for a digital learning company. Academically, Manoj holds a Post-Graduation in Business Management, specializing in Marketing and Human Resources.

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Outside of work, he finds fulfillment in family life with his wife and 10-year-old son, as well as indulging in interests such as "Human books," music, tennis, and engaging conversations on leadership.

Nicole is a seasoned education executive with over 20 years of experience driving the growth of scalable learning programs in the Data Management and Cloud space. Currently Vice President of Global Education at Informatica, she leads the development and delivery of outcome-based learning solutions for employees, customers, and partners across the globe. Nicole’s expertise includes creating blended learning environments, developing certification programs, and ensuring learning strategies align with business objectives that drive success. Her career has spanned several leadership roles where she has managed global teams and implemented education services across diverse industries.

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Having lived in multiple countries across four continents, Nicole brings a distinctive global perspective to her work. This international experience has honed her ability to craft adaptable, culturally aware learning solutions that meet the unique needs of diverse regions. Her approach to designing flexible, on-demand training programs is grounded in her belief that education should drive both organizational success and customer empowerment, especially in fast-evolving technological environments. Nicole resides in Fuquay Varina, NC, where she enjoys challenging herself with puzzles, staying engaged with current events, and participating in discussions about global trends and issues—activities that contribute to her strategic thinking and problem-solving abilities.

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Par is Vice President of Cisco Learning & Certifications, focused on helping IT professionals and software developers learn, innovate, and grow. She is a lifelong learning and technology advocate, and a Cisco veteran with a breadth of experience. She led the Collaboration independent software vendor program, established the Cisco’s successful SolutionsPlus program, was co-founder of Cisco DevNet, and led the DevNet Partner Transformation initiative. Par has been with Cisco for over 15 years, serving in a variety of leadership roles including Senior Director of DevNet CX Community & Ecosystems, with a focus on business development and leading partner-centric programs. She was a Sr. Director of Business Development and Sr. Director of Strategic Planning and Operations for Cisco DevNet, and Sr. Manager of Business Development for the Cisco Collaboration Technology Group.

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Prior to joining Cisco, Par directed business development strategy at Vovida Networks and was a regional sales leader for Digital Publishing Systems at Xerox. She is a native Californian, based in the San Francisco bay area. She has long been an active mentor within Cisco and a volunteer with St. Vincent de Paul, which provides assistance to those in need. When Par is not working, you can find her sailing on the San Francisco bay or hiking with her Airedale Terrier.

Rochana is a senior leader in the field of Learning & Enablement, currently serving on the executive team at Databricks, a Data and AI company. She oversees Learning & Enablement for internal teams, partners, and customers, as well as the User Community, driving comprehensive user success at scale. Rochana is at the forefront of promoting data culture within organizations.

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Prior to her role at Databricks, Rochana was the Managing Director of Learning Services at Google Cloud. There, she built a team and program that reached millions of developers, established industry-recognized credentialing programs and received numerous awards for innovation in technical education and developer engagement. Her career also included leadership positions in Learning at AWS and VMware.

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With over 30 years of professional experience, Rochana operates at the intersection of innovative technology and the critical need for skilled talent to drive adoption. She is passionate about continuous learning and is a deep advocate for diversity and inclusion, dedicated to increasing representation and fostering diverse leadership teams. Rochana resides in the Bay Area with her husband and two daughters.

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Scott is Vice President of Global Learning Services at Dayforce, where he leads learning for customers, partners, and employees around the world. With 25+ years of experience across Sales, Human Resources, and Professional Services, he brings a customer-focused and cross-functional perspective to learning, especially in fast-paced SaaS and HCM environments. Scott leads a global team that creates learning experiences and certifications designed to make key product functionality easier to understand and apply on the job. These programs help learners across North America, EMEA, and APJ build skills, gain confidence, and spend more time doing the work they’re meant to do. Based in Toronto, Scott sees learning as a strategic driver of customer success and retention, workforce productivity, and revenue growth.

Terry Vyas is the Sr. Director, Customer Education & Technical Enablement at BlackLine. At BlackLine, he is responsible for learning strategy, education sales, content development, and enablement delivery. He is focused on ensuring that BlackLine customers, partners, and employees have access to learning programs and certifications to further develop their skills around the BlackLine solution set.

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Terry has over 25 years of experience leading education services and professional services organizations. He has created industry recognized strategies and programs to accelerate revenue growth, drive higher margins, and improved the learning experience. Throughout his career, he has had the opportunity to take innovative and successful learning offers to market including being an early adopter of subscription training models. Prior to joining BlackLine, he held leadership positions in the education and professional services field at BMC Software, Eloqua, Oracle, Blackbaud, and PTC.Terry lives in Houston, TX with his wife and two children. In additional to his family life, he is an active board member of a non-profit focused on providing housing, education, and healthcare to under privileged children in India.

Abbas Haider Ali is the Vice President of Customer Success at GitHub leading all post-sales functions, supporting a $2B+ ARR business serving over 100 million developers, including over 90% of the Fortune 100. Prior to GitHub, Abbas was the Vice President of Customer & Partner Success at Twilio, leading the Data & Growth business following Twilio’s $3B+ acquisition of Segment. His career is marked by executive leadership roles at industry-defining companies, including xMatters (acquired by Everbridge), Managed Objects (acquired by Novell), Opnet Technologies (acquired by Riverbed), and IBM.

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With a proven track record in leading both Product and Go-To-Market teams, Abbas has cultivated a multi-disciplinary leadership style that spans solutions engineering, customer success, professional services, support, product management and strategy, product marketing, sales, and business development. His ability to navigate complex business landscapes and deliver results has made him a pivotal figure in scaling B2B technology companies.

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In addition to his role as a strategic leader, Abbas is a General Partner at GTM Operators Network where he is an active seed through growth stage investor including companies such as Atlan, Metronome, Neon, and Weights & Biases. He also has a strong commitment to mentorship and is passionate about empowering women and underrepresented groups as they rise to leadership positions in the tech industry.

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Ansa Sekharan is a B2B software customer success executive with over two decades of experience delivering pace-setting transformation(s) in areas of customer experience, customer success, service automation and ARR Growth. Under his leadership his team is responsible for driving customer outcomes and managing a renewals portfolio of $1.7B. Under his leadership, his firm has been ranked as number one in customer loyalty in the data integration enterprise software sector for 12 years in a row and also certified by J.D.Power for Customer Service Excellence. Mr. Sekharan was one of the early employees at Informatica and currently serves as the company’s Executive Vice President & Chief Customer Officer. He also serves as an Operating Advisor to Vertu Capital and on the Support Advisory Board at Technology Services Industry Association. He graduated with honors from the University of Tulsa, where he earned a master’s degree in Computer Science. Mr. Sekharan earned a Bachelor of Science in Computer Science from The National Institute of Technology.

