TSIA Advisory Boards

Steffen Low is Vice President, Global Customer Success at Automation Anywhere. Automation Anywhere combines Robotic Process Automation, Artificial Intelligence and Analytics to deliver the leading software automation solution for the enterprise. For more than 14 years, Automation Anywhere has provided industry leading automation solutions and in 2018, raised $550M in its series A round from NEA, Goldman Sachs, General Atlantic, World Innovation Lab and Softbank.

With more than 25 years in technology services and support, Steffen is a true innovator in customer success and business critical environments. He has uniquely defined the right mixture of services, support and technology automation to satisfy the most risk adverse customers, while growing customer loyalty and revenue.

Prior to joining Automation Anywhere, Steffen was Vice President of Customer Excellence and Success at Apttus, Vice President of Customer Success Operations at NetApp and Vice President/GM/Founder of Business Critical Services at Symantec, where he built a STAR award-winning organization from the ground up. His career at Symantec also spanned product management, global support, global service solutions, and partner programs. He previously held service, support and IT leadership roles at Linuxcare, SGI and Lockheed Martin.

Steffen has a bachelor's degree in Economics from University of California/Los Angeles.

Juan Felipe Lagos Lucero is Head of Customer Success at AVEVA. AVEVA is a global leader in engineering and industrial Software driving digital transformation across the entire asset and operational life cycle of capital-intensive industries. The company’s engineering, planning and operations, asset performance, and monitoring and control solutions deliver proven results to over 16,000 customers across the globe.

Juan has more than 24 years of experience in Industrial Automation, helping customers build and sustain mission critical applications globally in the Consumer, Oil & Gas, Mining and Life Sciences Industries. He has focused his entire career on helping customers be successful with a balance of services and technology, thus building long standing relationships. Juanis currently focused on building the global Customer Success Management Practice at AVEVA.

Prior to joining AVEVA, Juan was the North America Customer Success Leader at Rockwell Automation. During his tenure at Rockwell Automation, he held positions of increasing responsibility in Sales, Global Account Management and Services. Prior to departing Rockwell AutomationJuanhelped incubate the Customer Success practice there and to implement it globally. Juan has a passion for building successful and mutually profitable lifelong relationships with global clients.

Juan has a bachelor’s degree in Mechanical Engineering from the University of California San Diego.

Francessca Vasquez is the Americas Head of Solutions Architecture and Customer Success at AWS. Her organization focuses on delivering prescriptive technical and industry solution guidance throughout a customers’ journey with AWS. They help customers enable digital transformation, new customer experiences, and business innovation outcomes. Prior to AWS, Francessca spent 11 years with Oracle, most recently as the Group Vice President of Oracle’s North America Cloud Infrastructure team for Commercial, Public Sector, and Alliances. She’s held numerous leadership roles in sales, consulting, business development, and architecture strategy with Salesforce (Americas lead for Enterprise Solutions & Architecture), CSC (now DxC Technology) as the Global Practice Lead for Oracle and Cloud including two global innovation centers in the US and UK, Sun Microsystems, and the U.S. Department of Defense (DoD). Francessca holds a Master’s degree in Science and Technology Public Policy from George Mason University, a Bachelor’s degree in Computer Science from the University of Lynchburg, and serves as an Inclusion Ambassador for Amazon. She is a STEM advocate and active participant in non-profits that inspire cultural inclusion and diversity such as the Information Senior Management Forum, Hispanic IT Executive Council, Code.org, and Rainier Scholars – a 12 year program offering a pathway to college for low-income students of color. She and her family reside in Seattle, Washington. Follow Francessca on Twitter @francessca_

Srivatsan Vaiyakarnam is SVP of Customer Success at Informatica and is responsible for the Strategy and operations of the Global Customer Success function which helps customers become data-driven Intelligent Enterprises. As a key member of Informatica’s senior leadership team he is also involved in defining the overall post-sales strategy. In his 21-year career at Informatica, Srivatsan has held several Strategic and Operational Leadership positions in Support and Engineering notably as VP of the Global Customer Support teams in North America and APJ where he incubated support centers in India, Japan and China. Most recently he was the Managing Director of Informatica India Operations where he was responsible for the overall operations of the 1000 Strong Informatica India team spanning multiple functions.

As a member of the Customer Success leadership team, David directs the strategy and execution of Medidata’s global Customer Engagement function focused on improving their customer’s overall experience and enhancing their ability to use their solutions to realize meaningful outcomes.

David lives in Charlottesville, VA with his wife and daughter. He received a Bachelor of Science degree from Shenandoah University and a Master of Business Administration degree from George Washington University.

Jennifer Dearman is Chief Customer Officer at Pendo, the product cloud company that helps software organizations create products users love. With 25+ years of experience as an advisor, thought leader, speaker, and executive in the field of customer success, Jennifer is an expert at running and scaling large customer success organizations and tackling the unique challenges that most leaders don’t see coming during periods of massive change and rapid growth. Jennifer has held leadership roles at Red Hat, Kronos, Deloitte, and SAS before joining Pendo in May 2019. Under Jennifer’s leadership, Pendo is redefining what best-in-class customer experience means for its customers.

Jennifer has a dual bachelor’s degree in accounting and business management from North Carolina State University, and a master’s degree in business administration from Carnegie Mellon’s Tepper School of Business. She was named 2019 Executive of the Year by Business Intelligence Group and a Top 100 Customer Strategist by MindTouch in 2018.

As the CCO, Roberto leads Qlik’s global customer engagement team, creating transformative experiences to ensure customers and partners alike are successful with Qlik solutions from sale to renewal.

By continuously measuring and driving adoption, Roberto’s team ensure customers realize continuous and quantifiable business value. His worldwide team includes Education Services, Customer Service, Global Support, Consulting Services and Customer Success Management.

Most recently, Roberto was VP, Customer Success Services, Autodesk, responsible for leading a global services organization of 650+ professionals. There he managed the Enterprise and Cloud Success and Service delivery teams, substantially increasing adoption year-on-year and driving long-term account retention and growth. Roberto is known for building highly skilled global teams supported by well-defined processes and systems to enable scalable execution of global service delivery and customer success organizations. Roberto holds Diploma of Electronic/Electrotechnics Engineering and as a board member of TSIA (Technology Service Industry Associations) is a frequent speaker on Customer Success best practices.

Martin Mrugal is the Executive Vice President and Global Head of Customer Success at SAP, a customer success organization focused on transforming the way SAP engages and cares for our customers throughout the entire lifecycle. In his previous role as chief innovation officer, Martin was responsible for driving SAP’s innovation agenda in North America. Since joining SAP in 1998, Martin has held a number of diverse management and executive leadership roles including, chief operating officer (COO) for cloud procurement and business networking at SAP Ariba, Senior Vice President, Global Business Development and Innovation, and SVP & Global Head of Manufacturing Industries and Solutions. Before joining SAP, Martin spent 12 years in supply chain and logistics, where he held a variety of roles of increasing responsibility in sales, marketing, finance, and supply chain strategy. Martin holds a master’s degree in business administration from Pennsylvania State University and completed a Leadership Development program at INSEAD in Fontainebleau, France. Follow Martin on Twitter @martinmrugal.

Chris Bates has 20 years of experience leading customer-facing organizations in high-growth technology companies. Chris is currently the vice president of customer success at Tableau Software, the industry-leading visual analytics platform. His global organization is responsible for ensuring that Tableau's 60,000+ customers are maximizing business value and impact from Tableau.

Prior to Tableau, Chris led the Global Customer Success organizations at Clarizen, a leading SaaS project management company, as well as at Salesforce. Chris's career also included a variety of Sales and go-to-market leadership roles at Dell, both in the U.S. and leading a global team while based in London. Chris started his career at Procter & Gamble, where he first developed his passion around customers. Chris holds an MBA from Harvard Business School and a B.S. in Marketing and Finance from the University of Virginia. Chris lives in San Francisco with his wife and son.

Mindy Cunningham, a seasoned and accomplished professional services executive with a passion for customer success, is Vice President, Legal Professional Services for Thomson Reuters (TR). In this capacity, Mindy has responsibility for the global strategic direction, operations, and delivery of functional and technical consulting services that enable the implementation and adoption of TR’s Legal business management solutions.

Mindy previously held the position of VP, Customer Success for Ellucian, a market leader in higher education technology solutions, where she was responsible for delivering customer success services to more than 3,000 colleges and universities globally. Prior to joining Ellucian, Mindy was the Vice President of Enterprise Support Services worldwide for Citrix. Mindy has held previous leadership positions in large global companies, including RGP and Unisys, and was a Partner at BearingPoint & KPMG Consulting focused on designing, delivering and supporting enterprise-wide business and technology transformation solutions. Mindy spent the early part of her career as a Certified Public Accountant with EY and holds a degree in Accounting from American University.

Mindy serves as a member of the Technology Services Industry Association (TSIA) Customer Success Advisory Board since 2019. She and her husband reside in Fort Lauderdale, Florida with their two Boston terriers and are the proud parents of four adult daughters. Mindy enjoys spending time with her family, traveling the globe and practicing hot yoga.

Christy Vega brings 12 years of experience leading both direct and indirect Education sales teams to success, with a background in channel partner and program management and operations. In her current role, she is responsible for Global Education Sales and Services, aligning channel and market needs to technically enable and verify skills for Citrix customers, Partners, and employees through Instructor-led, eLearning, subscription, end-user training, and tiered world-class certifications. Additionally, her team develops and manages partner programs through which the channel delivers nearly 100% of Citrix Education’s training. In her prior roles at Citrix, Christy has led Operations, and Partner programs teams. She was named to CRN’s Women of the Channel’s list in both 2019 and 2018 and is an active student of the book Multipliers: How the Best Leaders Make Everyone Smarter (Liz Wiseman). Christy resides in Northern Virginia with her husband, two daughters, and Brussels Griffon.

Cindy Etherington, Vice President of Dell EMC Education Services, is responsible for supporting our customers, partners and internal team members with world-class, innovative learning solutions. Responsibilities include P&L management, inclusive of sales, portfolio, content development, delivery and operations.

With over 25 years of experience in the technology industry, Cindy joined EMC in 2011. Previous responsibilities included operations and planning for Dell EMC Services and Digital as well as go-to-market strategy and enablement programs for Global Technology Alliances and the Americas Professional Services businesses. 

Prior to joining EMC, Cindy held various services sales leadership positions at Hewlett Packard Company, Compaq Computer Company and Digital Equipment Corporation.  She is a graduate of Lesley College in Cambridge.  Cindy is an advocate for women’s leadership and active mentor for young professionals. 

Jeff Hackney, Director of Emerson Automation Solutions Global Educational Services has worked in the field of process automation for 32 years in varied roles including maintenance, operation, engineering, training, sales, and management. Jeff spent the last 10 years serving Amgen, Roche-Genentech, and numerous other clients in the Life Sciences industry.

In his current role, Jeff leads Emerson’s Global Educational Services team that includes 342 instructors that train more than 20,000 students annually across 84 global locations. Jeff served 10 years in the United States Navy, is a certified Journeyman of Electronics Mechanics, and has an earned Bachelor of Science in Information Technology as well as a MBA in International Management.

Scott Thomas serves as the Vice President of Education and Customer Enablement at Genesys. A 15+ year career in technology, Scott has worked across many disciplines with work done in Customer Care, Partner Programs, Professional Services, Customer Success Management, Product Management, and even a stint as a Salesforce CRM Administrator. However, enabling customers, partners, and employees on the most effective and efficient ways to leverage the investment they have made in technology has always been his passion.

A proven leader of training organizations for market leading software companies such as ExactTarget, Salesforce, and Genesys. Scott brings deep expertise in developing successful and award-winning training programs to serve learners across all technical aptitudes and learning styles. Known as a creative curriculum developer, engaging instructor and facilitator, and an effective manager that has proven success in showing how effective training can lead to business success.

Scott earned his BA in Political Science and History from Ball State University and his MBA from Anderson University. He resides in Indianapolis, IN where he is advocate for the American Cancer Society and a devoted volunteer to many charitable organizations in the area. His favorite work by far is being a loving husband and a father to 3 great kids. 

Rochana is the Director of Learning Services at Google Cloud, part of the Customer Experience leadership team, driving strategy to enable customers, partners, and employees to develop and advance their skills as they adopt cloud technologies. Her team's responsibilities include content development, delivery, operations, Learning technologies, and PnL management. Rochana has 25 years' experience in training Curriculum, Certifications, and Sales Enablement. Prior to joining Google Cloud in 2016, Rochana held various leadership positions in the Learning team at AWS and VMWare. She is a champion for diversity and inclusion and as part of the DEI council at Google Cloud drives various programs for increasing representation and creating diverse leadership teams. She lives in the Bay area with her husband and two daughters.

Angela Sammon is the VP of Education Services for Guidewire, a software company that delivers the industry platform for Property and Casualty (P&C) insurers. Her team, which includes curriculum development, instructional delivery, education operations, and talent development, is responsible for all formal product training and certifications used by Guidewire customers, partners, and employees.

With more than 20 years of consulting and operational experience, successfully leading significant business transformation for a variety of industries, Angela brings a unique perspective to the business of education that has resulted in exceptional growth and improvements in a short timeframe. Given the pace of change in today’s world, she seeks to drive strategies and solutions that will accelerate innovation, diversify thinking, validate competency, and reinforce lifelong learning.

Steve Russo leads the HPE Pointnext Education Services and Management of Change Practice. The EDU/MoC Services Practice markets and delivers Customer and Partner training for HPE HIT products, related products and technologies, and service management. EDU/MoC is also responsible technical training of our Pointnext Global Field Delivery employees and authorized service delivery partners. In addition to technical training, EDU/MOC provides MoC consulting services to guide and support our customers’ workforce through technology transformation. As the exclusive provider of HPE HIT products training EDU/MoC drives the adoption of HPE HIT products and technology.

Steve has worked in the IT industry for over 25 years. He has held previous senior management roles leading the HP Storage Services Business, the HP Telecom Services Business, and the Compaq Software Services Business.

Steve holds a Bachelor of Science Degree in Engineering from Worcester Polytechnic Institute and a Master’s degree in Business Administration from Babson College.

Donna Walker leads the IBM Training & Skills Initiative focused on building and recognizing technical skills in the IBM client and business partner ecosystem through a Global Training Partner network and IBM Credentials. She has extensive experience in technical training programs for all audiences and developing business programs to advance skills. Through her roles at IBM and previously at The Walt Disney Company and PricewaterhouseCoopers, Donna has extensive corporate strategy, education and enablement program management, financial planning and operations expertise with a focus on driving innovative and quality client experience.

Sanjiv Varma currently leads the Juniper Education Services team where he is responsible for all customer training and certification programs.

His experience includes balancing proliferation, adoption and revenue goals. Establishing turnaround education programs for revenue generation and internal enablement are his key strengths. Digital transformation, subscription, quality and timely SLA based content development, operational efficiencies and stakeholder interlock are some of the key programs Sanjiv has established.

Sanjiv has previously worked in Education Services leadership roles at VMware, NetApp and Sun Microsystems. Sanjiv has been a speaker at TSIA, Oracle OpenWorld, published in the ASTD magazine and a co-chair of the TSIA social media forum.

Lane Giles is the director of education services for the Global Support and Services division of Mentor, a Siemens Company. Mentor is an industry leader in electronic design automation, providing software and hardware design solutions that help engineers around the world conquer design challenges in the increasingly complex worlds of board and chip design.

As the training leader at Mentor Graphics, Lane is responsible for knowledge management across customer facing platforms and manages the global content development and delivery strategy across a wide product portfolio. His primary focus is in building subscription-based OnDemand product training libraries that provide learning personalization, virtual hands-on lab exercise and knowledge checking as student progress through learning path roles.

Lane is a customer experience leader who believes that the role of training is to drive customer adoption, loyalty, and satisfaction. During his 25 years in the enterprise software market, Lane has worked at Sage, Computer Associates, and Software Business Technology, managing training, software development, professional services, quality assurance, technical publications, and support and service call centers.

Ken Goetz is the vice president of global learning services at Red Hat, where he is responsible for expanding the global community of skilled and enthusiastic users of Red Hat open source technologies. Prior to Red Hat, he held many different global and regional roles in education services and pre-sales engineering at Oracle. Ken is experienced at facing the strategic challenges that education services businesses of all kinds regularly face, and has led the implementation of many successful learning programs over his 18 years in the industry. Ken received his MBA from the University of Chicago Booth School of Business and is a two-time Ironman triathlete. He and his family currently reside in Raleigh, North Carolina.

A 10-year veteran of salesforce, Amy is a strategic enablement executive who is passionate about delivering results for customers both internally and externally through Trailhead. Trailhead empowers students, job seekers, customers, partners and employees with the skills and knowledge to be successful through engaging, award-winning and press-recognized, high touch education programs. As Senior Vice President of Trailhead Go To Market, Amy is responsible for leading the global education services and product P&L organization including sales, operations and delivery of learning experiences, events and solutions worldwide. Her organization has been honored as ‘Best Use of Blended Learning’ by Brandon Hall and listed in the Top 10 of the 'Learning 100' from eLearning magazine.

Amy's career at salesforce has also included product marketing for the Partner Relationship Management (PRM) product, she has led global sales enablement programs, served as the high tech industry expert and she created the first ever Executive Briefing Center Program (EBC) for salesforce. Amy led the EBC team to be recognized broadly in the industry and internally as a strategic sales program. She led the design and launch of the new briefing center space in San Francisco's Landmark Building and opened briefing spaces in Chicago, New York, London, Paris and Tokyo as well as the created the executive briefing center experience for the company's annual Dreamforce conference.

Before Salesforce, Amy held various roles in tech including product management, marketing, implementation & training for cloud companies in the channel management and human capital management markets.

Amy has been a frequent speaker at Dreamforce as well as at sales kick-off's and industry events. She is an active member of the Salesforce Women's Network and was a leader of the philanthropic committee focusing on programs that help develop job skills for those returning to work and for organizations that support the health and success of women and children and is also an Executive Advisor of Faithforce, an internal group focused on diversity and explorations of different faiths and traditions. She has been nominated in several Salesforce leadership development programs, and she is an active coach/mentor for employees in her organization and across Salesforce. She and her team have recently 'adopted' Galileo High School in San Francisco to help drive STEM education.

Amy has a B.A. from Denison University and lives in the San Francisco Bay Area with her husband and 12 year old boy/girl twins.

Jan is the global head of digital learning solutions and product knowledge portfolio at SAP. Jan has a track record of managing large, global organizations and budgets, developing and executing transformation strategies and has lead acquisitions on behalf of SAP. He has lived and worked in locations like Germany, UK, India, Sweden, France, and the US.

In Jan’s 20+ years of business software experience knowledge transfer and learning has been the red thread. In recent years, Jan has been leading SAP’s transformation to digital learning. Today, SAP has over 1m learners learning digitally.

Previously, Jan has held various global management roles amongst others in consulting for CapGemini and Accenture and in product management, business development, and education services for SAP. Jan has developed a knowledge management program in partnership with INSEAD in Paris, France.

Jan holds a Masters degree from Group Ecole Supérieur de Commerce (Marseille, France) and a BA Hons in Business Administration and International Management, from the Hochschule fuer Wirtschaft, Department of Economics (Bremen, Germany). He has also passed the SAP Strategic Management Program delivered by INSEAD, LBS and Wharton as well as the Finance and Accounting program for non-financial Executives delivered by Stanford BS. Jan speaks German, English, French and Swedish.

Kevin is an experienced global leader working in the technology industry, with a demonstrated history of sales and operational experience with including Enterprise Software, Customer Relationship Management(CRM), Go-to-market Strategy, and Sales Management to meet operating and financial goals and objectives. At Ciena he heads the Services Product Portfolio, and has responsibility for setting strategy for the advancement of Ciena’s Market leadership. He brings a key focus on maintaining and innovating the best in class Services with compelling, differentiated advantages and value propositions this includes the end-to-end life-cycle management, orchestrating cross-functional activities and communications to ensure “reliable delivery of the right service products at the right time in the right quantities”.

Jeremy Aston is part of the Customer Experience organization (CX) and is responsible for Strategy and Planning to accelerate Cisco’s services and support business, while scaling its customer success functions. His focus includes long range planning, market intelligence, go to market, and inorganic strategies that drive recurring revenue growth for Cisco.

Jeremy has more than 20 years of experience in the IT industry, with a strong background in partner success planning, and executing Cisco’s sales strategy in new markets and business models. He has experience in software, licensing, SaaS, and storage as well as operations, strategy, and sales leadership. Prior to joining the CX Organization, he served as Cisco’s Sales Strategy lead for software and recurring revenue, as well as Sales Director for Cisco’s Commercial Select business. Prior to working at Cisco, he spent time at EMC and Lanier Worldwide.

Jeremy holds a B.A. degree from University of Utah. In his spare time, he enjoys surfing, running, and traveling with his wife and two daughters. He is a member of the Surfrider Foundation, dedicated to the protection of the ocean waves, and beaches.

Johan Kvist is a Client Success Facilitator for Ericsson. Currently based in Stockholm, Sweden. Has a responsible for supporting accounts worldwide to drive Customer Outcomes and a change towards a Customer Centric heartset and mindset. Building go to customer models based on convergence between sales and delivery. Prior to his current role he has been located and responsible for Customer Support Delivery and Sales in Asia for 14 years. He has more than 20 years’ experience in the telecom industry.

Grad Rosenbaum is the Vice President and General Manager of the Americas Solutions Business at HP. He is responsible for the go-to-market strategy, P&L, delivery execution and overall financial performance of the Americas print and personal systems services businesses. This includes the sale and delivery of managed print services, printing and workflow solutions, and personal systems services for HP’s consumer, corporate, enterprise and public sector segments. In addition, Grad is responsible for HP’s System Integrator Alliances program for the Americas Region.

Grad is a customer-centered leader with a proven track record of exceeding business results, success in cultivating talent and managing organizations through transformational change. Through his 30 year tenure at HP, he has held a number of executive leadership roles, and he has been instrumental in the creation, development and expansion of the global managed services business. Prior to his current role, Grad successfully led the Americas Print Services Business, U.S. Print Sales, and the Americas Signage Business. Prior to joining HP, Grad worked at Lockheed Corporation.

Grad holds a Bachelor of Business Administration from the University of Massachusetts, Amherst and a Master of Business Administration from Babson College. Grad resides with his wife and four children in North Andover, Massachusetts.

Sean Sauter, vice president of global system services for IGT, is a passionate gaming and technology service professional of 20 years. After his studies at McMaster University and Durham College in Ontario, Canada, Sean proudly began his career in the gaming industry at the Great Blue Heron Casino. It was there that Sean caught the bug for the gaming industry, but more importantly, a passion for technology, continual service improvement, and developing solutions for complex business challenges.

Since then, Sean has been involved in the evolution of many Gaming technologies and has been IGT’s thought leader and driver for many strategic service transformational initiatives around the globe. These transformations have brought standardization to IGT’s service delivery, innovative technology solutions, and product & service revenue growth.

Denise Rundle is the general manager within Microsoft's Customer Service & Support organization, responsible for Microsoft’s Advertising, Partner and Sales Support Services WW. She leads a team of retail sales, commercial technical presales, retention and advertising support professionals globally. She is accountable for delivering $1.5B in revenue from direct product sales, consumption and lead generation (pipeline). She is also accountable for Microsoft's community and social support strategy globally.

Prior to her current role, Rundle was responsible for developing the customer service strategy, offerings and go-to-market for Consumer, Advertiser, and Unmanaged Commercial customers WW. She has held many leadership positions at Microsoft including building the online support assets in the early days of the internet, envisioning and building the first Microsoft Most Valuable Professional community program, and many years at the helm of Microsoft Global Consumer Support.

Before joining Microsoft, Denise worked as a consultant teaching small businesses how to deploy software and networking solutions to optimize their business. Denise has an undergraduate degree in speech communications, journalism and public relations.

David Caradonna is the AVP of Strategic Programs for the Industries and Specialization group at Splunk. His organization is responsible for Value Consulting, Prescriptive Selling, Cloud Economics and Strategic Programs for Splunk Enterprise and Vertical Solutions. David joined Splunk in 2013 and led the transformation of the company’s sales culture from solution selling to value selling through a series of global programs. His thought leadership earned him a Senior Director role which he held for several years prior to his current role.

Before joining Splunk, David spent 6 years at HP Software leading their Value Management Office under the Sales organization. Before his sale support roles, he led a variety of IT functions as Senior Director including Global IT Operations, Managed Services, Technology Planning and Solution Implementation.

David offers 25+ years of IT experience as a seasoned economic buyer of technology solutions and 12 years of Software Sales Specialist experience as a solution provider leader.

Russ Nettle took on his most recent role as the vice president of services at Vital in April of 2014. Russ presides over all services within the Vital business, including professional services, customer success management, and customer success support. He joined the company in 2003 and has held the roles of customer support manager, director of service account management, and director of professional services.

Prior to his employment at Vital and receiving his Series 6 and 63 licenses, in addition to his MSCE certification, Russ held a variety of positions within IT, Enterprise Applications and Finance. He has received his Bachelor of Arts from the University of Minnesota.

Dillard Myers has more than 25 years of demonstrated global logistics experience with various governmental and corporate organizations. Prior to Cisco, he held the Marine Corps senior logistics colonel’s position on the West Coast, providing total support to more than 45,000 Marines and sailors. He has had documented success in senior leadership positions, providing vision, focus, and development of supply chain strategies for service organizations having inventories exceeding $5 billion and annual budgets exceeding $700 million.

Currently Dillard leads Cisco’s Global Service Supply Chain organization, supporting more than $8 billion in services revenue globally. He has designed, built, and deployed capabilities to support their customers in 128 countries with 1,100-plus distribution depots.

As the vice president of the technical services division, Frank provides leadership to Compugen’s national technical services team, a group comprised of field technicians, technical specialists, and contact centre representatives. The technical services division helps customers keep their IT environments running with coast to coast, 24 hour, 365 days/year support.

Prior to joining Compugen, Frank served as the vice president of service at Metafore Technologies Inc, responsible for all facets of Metafore’s IT services delivery across Canada. He is an accomplished executive with broad international practice. He has over thirty years of information technology services experience, including senior executive positions with Dell, Apple, and Nortel.

Outside of the office, Frank participates and supports the efforts of multiple charitable organizations across the country. He and his family live north of Toronto and enjoy outdoor activities throughout the year.

Bob Feiner joined Dell Technologies in 1999 and serves as Senior Vice President of Dell Technologies Global Deployment and Partner Services. He leads a global organization that supports Dell Technologies’ customers in more than 140 countries. His team of nearly 4,000 provides services to customers around the world throughout their life cycle including configuration services, installations and deployments, managed services, education services, on-site support, and asset resale and recycling. As the leader of Dell Technologies Global Deployment and Partner Services organization, he is responsible for managing a $1B business.

Bob is also the global co-chair for True Ability. True Ability is Dell’s Employee Resource Group for team members impacted by special needs and/or disabilities. In 2015, Bob was recognized as the Springboard Consulting North America Disability Champion of the Year.

His prior experiences at Dell Technologies include leading various field services teams, managing technical support centers, and building the first of what would become six global service command centers.

Prior to Dell, Bob was a management consultant in Ernst & Young’s supply chain management practice. He also held a variety of roles in the energy industry. Bob has a Master of Business Administration degree from the University of Texas–Austin, 1997 and has a Bachelor of Science in Mechanical Engineering from Tulane University, 1991.

Mary Cay Kosten is the senior vice president of EMC customer service and leads a team of more than 8,000 professionals that service EMC’s global customer base. She is responsible for creating and driving EMC's customer service strategy and programs spanning remote support, field service, product installation and repair, proactive maintenance, logistics, repair, escalation, and service account management.

Mary Cay has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining EMC, she was vice president of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun’s support services. At Sun Microsystems, she also served as vice president of customer services for the Americas region and vice president for the Americas Customer Care Center.

Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for “An Outstanding Customer Service Experience,” the TSIA Award for Excellence in Service Operations, and was inducted into the STAR Awards Hall of Fame.  

Mary Cay is a 2008 recipient of the Denver Business Journal’s Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the steering committee for TSIA’s Women in Services community of interest.

She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.

Mike Massey is the vice president & general manager of Americas services for Diebold Nixdorf. He is responsible for executing on Diebold Nixdorf's service strategy for field services, managed services, product installation and repair, proactive maintenance, logistics, repair, escalation, remote resolution and service account management.

Mike has extensive experience and success leading field and managed services, especially with companies that have transformed to a service-led model. He has a solid track record of leading services and solutions growth, operational excellence and change leadership with high levels of customer loyalty and employee engagement.

Mike earned a Bachelor of Science in Electrical Engineering from Michigan Technological University and a Masters of Business Administration from Indiana University.

Bruce Fullerton is the VP Service and Support, Region North and Central America, for Elekta. Bruce worked for Elekta from 2007 – 2014 as VP Service and support as well as VP Global Service Excellence. He then worked for CenturyLink from 2015 – 2018 as VP Process Excellence. In 2018, he returned to Elekta.

Bruce has an extensive background in Service, Operations and Quality as a Lean Sigma Master Black Belt. He has had the opportunity to apply process improvement methodologies throughout his career to services and operations for multiple companies.

In his early career with 22 years at GE, both Medical (17 years) and Industrial (5 years), he helped shape GE’s remote service technologies and deployment, GE InSite (Medical) and GE OnSite (Industrial). Bruce continues to drive development of remote service as well as other service technologies including design for serviceability and AI applied to service.

Bruce holds a BSET from University of Memphis. His office is located at Elekta’s Regional HQ in Atlanta.

Franck Perrin has been the director of international service operations for four years at Endress+Hauser Consult (Switzerland), the holding company of the Endress+Hauser group, a leading worldwide provider in the field instrumentation and process automation. In this role he is in charge of ensuring that different service units located in 44 countries are developing their operations in accordance to the E+H service strategy, standard portfolio, and processes. He also participates in the development of the service strategy and in different projects, that require his consulting and expertise in service management.

Initially trained in measurement instrumentation, Perrin started his career with Endress+Hauser as a sales engineer in the French sales center. He became product manager in the late 90s on a reengineering project to establish a process organization in the European sales centers for the Euro zone creation. It was during this project that he got the “service bug”. He changed his orientation to become service director of the French operations. His mission was to transform an old fashioned, reactive, service cost center to a highly profitable business unit offering value-added services.

During his different missions, Perrin has continuously learned to adapt his skills to the requirements of his various positions. He has a degree in sales and marketing management and a masters in strategic management and controlling.

Ramesh Giri has been a highly valued executive with Hewlett-Packard for more than 15 years. Over the course of his career Ramesh has consistently been promoted and deployed to optimize talent and operational performance in organizations with limited resources. In the face of such challenges, he has consistently lowered costs, enhanced the customer experience, improved competitive position, grown revenues and added significant value to the company.

After joining HP in 2002, Ramesh ascended through increasingly responsible roles in Quality and Operations. Since that time, he has provided cost-effective and forward-looking leadership in the Commercial delivery of PCs and Printers, Enterprise Support for Server and Storage and Global Service Desk Delivery. Prior to joining HP, Ramesh served as Assistant Vice President of Quality at GE Capital at Hyderabad, India, an organization known for the quality of its leadership.

Throughout his career, Ramesh has worked relentlessly to enhance the customer experience and improve Net Promoter Scores, an alternative metric to traditional customer satisfaction research with a high correlation to revenue growth.

Most recently Ramesh held the role of Vice President, WW Quality, Category and Experience Transformation, building and leading teams focused on improving product quality, introducing new products, building strong strategic alliances, transforming customer support, engineering best-in-class global solutions, and supporting end-to-end support transformation.

In a previous role, Ramesh functioned as Director of a major HP Contact Center where he led an organization that provided remote support within the region as well as HP-badged support for customers located in AMS, EMEA and APJ. Ramesh built the CS Contact Center ecosystems of both HP-badged and partner contact centers that added substantial value to the organization by enabling HP partners to improve their performance, lower costs, optimize the customer experience and accelerate revenue generation.

Ramesh holds a Bachelor's Degree in Mechanical Engineering and a Master's Degree in Manufacturing Technology. He is a Certified Black Belt and a Master Black Belt. Ramesh currently resides with his family in Palo Alto, California.

Scott MacPhee is the Vice President of the HPE Pointnext Services Global Field Delivery organization. The services account management and delivery arm of HPE Pointnext Services, we deliver to our customer commitments around the world as their trusted advisor and partner throughout the services lifecycle - from advisory, transformational and operational services. This team, with its breadth and depth of skills and talents, helps Hewlett Packard Enterprise customers achieve business success 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.

Jerry has general management responsibility for NI's installed base services business. His responsibilities include overseeing NI's worldwide depot and field repair, sparing, calibration, factory integration and custom installation services. In this role, he leads a cross-functional team responsible for setting NI's strategies and offerings, and delivering these services in NI service centers, authorized service provider network locations, and at customer sites. Jerry has led the organization to unprecedented growth and innovation, enabling the success of NI’s product and system customers.

Jerry’s 35 years as a manager and executive include joining NI in 2011 after extensive experience in the aerospace and semiconductor industries. Prior to NI, he led product and business management for the Semiconductor industry's largest global equipment maintenance business. He also managed the global operations of a technical training organization listed in Training Magazine's Top 100, with direct responsibility for 10 training centers. Early in his career, Jerry held roles in systems engineering and program management in aerospace, including four years as an officer in the US Air Force. He holds a BS in mechanical engineering and an MBA.

Mamali Zarringhalam is the senior vice president of engineering services and customer support at Nikon Precision, Inc. His staff of more than 400 is responsible for all aspects of supporting Nikon’s high-precision photolithography equipment, a critical part of the semiconductor IC manufacturing process at major chip manufacturing companies. His operation performs installation, maintenance, engineering, quality assurance, spares, training, and documentation support functions to meet company’s strategic and customer satisfaction objectives.

Mamali received his Bachelor’s degree in Mechanical Engineering from Purdue University, his Master’s degree in Mechanical Engineering from University of California at Berkeley, and his MBA from University of San Francisco.

Keith Stanback is the vice president of North America systems support services for Oracle Corporation. He is responsible for over 1,100 hardware field service delivery employees and oversees Oracle's Premier Support customer base. He has been in the computer industry for over 30 years and has over 26 years of management experience.

Prior to joining Oracle, Stanback held senior leadership roles at Sun Microsystems, including senior director for the Western and Southern Areas in the United States. He managed Sun's support services business for four different vertical markets. As a senior leader for Sun, Stanback established a reputation of driving revenue and shareholder value while improving Sun's overall customer satisfaction and loyalty.

In 2002, Stanback accepted a two year international assignment in Asia Pacific as the managing director of Sun support services for Australia and New Zealand. Under his leadership the support services business achieved very strong operational performance, record service revenues and record maintenance contract penetration rates. Prior to moving to Sydney, Stanback was director for strategic account services in the United States, where he helped develop, market, and manage the newly enhanced service delivery model that was specifically designed for Sun's top customers around the globe.

Earlier in his career, Stanback held several key senior management roles at Wang Laboratories and Delta Data Systems. As a leader in the Federal Systems Divisions of both companies, he played a big role in winning and managing several multimillion dollar US Federal Government service contracts.

Scott Schronce is the Vice President of Global Service Business Development, Planning and Lifecycle at Pitney Bowes. His responsibilities include global commercialization and planning of service delivery alongside Pitney Bowes’ SMB hardware, software and SaaS product lines. Service planning includes coordination of the full breath of service disciplines including offering development, service delivery channel selection, knowledge, training, parts, serviceability, contract management, and workforce utilization to name a few. Additionally, his leadership responsibility comprises level two and three service support and escalation, IoT and remote service delivery planning, and services marketing to value enablement.