Asha Devasia is currently Senior Vice President for the Power Systems & Services (PS&S) Business at Schneider Electric. She is an empathetic leader with an entrepreneurial spirit; she began her career in the pharma industry then moved into industrial, energy, technology, and services. She has extended experience in Product and Program Strategy, Business Strategy, Management, Transformation, M&A and partnerships, Agile, IoT and Operations. In her current role, Asha leads division global strategy, services and sustainability initiatives working collaboratively across multiple businesses to support the significant growth and profitability of the PS&S business. She also oversees future portfolio innovation, helps to build strong customer relationships, and maximizes the company’s financial and sustainability performance.

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Asha brings extensive experience transforming organizations, developing talent and disrupting standards to drive business value. She joined Schneider Electric in 2017 after prior experience in pharma/biotech industry, technology/management consulting, private equity and with the General Electric company. In her previous roles, Asha has also been instrumental in pushing cultural transformation and creating new innovative solutions for customers/partners. Asha is very passionate about developing talent in the workplace as well as Diversity & Inclusion.

Callum serves as Chief Finance Officer for Westcon International. Joining Westcon International in 2014 as Services Director of Finance, he has also held roles of Vice President of Finance for Cloud and Vice President of Group Finance & Operations. Callum began his career with Deloitte, South Africa, qualifying as a member of the South African Institute of Chartered Accountants. Callum is also qualified as a Certified Information Systems Auditor and holds international affiliate membership with ISACA and the American Institute of Certified Public Accountants.

Candace has the pleasure of serving as Chief Customer Officer at Relias, overseeing the functions of Customer Success & Renewals, Professional Services, Support, and Client Care Operations. Her role is focused on delivering customer value at scale. Working in an organization focused on healthcare and growing the talents and opportunities of healthcare workers means she and her teams have the privilege of driving real change across many aspects of the healthcare continuum. Having joined Relias in 2013, Candace has led several key teams including Customer Success, Support, Professional Services, and the Solutions Group. Prior to joining Relias, she worked as an archaeologist in the environmental compliance industry at Atkins and holds bachelor’s degrees in Archaeology and Religion from Baylor University.

Christina Crowley serves as Senior Vice President of Global Services Operations at Dell Technologies. She leads a team committed to advancing operational excellence and executing innovative solutions across Dell Technologies Services, all while delivering an exceptional end-to-end service experience for both customers and employees.

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In her time at Dell, she has held global leadership roles across Sales, Services and Operations, consistently driving revenue growth, cost optimization, and customer experience.

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Before joining Dell Technologies, Christina established and led the software compliance team at Oracle focused on software audits and advisory services. She is a Certified Public Accountant.

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At Dell, Christina serves as an Executive Sponsor of the Veterans & Supporters and True Abilities ERGs, as well as the Executive Sponsor for Nature Fresh Farms and Zones.  Recognized for her leadership and mentorship, Christina was named CRN's Mentor of the Year, Channel Chief, and one of the 100 Most Powerful Women of the Channel in 2023. Beyond her work at Dell, she contributes to her community by serving on the boards of the Boston American Heart Association and the Massachusetts Commonwealth Corporation.

Deb founded Certinia through a strategic collaboration between Salesforce and Unit4. Deb’s vision and leadership were pivotal in scaling Certinia from a founding team of 27 to a powerhouse of ~ 850 employees, serving ~1400 customers globally to deliver customer value with certainty. As the leading voice for Certinia's customer experience, Deb prioritizes the delivery of moments that matter. She harnesses holistic listening programs and data analysis to understand the intricacies of the customer's journey. Debs dedication to innovation ensures that Certinia's products and services continually evolve to elevate customer experiences.

Greg Friesen is Vice President and General Manager of Global Services and Support at Ciena. Greg has been in this role for over four years and he is responsible for Ciena’s customer support, deployment, training, managed services and transformation capabilities.

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Greg has over 25 years of experience in senior product management roles, network design, planning, and engineering, including his most recent role at Ciena as Vice President of Product Line Management, where he was responsible for the development and introduction of Ciena’s converged packet optical and packet networking solutions including the 6500, 8700, 5400, and Waveserver products.

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Prior to joining Ciena in 2017, Greg worked at DragonWave where he served as Vice President of Product Management and Marketing, and sat on the Board of Directors for DragonWave HFCL India.Greg has also held product management and network planning roles at Innovance Network and Nortel Networks.

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Greg has authored numerous posts on LinkedIn, papers and magazine articles in publications including Microwave Journal, RCR Wireless, Converge Digest, AGL, Mobility Tech Zone, and has spoken at numerous industry conferences such as CTIA, 4G World, Small Cells World Forum, Small Cells America, Wireless Infrastructure, and Layer 123. Greg was the recipient of the 2011 Ottawa Business Journal Top 40 Under 40 Award.

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Greg has a B.Sc. in Electrical Engineering from University of Saskatchewan and holds 4 granted patents in the optical networking area.  

Jeb Horton is Senior Vice President of Global Services. Jeb has worldwide responsibility for managing Professional Services, Managed Services, Education Services and our Infrastructure as a Service business for Hitachi Vantara. Global Services supports clients in a wide range of industries including Financial Services, Healthcare, Transportation, Manufacturing and Entertainment. This includes a full range of infrastructure services supporting both Hitachi products and third-party infrastructure hardware.

Jim leads the Salesforce Customer Success organization that is dedicated to accelerating impactful business value and outcomes for all Salesforce customers with adoption, architecture, training, and support. Under his leadership, the team launched the first-ever Customer Success Score, a data-driven tool providing critical insights into customer health, adoption, and performance. Jim’s organization delivers an integrated service experience across support, success, and education, with a focus on leading the industry in agentic service with Agentforce and helping every Salesforce customer become an agentic enterprise.

John Page is the Senior Vice President and President of Global Services. He holds 25 years of financial and corporate leadership experience, including as founder and chief executive officer of a cloud-based computing company. He has held other C-suite and senior management roles at leading semiconductor and electronics firms. Previously, John led Keysight’s business finance organization as the vice president.

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Immediately before returning to Keysight, he served as a member of the executive team at Nanosys, where he enabled the company's transition from a technology research powerhouse with over 800 patents into a growing commercial business in the electronics industry. John’s career includes serving in positions at Keysight’s predecessors, Agilent, and Hewlett-Packard, and helping to lead another spin-off, Lumileds, while serving as its first chief financial officer. He was also a co-founder and executive leader of Agilent's Imaging Electronics Division, where he helped the business reach over $1B in revenue.

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John started his journey with Hewlett-Packard in 1988, serving in various finance and general management positions. He holds a master’s degree in business administration from the Simon Business School at the University of Rochester and a bachelor’s degree in economics from the University of Rochester.