Scott has over 20+ years’ experience in the services industry with exposure and expertise in professional services delivery, field installation and repair, technical call center support, web support, and knowledge management. Prior to joining Pitney Bowes, Scott held positions at Qualcomm and Aon Consulting in commercial off-the-shelf software development and delivery practices. Those early on engineering roles combined with direct voice of client and service linkages laid the foundational elements of his strategic and tactical service planning today.

Scott holds a Bachelor of Science degree in Computer Science from North Carolina State University, Raleigh, NC. Additionally, he holds industry certifications and training in Agile Methodologies, Software Development, Business Analysis, Six Sigma, Process Management, and Project Management.

Roy Dockery currently serves as the VP of field operations for Swisslog Healthcare North America. In this role, he oversees field service, support services, technical training, and operations administration for Swisslog's healthcare automation products. Roy joined Swisslog in 2010 and was permitted the opportunity to build the pharmacy automation service division from the ground up as the director of field service operations. Roy developed a team to dedicated service professionals and create a culture of concern, accountability, responsiveness and excellence that improved customer satisfaction.

Prior to joining Swisslog, Roy was in the United States Navy serving as an instructor for their nuclear power program. Before entering the military, Roy spent 4 years as a small business consultant specializing in employee training, marketing, community outreach and process development.

Roy completed undergraduate degrees in Business Management and Nuclear Engineering Technology before acquiring his Masters in Business Administration from the University of Phoenix. In his free time, Roy serves as the executive director of a non-profit organization providing basic resources to impoverished communities in the greater Denver metropolitan area.

For over 30 years, Paul has been focused on providing solutions to his customers in the semiconductor industry. From the start of his career as a Field Technician to his current role as Director of Tokyo Electron’s Field Service Team for North America, his keen ability to address complex challenges with creative solutions keeps both internal and external customers delighted.

During his 20+ year tenure with TEL, Paul has held several leadership positions in Field Service and Account Management helping the company to grow its sales and service market share throughout the US. From well-established operations to green field factories, he is able to identify operational improvements, and develop the workforce capabilities and management systems needed to execute and deliver on these goals with safety and quality as the foundation.

Providing strategic leadership, Paul is currently focused on evolving the company’s field resources to meet a shifting market with increasing focus on non-traditional consumption-based and performance-based solutions, building a strategy to be successful in this space by providing frontline engineers with easy access to data streams that enable faster and more accurate diagnosis and repair of increasingly complex failure modes.

Paul holds a degree in Business Administration and has recently moved with his wife Karen to the Austin, Texas area. In his free time he enjoys woodworking and home brewing.

Tim Witt has spent the past 20 years working within the financial, retail and information technology sectors creating new solutions to serve rapidly changing market dynamics. Tim’s background in emerging technology, logistics, services and automation has been the basis for much of the new business capabilities he has created. Tim is an industry expert in the areas of emerging technology, managed and outsourced services. As the Senior Vice President of U.S. Sales and Business Development at Brink’s Incorporated, Tim is leveraging his past success to transform Brink’s and the industry. By this, he will provide new platforms to serve the accelerating changes occurring around the automation and management of currency and items of value.

Previously, Tim founded and led Diebold Managed Services® and also led the software and professional services sales organization for North America. Before joining Diebold, he was actively involved in the deregulation of the U.S. communications infrastructure where he was responsible for consulting and managing emerging data communication technologies. Tim was also a founding board member of the Technology Services Industry Association Managed Services discipline.

Tim received a Bachelor’s degree from The University of Akron in Psychology and currently resides in Dallas, Texas.

As the vice president of the professional and managed services divisions, Marty provides leadership to Compugen's national team of consultants, business analysts and professional problem solvers, and helps customers make sure their IT environments are helping their businesses perform better than they expect.

Marty joined Compugen in 1997 as a professional services consultant and has since held a variety of service leadership positions before becoming a member of the executive team in 2011.

Marty has been an active member of Technology Services Industry Association since 2008, and participates in the Innovation Value Institute to develop best practices for IT. He holds a Bachelor of Commerce degree from the University of Alberta. Amongst his many passions outside of work are a love of world travel and unwavering support for the Edmonton Oilers.

Min Wei is senior vice president of operations for Cubic Transportation Systems (CTS) Worldwide and oversees the Worldwide Services and Operations business and Quality. He has been a key contributor in transforming CTS to a fully integrated provider of NextCity systems and services to its transit customers. He is instrumental in driving the company's transformative initiatives include harmonization of services and operations globally, adoption of ITIL practice across the company's business process outsourced business, establishment of global operations center, leveraging public cloud-based platforms and technologies and integration of predictive analytics into operations.

Previously he was senior vice president of financial and business operations and was primarily responsible for leading CTS's business planning, P3 financing strategy and managed various operational oversights in finance, IT, services, and manufacturing & procurement operations. Prior to that he was vice president of Commercial Services and was responsible for major commercial initiatives in assessing and supporting CTS’s open payment solutions, SaaS business model and new revenue streams.

Before joining CTS, Min was the divisional chief financial officer for ERG's Worldwide Operating Division and then vice president of Finance at ERG Transit Systems from 2003 to 2009. Previously he held various executive finance management positions in telecommunications and high-tech businesses.

Min received a Master's degree with an emphasis in Finance, Banking, and International Business from the University of San Francisco and a Bachelor's degree in Economics from the University of International Business & Economics in Beijing.

Peter Lacoste is the vice president of the Managed Services business at Dell Technologies. He is responsible for setting the strategy, driving execution, and creating best practices for Dell Technologies Managed Services globally. Through his leadership of the Dell Technologies Managed Services business, he brings together the combined value of EMC and Dell Technologies' products and services to help organizations drive business value through IT innovation with a focus on exceptional total customer experience, world's leading enterprise cloud technology and application services solutions.

Since joining EMC in 1997, he has held multiple senior leadership roles in Global Services, including leading the EMC Global Services organization in the Asia Pacific/Japan (APJ) region, with overall responsibility for EMC's professional and support services teams. In this role, he was also responsible for various strategic initiatives including the development of Six Sigma and client care in APJ.

Prior to EMC, Lacoste began his professional career through various roles at IT Services companies including tenure at Hitachi Data Systems.

He holds a Master's degree in Technology Management from the University of Queensland, Australia.

Charlotte Baker, is an entrepreneur who co-founded Digital Hands in 2001, following other technology ventures, one in which she raised $155 million to launch. Digital Hands' proficiency is managed IT security services, with 100% onshore delivery, supporting clients in both the enterprise and public sectors. Under Baker's leadership, Digital Hands gained national recognition, in 2008, as the winner of the Service & Support Professionals Association (SSPA) Star Award for "Service Excellence - Integrated Services" and for "Best Customer Commitment" in 2009. In 2011, Digital Hands was awarded the Technology Services Industry Association (TSIA) Award for "Service Excellence in Complex Applications Support" and in 2013, won the excellence award for "Innovation in the Delivery of Managed Services".

Baker has been the recipient of numerous personal accolades. She was named one of the Gulf Coast Business Review's "50 Most Powerful People on the Gulf Coast" and awarded the "Lifetime Achievement Award" from eWomenNetwork. Other recognitions include CEO Magazine's "CEO of the Year" distinction and the Tampa Bay Business Journal's "Business Woman of the Year in Technology." In 2008, Baker was a Stevie Awards finalist for leading the "Best Overall Company of the Year" and went on to win a Stevie Award in 2009 for "Community Involvement Program of the Year". In 2014, Baker received the WIPP AT&T Innovator of the Year Award.

Baker is a frequent guest speaker on topics such as building entrepreneurial companies, advocacy of women in technology, and raising awareness of cyber security threats.  Currently, Baker serves on the advisory board for TSIA's Managed Services discipline, on the Education Foundation Board of WIPP (Women Impacting Public Policy), and on the Board of Trustees for the University of Tampa. She has held officer positions for the Tampa Bay Technology Forum and was one of the founding board members of this organization. Baker also launched Start-Up Young America, a non-profit designed to inspire children to be the next generation of entrepreneurs by experimenting with micro business plans that culminate in a hands-on annual sales forum.

Charlotte Baker earned a Master of Business Administration degree from Darden and a Bachelor of Science degree in Commerce with dual concentrations in MIS and Marketing from the University of Virginia's McIntire School of Commerce.

James “Mac” McAnally is the Vice President of the Adaptive Management Services for HPE Pointnext Services. 

Mac started with HPE in 1985 as a bench repair engineer and has held many services roles across delivery and sales. Most recently, Mac led the IoT and Edge Delivery Organization before taking over the AMS business globally. 

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

Earlier in his career, Mac managed 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 technicals roles in the support center.

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

Eric Aslaksen serves as CTO for iVision, a leading technology services provider headquartered in Atlanta, Georgia. Eric joined iVision in 2008 bringing with him over two decades of Enterprise Infrastructure Architecture and design experience. He has had the opportunity to develop several areas of the business which has allowed him to contribute to the year after year growth at iVision.

As CTO, Eric provides engineering leadership across all technology practices. He is responsible for several lines of business within iVision to include Managed Services, Cloud, and Security.

Eric has spent the last 20 years of his IT career working for enterprise-sized companies including AT&T, BellSouth, SunTrust, and Capgemini. This experience has allowed Eric to understand the requirement for security, standardized process, policy, and procedure needed to lead iVision engineering teams and provide practical application of technologies that future-proof our clients’ infrastructures. Eric has been awarded multiple patents for software development and product innovation.

Eric is an Air Force veteran that served overseas during the Gulf War. His military background has provided him with discipline and responsibility mechanisms that have helped shape his career over the past 20 years.

Jeremy Blanton is the Vice President of Services at Logicalis US where he is responsible for Professional Services, Managed Services, Service Desk, and the PMO. On a mission to create an extraordinary user experience for Logicalis customers, he is focused on improving all aspects of the services organization and creating a clear path for the growth of Logicalis as an industry leader in service delivery.

Prior to taking on his role at Logicalis, Jeremy gained experience in Global Service Delivery and Organizational Shared Services as the Global Vice President of Field operations at NSC Global. Where he led a workforce across 3 divisions, 28 countries and 1200 resources.

Jeremy’s objectives span multiple platforms professional, personal, and social. Professionally seeking the right balance of challenge and success while leading and assisting others in their own career paths. Personally, his family is his purpose, creating a stable base on which they can launch their own successful objectives is most important. Finally, socially striving to participate actively within his community having a positive impact on the youth it contains and the charitable opportunities that lie within it.

Dilip joined NTT, Ltd. in 1999. He became Regional Director of India and the sub-continent, where he was responsible for managing India’s fast-growing Services and Systems Integration business. From 2005, as Chief Operating Officer for NTT, Ltd. Asia Pacific’s operations, he was responsible for achieving the Group’s financial targets, and growing its market leadership in the APAC market. Dilip was appointed Group Executive - Systems Integration Services in 2013 and in 2016, he was appointed as the Chief Operating Officer for all NTT, Ltd. Services, responsible to globalize our service operating models to help client realize the desired business benefits and operational outcomes.

Dilip has over 30 years of professional career working globally across clients, geographies, culture and contexts. Currently he is working for a great global company that has transformed itself couple of times. And in the company’s success chapters he has have had an impactful role to play. Dilip’s success is having a growth mind set and trying to live by the principles – with a constant quest for learning and picking the best choice.

Chris Yousey is the vice president of the Global IT Solutions division at Verizon Enterprise Solutions. Chris is responsible for product management and marketing for the organization’s managed services, networking, business communications, cloud, data center and security products and services. This broad array of enterprise solutions center on Verizon’s most advanced networks and is used by 99 percent of the Fortune 1,000. J.D. Power recently ranked Verizon Enterprise Solutions highest in customer satisfaction for large enterprise wireline services in the U.S.

Chris has more than 20 years experience collaborating with large global enterprises and governments leading strategy, business development, product and operations. Before joining Verizon, Chris led worldwide operations for Avaya Global Services. He previously was a partner in the communications and high tech practice at Accenture specializing in innovation and business transformation. This deep and varied industry experience gives Chris a unique global perspective and demonstrated success uncovering new revenue and margin improvement opportunities.

Chris earned his Bachelors Degree from Union College specializing in Computer Science, Economics and Math. He is active on social media providing thoughts and opinions on everything from digital transformation to the Internet of things to enterprise networking to youth sports.

Charlie Phillips is Senior Vice President of Akamai’s Global Services and Support organization. In this role, he is responsible for Professional Services, Customer Support, Account Management, and Services Product Management. He reports to Mani Sundaram.

Phillips joined Akamai’s Professional Services team in 2008, overseeing work at some of the largest Media customers in the world. He helped evolve the Professional Services organization in a variety of roles over the next seven years, managing different functional teams across industries and geographies. He focused the organization on providing world-class, differentiated service for Akamai’s customers. He then took over responsibility for Akamai’s Customer Support organization, transforming it over a three-year period to provide support more efficiently and improve the customer’s support experience.

Phillips started his career at Accenture (formerly known as Andersen Consulting), spending eight years in consulting and management roles in the healthcare and Insurance industries. He has also worked in multiple technology start-ups in consulting and product development management roles.

He holds a Bachelor of Arts degree in Economics from the College of the Holy Cross in Worcester.

Chirag Trivedi has been with CommScope over 17 years where he began and built the foundation for CommScope’s Global Professional Services business. In his current role Chirag is VP Global Professional Services leading the practices of Network Evolution Services, Software Defined Services, Hyperscale and Data Center Services and Managed Services. Prior to CommScope, Chirag worked in the service provider space with Qwest, and Level 3 (both now CenturyLink) leading their network engineering and quality organizations respectively. He holds various industry technology certifications with more than 25 years of experience in technical and operational management within telecommunications, enterprise and services industries. Chirag holds a bachelor’s in electrical engineering from Carleton University in Ottawa, Canada and an MBA focused on Technology Management.

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.

Scott Cravotta is the Executive Vice President of Professional Services at Genesys. He is responsible for guiding customers in maximizing the value and impact of their customer experience platform through our highly engaged and talented professional services team.

Scott has more than 20 years of experience in leading service teams that deliver true business outcomes and world class solutions to customers around the world. Previously, Scott was Senior Vice President, Global Professional Services at OpenText where he led a team of 2,200 Enterprise Software and Cloud professionals. Open Text acquired GXS, the global leader of B2B integration, where Scott was Senior Vice President and led 1,200 service professionals delivering B2B Managed Service in the Cloud.

Prior to GXS, Scott was Vice President and General Manager at Automatic Data Processing (ADP), one of the world’s largest providers of business outsourcing solutions. He spent over 13 years at ADP in various leadership roles in Professional Services as well as Product Development.

Mike Doyle is Sr. Vice President and General Manager of Professional Services for Health Catalyst. As part of the Health Catalyst senior leadership team and leader of this important line of business, Mike is passionate about our clients’ success. Mike joined Health Catalyst in 2013, after having led the Enterprise Data Warehouse (EDW) efforts at Allina Health as Director of Healthcare Intelligence. Prior to his work with Allina, Mike held several leadership and technology roles across the Northwestern Medicine campus in Chicago during his 20-year career in healthcare information technology. Mike holds a Master degree from Northwestern University and a Bachelor’s degree from Carnegie Mellon University.

Randy Mickey is the senior vice president of Informatica's Global Professional Services organization, which provides strategic and solution delivery services to maximize customer return from their enterprise cloud data management portfolio.

Randy joined Informatica in 2011 to lead the Master Data Management (MDM) practice globally. He also spent time in the Sales organization leading the MDM business segment before stepping into his current role.

Prior to Informatica, Randy held consulting and sales leadership positions at several software and consulting services organizations. Randy lives in Chicago, IL with his wife Jill and their three children. He holds a BS in Finance from Syracuse University.

Behind every successful Blue Yonder go-live is a global team of expert consultants, strategists and education professionals led by Duane Kotsen, Blue Yonder’s Senior Vice President of Professional Services. His team solves some of the most complex supply chain challenges for some of the biggest companies in the world, making sure they get the most value out of their Blue Yonder software investments.

His interest in solving tough business challenges – and learning about a variety of different industries, geographies and cultures – is what turned Duane’s first consulting job into a lifelong career. He joined Blue Yonder from Deltek, where he was SVP of Global Consulting Services, developing a tiered implementation methodology that significantly improved margins and customer outcomes. Prior to that, Duane spent four years as Blue Yonder’s SVP of America Services and SVP of Global Consulting Services, where in both roles he integrated sales and delivery models across the services teams, improving customer satisfaction and outcomes. He was SVP of Global Services at QAD and PeopleSoft and also held positions at Extraprise Group and Oracle. He has a Bachelor of Science degree in computer and information sciences from Leigh University and a Master of Business Administration from The Wharton School at The University of Pennsylvania.

If not successfully designing, launching and implementing software for Blue Yonder customers, Duane would be on the road as a professional athlete or an outdoor adventurist. In his downtime, he can often be found cheering on his four kids at their various activities.

An industry veteran and a leader in companies such as Mavenlink, Accenture, 170 Systems, and Kofax, Chris Scalia brings more than 25 years of expertise and best practices in professional services.

Currently, Chris is the senior vice president of professional services at Mavenlink, where he is responsible for leading the team and strategy to deliver Mavenlink products and services, enabling clients to become higher-performing businesses. His Client Experience organization is comprised of closely integrated Professional Services, Client Success, Support, and Training teams, responsible for driving successful outcomes across the entire client lifecycle.

Prior to Mavenlink, Chris was the senior vice president of implementation services at ACI Worldwide, a $1B payments software company, where he built the services strategy and led a global team of more than 600 employees and partners. He has also built the Customer Success and Strategic Partner organization for 170 Systems (acquired by Kofax, Inc.), and has been responsible for driving the strategy for Kofax’s (acquired by Lexmark) global Professional Services and Educational Services teams.

Chris received his Bachelor of Science degrees in Business Economics and Organizational Behavior and Management from Brown University.