Kathy-Anne “KAM” McManus is an executive with global experience leading, creating, growing, and managing profitable Software, Sales, and Services business units around the globe. She currently sits on CDK’s Executive Leadership Team (ELT) as EVP, Chief Customer Officer (CCO). In this newly created role, KAM will own the post-sales experience for all customers across Professional Services, Customer Success, Learning and Performance, Customer Care, and Consulting. KAM’s primary responsibility will be to drive customer satisfaction, retention, and loyalty—maximizing the value of CDK solutions while continuing to improve NPS and ensuring profitability and efficiency for the business.

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KAM joins CDK from Avid Technology where she served as the company’s first Chief Customer Experience Officer as it expanded its customer success strategy to enhance customer touchpoints and provide exceptional experiences. In a career that spans more than three decades, she also held senior leadership roles in the service and support organizations of technology providers including Adobe, Amdocs and Ericsson and telecommunications operator Telstra.

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Having lived and worked on three continents, KAM has extensive global experience implementing business process change, organizational effectiveness, and technical solutions in the ever-evolving world of software sales and delivery.

Accomplished technology services business leader with a proven track record of building and transforming global organizations to deliver growth and profit through winning strategies and extraordinary execution. Inspirational leadership of large, globally diverse organizations by connecting vision, strategy, and initiatives to individual professionals. Business growth through accomplished business development and account management skills. Profit improvement through process innovation and optimization. Thirty-year career with significant international experience while consistently exceeding expectations at every level.

As Senior Vice President of Customer Success at Cisco, Lavanya Gopalakrishnan leads a global organization dedicated to helping customers realize the full value of their Cisco investments. A transformative technology leader, she is recognized for driving impactful customer outcomes, building high-performing global teams, and inspiring innovation at scale. With more than 25 years of experience spanning engineering, business strategy, supply chain operations, and professional services, Lavanya has also pioneered global centers of excellence that drive consistency, efficiency, and growth worldwide.

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Lavanya previously led the Global Customer Success Specialists organization, delivering measurable customer value and exceptional partner experiences. She has held key leadership positions within Cisco’s Customer Experience, Professional Services, and Support, and earlier served in engineering and supply chain operations roles at Cisco, Ciena, and Nortel Networks. She also co-authored several publications and journal articles.

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A passionate advocate for women in STEM, Lavanya serves as the executive sponsor of Cisco's Women in Science and Engineering (WISE) in North America, as well as the Bay Area Chapter of Women of Cisco. She has also mentored technology talent on the board of N/Core, The/Nudge Centre for Social Innovation, a non-profit incubator dedicated to solving India’s most pressing challenges.

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Lavanya holds a Master of Science in Systems Science Engineering from Binghamton University, a bachelor’s degree in mechanical engineering from BITS Pilani in India, and is a Wharton University of Pennsylvania Aresty Scholar and certified ITIL Expert.

Mike Flannagan is Corporate Vice President of Global Customer Success at Microsoft and is responsible for the success of customers with the Microsoft Cloud. Mike also leads Enterprise Services, including Unified and Premier Support, Global Operations for Product Support, Digital Success and Support, Sales Excellence, and the Customer Experience Center of Excellence. Prior to Microsoft, Mike was Senior Vice President at SAP, and Vice President & General Manager at Cisco. Mike earned his MBA from Auburn University, where he is a member of the Graduate Dean’s Advisory Council, an NACD Board Leadership Fellow, serves on the Advisory Council for the University of Texas at Austin's McCombs College of Business, and is a member of the Board of Directors of the Global Partnership on Sustainable Development Data.

As Senior Vice President of Customer Success and Services for Vertex, Inc., Mindy Cunningham leads the company’s post-sales efforts with a focus on elevating the customers’ end-to-end experience journey.

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Mindy is a seasoned and accomplished executive with an extensive career in customer success, professional services, consulting, and premium support services specializing in business transformation and innovative enabling technologies.

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Prior to joining Vertex, Mindy held senior leadership positions with industry-leading companies including Thomson Reuters, Ellucian, Citrix Systems and KPMG Consulting. She spent the early part of her career as a certified public accountant with Ernst & Young.

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Mindy is a founding member of CHIEF Miami, a private network built to drive more women in positions of leadership, serves as a board member on the Technology Services Industry Association (TSIA) Executive Advisory Board and previously served on TSIA's Customer Success Advisory Board. She holds a B.S. in Accounting from American University.

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Rachael is Vice President of Enterprise Customer Experience at Rockwell Automation. This function was created to unify and reimagine how Rockwell Automation delivers exceptional value to customers. Rachael leads the Customer Success, Customer Care and Customer Engagement teams. And she is also accountable for the creation and execution of the end-to-end customer experience strategy and supporting business operations and global business process ownership. Rachael joined Rockwell Automation in 1997 as a trainee in our Leadership Development Program.

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In her more than 25-year career, she’s held a variety of roles, across manufacturing operations, product and business management, and sales and marketing, including regional vice president, North America Sales. Prior to this Customer Experience role, Rachael was vice president and general manager for our Global Services Business. In this role, she led over 3500 employees serving customers globally. She also led the rapid scaling of our Cybersecurity Services capability delivering multi-year double digit growth. With a passion for people, Rachael serves as a sponsor, mentor and coach helping employees define and achieve their career and personal development goals. Rachael has been recognized for her commitment to manufacturing and her commitment to employee development receiving the following awards; Manufacturing Institute STEP Ahead (2017), Wisconsin BizTimes Notable Women in Manufacturing (2022), and the Gold Globee for Female Executive of the Year (2022).

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Education: Rachael holds a bachelor’s degree in Industrial Engineering from the University of Wisconsin – Madison and her master’s degree in Business Administration from Marquette University in Milwaukee, Wisconsin. Key Current Activities: Rachael is invested in building and executing the enterprise-wide Customer Experience strategy, driving a culture founded in ethics, engagement, diversity and inclusion, and customer-first mentality.

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Additionally, Rachael is passionate about fostering STEM initiatives within Rockwell and her community. She serves on the UW-Madison Engineering Industry Advisory Board, the Technology & Services Industry Association (TSIA) Executive Advisory Board and the Girl Scouts of Wisconsin Board of Directors.

Scott Bajtos leads the global Adobe Customer Solutions organization, including Customer Engineering, Customer Success, and Global Consulting for Adobe Experience Cloud. With over 30 years in the software/SaaS industry, he specializes in end-to-end customer success, enterprise technical support, and global support strategy. Before Adobe, he served as Chief Customer Officer at VMware, leading global support, services, and customer advocacy, and held similar roles at Business Objects and SAP including Executive Vice President and General Manager. He focuses on proactive, seamless support, anticipating customer needs, and innovating solutions. A servant leader, Scott is dedicated to building long-term partnerships and guide his teams to excel. At Adobe, his mission is to ensure every customer achieves success and becomes a customer for life.