Manish Patel is the Chief Operating Officer of Microsoft Services. He leads a large global team of 2,000+ service professionals responsible for the strategy and end-to-end delivery and business operations across Microsoft's consulting and support organization.

Manish has over 25 years of experience in the professional services industry, with 20 plus years within Microsoft Services covering sales, marketing and delivery. Prior to his current role, Manish held global leadership positions across HQ and field including GM Services Field Marketing, GM APAC Services, Senior Director Global Delivery, US Financial Services Practice Leader and Managing Consultant.

Manish holds a BS Finance from Arizona State University and currently lives with his wife and two sons in Redmond, WA.

Daryl Ellis is the Global Director of Integration Engineering Services at National Instruments. He leads a worldwide team of 200+ delivery professionals providing integration and implementation services to design, develop, and deploy test and measurement solutions. Over Daryl’s 15 years at National Instruments he has founded and led several professional and support services teams delivering technical consulting, advanced support, and on-site delivery for key customers.

Daryl graduated from Texas Tech University with a BS in Computer Engineering and enjoys spending time with his wife and two kids in Austin, TX.

Lori Steele is the Executive Vice President of Global Professional Services within the Customer Success Group at Salesforce. In this role, Lori leads the Global Professional Services organization, who deliver Transformation, Implementation and Advisory services to enable our customers to realize the greatest business value from their Salesforce investment. She is responsible for the Professional Services Strategy, Offering Management, Operations, Talent and Financial Results. Lori is a leading expert in digital transformation and customer experience and is a trusted advisor to C-Suite Executives looking to transform their businesses. Prior to Salesforce, Lori was with IBM for 15 years, most recently as the General Manager for Healthcare Industry Vertical and General Manager of Americas Consulting Business. Previous to IBM, Lori was a Partner at PwC leading Digital Transformation and Enterprise Performance.

Emily Cates is the Vice President of Professional & Learning Services for Zebra Technologies – a global leader in tracking technology and solutions that generate actionable information and insight by connecting people, assets and data which gives companies unprecedented visibility into their business and a performance edge. Zebra, headquartered in Lincolnshire, Illinois, empowers people on the front line of business in retail, healthcare, transportation & logistics, manufacturing and other industries.

With over 20 years of experience in the technology industry, Emily has tailored her career towards services excellence, global enterprise workforce development and sales enablement to accelerate business growth and transformation. In her current role, she is responsible for Zebra’s global Professional Services organization as well as Zebra’s Global Solution and Education Centers. Her organization brings Zebra’s core portfolio and intelligent edge solutions to life working closely with an ecosystem of partners to deliver business outcomes and customer value.

Emily joined Zebra through the Motorola acquisition in October 2014, where she was the Global Services Chief of Staff in addition to leading Global Employee Learning. Prior to this, she was in Human Resources Management Leading Talent Development for Good Technology which was acquired by Motorola in 2009. Her experience spans across Fortune 500 and several venture-based startup companies strengthening her ability to lead through rapidly changing market dynamics while providing agile capability management with a “Customer First” approach.

Emily is a graduate of North Carolina State University having earned a B.A in Business Management. She is a certified Executive Coach and has achieved numerous industry awards for innovation, thought leadership and cutting-edge learning design.

Mike Pring is the VP of customer support for AVEVA Group plc. His global team is responsible for all aspects of technical support, technical training and customer support programs, and support more than 8,000 customer sites worldwide.

Prior to his current role in AVEVA Group plc, Mike was VP of customer support for the Invensys Software business, prior to the acquisition of Invensys by Schneider Electric in January 2014. Mike has held a number of leadership roles in customer support, quality assurance and system testing over a 20 year career with Invensys, Simulation Sciences, and Wonderware Corporation.

Mike has been involved in software development, process control and industrial automation for 35+ years, including 10 years with Exxon Corporation in Europe. Mike has a Master’s Degree in Chemical Engineering from the University of Bradford in the UK, and now resides in Southern California.

Roger is a senior sales and business development professional with more than 30 years of management experience providing high level strategic planning, operational, technical and creative direction and support for high tech sales organizations. He is known for recognizing and developing talent and opportunities, the ability to motivate vision into reality, mission into action, and philosophy into practice.

Roger has successfully led maintenance sales organizations at several Fortune 500 companies including SAP, Business Objects, and BAE Systems, with revenue responsibility exceeding $3.0B. Roger has established innovative sales methodologies and implemented and directed the extensive balancing of resources by effectively partnering with internal sales organizations and leveraging Service Source International.

In his current role at BMC, Roger is responsible for global maintenance support sales in the Enterprise Solution Organization. His global team works in close collaboration with field account teams to secure on time maintenance renewal investments that align with new license sales opportunities offering increased customer value through the expansion of BMC solutions.

Roger holds a Bachelor of Science Degree in Business Administration from California Polytechnic State University, San Luis Obispo, where he graduated with honors.

Lou joined Dell Technologies in 2004 and has been on the Services team for the last 7 years. Lou currently leads the APOS-Renewals team – a $3.6B Global Services Renewal business with staff of almost 2,000 across 32 countries. This team helps our customers with their maintenance support options in the later years of their technology lifecycle. Lou is passionate about developing highly capable and proficient teams to deliver record level growth and profitability through aggressive change management, strategic planning, and technology adoption.

Prior to joining Services Sales, Lou led teams in Marketing, Operations, and Sales, driving results cross-functionally in a dynamic marketplace, maximizing business growth and ensuring CE. He is a fervent advocate of Dell’s Legacy of Good’s environmental efforts and serves as the Executive Sponsor for Central Texas Planet – one of Dell’s Employee Resource Groups (ERG).

Prior to joining Dell in 2004, Lou was the VP of Marketing for Schlotzsky's Deli, a Brand Manager for Kraft Foods, and a High-School Math Teacher. He received his Masters in Business Administration from the University of Texas and received an undergraduate degree from Dartmouth College.

Lou lives in Austin with his wife, Kathleen, and 3 boys. Lou and Kathleen like to exercise, see movies, and enjoy great dinners; but honestly most of the time is spent getting their boys to the next sporting event. Lou is avid Boston Red Sox fan, and loves the University of Texas Longhorns. Hook ‘em!

Rob Rosa is responsible for Extreme Network's worldwide service sales, which includes new and renewal opportunities for ExtremeWorks/PartnerWorks, premier services, and professional services. He will also focus on growing the new service offerings under Extreme's managed service platform (Monitoring Plus and Response Plus) and continue to develop new consumption opportunities (CPEaaS and Enterprise license agreements). He is looking to expand Extreme's service footprint with the assistance of the Extreme's partner network.

Prior to Extreme Networks, Rob was the leader of Cisco's U.S. Public Sector Services Partners as well as the U.S. Services Field Partner Organization. In this role, Rob was responsible for the strategies related to sales, marketing, partner enablement, partner profitability, and promoting services growth for over $3B+ in Cisco service revenue through channel partners across the U.S.

Specifically, Rob lead the Services Channels team in conjunction with Service Sales, and partners to develop a comprehensive services strategy that supports the end-customer's mission or strategy while developing sustainable business models for our partners. This entails driving new program adoption, increased focus on service revenue opportunities, and overall partner enablement to assist in growing the overall business of the partner.

Rob spent 16+ years at Cisco, in that time he held various finance, sales operations positions in various verticals supporting the sales organization.

Rob holds his undergraduate Accounting degree and his MBA in Accounting Information Systems from Suffolk University – Sawyer School of Management. In his spare time, he enjoys taking classes at the Harvard Business School and volunteering as the president of his local youth football and cheerleading organization with 400+ members and 100+ volunteers.

Rob Rosa resides in the Boston, Massachusetts area with his wife and 3 sons.

Wes Chappell leads the Renewal Revenue, Renewal Operations and the After-market Services Portfolio.
This includes Renewal Inside Sales, Commercial Operations, Asset Management, Product Management.

He has over 10 years of service with General Electric where has worked leading Customer Success Revenue Generation and Global Commercial Finance for GE Digital. Wes has also led at GE in corporate finance, treasury and FP&A. Prior to GE, he was a financial manager on the product development team at Ford Motor Company, where he helped bring a new class of Ford Explorer to market. Most of his career has been in roles focused on Customer Success, Sales Leadership, Product Development and Financial Analysis.

Wes holds a Master’s in Business Administration as well undergraduate degrees in both Marketing and Finance.

Wes lives in the mountains of Utah with his spouse and 3 children.

Lucy Norris is the Chief Customer Success officer at Genesys responsible for end-to-end customer and partner enablement and support – from strategy to execution incorporating revenue, delivery, and profitability. She is responsible for customer implementations, education and ongoing support of Genesys products and solutions in the cloud and on premises. This remit includes Genesys Care, the Genesys customer care program; Professional Services focused on customer realization of Genesys-based business outcomes; Genesys University focused on customer and partner enablement; and Customer Success Managers who represent the voice-of-customer — all of which are designed to drive customer loyalty evidenced by customer retention and expansion. Lucy joined Genesys in 2012 to create a global support and maintenance program and led the launch of Genesys Care and the transformation of the Genesys Customer Care organization to a global 24X7 center of excellence. Prior to Genesys, she served as senior vice president of global customer care at Global 360, a Texas-based leader in business process management software, acquired by Open Text. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc., a subsidiary of the Eastman Kodak Company.

As senior vice president, John heads up both Infor’s global SaaS/Maintenance Renewal business and License Management business.

John joined Infor in 2002, and has held several positions in the organization ranging from operational, product related, to field/customer facing roles. Over his 15 years with Infor he has been an integral part of the company’s growth and transformation from $100M to nearly $3B in annual revenue.

Prior to Infor, John worked for other software companies, of which some have become part of Infor over the years. Having held a variety of roles his background includes extensive experience in field sales and consulting/professional services relating to the automotive Industry.

Joe Bowers is the WW director of support and training sales for the World Trade division of Mentor, a Siemens Company. Mentor is an industry leader in electronic design automation, providing software and hardware design solutions that help engineers around the world conquer design challenges in the increasingly complex worlds of board and chip design.

As a sales leader at Mentor, Joe manages the global support and training sales teams across a wide product portfolio. His primary focus is revenue generation through customer retention and cross selling of services. Additional focus for Joe's organization is on uncovering and closing customer upgrades and adds on business to the benefit of Mentor.

Joe has 17 years' experience in selling software, support and training with a focus on customer satisfaction and revenue growth. Previous to joining Mentor, Joe worked at IBM in the Global Services division.

John Andrews is NTT Ltd’s Global SVP of Service Development. NTT Ltd specializes in information technology services including enterprise networking, security, collaboration and data centers with operations on every continent. In his current role, John leads the global services offer design and development function, with service offer lines spanning Support, Proactive Support and Managed Services. A particular passion of John's is the quest to expedite new service offers to market, rapidly and predictably, delivering client and commercial value and benefit. John is based in Singapore and has spent the last 20 years with Service Providers and Service Integrators such as Vodafone, Cable & Wireless and City of London Telecom (COLT).

Adam Hedstrom is the Vice President of Renewal Sales and Strategy at PTC. PTC is an industry leader in Industrial IoT, AR, CAD, and PLM software. Adam leads the worldwide Subscription and Support Renewal Sales Teams who are responsible for $900M+ in ARR across 20,000+ customers.

He brings a heavy focus on strategy and process to increase long term retention of customers, leaving behind the perpetual support practices of the past and transforming his team’s engagement to successfully achieve best in class subscription retention.

Prior to Joining PTC in 2017, Adam has worked with many software and technology companies to drive business transformation in areas of Renewals, Professional Services, Order/License Management, and FP&A. He is from Atlanta, Georgia and is a Ramblin’ Wreck from Georgia Tech.

Jens Bernotat is Global Vice President Support Portfolio at SAP. He is responsible for strategic and operational Portfolio Management for all of SAP’s Support offerings, including offering portfolio and scoping, pricing and commercials, and Go-To-Market/Marketing. In this role Bernotat utilizes market best practices and drives global processes to ensure maximum customer success and satisfaction driven by the value from the world-class SAP support offerings.

Prior to his current role, Bernotat was Vice President in SAPs Corporate Strategy Group. Here, he drove critical strategic projects for SAP to enable profitable growth through new SW product, Support and Service programs.

Bernotat joined SAP in 2007, formerly being Head of IT Consulting MidWest Germany with CapGemini sd&m. Prior to that, he was an Associate Principal with McKinsey & Company, where he specialized in IT Strategy and Management as well as Professional Services and Outsourcing for both users and providers of IT.

Bernotat holds two master degrees, in business management and in computer sciences, from Technical University of Berlin, Germany.

Tom DeCoster is vice president of integrated services sales for CDW. DeCoster is responsible for developing and enabling the go-to-market strategy for services across both the corporate and public businesses. In addition, he will lead and ensure growth of new initiatives, executive sponsorships, pilots and change initiatives, and liaise directly with sales segments across corporate and public sales.

Prior to assuming his current role in January 2019, DeCoster led CDW’s services organization as the vice president of service solutions. In this role, DeCoster and his team of 1,200 delivered and managed integrated technology solutions for customers across the United States and Canada. DeCoster joined CDW in 2006 as senior director of professional services. Prior to joining CDW, DeCoster was senior director of professional services at Berbee Information Networks, an IT solutions provider.

DeCoster earned a bachelor’s degree in business from Indiana University and a master’s degree in engineering from the University of Colorado.

Hope is the vice president for Business Operations, Americas Sales. She has oversight for Americas Marketing, Business Analytics, Go-to-Market Strategy, Strategic Programs and Communications. In her role, Hope guides strategy and development among these functions to support sales in the company’s most successful geographic region.

Having joined Citrix in 2000, Hope has held a number of multiple positions in leadership during her tenure. These include the roles of VP, Support Programs & Product Supportability; Managing Director, Red Accounts & Product Quality; Group Director, Order to Cash; and, Sr. Director of Order Services as well as Regional Manager and Consultant roles. Previously, Hope was a consultant at Innovex Group, an e-business consulting services organization acquired by Citrix in 2000.

Hope is a graduate of the University of Florida – College of Business.

Steve is an accomplished Sales and Services leader who currently serves as Executive Vice President and Chief Revenue Officer for Hexagon PPM where he has global responsibility for global sales, sales strategy, management, operations, and enablement, global services, customer success management, strategic go-to-market growth initiatives and strategic account management. He is also chartered with defining and evolving Hexagon PPM’s sales and services transformation roadmap to enable double digit annual revenue growth through entry into new markets, sales of new products, and an evolved customer engagement model.

Prior to Hexagon, Steve spent 17 years at Hewlett Packard Enterprise (HPE) in various roles including WW Vice President of Sales for HPE’s $8B Technology Services business where he previously led the overall business transformation Program. In addition to his sales leadership roles, Steve has extensive P&L and general management experience, including leading HPE’s $2B North America PointNext Services business and serving as Vice President and General Manager within HPE’s Global Accounts organization.

Before HPE, Steve spent 12 years with Accenture helping companies across numerous industries improve their business and operations through the work he sold and led as an executive in Accenture’s multi-disciplinary business and technology consulting practice.

Steve has a BBA in Management Science and Systems Analysis from The University of Texas, Arlington and an MBA in Finance from Southern Methodist University. Steve is located in Houston, Texas. He is married with four children, and is an avid fitness and outdoor enthusiast.

Arnaud Allouche leads Hitachi Vantara’s Global Services Operations strategy. His charter is to be a catalyst for Hitachi Vantara to enable business growth and establish best in class Services Operations, through processes re-engineering, globalization and technology to deliver solid outcomes and positively impact the business. His focus is on enabling the growth of the Digital Business of the company through continuous innovations.

Arnaud has over 22 years of expertise in IT services business management and enterprise sales. He has proven leadership in developing innovative and forward-thinking strategies, driving successful execution of those strategies, and optimizing change and performance management.

Prior to joining Hitachi Vantara, he held several field leadership positions in EMEA at EMC² and HP. Allouche earned his master’s degree in Finance from Dauphine University in Paris, France. 

Craig Routledge is the Global sales leader of the HPE GreenLake businesses for the HPE Worldwide Sales Excellence organization, one of the largest global and fastest growing business segments of Hewlett Packard Enterprise.

Craig works extensively with other HPE business units to create comprehensive solutions for customers using all HPE technologies and services. Before assuming this role, Craig was the EMEA leader of New Business Sales for HPE Pointnext Support.

Prior to joining HPE, Craig gained extensive experience in sales and general management in the technology services industries with Computacenter, Dell & EMC. Craig attended Henley Management College & Harvard Business School.

Devin Swindall is the vice president of Sales and Customer Success at IMPLAN. IMPLAN is the world leader in providing data and software for the input/output economic impact analysis community. In this role, Devin leads and oversees the Business Development, Sales, and Customer Success departments to achieve new and recurring revenue goals, develop vertical growth strategies, and expand client services.

Devin’s extensive work history as director of sales at IMPLAN, academic account executive at IMPLAN, project manager at the Gaston County Economic Development Corporation, and five years as a research associate for Clemson University (where he received his Master’s in Applied Economics), makes him perfectly suited to lead his team at IMPLAN to success.

Devin lives in Charlotte, North Carolina with his wife and two children.

Jesse White is President of Intact Technology, the first Outcome Service Provider (OSP) company in the IT Operations Management space. Intact serves the US Federal Government and Fortune 1000 companies worldwide.

Under Jesse’s 10 year stewardship Intact has experienced 1000% growth and was named one of INC’s 5000 Fastest Growing Organizations three years in a row. Intact was also named a Top Workplace by Washington Post three years in a row including 2018.

Jesse has been published in IT publications and has a growing following as a speaker at IT conferences across the US.

With a relentlessly curious and open mind, and a resolve to disrupt the status quo, Jesse and his team at Intact provide seamless, transparent, evolution-ready solutions that create ever increasing success for their customers.

Xavier Fustagueras, originally from Barcelona, recently moved to the US from a 8-year experience in Switzerland in NAGRA HQ. He is responsible for the Sales Support team at NAGRA, including bid management, indirect channel sales, partnerships and sales operations.

Xavier has 20 years of experience in the broadcast and PayTV industry. During his 11 years at NAGRA he has held positions of business development, global account management, country general management and sales support.

Prior to NAGRA, he held positions in engineering, program management and international sales with broadcast companies.

Among other studies, Xavier is a Telecom Engineer by the Polytechnical University of Catalonia and Executive MBA at ESADE Business School

Matthew Rudolph brings to TeleTracking over 25 years of experience in solution development, delivery, and managing customer relationships. Most recently, Matt served as the Vice President of Big Data, Analytics, and Cognitive Solutions for IBM Global Business Solutions. He also spent 17 years as a Partner and Vice President in various practice management and solution portfolio leadership positions, including over 10 years exclusively dedicated to the medical device industry.

Matt led many first-of-a-kind solution developments and deployments during his tenure at IBM. Prior to joining IBM, Mr. Rudolph held positions with Accenture and Johnson Outdoors, where he led and managed global system deployments across a number of functional areas.

Matt holds an Industrial and Systems Engineering degree from the University of Wisconsin at Madison, and he recently completed a 5-year term on the Engineering School Advisory committee.

Lloyd Howlett is the vice president of support and customer operations at Corptax. He has over 30 years of experience providing services to technology customers and has held executive management positions in professional services and customer services. At Corptax, he is responsible for driving customer success in the use and adoption of the Corptax application. In his role, Lloyd manages the client support, content management, education services and product implementation teams. Under his leadership, the client support organization has been transformed to focus on exceptional proactive client service as well as continuously improving the overall customer experience. Corptax achieved the Technology Services Industry Association's Certified Support Staffing Excellence Center Awards in 2009-2015, along with Excellence in Support Services in 2011 for small to mid-sized companies.

Prior to Corptax, Lloyd served as vice president of operations an ERP software solution provider in the insurance industry. He is a member of the AICPA and Texas Society of CPAs. He is also a member of the Institute of Management Accountants. He holds a B.S. in Accounting from the University of Kentucky. Lloyd became a CPA in 1983 and a CMA in 1991.

Kimberly May, vice president of support services at Flexera, has excelled at transforming customer issues into customer satisfaction for more than 20 years. This experience has given her valuable insights into what customers want from their relationship with support services. Before joining Flexera, Kimberly held leadership positions in support at IBM and SPSS, where her efforts resulted in a 40 point improvement in customer satisfaction within one year and digital transformation through the introduction of a community, support chat and forums into the support discipline. Kimberly has shared her perspective on support topics at major conferences, including TSIA. As a support leader, her emphasis spans customer experience, swarming and applying data science to improve the support experience for both her team and customers. Kimberly holds a master's degree in experimental psychology and enjoys gardening, family and hanging out with her black Lab.

Ansa Sekharan is executive vice president of Informatica's Global Customer Support and Informatica University, where he is responsible for establishing Informatica as a trusted partner for customers worldwide by ensuring their success with Informatica's products. Additionally Ansa leads Informatica’s Education Services division, with a focus on role-based training programs to ensure organization gets the most out of investment in Informatica products.

Ansa was an early employee at Informatica starting in 1996. During his tenure, Informatica has received prestigious industry awards recognizing its support services, including being ranked number one in customer loyalty in the data integration enterprise software sector for ten years in a row. Prior to joining Informatica, Ansa was a veteran of Sybase, where he held numerous customer services roles.

He graduated with honors from the University of Tulsa, where he earned a Master's degree in Computer Science. He also holds a Bachelor of Science degree in Computer Science from The National Institute of Technology, India.

Coming soon

Julie Baxter-Rudd has served as the Vice President of EMEA Technical Support at OpenText since February 2019. Responsible for 300 analysts over a large portfolio of products through SaaS, Business Networks and Off Cloud services. With over 20 years’ experience in the Support field leading large global support teams helping drive global transformational projects targeting customer experience through customer journey mapping, technology enablement, leadership development and team enablement. In recent years Julie has spent time developing Employee Experience programs using Employee Journey mapping and understanding the changing demographics in Tech Staff as the millennials move further up the leadership chain and in a very aggressive talent market.

Julie is passionate about the next generation and STEM education, has built successful intern programs, sits on a board for a federation of schools in her local area, and gets involved in workplace programs that influence the next generation to consider a career in Tech. Inclusion and Diversity is also an area Julie cares deeply about, spending time and effort building and running works-based programs especially in the I&D area of Gender

Julie also sings in a choir and tolerates the gym to stay fit, lives near London in the UK with her husband Barny and her 2 sons, Harry and George. 

Steve Blaz is vice president of global customer support for Palo Alto Networks. Steve has global responsibility overseeing the technical support delivery organization, scaling the organization, and ensuring customer success and positive outcomes with their enterprise security platform and products.

Steve has over 25 years of senior management level experience with a sweet spot in service, support, service supply chain, and customer success. He has helped build several of the best in class and most respected Service and Support organizations in high tech, including Cisco, Juniper Networks, and NetApp. His roles have ranged from support strategy to delivery.

Steve was also president and CEO of Steve Blaz and Associates, a service transformation firm. His company focused on providing high level strategic consulting and operational expertise to service, support, and operations executives.

He believes in a "Customer In" approach in everything he does. Customer success is the key to growth and the driving force that keeps teams interested, motivated, and empowered.

Mohammed joined SAP in the summer of 2017 as Global Head of Product Support. He is an experienced services executive, with more than 30 years’ background leading enterprise support organizations. His background includes the leadership of various enterprise support organizations at Oracle, as well as the successful transformation of support from on-premise to cloud at Skillsoft, where he led the customer support, as well as the cloud, operations organizations. Mohammed is a progressive thought-leader with an accomplishment record of providing effective multi-faceted, innovative support to global enterprise customers.

In his current role, Mohammed is leading the way in a transformational era of change and growth to deliver the Next-Generation Support for the digital enterprise with an award-winning support experience that Delights Customers. Always. He is responsible for leading and providing overall direction for Product Support ensuring customer and employee success while successfully executing on the overall SAP strategy. He lives the SAP leadership principles while providing ongoing coaching to the Product Support leadership team as a high performing team.

Shaun Mammen is vice president of Global Customer Support for Siemens PLM, and vice president and general manager of Global Support and Services for Mentor, a Siemens Business. In these roles he and his team are responsible for strategy and operations driving innovation and redefining the tools, processes and investments to deliver the industry's most complete customer support services. His responsibilities also extend to Mentor's Consulting, Training and Continuing Engineering business units with a focus on top line revenue growth, New Service Introductions and helping customers achieve their business priorities through services-led outcomes.

Mammen has been with Mentor since 2004 working in a variety of senior roles across the company. Prior to his current roles he served as the company's Director of Financial Planning and Analysis in the corporate finance group. In that capacity he worked in partnership with executive management team to construct the annual operating plan, forecast the company's P&L and drive strategic planning. Prior to that, Mammen was a Senior Market Intelligence Manager in the company's Corporate Marketing organization. He took on his new portfolio with Siemens PLM in 2017 when Siemens completed their acquisition of Mentor Graphics Corporation.

Mammen earned a BA from Pepperdine University, an MSc in Management in Science and Technology from Oregon Health and Sciences University and an MSc in Finance from Portland State University.

Mark Henoch serves as Vice President and Head of Global Customer Support of SimCorp. In this role, Mark is responsible for the design, development and delivery of worldwide 24*7 SimCorp Support Services. He and his departments are using a follow-the-sun approach with 3 regional centers in APAC, NA and EMEA. They have continuous focus on modernizing the support delivery from a process and tooling perspective.

Prior to this role, Mark lead, as part of the senior leadership team, the transformation of the product development division from waterfall processes towards agile methodology and mindset. He works in SimCorp since 2003 and started his work as a support consultant himself for 4 years.

Mark holds a Ph.D. in Experimental Physics and an additional Master’s degree in Economics. Together with his wife Nina and two teenage children, Nick and Ricarda, he lives near Bad Homburg in Germany.

Alexander Mundorff is Vice President of global support at Tricentis. He has acquired over 15 years of enterprise-wide customer service experience. In his current role, Alexander is responsible for various departments within Tricentis that deal with customer needs and concerns, while ensuring customer growth and success at the same time.

A broad range of Customer Service awards, certifications and industry recognitions proof Alexander's Customer Service understanding as well as his perception of people- and thought-leadership.

Prior to this, and in addition to serving as test manager for different Tricentis customers, Alexander has contributed his considerable experience in managing software testing projects to numerous Tricentis customer projects. Before joining Tricentis, he was working in support and testing at Alcatel.

Alexander lives in Vienna, Austria with his wife Claudia and his two children Sophie and Valentin.

Charles Braud leads the Central Service organization of Alcatel-Lucent Enterprise. Responsible for the Service Offer and Global functions covering Support contracts & renewal, Professional Services, Manage Services, Education. He also leads the Service transformation required by Digital Transformation and migration to the cloud.

Charles has many years of service with Alcatel-Lucent having worked for the company in two long stints. From 1981 to 1991, he worked in various marketing and managerial positions in Alcatel Data Systems France. Since 2000, he has worked in the Enterprise Business Group holding strategic sales-related positions like vice president for France and AMEA, vice president sales operations and channels management, then vice president of the Office Solutions Group and most recently as vice president in charge of Partner Management and service offer.

Between his two terms at Alcatel-Lucent, Charles held top managerial positions in the enterprise networking division at Nortel Networks Europe, and served as managing director of the French subsidiary of Top Log International, a software distribution and service company.

Charles Braud holds a Master's degree in Engineering Management from Stanford University in California and is a graduated engineer from Ecole Centrale de Paris.

Nick is Vice President of the Global and Strategic Partner Organization at Cisco. He leads a global team focused on driving engagements with global systems integrators, consulting, cloud, data center/converged infrastructure, enterprise software, and Industry/vertical IOT partners. These partners execute in multiple geos and are strategic contributors in the execution of Cisco sales and technology architectures, customer experience and solution priorities. 

Nick plays a pivotal role driving Cisco’s overall partnering strategy by helping incubate new partnerships and GTM initiatives for growth markets as a member of the Global Partner Organization Senior Leadership Team.

A 14-year Cisco veteran, he previously led strategy, planning, programs and operations for the Americas Partner Organization, where his focus was on leading strategic planning, channel programs, organization design, contra investments, talent development and executive communications. He also led a Partner Consulting and Innovation team who advise partners how to optimize their business, integrate M&A, drive profitability and create new sources of revenue.

Prior Cisco roles included Senior Operations Director for the Global Partner Organization, lead for Strategic Technology partnerships and also he led the strategy and planning function for the global Cisco-IBM partnership.

Prior to Cisco, Nick was Executive Director of Managed Services at Avaya; VP of Business and Corporate Development at NextiraOne, a multi-billion-dollar global integrator; VP of Strategic Partners and service provider at Netigy a Cisco-funded security consulting and network services firm where he helped build the company from a start-up to 800+ consultants in 2 years; and held multiple sales leadership roles at SBC Datacom/AT&T.

Nick holds a bachelor’s degree in Chemistry and Business (with Honors) from Kingston University in London. He attended three Harvard Business School Executive residency programs for corporate finance, leadership and negotiations. He also attended UCLA’s Anderson School of Business Mergers and Acquisitions Executive Leaders program. 

Nick is a marathon runner, an avid basketball fan, and an active STEM coach for students in Southern California Universities. He’s been married for more than 20 years and has three teenage sons. He was born in South Africa, raised in the UK and currently resides in Los Angeles, California.

Erica Lambert is responsible for the services business through and with our Global Channel and Alliances Organizations. In this role she is focused on driving business growth through the sales and enablement of services. She reports to Bill Cherella, SR Vice President, Global Services Sales.

Most recently Erica served as the Global Sales Operation leader of Dell’s North America and Global Sales Operations organization. In this role Erica was responsible for enabling solution sales productivity, simplifying business processes, and driving exceptional customer experience. Prior to this role she held a number of leadership roles in Global Sales Operations and served as the Inside Sales Executive Director for Dell’s Small & Medium Business.

Erica joined Dell’s sales team in January, 1997 and has held numerous roles in her 22 year tenure including Sales Leadership roles in education and SMB, and Sales Operations roles within the Commercial Business.

Erica earned a bachelor’s degree from the University of Rhode Island in Kingston, RI. She currently serves on the TSIA Channel Board, InterFaith ERG Board and volunteers for Austin Christian Fellowship and the Vandegrift lacrosse organization in the Austin area. Erica lives in Austin, Texas with her husband and two sons.

As the Vice President of Global Channel Sales, Lisa is responsible for building and leading a channel-centric go-to-market strategy to drive global revenue growth of F5 solutions and establish the company as a leader in multi-cloud application services. Lisa Citron has a long history with F5, joining the company more than 8 years ago. Prior to her current role she served as VP of North America Channels, responsible for all regional commercial and public sector channel business. She’s also held the role of Sr. Director of Cloud and Channel Sales where she helped to drive transformational change in development of the company’s public cloud go-to-market motions. Prior to F5, Lisa was Vice President, Worldwide Channels and Alliances at BlueCat Networks and Director of Global Channels and Alliances at netForensics. Lisa also held senior channel sales and marketing roles with Global Knowledge and McAfee over her 20+ year career in the channel.

Ron is the Global Director for Managed Services for Hewlett Packard Enterprise. Managed Services is a key element of HPE’s overall GreenLake offering and as the Global Director, Ron is responsible for all product development, strategy and messaging. Ron has been with HPE for 17 years and prior to Managed Services, Ron led the Networking Services practice at the Canadian, Americas, and ultimately Global level.

Prior to joining HPE, Ron spent several years in the Canadian Communications, Media and Entertainment industry. During a four-year tenure at Rogers Communications, he was the National Vice President of Sales for the wireless division, as well as National Vice President of Sales for the Cable and Telecom division. Prior to Rogers Communications, Ron was with Bell Mobility for 6 years in sales and marketing roles, including leading channel development and planning.

Ron graduated from the University of Western Ontario and lives in the Toronto area with his wife and 5 children.

Paul Reid is the Director of WW Channel Services GTM. He is responsible for the development and execution HP’s worldwide channel strategy related to Personal System Services.

Prior to his current role, he was the Senior Director of the Personal Systems Services and Solutions Sales Organization. In this role, Paul is responsible for driving profitable growth for PC lifecycle services, plus continued growth of HP’s Device as a Service (DaaS) offerings. 

Paul was also the Account General Manager for five of the largest and most strategic HP accounts headquartered in the United States. Paul had Global account leadership responsibilities which includes strategic planning and execution, executive engagement and resource management.

 Prior to his AGM role, Paul was the Senior Director of Sales for Specialty products (Workstations, Thin Clients, Mobility, Managed Print and PC Services) for the U.S. commercial channel and the Senior Director for the Specialty Category Business Unit (webOS, Workstations, Thin Clients and Retail Point of Sales) where he had full P&L responsibility and managed the day to day operations of these three margin critical businesses.

Paul has over 31 Years of experience in the high-tech industry and has worked for Digital Equipment Corp., Compaq Computers and Hewlett-Packard. He has held various leadership positions within Engineering, Marketing and Operations. He has an undergraduate degree in Electrical Engineering Technology from South Carolina State University and a Masters of Science degree in Engineering Management from Western New England University. He currently resides in Atlanta, GA with his wife and two daughters where he also serves on the board of a non-profit (cornersoutreach.org) that provides homework assistance to underprivileged children.

As corporate vice president for the One Commercial Partner business, Gavriella Schuster leads the Microsoft partner business strategy, across all commercial partners. Her organization is responsible for managing the partners as well as leading initiatives and programs globally that enable partners to build IP, services and profitable businesses, and deliver solutions that empower customers to digitally transform their companies and realize greater business value through the use of technology. Gavriella has extensive experience in sales, marketing, product management, and partner development with a strong track record of managing customers, partners, and teams. She has worked across multiple parts of Microsoft’s business from managing sales and marketing teams across the Server and Cloud business, the Windows Client Commercial business, Enterprise Services, licensing, business development, training initiatives, segment marketing, and global operations.

As RVP of Americas Channels, Rob is on a mission to optimize the channel organization, partner program, and partner ecosystem for OutSystems’ PaaS business.

Rob’s experience as a global IT channel professional spans over 20 years, driving channel growth for startups to billion $ software companies including OutSystems, SAS Institute, Carbonite, BMC Software, and Arrow ECS. He enjoys sharing his passion for the channel as the host of the Channel Journeys podcast.

Rob started his career as a Petroleum Engineer working on offshore oil rigs in the Gulf of Mexico. After earning his MBA, he fed his appetite for international business by studying, living and working in Europe and Latin America.

Scott is an experienced global leader with a proven track record of building and running effective vendor management and partner management organizations over his 20+ year career in technology. Currently, he is the Directory of Partner Services at Palo Alto Networks where he is responsible for the strategy, evolution, and operations of Palo Alto Networks existing post-sales Authorized Support Center (ASC) Partner service program. in addition to leading the Staff Augmentation/Support Delivery Partners (SDP). Prior to Palo Alto Networks, he held similar positions at several high tech companies including NetApp and McAfee.

Scott lives in the Dallas area and enjoys spending time with his family, traveling, and hunting and fishing.

Bridget Bisnette is Senior Vice President of Global Partner Sales for Riverbed. She is responsible for Global Partner Strategy and synchronizing Riverbed's efforts across all routes to market and geographies. Her 2019 scope expanded to include Systems Integrators, Desktop Outsourcers and Digital Service providers who are leading our next generation partner evolution, delivering cloud and managed services for Digital Experience Management and Cloud Networking. Her scope includes all levers of value when partnering with Riverbed including incentives, ease of doing business initiatives, partner digital experience and enablement programs for building sales and customer success capabilities.