Sofia is the Global Chief Customer Officer at BMC Software, where she leads worldwide Customer Success Management, Support, Education, Professional Services and Voice of the Customer organizations. With a career built at the intersection of technology, customer experience, and operational excellence, she drives strategy and execution across post-sales motions to accelerate adoption, value realization, and growth.

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Prior to BMC, Sofia held global leadership roles in Professional Services and Customer Success at OutSystems and Fujitsu, successfully navigating both high-growth scale-up and large corporate environments. Her leadership has consistently focused on driving transformation, delivery quality, financial performance, and customer satisfaction.

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A passionate advocate for inclusive leadership and the evolution of customer success, Sofia brings over two decades of experience driving customer-centric transformation across enterprise and scale-up environments

Srivats Vaiyakarnam serves as NetApp's Chief Customer Success Officer, overseeing all post-sales operations to deliver the best experience for NetApp customers. This includes managing customer support and success management teams, professional services, and renewals to ensure positive outcomes for NetApp's growing global customer base. As a member of NetApp’s executive leadership team, Srivats is also involved in strategizing with Hyperscalers to accelerate the cloud business. With over 20 years of experience at Informatica, Srivats has held various roles in engineering, operations, and customer support and success. He holds a Bachelor of Science degree in Physics and a Master of Computer Applications degree from the University of Madras.

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Steve Holdridge is President and Chief Operating Officer at Dayforce. Steve leads all go-to-market and operations functions globally, including the Customer, Revenue, Digital, Marketing/Communications and Transformation organizations. Prior to this role, he served as President, Customer and Revenue Operations as well as Chief Customer Officer. Steve is a seasoned leader with over 30 years of experience driving sales, durable growth, and customer experience. Before joining Dayforce, he held global leadership roles at leading technology firms including MicroStrategy, Infor, Oracle, and Price Waterhouse. Steve holds a bachelor’s degree in business administration from California Polytechnic, San Luis Obispo and is based in the Washington, DC area.

Tony Colon serves as Senior Vice President of Customer Success at ServiceNow, where he leads the global Customer Success Organization. In this role, Tony oversees ServiceNow Impact, the company’s flagship value acceleration product. Tony and the Customer Success Organization are committed to creating a new standard in customer experience by integrating technological innovation and human expertise. Tony has more than two decades of experience in customer success and technology, and has built four $100M+ businesses at places like Salesforce and Cisco. He is also an industry influencer on the topics of diversity and inclusion, leadership, team culture, addressing the IT skills and talent gaps, as well as innovations in cloud computing and agile delivery.

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Tony is a strong believer that the best companies foster a culture that embraces diversity and inclusion, cares for its people, and is committed to helping others. He is a champion for life-long learning, with his signature motto, "Always be learning, always be coachable." He is also active in a number of social and professional causes. He serves on the advisory boards of the Covenant House and the Hispanic IT Executive Council (HITEC) and is a member of the Forbes Technology Council. In 2019, Tony was named to the HITEC 100 list and selected as a Gender Equality Superhero by Fairygodboss.

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Tony holds a bachelor’s degree in computer science from the Illinois Institute of Technology and a master’s degree in Computer Science from the MIT Sloan School of Management. He lives with his family in Chicago. Connect with Tony on LinkedIn.

Armin is the Vice President and General Manager of the CrossLab Services Division at Agilent, a role he has held since July 1, 2024. In this capacity, he oversees the Service Marketing Organization, the Center of Excellence, and the Services R&D Team. His mission? To deliver valuable customer outcomes through market-oriented innovations, digitally supported services, and expertise—all seamlessly tailored to customer needs.

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Previously, Armin was responsible for shaping the strategic direction of the Core Instrument Services business as VP/GM. Prior to that, he led Agilent’s EMEAI Customer Service Organization, ensuring exemplary technical support and service for Agilent’s customers’ laboratories. His efforts included, evolving the channel model to deliver a differentiated, market-leading experience for Agilent’s customers, focusing on application expertise (solutions) and improving the onboarding experience.

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Armin embarked on his career 22 years ago with Danaher/Sciex as a field service engineer for high-end mass spectrometry instruments. Over time, he transitioned into various management roles, including field delivery and contract sales. His extensive experience spans service sales, operations, product development, and marketing management.

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Armin holds a degree in Biomedical Engineering from the University of Applied Sciences Ansbach and an MBA in General Management from the University of Hamburg.

Brian Everett is an accomplished executive with 25 years of service at IBM, currently serving as the Vice President of Americas’ Delivery for IBM Technology Lifecycle Services (TLS). In this role, he oversees Field Services and Client Management, driving optimized delivery and proactive client engagement. Previously, as Global Director of Client Innovation Centers (CICs) for TLS, he managed eight strategic centers worldwide, employing over 3,200 staff. Everett also held the position of Director of Global Transformation for IBM Technology Support Services (TSS), spearheading global delivery transformation across multiple domains.

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With extensive operational expertise, Everett has led TSS’s global Remote Technical Support (RTS) transformation, establishing key CICs in Sofia, Bulgaria (1,700+ employees), Cairo, Egypt, Zagreb, Croatia, Guadalajara, Mexico, and San Jose, Costa Rica. His career also includes roles such as Senior Project Manager for U.S. Software Services, Operations Team Lead, and Senior AIX Technical Support Engineer. Based in Georgetown, Texas, with his wife and five children, Everett combines deep technical knowledge with strategic leadership to advance IBM’s service delivery and client satisfaction.

Brian Gallipeau is a 33-year veteran of industry with experience ranging from R&D to service. Starting his career as a research and commercialization engineer at Kodak, he has progressed through his career in various roles including engineering development, service and marketing. His career included nearly 20 years managing the production and wide format field service organization for Canon Solutions America, culminating as the Senior Vice President of Service. In his current role at Diebold Nixdorf as the Senior Vice President Services Americas, he is responsible for a service organization including direct service, call centers, service logistics and training. He holds a BS degree in Computer Engineering from Rochester Institute of Technology, an MBA in Finance and Competitive Strategy from the University of Rochester’s Simon Business School and is ASQ certified as six sigma black belt.

As the General Manager of MEPPI’s (Mitsubishi Electric Power Products Inc.) Service Center Division, Corey leads the team responsible for all field services and technical support for the company. Headquartered near Pittsburgh, Pennsylvania, MEPPI is a U.S. affiliate of Mitsubishi Electric Corporation of Japan and serves the North American power systems, rail transportation, and large visual display markets with electrical and electronic products, systems and services.

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Corey joined MEPPI in 2022 and was tasked with leading the transformation and growth of the service business for the company, focusing on scaling service excellence across all the company’s products and markets.