Prior to Riverbed, Bisnette held various senior leadership positions in channels, sales, and marketing during her 20 years at Cisco Systems. Other roles include positions with Global Channel Programs, Global Commercial Sales and Global Product and Solutions Partner Marketing. She has 31 years of experience, combining a trifecta across sales, marketing and channels, making Bisnette a unique talent who can traverse organizational boundaries easily. She has experience working for IT manufacturers supporting business in every continent around the world and has led distributed global workforces. She has direct management responsibility for businesses that range in size from $250M to $4.3B.

Jesper Cordes serves as Vice President of Customer Experience for SimCorp’s North American region. He is focused on delivering value to SimCorp’s existing client base and driving engagement with strategic stakeholders. As part of this, Jesper has been instrumental in defining and developing the company’s overall customer engagement model. Since joining SimCorp in 1998, Jesper has played an integral role in the Support and Operational Services business, and the development and growth of SimCorp’s presence in the North American market. Jesper holds a Master's degree in Mathematics & Economics from the University of Aarhus, Denmark.

As senior vice president of Design and Creation Products, Amy manages product strategy and execution for Autodesk’s 3D design and creation portfolio including the Autodesk Product Collections, AutoCAD family, Autodesk 3ds Max, Autodesk Inventor, Autodesk Revit, Autodesk Maya and more.

With more than 20 years of experience innovating software products across the architecture, engineering, and construction, manufacturing and media and entertainment industries, Amy inspires innovative strategy while driving large-scale agile software development around the globe. Amy combines her roots as a start-up co-founder with deep product management knowledge and large-scale product execution expertise to build high performing teams focused on delivering value to their customers.

Most recently, Amy Bunszel served as Autodesk vice president of Digital Engineering Products. In this role, she transformed the company’s best-selling AutoCAD product to a modern multi-platform offering that serves as the backbone of the company’s subscription business and led a global team in developing and delivering desktop, web and mobile apps that have been adopted by millions of design and engineering professionals worldwide. In her present role, she is building on her track record of modernizing beloved software across a Autodesk’s broad design and creation product portfolio.

Before joining Autodesk, Amy co-founded Linius Technologies in 1996. The company delivered wire harness design software to the manufacturing industry. Its technology was integrated with Autodesk’s Inventor 3D mechanical design software when Autodesk acquired the company in 2003.

Amy holds a B.S. in Electrical Engineering from Cornell University and an M.S. in Electrical Engineering from the University of Massachusetts, Amherst. Amy is a member of the President’s Council for Cornell Women, the Entrepreneurship Program at Cornell, and The Athena Alliance.

As the Vice President of Blackbaud’s Product Management organization, Meredith is accountable for guiding the strategic direction of Blackbaud’s portfolio, driving the execution of the overall portfolio and product roadmap. She’s a transformative leader who motivates a culture of accountability and innovation to deliver outcome-focused solutions. Meredith’s 16-year tenure at Blackbaud brings with it a great deal of background in business development, product management, product marketing, and operational excellence processes and technologies. Prior to her current role, Meredith led one of Blackbaud’s fundraising and digital portfolio representing more than $115 million in direct product revenue across 12 products that serve more than 10,000 customers. She has also held roles as Director of Product Management, Director of Client Success, Director of Education Services, and has managed sales, product marketing, and channel marketing teams.

Meredith has focused her passion for nonprofits and expertise in business development, strategic leadership, and operational excellence into career dedicated to giving back at Blackbaud and in her local community. She volunteers at and supports a variety of social good organizations including children’s organizations, cancer research organizations, the College of Charleston, the American Heart Association, and a collection of local museums and theatres. Meredith’s commitment to service and leadership includes serving as the Chair of a Charleston County School Improvement Committee, consulting small-business start-ups, and mentoring women who desire to expand their careers in Technology. Meredith lives in Charleston, SC—where Blackbaud is headquartered—with her husband of 13 years and two amazing daughters.

2019 Impact Statement

I’m honored to be a mother, wife, and 15-year technology executive who—while at work—is passionate about driving our organization’s competitive advantage forward by creating outcome-focused, cloud-ready solutions for our customers. I believe, effort is what ignites ability and turns it into accomplishment, and I love helping individuals and teams leverage their innate strengths and abilities to do great things as a part of our overarching vision. I believe in the following leadership principles – have integrity, be humble, be courageous, be kind, and collaborate – and I aspire to inspire others to achieve extraordinary things as their abilities expand…and their influence and impact soar!

Specialties

business strategy and development, product management, product marketing, client success, program management, and talent development. Including: market research and analysis, financial performance analysis, product life cycle governance, recurring subscription business creation, revenue retention, branding and communications, product positioning, pricing and packaging strategy, channel enablement, strategic sales management, efficiency and scalability procedures, methodology development and governance frameworks, project and program management, nonprofit fundraising, prospect research, and nonprofit software training

Kailem Anderson is Vice President of Product Line Management for Ciena’s Software and Services business. His responsibilities include global ownership of Ciena's portfolio strategy, vision and direction, development and the introduction of new disruptive offerings in the areas of Automations, Orchestration, Analytics, Software, SaaS and Global Services.

Well established in the networking industry for 20 years, Kailem has held various leadership positions at Cisco, IBM, and Microsoft, where he has been focused on introducing new technologies to market in the areas of Networking, Service Provider, Security, Data Centre, Automations and SaaS.

Prior to joining Ciena, he held overall Cisco Cloud & Managed Services Portfolio responsibility on a worldwide basis. Portfolio included Networking, Data Centre, Collaboration and SaaS / XaaS / IoT lines of business.  He had ownership for the overall Cloud & Managed Services direction, investment, vision and strategy including people, processes and the automations tools to deliver services.

Key skills include being able to quickly understand complex concepts, identify and solve problems, turning ideas into logical strategies, and implement systems that optimize productivity, and increase bottom line. 

He holds a bachelor’s degree in Engineering and an MBA from the University of New South Wales.

Jonathan Nikols joined HP in 2016 as Head of Device as a Service. In this role, Jonathan leads Direct and Indirect routes to market and is wholly accountable for HP DaaS in the commercial space. Jonathan joins HP from Polycom where he served as Global VP & GM, Sales, Managed and Professional Services. In this role, Jonathan was chartered with shifting Polycom from a transactional model to “Polycom as a Service”. Prior to Polycom, Jonathan led the Global Service Solutions Sales organization at NCR for Retail Division. Jonathan has held various management positions at HP, Avaya, and AT&T. In addition, he served on the Technology Services Industry Association (TSIA) Professional Services Advisory Board for several years and currently serves on TSIA's XaaS Product Management Advisory Board. Jonathan resides in Houston with his wife and their four children and enjoys mentoring youth through sports, traveling with his family and engaging in community service through various organizations.

Denise Stokowski is VP Product Management at Gainsight. She has over 25 years of experience working in software and Saas companies including Epiphany, Right90 and Marketo - most of her career in the customer success domain of implementation, training and customer support for software applications. She now uses that customer facing experience and passion for product to lead Product Management for the Gainsight Platform and recently the overall Security and Privacy programs at Gainsight.

Stephane Couture joined Intelerad in 2019 and brings over 20 years of experience in IT, 15 of which in healthcare IT. Stephane has held senior management positions at Nuance, MediSolution and more recently at TELUS Health and Payment Solutions where he led business operations, corporate development and marketing. Throughout his career, he has developed a recognized expertise in product management, marketing and mergers and acquisitions.

Stephane holds a B.Sc. (Athletic Therapy) from Concordia University, an M.Sc. (Exercise Physiology) from the University of Montreal and an MBA from the John Molson School of Business of Concordia University.

Mark Nordick is the Senior Vice President of Cloud at Blue Yonder. Mark’s organization is responsible for XaaS product management, strategy, and operations for Blue Yonder. Blue Yonder is the #1 supply chain software company providing supply chain management, manufacturing, retail planning, store operations, and collaborative category management solutions. Mark has over 20 years of experience in the technology services and XaaS product management space.

Prior to Blue Yonder Mark spent 19 years at IBM in global and regional leadership roles across sales, consulting, and offering management. Mark holds a B.A. in Business from the University of North Texas and resides in Dallas, TX with his wife Tess.

As Vice President of Product Management, Kris is responsible for leading the Product Management and User Experience (UX) Design functions to ensure that Kinaxis is building the right product innovations to meet customer, industry and market needs.

The Product Management team is responsible for collecting inputs from all internal and external channels; defining the priority, business requirements and value outcomes for features; and working closely with the Design and Development teams to deliver those capabilities to our users, field staff and partner ecosystem.

The User Experience (UX) Design team works side by side with the Product Management and Development teams to combine business requirements and technology into elegant, modern and intuitive user experiences. They bring to the table best practices and tools including Design Thinking, Rapid Prototyping, Visual Design, and Usability/Interaction Design principles to create the best possible experience for the user as they are using RapidResponse to deliver business value.

Kris joined Kinaxis in 1998 with the Professional Services organization as a consultant. He held various leadership roles including management of the Integration, Training, Project Management and Business Development groups over his 15 years in Professional Services, helping many customers drive value with their RapidResponse deployments. Putting to use his hands-on customer experiences, Kris established the Solution Development team at Kinaxis to build best-in-class business planning applications/products, which led him to his current role in Product Management.

Kris holds a Bachelor of Commerce in Operations Research from the University of Windsor.

Sashen Naidu joined NTT, Ltd. in 2009. NTT, Ltd. is a part of the NTT Global Operating Company with 45 000 employees worldwide and a presence in 57 countries across 5 continents, specialising in multi-vendor, cross-tower information technology services including security, networking, collaboration, data centre and cloud.

Sashen is currently NTT, Ltd.’s Group Vice President of Services Offer Management where he is responsible for defining, delivering and evolving the strategy, investment decisions, offer plans and roadmap of the Customer Experience and Digital Workplace Portfolios. One of the offers that Sashen is leading is Managed Collaboration Services (MCS) which is a platform delivered, centralised global managed service which offers a single managed service across a multi-vendor collaboration environment on any deployment model (on-prem, hosted, cloud, hybrid).

Sashen has over 22 years’ experience in IT and Communications with a strong focus on the convergence of voice and data to support digital transformation initiatives. He is a certified Scaled Agile (SAFe) Product Manager and Program Consultant using Lean, Agile and DevOps principles and practices tightly coupled with ITIL service disciplines as the foundation for introduction of new service offers to market.

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.

Marc Schröter is Senior Vice President of Product Management at SimCorp, and also a member of the company Group Management Committee.

Marc is responsible for Product Strategy, Vision and Direction for SimCorp Dimension, SimCorps market leading enterprise solution for Asset and Wealth Managers.

He has worked more than 20 years with software development, consulting and product management and has experience in using large-scale lean-agile development for delivering innovative solutions that enables clients to grow their business and reduce costs. Marc has worked most of his career within the Fintech industry, collaborating with both teams and clients, globally.

Marc holds a Master of Science in Engineering from University of Aalborg and a Bachelor in Finance from Copenhagen Business School

Nicholas Svensson is the EVP, Chief Development & Operations Officer of SMART Technologies. Since he joined SMART in 2009, Nicholas has led cross-functional teams consisting of engineers, technologists and scientists to develop and launch numerous SMART products. With a career in technology spanning over 20 years, Nicholas has gained valuable experience during his tenure at various companies, including leading telecom and space hardware providers. Nicholas holds a BSc in Applied Physics from the University of Waterloo and an MSc in System Design and Management from the Massachusetts Institute of Technology.

As Vice President Portfolio Management, Managed Infrastructure Services & Private Cloud within T-Systems International GmbH, Eleonore Betz is responsible for the success of the global Managed Infrastructure Services & Private Cloud Portfolio Management via guiding the strategic direction of the portfolio, delivering and operating Cloud and Classic Infrastructure Platforms, Managed Application Operations Services, Mainframe Platforms and Services and End User Services for more than 800 customers worldwide.

She has more than 20 years of experience working in the telecommunications, technology services and IT industry, most of her career in product management, portfolio management and innovation strategy leadership roles, leveraging her experience now to foster the implementation of a customer-success-focused portfolio management organization within the Managed Infrastructure Services & Private Cloud unit of T-Systems.

After graduating with a diploma in economics and political science from University of Cologne, Eleonore began her career as a management consultant in the telecommunications and media industry, mainly focusing on market entry strategies for technology manufacturers and service providers. Together with her husband and her son, Eleonore lives in Frankfurt, Germany.

Ken Suzuki serves as the vice president of services and support global marketing for Agilent Technologies, Inc., a leader in life sciences, diagnostics and applied chemical markets. With more than 50 years of insight and innovation, Agilent instruments, software, services, solutions, and people provide trusted answers to customers' most challenging questions.

In his role, Ken is responsible for Agilent’s instrument services business, which enables system uptime, performance, and adoption of analytical application workflows. His portfolio is also responsible for knowledge-based services, including scientific method development, customer training, and education.

Ken has been with Agilent for 21 years, helping to transform the services business to its current growth of over $1B in revenue per year. He has led the strategic deployment of the Agilent CrossLab brand and is currently focused on the development of next-generation, IoT-based services and service models to further enable customer success.

Ken has over 25 years of experience in the life sciences and applied chemical markets in marketing, finance and R&D roles including tenure at Takeda Pharmaceuticals in Tokyo, Japan. Ken holds a B.S. in Biological Engineering from Cornell University and an MBA from the Haas School of Business, UC Berkeley.

William H. Snyder serves as the director of professional services for Bayer Radiology, which is part of Bayer's Pharmaceuticals Division. In his role, he leads an organization that is accountable for delivering implementation, clinical, customer success, and support services across the organization's informatics customer base in the United States. He has in excess of 25 years of experience, with a significant time spent in both finance and commercial roles. William's former employers include Deloitte as well as the Pittsburgh Penguins. He earned his Bachelor's degree in Accounting from Westminster College, in Pennsylvania, and his MBA from the University of Pittsburgh.

Bayer, which employs over 100,000 employees, is a Life Science company with a more than 150-year history and core competencies in the areas of healthcare and agriculture.

Rick Gary serves as the executive director of support for McKesson Diagnostic Imaging. In this role, he oversees the global support P&L, strategy, and operations for radiology and cardiology products including PACS, RIS, VNA, hemodynamic, and cardiovascular information systems. 

Prior to joining McKesson, Gary was at Carestream Health. His last position at Carestream was director, worldwide business operations, where he was responsible for implementing a global CRM, quoting, and compensation system in addition to managing the digital medical imaging forecasting process. Prior to that, he was VP of customer care (Divisional) for the Americas region in the Healthcare Information Solutions business where he was responsible for all customer care operations and providing oversight to global remote support initiatives.

Prior to Carestream Health, Gary was with Eastman Kodak for 27 years where he held various support management positions including support engineering, worldwide product management, and operations supporting copiers, consumer products, photo kiosks, and health care IT. 

Gary holds a Bachelor’s degree in Biology from St. John Fisher College and an MBA from Rochester Institute of Technology.

Paul Bergström serves as the executive vice president of global service for Elekta and is part of the executive management team. The service portfolio in Elekta covers field service, customer support and support centers, education and training, as well as the predictive and remote support. The accountabilities include leading the global organization to be in the forefront of customer experience, both in operational aspects as well as driving sales and revenue.

Prior to joining Elekta, Bergström was the general manager for the telecom solutions provider Ericsson in Hong Kong. His resumé spans from positions in Americas, Europe & Middle East, and Asia. Before leaving for Hong Kong, Paul was vice president of strategy and marketing for Ericsson’s Global Services organization, with the key focus on driving change.

Elekta is a leading innovator of equipment and software used to improve, prolong and save the lives of people with cancer and brain disorders. The advanced, effective solutions are created in collaboration with customers, and more than 6,000 hospitals worldwide rely on Elekta technology. The treatment solutions and oncology informatics portfolios are designed to enhance the delivery of radiation therapy, radiosurgery and brachytherapy, and to drive cost efficiency in clinical workflows. Elekta employs 3,700 people around the world. Headquartered in Stockholm, Sweden, Elekta is listed on NASDAQ Stockholm.

John Liebig joined Hologic in February 2018 as Vice President, Field Services and Technical Support, Breast and Skeletal Health Solutions with over 25 years of senior leadership experience in the medical device and biotechnology industry serving clinical markets.

Prior to joining Hologic, John was the Vice President of Customer Solutions at Illumina, a genomics company based out of San Diego, CA, where he successfully led major strategic initiatives aimed at clinical transformation, service growth, and improvements to the customer experience.

John has also served as the Vice President of Field Service and Technical Support at Accuray, a radiation oncology company located in Sunnyvale CA. While at Accuray, John implemented global strategic initiatives resulting in “Industry Best” customer loyalty scores and driving a significant growth to the service business.

He has over 20 years of experience in Silicon Valley leading innovative new product development, quality and marketing teams at Philips and ADAC Laboratories where he earned 7 patents. He has a B.S. in Business Administration and an A.S. in Nuclear Medicine Technology.

Colin joined Intuitive in 1999. During his tenure with the company he has built the Service organization from the ground up to an install base of over 3,500 systems across all seven continents, providing full service support in 62 countries and grew revenue to over $400 million. Through that transition, various departments were created to help drive globalization and customer excellence. In addition, Colin recently took over the Manufacturing organization in Sunnyvale, CA and Mexicali, Mexico. He leads the internal and customer facing Operations group by effectively planning and executing required business infrastructure while building a world class team of professionals.

Prior to joining Intuitive Surgical, Colin spent over 13 years at Acuson and held various management positions in Field and Customer Service. He was instrumental in the launching of the first remote access service model for Acuson, and helped develop and implement the Picture Archive and Communications System (PACS) division.