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Prior to joining MEPPI, he spent his entire career in the commercial nuclear power generation business as part of the service business unit of Framatome (formerly known as AREVA). From 2016 to 2022 he led the North American electrical services organization responsible for overall P&L of the business.

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Corey holds a B.S. in Industrial Engineering, M.S. in Mechanical Engineering, and a Graduate Certificate in Nuclear Engineering from the University of Pittsburgh.

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

As the Vice President Supply Chain Operations Services and Logistics at Cisco, Joe leads the team responsible for delivering the customer experience: the critical moment when our partners and customers receive the Cisco products and services they need to make their own businesses successful. Joe brings a unique combination of analytical rigor and business experience, with a passion for helping people discover their true value within an organization. Joe has a demonstrated history of building successful teams that positively impacts the business. Before joining Services and Logistics at Cisco in 2023, Joe led Supply Chain’s Global Planning team. His career began at Cisco almost 28 years ago as an Inventory Control Analyst intern, and he gradually worked his way up. Joe is passionate about Cisco’s mission of mentoring and fostering talent and innovation. He holds a Bachelor’s degree in economics from University of Colorado and a certificate of advanced accounting from Santa Clara University.

Keith Stanback is the Senior Vice President, Americas Cloud Hardware Support Organization for Oracle. He is responsible for Oracle's On-Prem hardware support business and supporting Oracle's Cloud Data Centers across North America & Latin America. Keith's career spans over 30 years of experience in the computer industry and management.

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Keith has held a variety of senior leadership roles, such as Sr. Director for the Western and Southern Areas in the United States. As a senior leader for Sun, Keith established a reputation of driving revenue and shareholder value, while improving Sun's overall customer satisfaction and loyalty.

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Internationally, Keith held an executive management assignment in Sun Asia Pacific, as the Managing Director of Sun Support Services for Australia and New Zealand. Prior to moving to Sydney, Keith was Director for Sun Strategic Account Services in the United States, where he helped to develop, market and manage a newly enhanced service delivery model, that was specifically designed for Sun's top customers around the globe.

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Earlier in his career, Keith held several key senior management roles at Wang Laboratories and Delta Data Systems, of a 13-year stint in the Washington DC area where he was born. He is married with 3 children and resides in Florida.

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Maarten Leertouwer is a seasoned executive with extensive experience in medical devices, healthcare technology, and service operations. As Senior Vice President of Services – Order Fulfillment at Elekta, he leads global order fulfillment, service delivery, and revenue operations for Radiation Therapy & Oncology Information Systems. His role encompasses the end-to-end installation of advanced medical systems, including Linear Accelerators, Brachytherapy, Gamma Knives, and Therapy Planning Software, ensuring operational efficiency, cost optimization, and on-time project execution.

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Prior to Elekta, Maarten held leadership positions at Philips Healthcare, where he served as General Manager of Nuclear Medicine and Service Business Leader for Computed Tomography. Overseeing a global team across multiple continents, his expertise extends to customer support, clinical science, and global service performance, having successfully led initiatives in process improvement, digital transformation, and competency development.

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With a strong background in P&L management, strategic planning, and business transformation, Maarten has a track record of optimizing service revenue, driving operational excellence, and leading high-performing cross-functional teams. A certified Six Sigma professional, he is passionate about education, workforce training, and advancing customer-centric service models in the healthcare industry.

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Maarten holds an MBA from Keele University and a bachelor’s in chemistry. He lives in Edam, Netherlands, with his wife and two daughters. An avid surfer, windsurfer, wingsurfer, and sailing enthusiast, he enjoys spending time on the water with his family, sharing his passion for the outdoors with his daughters.

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Mansuk Suh is a seasoned leader with over 20 years of experience spanning Engineering, IT, and Service Operations, specializing in operational excellence, customer experience, and business growth. As Director of Services Delivery Management for the Test and Measurement group at Emerson, he oversees service delivery performance across repair, calibration, field services, and service contracts for complex systems and solutions, ensuring high-quality execution and strategic alignment with business objectives. He is dedicated to developing and implementing a strategic vision for service delivery, optimizing process efficiency, and fostering a proactive service culture. Mansuk holds a B.S. in Industrial Engineering from Korea University and an MBA from the University of Texas at Austin.

Mauro Belotti brings over 25 years of experience in the IT and IT services sector, specializing in large-scale, multi-national service providers with global reach and complex technology solutions. Originally from South Africa, Mauro has spent much of his career in the United Kingdom, where he has played a pivotal role in driving innovation and operational excellence.

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For the past 13 years, Mauro has been with NTT DATA, where he has held various leadership positions, including General Manager of Cross-Functional Services and, more recently, Vice President of Global Technical Services. In his current role, Mauro oversees the project-centric professional services that encompass the design, implementation, and integration of technologies to achieve measurable business outcomes for clients.

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Prior to NTT DATA, Mauro served in senior management roles across both the public and private sectors, including a notable tenure at T-Systems. His experience in Managed Services included managing the transition of operational integration for complex multi-supplier environments.

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Mauro holds an MBA from the University of Stellenbosch, a BTech in Computer Systems, and is an ITIL Expert (since 2007). In addition, he has earned numerous industry qualifications across a broad spectrum of ICT disciplines.

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Mauro is deeply passionate about the convergence of technology, service, and business, particularly in how they can drive innovation and growth for forward-thinking organizations like NTT DATA and their clients. Over the years, he has collaborated with the Technology Services Industry Association (TSIA), leveraging their benchmarking and insights to shape annual strategies. Mauro believes that Field Services have become a critical differentiator in delivering end-to-end solutions and in building the trust needed to unlock and grow strategic services for clients.

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Scott MacPhee is the Vice President of the HPE Operations Global Support. As the services delivery arm of HPE Operations, we drive end-to-end reactive support, optimized to meet customer priorities with minimum disruption and at the highest levels of customer satisfaction. Scott joined HP in 1995 as part of the Convex Computer Corporation acquisition, and with more than 30 years in the industry has held positions in manufacturing, field delivery, remote support, customer escalations, product development and quality. Based in Frisco, TX, Scott is married with two sons and is active with the youth programs at his church. Scott holds a B.S. in Computer Science and Engineering Management from Texas A&M University in College Station, Texas.

Andrew possesses a people-first mindset and is responsible for setting the strategic direction of CenTrak, in collaboration with the Board, building a high-performance culture, identifying innovation opportunities, and evolving the business strategy to accelerate growth. Andrew's success is built upon cultivating diverse and inclusive teams that foster a psychologically safe environment, encouraging each member to embrace the power of possibility and tackle seemingly impossible challenges. The result of this is empowered and enabled teams able to unlock their full potential, serve customers effectively, and deliver groundbreaking innovations with real-world impact.

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Throughout his career, Robinson has led teams who combine hardware and software to deliver innovative IoT solutions. He serves as a board member for Hypertherm Associates, and most recently led global diversity, equity, and inclusion initiatives for Fortive, a Fortune 500 company, as Vice President of Inclusion & Diversity. Robinson has also served as General Manager, Vice President of Forecourt and EV Systems for Gilbarco Veeder-Root; President of Veeder-Root, a Fortive Corporation; and President of X-Ray Optical Systems, Inc., a Danaher Corporation.

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Andrew earned an MBA from Harvard Business School and a Master of Science in Mechanical Engineering from Purdue University. He is also a graduate of Stanford University with a Bachelor of Science in Mechanical Engineering.

Dave Moore is a Client Success executive with over a decade of experience building and leading enterprise Client Success organizations. As Vice President of Enterprise Client Success at Relias, he partners with the company’s largest healthcare clients to ensure they achieve meaningful outcomes and maximum value from Relias’ solutions. Over the past three years, Dave has been instrumental in transforming the Enterprise Client Success team into a first-class organization dedicated to long-term partnerships, measurable results, and client growth. His passion for the healthcare industry fuels his commitment to helping clients improve care quality, strengthen workforce development, and ultimately make a difference in the lives of those they serve.

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Throughout his career, Dave has led Client Success teams through times of transformation, consistently improving retention, driving expansion, and creating scalable engagement models that deliver real business impact. He is passionate about developing high-performing teams, fostering trusted client relationships, and ensuring that organizations not only meet but exceed their strategic goals.

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Dave earned his MBA from North Carolina State University and holds a Bachelor of Science in Engineering Management from the United States Military Academy at West Point. He is also a U.S. Army combat veteran, bringing a foundation of discipline, resilience, and leadership that continues to shape his approach to building teams and serving clients.

Jorge Blanco is a global service executive with over two decades of experience in the capital equipment industry. He leads a $285M global service P&L supporting a $1.6B business, with a focus on strategic service transformation and operational excellence. Jorge has built and led large-scale customer support organizations across international markets, including field service, call centers, and service partners. A bilingual leader with deep expertise in process improvement and data-driven performance, he thrives in dynamic, matrixed environments and is passionate about mentoring and developing high-performing teams.

A results-driven Professional Services & Operations Executive, Terri Olson-Stepp, brings over two decades of transformative leadership across global healthcare and enterprise software organizations. With a proven track record in strategic planning, customer success, and operational excellence, she has consistently delivered measurable business outcomes through innovation, cross-functional collaboration, and disciplined execution.

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Currently serving as Director of HealthCast Professional Services and Customer Success at Medtronic, Terri leads a multi-disciplinary team spanning customer success, project management, technical services, clinical education, and strategic programs. Under her leadership, the services portfolio has achieved double-digit revenue growth year-over-year, while enhancing customer satisfaction and operational efficiency.

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Previously, as Vice President of Professional Services at Spok and Infor, Terri spearheaded global services organizations generating multi-millions in annual revenue. Their strategic vision unified disparate teams, standardized operations, and built scalable partner ecosystems with high margin returns. Known for leveraging the Balanced Scorecard methodology and TSIA market insights, Terri aligns business strategy with execution to drive performance across diverse geographies and industries.

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Terri holds an Executive MBA from the University of St. Thomas and a BA in Communications from the University of Minnesota. She is currently the operations chair for the Medtronic ASPIRE women’s resource group and former strategic planning advisor to the Regions Hospital Foundation, she remains actively engaged with TSIA and other professional communities.

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Terri has two adult daughters and lives in Minnesota with her husband. She enjoys golfing, vacationing on the Florida coast with family and rooting for all Minnesota sports teams.

Alejandro Capparelli is the Vice President and General Manager, Lifecycle Global Regions at Rockwell Automation and brings to this role more than 26 years of experience in business leadership, sales, and marketing in digital manufacturing in discrete, process and hybrid industries. He leads strategic development and execution plans for services and solutions in the global regions driving overall business growth serving multiple manufacturing industries. Throughout his career, he led business and organizational transformational processes delivering business outcomes helping the organization to achieve and exceed goals with a high level of people engagement. Alejandro joined Rockwell Automation in 1997 as a Field Services Engineer. He has international experience serving Rockwell Automation in multiple capacities leading services, solutions, sales, channels, OEMS, system integrators and partners. Alejandro has a bachelor’s degree in electrical engineering from UNMDP University in Argentina. He resides in Florida with his wife and two children.

Diodoro is a distinguished leader with over three decades of impactful experience in the semiconductor industry, cultivated through significant tenures at Eaton SEO and Axcelis Technologies, a frontrunner in ion implantation technology. His career is characterized by a consistent trajectory of growth, a relentless focus on customer satisfaction, and a commitment to driving innovation.

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Currently, at Axcelis, Diodoro spearheads the development and execution of aftermarket product and service growth strategies, expertly manages product lifecycles, and empowers global teams to achieve strategic business and operational excellence. His comprehensive career path, spanning roles from Field Service Engineer to Country Manager, and encompassing services, business development, and sales strategy, has provided him with invaluable, direct customer interaction. This extensive experience has honed his ability to lead complex organizations and businesses with exceptional proficiency.

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Diodoro's leadership is marked by a strategic vision, a dedication to fostering team success, and a commitment to continuous learning. He possesses a natural aptitude for identifying and leading cultural transformations, promoting a growth mindset, and driving innovation. His academic credentials, including a Master's Degree in Computer Science from Galileo Galilei University in Pisa and an MBA in General Management from SDA Bocconi in Milan, underscore his analytical acumen and strategic business perspective.

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.

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He also participates in the development of the service strategy and in different projects, that require his consulting and expertise in service management. Initially trained in measurement instrumentation, Perrin started his career with Endress+Hauser as a sales engineer in the French sales center. He became product manager in the late 90s on a reengineering project to establish a process organization in the European sales centers for the Euro zone creation. It was during this project that he got the “service bug”. He changed his orientation to become service director of the French operations. His mission was to transform an old fashioned, reactive, service cost center to a highly profitable business unit offering value-added services. During his different missions, Perrin has continuously learned to adapt his skills to the requirements of his various positions. He has a degree in sales and marketing management and a Master's degree in strategic management and controlling.

Jodi Johnson is the Services Offering Owner at Trystar, leading the service strategy to maximize uptime, extend asset life, and improve total cost of ownership for Trystar's customers. With 23 + years of industry experience, including leadership roles at Emerson and Pitney Bowes, she brings deep expertise in service transformation and offering management. Jodi holds degrees in both Industrial Engineering and Engineering Management.

Matt Percy is Vice President of Solutions as a Service at John Deere, where he leads the company’s “as-a-service” software initiatives built around AI, robotics, autonomy, and automation. His work focuses on blending John Deere’s industry-leading equipment with cutting-edge software innovation to unlock new customer value and recurring revenue opportunities.