Colin completed the Executive Advanced Management Program at Harvard Business School in the spring of 2013 and also holds a degree from DeVry Institute of Technology

Professional experience

• 22+ years of Service experience in various Service related roles
• Leading operational and strategically working teams, nationally/regionally/globally
• Transformation of Service into P&L unit

Current position:

Vice President, Head of Service Excellence, QIAGEN GmbH (11/2016 –today)

• Setting up and leading Service organization as P&L unit
• Responsible for annual Service Sales volume > 60M $
• Development and implementation of global customer service strategy (office and field-based support)
• Development, implementation and maintenance of Service business processes and respective IT systems (phone, service management system, CRM, digital support channels, customer satisfaction surveying)

Education

• Post-doctoral fellow at RIKEN Institute, Tokyo (Japan) and Max Planck Institute for Plant Breeding, Cologne 5/1995 – 3/1996
• PhD studies at Max Planck Institute for Plant Breeding (MPIZ), Cologne, 1/1992 – 3/1995
• Diploma Studies, Biology, University of Cologne, 10/1985 – 10/1991
• School education, 1971-1984

Jeff Cochran is Vice President Sales Enablement with Swisslog Healthcare, NA. Swisslog Healthcare delivers material transport, medication management and supply chain management solutions that increase efficiency and enhance the patient experience in forward-thinking health systems. In this role he is responsible for leading teams including professional consulting services & support, system tools and applications, and internal/external customer training/demos.

Previously, Jeff has lead sales teams in specialty pharmaceuticals, medical device, medical equipment, and software applications since 1997 at Bausch & Lomb, McKesson Automation, and has been involved with three healthcare technology venture capital funded companies involving RTLS/RFID and asset tracking solutions.

Jeff has a B.B.A in Marketing/Management from Wichita State University, is Lean Six Sigma trained at Villanova University, and is a Certified Medical Representative.

Mark Munson is director of implementation with TeleTracking Technologies, Inc., a provider of hospital enterprise operations management software. In this role, he is responsible for leading global professional services around core applications, including enterprise implementations, integrations, and driving outcomes for customers. In addition, Mark is responsible for delivery of business analytics solutions to TeleTracking customers.

Previously, Mark was vice president of customer satisfaction at Acusis, an international medical transcription software and service provider, responsible for customer success management, customer service, and technical support. Before entering the healthcare industry, he served in a variety of roles in an e-commerce startup incubated by Fisher Scientific.

Mark has a B.S. in Materials Engineering from Virginia Tech.

David Bisciotti serves as the vice president of customer service for Varian medical Systems. David joined the company in 2006. In his current role, he has responsibility for the overseeing customer all of the service activities worldwide.

Varian Medical Systems, Inc., headquartered globally in Palo Alto, California, is the world's leading manufacturer of medical devices and software for treating cancer and other medical conditions with radiotherapy, radiosurgery, proton therapy, and brachytherapy. The company supplies informatics software for managing comprehensive cancer clinics, radiotherapy centers and medical oncology practices. Varian is a premier supplier of tubes and digital detectors for X-ray imaging in medical, scientific, and industrial applications and also supplies X-ray imaging products for cargo screening and industrial inspection.

David has 25 years of experience in the medical device industry. Prior to that, David worked for the FAA and is a veteran of the US Air Force. He earned a B.S. from New York Institute of Technology and a M.S. in Management from NYU/Polytechnic University, New York.

Neal Hatton is employed by AVEVA Group plc. as the director of global customer support. He works in the software business and is responsible for the fulfillment of software support and services for the major brands Avantis, SimSci, and Wonderware. Customers served are frequently using the company's software in complex, mission-critical applications such as critical infrastructure, oil & gas, mining, food & beverage, water treatment, and more. He possesses an MBA with a focus on technology management. He has more than 20 years of experience in the industrial automation and software domains. He currently resides in Corona, California with his wife and daughters.

Carsten Späthe heads the strategic development of services and solutions for the privately held Endress+Hauser Group since 2011. Through his role, he is responsible for the strategy and portfolio development of these business segments applicable in over forty countries.

Prior to his current position at Endress+Hauser he has worked for fourteen years in the automation and drives business in senior management roles for the privately held SEW-Eurodrive Group. With a focus in sales and marketing, he managed European markets and was responsible for major global accounts. As part of his career, Carsten developed and successfully implemented a global added value services portfolio. From a prior international employment in the power industry he has expertise knowledge on maintenance methodologies and optimization.

He holds an engineering degree in industrial and business engineering from the Karlsruhe University of Applied Sciences, Germany and an International Management diploma of the Sankt Gallen Management Institute, Switzerland.

Eric Markwardt is the vice president of service for FOSS North America. FOSS develops rapid, reliable, and dedicated analytical solutions for routine testing to allow for fast decisions on how to maximize value of production of agricultural food products. In his role, Eric is responsible for all service offerings in the United States and Canada as well as oversight of the regional call center, process team, and applications group. As a VP within FOSS, Eric participates in coordinating services with other subsidiaries to provide a unified service experience for global key accounts within the food and agricultural industries.

Eric joined FOSS in 2007 and became part of the management team in 2010. Prior to this position, he served in both the private and public sector in roles with Siemens Government Services, Department of Homeland Security, and the US Navy. Eric is able to draw upon his extensive knowledge of electromechanical systems and their application in various analytical instruments to support FOSS' customers.

Eric has a passion for customer service and is the co-recipient of the 2016 FOSS Senior Manager's Customer Award for outstanding performance in customer satisfaction and interaction. He possesses a B.S. in Business Management and resides in Farmington, Minnesota with his wife, son, and daughter.

Mark Bernardo has over 25 years of experience in solution design, product development, and marketing for software offerings within the industrial space. As a general manager at GE intelligent platforms, he is responsible for leading the global services business with a focus on making the Industrial Internet real for both manufacturing and infrastructure customers.

Mark joined Intellution in 1988 as one of the first employees and became part of GE in 2002. Prior to this position he served in a number of roles with GE Intelligent Platforms including leading our Customer Support organization, engineer leader for HMI/SCADA and Batch products, and quality assurance. As a result, he has worked with a large number of customers in a wide variety of vertical industries including food & beverage, consumer products, brewing, life sciences, power, water/waste water, metals, and pulp & paper.   

Before joining GE, Mark worked at other software companies doing product development and quality assurance including developing a test automation framework. 

Mark holds a BS in Computer Science from Central New England College in Worcester, MA. He currently lives in Massachusetts with his wife, son and two daughters.

John Page is senior vice president, Keysight, and president of the Services Solutions Group.

John, most recently vice president of Keysight's business finance organization, has 25 years of financial and corporate leadership, including CEO and founder of a cloud- based computing company as well as CFO and senior management roles at leading semiconductor and electronics firms.

John joined Hewlett-Packard in 1988 where he served in a variety of finance and operational positions. When Agilent Technologies was spun off from HP, he helped lead the creation and spinoff of Lumileds as its first CFO. He was also one of the founders and executive staff of Agilent's Imaging Electronics Division, which he helped lead from inception to over $1B in revenue.

John served as a member of the executive team at Nanosys from 2010-2014, where he was instrumental in the company's transition from a technology research powerhouse with over 800 patents into a growing commercial business in the electronics industry.

John holds an M.B.A. from the Simon School of Business at the University of Rochester, and a B.A. in economics from the University of Rochester.

Dan Lopez is senior director of marketing for KLA’s world-wide service business. KLA is a leader in process control solutions for the semiconductor industry.

In his current role, Dan leads a team responsible for creating service-related solutions for KLA’s broad product portfolio. His group works closely with product teams, service sales, operations, and technical support in pursuit of customers’ insatiable need for cost-effective product performance and availability. Dan has been with KLA for over 20 years and has held a variety of roles in both service and product teams.

Dan holds a BS in Electrical Engineering and an MS in Business, from Stanford University. He resides in the San Francisco Bay Area.

As vice president of global services, Paul Hofstadler leads the global organizations responsible for integration and hardware services surrounding NI’s broad product portfolio. He also manages the professional services teams that deliver methodology improvement, process development, customization, and turnkey solutions for our customers.

Hofstadler has extensive experience in services management including 19 years at Mentor Graphics, where he most recently served as vice president of worldwide consulting. He also has extensive experience in startup environments, serving in various executive roles such as channel development, product line management, field operations, and customer success. He is active in several industry consortia that focus on advancing professional services and customer success.

Hofstadler holds a bachelor’s degree in electrical engineering from The University of New Mexico and a master’s degree in electrical engineering from the University of Arizona.

Matthew Fordenwalt is the senior director of global business for connected services at Rockwell Automation. He is responsible for service offerings that support and enable the Connected Enterprise by leveraging domain expertise, intelligent devices and the internet of things.

He joined Rockwell Automation in 2005 as one of the first employees hired to help lead Rockwell’s own Connected Enterprise journey. Prior to joining Rockwell Automation, Matt worked at W.W. Grainger and Accenture leading business transformation programs across multiple vertical segments. He draws upon his broad industry, IT/OT technology and service experience to holistically address customer challenges.

Matt holds a BS in Learning and Organizational Change from Northwestern University in Evanston, IL and an MBA from Lake Forest. He currently lives in Ohio with his wife and two sons.

Kamal is the Vice President for Schlumberger Software Integrated Solutions (SIS). Based in Schlumberger headquarter in London, he is responsible for the services aspect of the business, central delivery hubs, the support organization, cloud operation and partnership. As the oil & gas industry is adopting digital technologies, Kamal and his team is deeply involved in the provision of transition services to SIS customers.

During his 26 years in the upstream oil and gas industry, he has worked in different Schlumberger product lines and assumed various roles, including field operation, technical management, sales and marketing, product development, human resources and regional business manager. Like most oilfield personnel that moves every few years, he has had assignment in Australia, Asia, Central Asia, Europe and USA throughout his career.

He holds a Bachelor of Science degree in Electrical Engineering, majoring in computer & system control from Indonesia. He also holds a Master of Business Administration degree from University of Western Australia.

Kyle has over 20 years of experience in Supply Chain, Engineering, Innovation, Quality and Customer Sucess. Having held roles in R&D Engineering and product development, as well as Continuous Improvement Director, Plant Manager, Cluster VP and VP of Supply Chain Industrial Strategy for Schneider Electric as part of the Global Supply Chain organization. He also served as the Chief of Staff to the Chief Supply Chain Officer at Schneider Electric and lead technical projects in the areas of Supply Chain Digitization, Data Analytics and Innovation. He currently is the North America leader for Customer Transformation focused on improving the experience of our Customers through digitization and advocacy. Kyle has a BS in Mechanical Engineering, a MBA and is a licensed professional engineer and considers himself a lifetime learner. He resides in Nashville, TN with his wife and two children.

Denning Saum is the Vice President of Global Automated Equipment at Sealed Air, where she leads the team responsible for commercial sales and service, portfolio management, and marketing strategy of automated equipment. Denning joined Sealed Air ten years ago as a member of the company’s corporate innovation team. She has spent the majority of her Sealed Air career focused on the development of strategic growth opportunities, including her time spent leading R&D for New Business Development, as Director of Strategic Marketing for New Ventures, and as Vice President of Digital & Innovation. Prior to joining SEE, Denning spent 10 years in strategy consulting and business development. She graduated from Sewanee and holds an MBA from University of South Carolina. She resides in Charlotte NC with her husband and two daughters. 

Cathy is Director of Services Marketing at Thermo Fisher Scientific, shaping commercial service strategy and leading the team tasked with portfolio management, market research, pricing, positioning, marketing communications, digital services, and development of service sales strategy.

Translating customer needs into revenue-producing strategies that accelerate corporate growth and customer satisfaction, Cathy has gained 20+ years of service expertise with Box One Leader, a financial training and leadership company, and Hahn Consulting, a services marketing and sales consulting firm. At Hahn, Cathy advanced quickly to Principal Consultant and delivered research, marketing, selling, and strategic planning services to various technology clients to drive awareness, preference, and demand in support of service strategies.

Cathy is a proud graduate of the University of Oregon’s Lindquist College of Business. She has served on the Board of Directors for Youth, Rights and Justice, Development Committee for Adelante Mujeres and also co-founded Eve’s Daughters, a non-profit for single moms and their children.

Randy Norton is the director of business unit operations for Tokyo Electron America. From the US headquarters in Austin, Randy manages an array of technical services groups including technical support, field applications support, technical training and documentation as well as the TEL US call center and remote services operations.

Randy has a long and distinguished career in the semiconductor industry that began 28 years ago at GaSonics International as a field service engineer working on their oxidation furnace product line. Shortly after joining TEL in 2001 as a regional service manager for the Etch Systems Business Unit, he extended his role to product support manager and then to customer support engineering manager. As the director of business unit operations, he has successfully united 5 different BU product support groups in the US into one functional team. As a leader, Randy advises his teams to have an emphasis on solidarity and communication as top priorities to be successful.

Amit Ronen is responsible for managing customer-facing engineering groups across the globe, including field engineering, engineering specialists, and customer support organizations.

Before joining Wind River, he was the founder and CEO of Presales Solutions, a company that offered a unique on-demand hosted solution in the customer relationship management (CRM) space. Prior to Presales Solutions, he spent more than 10 years with Mercury Interactive, where he gained extensive executive and global field management experience. There he managed and built the presales organization in the Americas, expanding it from 40 people to more than 150 people and supporting revenue generation of more than half a billion dollars. In addition, he served as vice president of professional services for the Americas and vice president of Mercury's Tuning business, a startup within the company. He was also a founding member of Mercury Interactive Japan KK and was responsible for all technical field operations in the Japan and Korea region.

He holds a B.A. in Computer Science and economics from Tel Aviv University in Israel and is a graduate of the Stanford Executive Program (SEP) of Stanford University in California.

Maxwell “Max” Long is senior vice president of Adobe Customer Solutions, part of the company’s worldwide field operations organization. In his role, Max is responsible for the strategy and direction of all pre- and post-sales technical services worldwide. This includes a team and portfolio focused on Solution Consulting, Professional Services and Digital Learning that helps drive customers’ digital transformations. Max has a specific focus on long-term customer retention and sustained growth through strategic partnerships that accelerate customer success.

Prior to Adobe, Max spent 20 years at Microsoft Corporation, including several senior leadership roles. Most recently, he was corporate vice president of Enterprise Global Delivery, where he led a 9,600-person global team across 82 countries. In this role, he was responsible for all enterprise consultancy, support and architectural guidance for what is a multi-billion-dollar business. Previously, Max was vice president of Americas Services, where he managed consultancy and support across the U.S., Canada and Latin America, and successfully transitioned the business to a cloud-based model. Earlier, he was president of Microsoft Canada, with responsibility for all Microsoft operations in the country.

Max also spent nine years at IBM, where he worked in a variety of sales functions across segments and industries.

Max is originally from the United Kingdom, and now lives in Silicon Valley with his wife and two children. He’s an avid runner and enjoys competing in triathlons, crossfit, and snowboarding.

Follow Max online at: LinkedIn: https://www.linkedin.com/in/maxwell-long-1a79997

Adobe is the global leader in digital marketing and digital media solutions. For more information, visit www.adobe.com.

Charles Matthews recently returned to the U.S. from a four-year expat assignment running Global Services teams from France. He is responsible for the global delivery and business execution of professional services, customer care, and educational services across contact center, telephony, unified communications and data infrastructure product lines.

Charles has over 20 years of experience in the telecommunications and software industries. During his 15 years with Alcatel-Lucent he has held positions of progressive management in R&D, educational services, customer care, and professional services.

Prior to Alcatel-Lucent, he held positions in R&D and customer service with business analytics software and business process software companies.

Charles is a graduate of Harvard University.

Rick Hamilton is the senior vice president of the Services & Software business for Ciena. He is responsible for the Blue Planet Division and heads the Ciena global Services business that delivers advisory, design, consulting and implementation services for Ciena products and solutions divisions. In this role he is responsible for the strategy, delivery, business development and the P&L for Services and Software globally.

Prior to this role, Rick served as the corporate vice president, professional services, for Juniper Networks and had a 11 year career at Cisco Systems. In Cisco he lead services organizations from each of Cisco's service lines. He was the GM for Cisco Systems Cloud and Managed Services business, Cisco Managed Security Service business, professional services leader for their global enterprise accounts and the combined PS Enterprise business and Technical Services organization in the Europe, Middle East, Africa and Russia (EMEAR) region. Rick has effectively worked and lived in EMEA and Asia and has served all of Cisco's developed and developing markets.

Before joining Cisco, he was the senior vice president and CIO of The DFS Group (a division of LVMH Group), a luxury retailer catering to the traveling audience. Previously, he led the Applications and Technology Services team that serviced 135 stores throughout the United States for Cost Plus World Market, and he led the applications development team for Discovery Channel's consumer division.

Rick holds a Bachelor's degree in Information Systems from the University of Phoenix and a Master's degree in Software Engineering from Golden Gate University. A licensed commercial pilot and flight instructor, he also holds an undergraduate degree in aeronautics.

Doug Schmitt is the president of global services, where he has full P&L responsibility for the Dell Technologies’ Support and Deployment Services business including strategy, sales, product design, field delivery, technical support, and operations. He is accountable for all IT lifecycle services supporting the Dell Technologies Client Solutions and Infrastructure Solutions businesses including basic warranty, advanced support, configuration services, managed deployment, and managed services. Doug leads an organization of over 55,000 direct and partner team members in 165 countries.

Doug joined Dell Technologies in 1997 and has served in a number of leadership roles including finance and operations. Additionally, Doug serves on the Board of Dell Technologies PAC. Previous to joining Dell, he was employed with Sequent Computer Systems where he held various senior-level finance positions. Prior to Sequent, he was employed in the banking sector.

Soren Marklund is Ericsson's global VP of customer support portfolio and sales. In this role, he responsible for the Ericsson global customer support business covering portfolio evolution, global sales support, and business execution through regional service lines.

Soren has more than 30 years of experience in the telecommunications and software industries. Prior to this role, he served in various senior roles at Ericsson in the USA, including VP of customer support and VP of business development for North America. Prior to joining Ericsson, he held senior roles at TeliaSonera in Sweden.

Soren is currently leading Ericsson's support services evolution, enabling customers to succeed in their operational transformation journeys to handle increasingly complex, diverse, and continuously evolving network ecosystems. He holds a strong passion for delivering industry leading customer experience through innovative service offerings.