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Before joining John Deere, Matt spent nearly 16 years at Microsoft in senior leadership roles across the Xbox and Minecraft businesses. As General Manager of Gaming Subscriptions, he had end-to-end P&L responsibility for Xbox Game Pass and Xbox Live Gold, guiding strategy, pricing, partnerships, and investments that fueled subscriber growth and engagement. Earlier, as Head of Marketing for Minecraft, he played a pivotal role in integrating the franchise into Microsoft and scaling it into one of the most successful games in the world.

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Matt holds an MBA from Northwestern University’s Kellogg School of Management, an MA from the University of Chicago, and a BA from the University of Toronto. He brings deep expertise in subscription strategy, business transformation, and building high-performing teams that deliver impact at scale.

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

Natalie Reyes brings over three decades of global support leadership to her role at Dell Technologies, where she serves as Senior Consultant for Transformation Strategy in Client Support. Throughout her career, she has built and led high-performing teams across the services ecosystem, consistently driving operational excellence and customer-focused innovation. Her expertise spans service delivery, transformation strategy, and organizational leadership. Natalie is passionate about creating meaningful change and helping organizations evolve to meet the needs of a dynamic, global marketplace.

Rajat Shah leads the development of next generation service products, world class operational processes and latest commercial models for the Services business at Tetra Pak. In this role, he leads a global team spread over more than 40 countries and has delivered solutions in the domains of IIoT, Data Science, Field Service Management, Remote Support and Digital Learnings . His extended professional career over last 26 years includes extensive experience in Product Development, Sales and Channel development and P&L management of Services business across geographies of North America, Europe and South and South East Asia. Prior to his role in the Food & Beverage industry with Tetra Pak, he has worked in Automotive, Capital Goods and Oil & Gas industries.

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Rajat is a mechanical engineer and holds a Masters in Control Systems from the University of Illinois, Urbana Champaign and an MBA from the University of Michigan, Ross School of Business.

Raman Katyal is the Global Head of Services Operations and Product Support Engineering at Keysight Technologies Inc., a leading technology company that delivers advanced design, validation, and test solutions to accelerate innovation and help connect and secure the world.

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In his current role, Raman leads the development and execution of world-class services strategies that enhance customer experience, drive operational efficiency, and support long-term business growth. He works cross-functionally across the organization to align service delivery with evolving customer needs and market dynamics, ensuring consistently exceptional outcomes.

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Since joining Agilent Technologies, Keysight’s predecessor, in 2005, Raman has held multiple leadership roles and played a key role in shaping the company’s services strategic direction and operational excellence. With 28 years of global experience across manufacturing, services, and management consulting, he is widely recognized for transforming service organizations and delivering impactful business results.

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Raman is passionate about accelerating technology adoption through active engagement with industry bodies and strategic ecosystem partnerships, while championing process innovation that is driven by technology and anchored in customer value. He is currently spearheading the reengineering of a next-generation operating model—AI-enabled, automated, and ecosystem-driven—to enhance efficiency, resilience, and customer impact.

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Tom Giorgi is the Director of End User Solutions at Van Meter, where he has dedicated over 25 years to driving manufacturing productivity through innovative solutions and expert support. Tom spearheads the strategy, sales, and execution of a comprehensive services portfolio, including Customer Success, Education Services, Field Services, Professional Services, and Support Services.

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Tom's journey at Van Meter began in 1999 as a software product manager. Over the years, he has risen through the ranks, taking on various leadership roles in industrial automation. Before joining Van Meter, Tom honed his skills in Professional Services, managing and executing large-scale capital projects in the paper converting industry. His expertise extends across the food processing, medical device manufacturing, and consumer products sectors.

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With an Electrical & Computer Engineering degree from the University of Minnesota, Tom combines technical expertise with strategic vision. Outside of work, he and his family are dedicated supporters of Every Meal, a local charity that fights hunger by providing food-filled backpacks to school children. Tom also loves cheering on Minnesota sports teams with his wife and two daughters.

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Annette Carr is the Director of Customer Success for Managed Services at CDW Technologies, a leading provider of comprehensive IT solutions and services. With a career spanning 18 years at CDW, Annette has established herself as a dynamic leader known for her strategic vision, unwavering commitment to excellence, and dedication to customer service. Throughout her tenure at CDW, Annette has held various pivotal roles across multiple business units, honing her expertise in IT services. Her journey has seen her excel in Sales, Service Operations, Professional Services, and Managed Services, including Service Delivery and Customer Success. Annette's impact at CDW is far-reaching. She played a vital role in the establishment of CDW's Professional Services Network Security, Security Advisory, and Incident Response teams, demonstrating her proactive approach to addressing evolving customer needs and industry trends.

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Currently, Annette leads the Customer Success organization within Managed Services, overseeing a diverse portfolio that includes Customer Success Managers, Major Incident Management, and Project Management teams. In this capacity, she leverages her extensive experience and strategic insight to drive customer-centric initiatives, ensuring the delivery of exceptional service and fostering long-term partnerships. Annette's leadership style is characterized by her passion for building high-performing teams and nurturing talent. She fosters a culture of collaboration, innovation, and continuous improvement, empowering her teams to deliver results that exceed expectations. Annette Carr's dedication to excellence, strategic acumen, and customer-centric approach have been instrumental in shaping CDW's Managed Services division. As she continues to lead with vision and integrity, she remains committed to driving innovation and delivering unparalleled value to CDW's customers.

Charlotte Baker is the CEO and co-founder of Digital Hands, a cybersecurity company recognized nationally for its excellence in managed cyber security services. Under Baker’s leadership, Digital Hands has received numerous accolades, including five TSIA Star Awards for various innovations and service excellence and the TSIA Star Awad Hall of Fame for Lifetime Achievement for Outstanding Service. Baker leads a mission-oriented culture of innovation resulting in the company being named "Best Places to Work" by several publications and "Most Innovative MSSP" by Cyber Defense Magazine in 2023. In 2024, Digital Hands received two Globee Awards, for “Innovation of the Year in Cybersecurity” and “Top Managed Security Provider”. Baker has been honored with several personal accolades over the years. Tampa Bay Tech named her the “2021 Tech Leader of the Year”. She was named one of the Gulf Coast Business Review's "50 Most Powerful People on the Gulf Coast", awarded the "Lifetime Achievement Award" from eWomenNetwork, recognized by CEO Magazine with the "CEO of the Year" distinction, named Tampa Bay Business Journal's "Business Woman of the Year – Technology" and has been has been listed in Florida Trend’s "Florida's Most Influential Business Leaders" each year from 2018 to 2022.