Soren is a world leader in communications technology and services with headquarters in Stockholm, Sweden. Ericsson is providing premier support services, reaching customers in 180 countries around the world.

John leads the Customer Experience organization for Google Cloud responsible for developing and executing on the strategy that ensures customers adopt and realize business value from the Google Cloud. This includes global leadership of Professional Services, Customer Success, Customer Support, Training, Cloud Certifications, and Customer Engagement through the Executive Briefing Center and Customer Advisory Boards. John reports to Google Cloud CEO Thomas Kurian.

Prior to Google, John spent 20 years at Microsoft in numerous roles including Corporate Vice President of Worldwide Customer Success, where he established a new organization to drive adoption of Microsoft's cloud services, Vice President Worldwide Specialist Sales, where he led enterprise sales strategy across the full suite of enterprise cloud services, and General Manager of Global Accounts with responsibility for Microsoft’s top 100 enterprise customers.

John attended George Mason University in Fairfax, VA, where he earned his bachelor’s degree in electrical engineering and a master’s in business administration. He lives in the Seattle area with his wife Kelly, and their two daughters. In his spare time, John enjoys golfing, cycling, and sports car racing.

As the senior vice president of services at Kronos, Christopher Todd is charged with boosting the breadth and depth of Kronos' services offerings. He is responsible for the company’s implementation, training, and support teams, as well as the Hiring Solutions Division.

Prior to joining Kronos in 2007, Todd was the senior vice president of worldwide sales at Blackbaud where he was responsible for the company’s international operations in the United Kingdom and Australia. Prior to this sales role, Todd was the vice president for corporate development at Blackbaud. Prior to Blackbaud, he held positions at the consulting firm McKinsey & Co. and the investment bank S.G. Warburg & Co.

Todd is a graduate of Harvard College and Yale Law School.

Kristin Johnsen, general manager of the Global Delivery and Operations team for the WW services business, oversees the operations infrastructure and consulting resources that deliver globally for the Microsoft Consulting Services business. Creating a scalable infrastructure for the growth of the services business is core to Microsoft's strategy of ensuring we use the services to enhance customer’s deployment and use of Microsoft’s products. Kristin also ensures the provision high-talent consulting resources in India and specialist consultants at corporate to expand the range of consulting options Microsoft customers.

Prior to joining services, she led the Security Outreach team in Microsoft's Security Technology unit. This team is responsible for driving security outreach and educational programs across all customer audiences—from consumers to developers to IT pros. This includes developing and distributing technical security guidance, information about security best practices, targeted training, supportive tools, security bulletins and advisories, and global outreach to help customers have a more secure environment. Additionally, Kristin and her team worked to consistently improve Microsoft’s customers’ experience while demonstrating the company’s commitment to helping keep its customers safe online.

She joined Microsoft in July 2003 as chief of staff for Mike Nash, corporate vice president of the STU, helping to propel business processes and strategy for the 1,000-person organization. In this role, she has also led the post merger integration process for security acquisitions by STU. Previously, she served as chief executive officer of Zkey, an identity management technology company, and as an associate partner at the consulting firm McKinsey & Co. At McKinsey, she was a leader of the Industrial Services practice and specialized in turnaround and post-merger integration situations.

Kristin holds a Bachelor of Science degree with honors in Industrial Engineering and Operations Research from the University of California at Berkeley and a Master’s degree in Management with distinction from the JL Kellogg Graduate School of Management at Northwestern University. She was also a member of the women’s crew team at UC Berkeley, which she helped to win a national championship. She resides in Bellevue, WA, with her husband and their two sons. Her outside interests include serving in the parent-teacher association at her children’s school and volunteering in their classrooms.

Kelly Mark is the corporate vice president of managed and support services for Motorola Solutions, Inc. As the head of Services, Kelly leads a global organization charged with growing the hardware, software, and managed services business. His responsibilities include overseeing the development of strategy, offer design, and delivery of services through network operations in all regions.

Kelly was elected a corporate vice president in September 2010. Prior to his current role, Kelly was the corporate vice president of strategy responsible for driving the company strategy and major strategic projects related to acquisitions, divestitures, and investments. He also was vice president, chief of staff for Motorola’s CEO where he was responsible for staff operations and activities associated with the chief executive officer of the company. Before his chief of staff position, Kelly worked for Cerberus Capital for a brief period in 2008. His previous roles at Motorola from 1999 to 2008 include overseeing the Office of Acquisition Integration for Motorola, director of business development for the Mobile Devices business, and investment manager, responsible for managing Motorola’s venture capital investments in start-up companies.

Kelly received his Masters of Business Administration from Harvard Business School and graduated from the University of Illinois with a Bachelors of Science in Business in 1994.

Gary Grecsek is the vice president of PerkinElmer OneSource^® Laboratory Services. He has held multiple executive leadership roles within PerkinElmer, and for the past 7 years, has been responsible for driving the strategy and performance of its flagship OneSource Laboratory Services business.

PerkinElmer's OneSource^® enables laboratory professionals to accelerate their science through innovative, integrated service solutions that improve the health and safety of people and the environment. The OneSource portfolio currently includes enterprise, professional and managed services offerings for pharmaceutical and life science markets.

Under his cross-functional leadership over the past 20 years, Gary has driven substantial business growth through organic market expansion, business development, change management, operations optimization, and continuous improvement initiatives.

Prior to his current role, he has held strategic, global leadership positions within Technical Support, Sales Management, and Product Management.

Grecsek holds an MBA from the University of Tennessee and BS in Materials Engineering from Drexel University.

As global senior vice president, Andreas Heckmann is responsible for SAP’s Product Support organization that provides technical support and customer service functions as well as expert services for all SAP products. With almost 3000 engineers worldwide, SAP Product Support includes various Global Support Centers in Asia, Europe, Latin America and North America. SAP Product Support provides world class support services and remote engineering services along the entire customer solution lifecycle.

Andreas joined SAP in 1999 and has held a succession of leadership roles at SAP, including regional and global management roles throughout North America, Europe and Asia Pacific. Responsibilities included SAP’s MaxAttention program, head of SAP Support for Asia Pacific & Japan and Global SAP Alliance Management for a leading CPG company.

Prior to SAP, Andreas ran his own IT consultancy business for healthcare solutions in Germany.

Bill Steenburgh has extensive executive experience successfully leading complex Services operations in multiple global companies supporting enterprise and consumer customers in numerous industry segments. Currently he is the senior vice president for Pitney Bowes Global Services (PBGS). PBGS provides global technical and professional service and support for Pitney Bowes products, software and solutions.

Prior to Pitney Bowes, Bill was a managing partner at RTM Consulting where he led client engagements on global service strategies, organizational development and transformation, performance management, business model optimization, service channel optimization, resource utilization, functional/cross functional processes and infrastructure development/implementation. He led the Field and Support Services practices to triple digit revenue growth in both 2013 and 2014.

Prior to RTM Consulting, Bill worked for 12 years at Xerox where he was the SVP of Xerox Services. At Xerox he had responsibility for a fully integrated operation that provided traditional hardware services, software/solutions technical support, professional services and outsourced document managed services. Xerox direct management responsibilities included up to $5B in revenue and over 25,000 employees. Additionally he was VP of Xerox's North America's supplies business in the late 1990s.

Before joining Xerox, Bill worked for Xelus as the EVP of operations with responsibility for Product Management, Development Services, HR, Finance and Consulting Services. Xelus provided web-based collaborative decision support, planning and execution to optimize core service supply chain processes. He also was SVP of Customer Service and Support at Danka Corporation where he had responsibility for $800M in revenue and 6500 employees providing services in North and South America. Prior to that, he spent 18 years at Eastman Kodak in enterprise support and field service operations.

Bill holds a BS degree with honors in Industrial Economics from Union College and an MBA from Rochester Institute of Technology (RIT). He is a founding executive board member of TSIA, a member for 25 years and a President in AFSMI, a member of SSPA and a frequent speaker at service industry events. His lifelong services work has earned him numerous industry awards.

Jim Roth serves as the Executive Vice President of Customer Support for Salesforce where he is responsible for support operations globally for all Salesforce products. Prior to Salesforce, he spent 17 years at Dell where he worked in services, marketing and IT. Jim holds dual bachelor’s degrees and a master’s degree from Northwestern University and a Master’s Degree in Management from the Stanford University Graduate School of Business. He resides in Austin, Texas with his wife Katy and 4 children.

Kurt Kuelz leads Siemens's Worldwide Global Services organization. His organization is charted to ensure Siemens's clients realize maximum business value from their investment in Siemens solutions. By working directly with clients and partners Kurt's teams lead successful implementations through their deep domain expertise, exceptional product knowledge, proven methodologies and global scale. These attributes enable Siemens Global Services to support transformation initiatives that scale from leading large global enterprise deployments to enabling client or partner teams to be self-sufficient.

Kurt has been in the technology services business for over 20 years. Prior to Siemens, Kurt spent 20 years with PTC where, as the head of WW professional services he transformed PTC's professional services organization into a strategic asset that drives enterprise value for clients while being a growth and profit engine for the company. During his time with PTC, Kurt leveraged his unique client partnering skills as the executive sponsor to PTC's largest, most strategic and most successful clients.

Kurt holds a BS in Mechanical Engineering from Georgia Tech. He has lived in great cities around the world (Atlanta, San Diego, London, Munich) and is currently thrilled to be settled in Charlotte, NC with his family.

Joern Kellermann is a passionate IT expert who believes in lean and efficient IT solutions that drive and contribute to a higher performance of businesses.

He started his professional career in 1999 at what now is T-Systems. Today, Joern leads the portfolio unit "Managed Infrastructure Services & Private Cloud" as a Senior Vice President and is proud to provide continuously enhanced solutions to more than 200 customers worldwide in order to improve their IT.

Joern represents his beliefs by managing the global sale, management and delivery of portfolio items such as basic infrastructure,mainframes, private cloud services, hybrid cloud management and end-user services.

Mal Poulin has been in the corporate learning and workforce performance field for over 35 years. Currently as senior director of strategy and market relations for ANCILE, Mal focuses on market trends and needs of partners and customers to achieve business value with technologies to enable their strategies. The goal is always to enable adoption of change by the workforce through software, process, environment, and organization. For the 15 years prior to ANCILE, Mal was in similar business development roles at RWD Technologies and SAP Education driving new components of the portfolio and business solutions for partners and customers.

For the preceding sixteen years, Mal held several positions in Education Services at Digital Equipment Corporation beginning as a technical classroom instructor and ending with management of alliances with Microsoft and other global partners.

Mal holds a degree in Mathematics from The Catholic University of America in Washington, DC.

Mike Raley is the vice president of marketing at Coveo. Mike has fifteen years’ experience working at high-growth B2B software & services firms, in a range of global marketing and operations roles. Mike joined Coveo in 2011 and previously served as the senior director of demand generation and marketing operations.

Prior to joining Coveo, Mike served as marketing director with Aspect Software, a leading provider of customer contact software. At Aspect, he led a team responsible for demand generation, field and customer marketing programs and events. Mike also served as marketing director at FTI Technology, the E-discovery Software & Services division of FTI Consulting, and at Sapient, where he managed Operations, Marketing, Sales Support, and Customer Loyalty teams and programs.

Mike lives in New York City and has a Bachelor's degree from the University of Connecticut.

Sunil has 2 decades of IT industry experience across multiple horizontals and geographies. He has a spectacular track record of developing new markets, winning new logos, creating and winning advisor led deals, building teams and businesses.

As EVP, Chief Sales and Marketing Officer at CSS Corp, he is responsible for driving business growth focusing across ITO, Technical Support, Infrastructure & Cloud, Digital and Telecom services. He provides strategic leadership to Sales, Account Management, Marketing, Solutions Engineering, Deal Advisory, Inside Sales, Alliances and Bid Management teams.

Previously, at Infosys, Sunil was Head of Sales for the Healthcare BU, growing the business through multiple new account openings, managing client relationships for strategic accounts and closure of large deals.

Sunil has an engineering degree from National Institute of Technology, Rourkela, India. In his free time, he loves spending time with his family, watching movies and loves traveling.

Austin Rohr is the Global Solution Evangelist for FinancialForce’s flagship product, PSA. At FinancialForce Austin is responsible for Product Marketing that he drives by working with product, customers, prospects, and analysts to understand where the services economy is today and where it’s going to be tomorrow. Then translating that need into market. Austin draws on his first hand experience as a former services leader at Lexmark and Netsmart, where he was responsible for optimizing solution delivery to clients across the globe, as well as driving professional services performance and predictability.

In Austin’s last 15 years of leading Professional Services he has a proven track record of providing strong organizational leadership during periods of rapid growth and change. Extensive experience starting and building multiple service lines while achieving aggressive revenue and profitability targets within the US as well as internationally.

Phil is the CEO and co-founder of Klever, and the author of The Ultimate Customer Support Executive. In his long and distinguished services career, he and his teams have won numerous awards for service excellence. Klever works with innovative leaders in service organizations to build software that changes their customer support DNA. He also was instrumental in creating the Open Customer Metrics Framework—the de facto Open Metrics Standard for customer support leaders. (www.ocmfgroup.org)

Jen Dodos is the director of marketing communications at Mavenlink, where she's responsible for driving brand awareness and preference and oversees public relations, social channels, media relations, brand management, content strategy, events and multi-channel marketing programs. Jennifer has been a leader in technology marketing for more than 20 years, most recently at Toshiba acting as the director of marketing communications. At Toshiba, Jennifer was responsible for all aspects of the global marketing program including execution of marketing communications strategy, positioning, public relations, corporate sponsorships, brand management and more.

Karen Allinder is the VP of Customer Experience Solutions for Miller Heiman Group based in Florida. In this capacity, she works with internal consultants and global clients to design consulting services and training solutions to assist organizations in achieving their business results by building customer loyalty and enhancing sales performance.

Since joining the company in 2001, Karen has worked extensively in the B2C space. She has partnered with major retailers in the grocery, home improvement, office supply, sporting goods and women’s specialty areas. She has also partnered with financial services organizations, hospitality companies and state and local government.

Her 30+ years of business experience have been dedicated to helping organizations achieve their vision in enhancing the development of their employees as they increase market share and build customer loyalty.

Karen earned a B.A. degree in Mass Communications from the University of South Florida in Tampa, Florida. She still lives in Florida with her husband Steve and enjoys cooking, traveling, and nearly any outdoor physical activities.

Randy Mysliviec leads RTM Consulting, providing high-impact advisory services for technology companies’ service businesses. Acknowledged by industry sources as an expert in global resource management and services business optimization, and author of the Just-in-Time Resourcing® brand of solutions, Randy helps multi-national companies with the complex challenge of operating services teams serving the global market.

Prior to founding RTM Consulting, he was senior vice president of consulting and professional services for Convergys, successfully growing a multi-$100M business with 1,600-plus employees in 31 countries.

Randy began his career with 18 years at IBM, serving in a variety of sales, marketing, services, and general management roles. After IBM, he was vice president and general manager at Seer Technologies, a publicly traded software and services firm. After Seer, he was president and CEO of a successful start-up services firm.

He holds a BS from California Polytechnic State University, San Luis Obispo, California, where he majored in business administration with a concentration in management information systems. He is a founding member of the former Technology Professional Services Association (TPSA, a TSIA founding organization) and served as a member of the TPSA Advisory Board.

Ben is the Founder and CEO of ScreenMeet. ScreenMeet is the first Modern SaaS cloud-native solution for co-browsing and remote support. Ben is a serial entrepreneur and sold his last company into the GoTo business unit of Citrix which later merged with LogMeIn. An industry expert in collaboration and real-time systems, Ben and his team are excited about bringing the next generation of technology to the Help Desk and Call Center industries. Ben is a graduate (magna cum laude) of Amherst College and received his MBA from NYU. He is a Crown Fellow of the Aspen Institute.

Derick White is the Vice President of Business Development for SERVICE 800. Derick has 28 years of experience in sales and marketing and partners with many large B2B enterprise organizations such as Medtronic, Johnson & Johnson, 3M and GE Healthcare on customer feedback and insight programs. Derick has established a proven track record of generating sustainable revenue growth in a wide variety of industries including technology, financial, manufacturing and services.  Derick is an active member of the Minnesota Twin Cities business community and has served on the boards of directors of the Minnesota chapter of the International Association of Business Communicators, the Minnesota Marketing Association, The National Miracle League, Grow Minnesota and Trout Unlimited. His passion for achievements in business success in our community were recognized by the Twin West Chamber, which named Derick its “Super Star” in 2010 for his work to help recruit new members for the chamber. Derick was also honored for his contributions to opening the Harmon Killebrew Field in the south metro area for children with disabilities.

Derick lives in Lakeville Minnesota with his wife and twin daughters and spends much of his free time camping, fishing and hunting with his family.

Neil has 20 years of experience formulating growth strategies and improving operations for technology companies. At Waterstone, Neil has successfully led client engagements across the software, hardware, and telecom segments with businesses that range from emerging high-growth companies to the Fortune 100. Neil’s recent client work has been primarily focused on enterprise software companies, with a focus on evolution to Cloud-based business models, post-sale Customer Success operations, and acquisition-related diligence and integration.

Prior to joining Waterstone, Neil was the director of mobile virtual network operations (MVNO) for Firefly Mobile, a VC-funded start-up targeting the youth segment of the mobile phone market. At Firefly, Neil had P&L responsibility for the direct-to-consumer mobile service, including the operations and strategy of network operations, payment processing, customer care, and web channel sales. Before joining Firefly, Neil was a director of corporate strategy at NAVTEQ (acquired by NOKIA), where he was primarily responsible for the growth strategy in three consumer-oriented segments: mobile devices, consumer electronics, and online destinations (e.g., Google Maps).  Earlier in his career, Neil worked in the Telecom vertical in the Strategy & Change practice within IBM Business Consulting Services and as a software engineer with the Cellular Infrastructure Group at Motorola.

Neil holds an MBA from The University of Chicago Booth School of Business and a BS in Computer Science from Cornell University.