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Recently, she was named by the Tampa Bay Business Journal as one of the “2023 Power 100” business leaders delivering consistent impact on regional business growth. Baker served as Chairman of the Board of Trustees for the University of Tampa from 2022-2024 and was a previous Chairman of the Board for the Tampa Bay Wave, a tech accelerator. She has held various board and officer positions for WIPP (Women Impacting Public Policy), the Tampa Bay Technology Forum, is a member of the Society of International Business Fellows (SIBF.org), and has served on the Managed Services Advisory Board for TSIA. Baker earned an MBA from Darden and a Bachelor of Science degree in Commerce with dual concentrations in Management Information Systems and Marketing from the University of Virginia's McIntire School of Commerce.

Dan Fechalos joined Burroughs as Chief Operating Officer in December of 2019. Before joining Burroughs, Dan held various leadership positions at Convergint Technologies, NCR, and Diebold Nixdorf, where he successfully led dynamic and complex teams across the U.S. and Canada. His extensive experience in building and leading teams in the areas of program management, field operations, and service infrastructure—as well as managing national account relationships and sales leadership—is key to Burroughs’ operational transformation initiatives. Dan has a proven track record in the development and execution of business growth and continuous improvement initiatives aimed at expanding market presence, improving service, promoting customer relationships, and increasing revenue. Dan holds a master’s degree from North Central College and a B.S. from Southern Illinois University.

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

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Mac started with HPE in 1985 as a bench repair engineer and has held many service roles across delivery and sales. Most recently, Mac led the GreenLake Managed Services GTM and Portfolio teams before taking over the delivery for Managed Services.

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Previously, Mac led the Global Solution Center, Engineering Resolution, and the Americas Field Delivery organizations. He also led the start-up of the Costa Rica Solution Center.

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Earlier in his career, Mac led the Americas Value Solution Center, the Mission Critical Solution Center, and the TS Account Management Program. In addition, he started and managed the Field Support Engineering team and spent two years on-site as a Major Account Support Manager. He has also held various positions in Project Management, Production Engineering, and technical roles in the support center.

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Mac resides in North GA and enjoys spending quality time with his family and friends in outdoor activities, including motorcycling, hiking, and water sports.

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Jason is a 32-year Dell Technologies veteran, currently leading global delivery for the Dell Managed Services organization. He is responsible for the delivery of mission-critical solutions on behalf of Dell’s Managed Services customers globally. Jason joined Dell (EMC) in 2006 through the acquisition of Interlink Group, LLC, where he served as President and COO. Since joining Dell, Jason has held senior leadership roles in Consulting and Managed Services. He has also been a key participant in acquisitions integration and the establishment of delivery centers in China, Egypt, India, and Ireland. Jason is based in Colorado, although he spends a large part of his time in front of customers and delivery teams. He holds a B.S. degree in Management with an International Business focus from Regis University, and maintains citizenships with England, Canada, and the USA.

Jeremy Blanton is an accomplished leader in the IT services industry, with a distinguished career spanning over 25 years. Currently serving as the VP of Service Offer Management at IT Solutions Inc., he holds a pivotal role in shaping strategy and portfolio management. Jeremy's expertise lies in leveraging data-rich environments to develop innovative solutions that cater to market needs. He is dedicated to enhancing the overall IT services industry while fostering growth and delivering exceptional user experiences.

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Before his tenure at IT Solutions Inc., Jeremy held the position of VP of Research for the Managed Services Practice at TSIA. In this role, he contributed significantly to advancing the Managed Services practice, staying abreast of industry trends, technology advancements, and data analysis.

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Jeremy's previous experiences include serving as the VP of Services at Logicalis US and holding key leadership roles at NSC Global and Atos, where he played instrumental roles in global operations and field services management.

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Beyond his professional endeavors, Jeremy adopts a holistic approach to life, striving for balance across his personal, professional, and social spheres. He seeks challenges and successes in his professional life while prioritizing the stability and success of his family on a personal level. Additionally, Jeremy actively engages with his community, serving as a role model for youth and participating in charitable initiatives aligned with his life goals.

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His multifaceted approach to leadership, coupled with his extensive experience and commitment to excellence, underscores Jeremy Blanton's reputation as a visionary leader in the IT services domain.

Professional Experience

Jesse Reed has spent his career leading and advising clients to realize business and mission value from IT investments. Jesse started his career as an engineer where he achieved his CCIE at the age of 22 and gained experience designing, deploying, and operating the largest enterprise networks globally. Over the years, he has led architecture, design, and deployment services to both Fortune 500 companies and Public Sector organizations while working for vendors, independent consulting firms, and as a founder of a software firm focused on business rules management. In his current role at Cisco, Jesse leads Customer Experience Automation and Cisco Managed Services businesses. Jesse is known as an entrepreneurial leader who thrives on developing business and mission solutions where strategic alignment, developing talent, and creating empowered teams define his legacy. He has utilized his passion for developing talent as the Americas executive sponsor for Emerging Talent at Cisco. Jesse's “competing to win” mindset and general manager approach to business has made him a sought-after thought leader in the industry, with clients, and within Cisco.

On a personal note

Jesse is a proud father of two children Isaac (17) and Vienne (14) with his wife Barbara. In his spare time, Jesse is a hobby farmer and raises and trains Tennessee Walking horses to compete in the show ring. He currently has 5 World Grand Champion horses in his stables competing for top honors in the breed.

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Joe Sande is the Senior Vice President for Global Managed Services at Infor. His focus has been the creation of new capabilities in the area of Managed Services, as well as transforming and modernizing Infor’s customer experience. Joe has a deep background in the creation of innovative solutions to meet the needs of customers in the areas of Offering Management, Support, Managed Service, Global Outsourcing, and Infrastructure Management over his 30+ year career in the IT Industry. He has experience in the area of enterprise strategic outsourcing, ERP software, and the integration of global operations. His passion is fostering deep partnerships and developing collaborative relationships with customers to allow them to achieve their stated business objectives. Joe holds a bachelor’s degree in industrial engineering from the Georgia Institute of Technology and a master’s in business administration from Cornell University. Currently he resides in Raleigh, North Carolina.

Kristin Cochran is the Vice President, Cloud Application Services for Siemens Digital Industries Software. In this role she is responsible for the organization operating DISW’s cloud-hosted Managed Services and SaaS offerings.

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Prior to this role, Ms. Cochran was the Vice President, Digital Solutions for Siemens Government Technologies, Inc., and was responsible for professional services, cloud-based software hosting, strategy, campaigns, and presales for Siemens’ Digital Industries’ solutions in the federal space. Previously, she was a Program Manager for software services within Siemens Digital Industries Software.  Before joining Siemens, Ms. Cochran spent 20 years implementing shipbuilding software for the Navy and for commercial shipbuilders all over the world, in a wide range of roles across multiple digital platforms. 

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Ms. Cochran has a B.S.E. in Naval Architecture & Marine Engineering from the University of Michigan, an M.S. in Ocean Engineering from Virginia Tech, and an M.S. in Engineering Management from The George Washington 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.