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As Senior Director, Customer Success & Renewals for Adobe’s Digital Experience business Angela is responsible for more than 5,500 customers across a wide range of technology use cases and expected business outcomes.
In her 11 years at Adobe, Angela has held a number of customer centric roles across algorithmic media optimization, audience management and CDP adoption, managed services sales and delivery and revenue operations. Since starting more than 25 years ago in direct mail advertising agencies, through online media publishers; to ad tech/mar tech SAAS maturity Angela has always focused on customers, their experiences and expansion. She loves the ever-evolving business landscape and constant ability to learn and try new things.
As a NJ native, post-pandemic life has Angela and her family transitioned from the urban Hoboken NJ lifestyle to the natural beauty of Southern California. She’s very involved with her 1st and 3rd grader’s activities and school community. And, because things aren’t busy enough Angela and family recently brought home a Goldendoodle puppy.
Matilde “Mati” Pitkanen has over 30 years of experience working in the high-tech software industry. She has spent most of that time at BMC Software where she has held various roles across the company. As an individual contributor she has worked in development, product management, education services and managed services. As a leader, she has built programs and organizations in critical account recovery, solutions marketing and channel sales. She is currently responsible for global renewal sales where she is leading a transformation of the team from a traditional support sales organization into a renewal sales team that is driving expansion sales and focusing on customer success.
Personally, Mati is passionate about DE&I, acting as a founding member and the captain of the LatinE ERG at BMC. She is also an active participant of the Women in IT and PRIDE organizations. Family is the most important thing to Mati and she is proudest of her two children, both studying in Colorado. She currently resides in Leander, Texas with her husband and two pups. Mati holds a Bachelor’s of Science in Mathematics from the University of Texas at Austin.
Ayan has over 15 years of experience and is Vice President leading strategic programs for Cisco's business transformation. Ayan successfully delivered a new business model to align Cisco with recurring revenue practices. As part of the transformation, Ayan’s efforts led to Cisco doubling down on retention and expansion of existing subscriptions and adding new logos—delivering material impact on shareholder value, revenue predictability, and expanding Cisco’s ARR.
Passionate about driving growth and a firm believer in subscription model economics, Ayan has focused on commercial growth across customer acquisition, retention, and expansion at some of the largest companies in the world such as AT&T, Dell, HP, Warner Bros., and HBO.
Prior to joining Cisco, as a leader at Deloitte Consulting, Ayan successfully delivered strategic growth initiatives incorporating product strategy, GTM, customer success and support at some of the largest consumer and enterprise brands in the US. His management consulting experience spanned product development, marketing, business model innovation, enterprise transformation, scenario planning, and mergers & acquisitions at several industries.
Ayan lives in California and calls the Bay Area home. He enjoys spending time with family and friends taking advantage of everything Northern California has to offer.
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 a staff of almost 2,000 across 32 countries. This team helps our customers with their maintenance support options in the later years of their technology lifecycle. Lou is passionate about developing highly capable and proficient teams to deliver record-level growth and profitability through aggressive change management, strategic planning, and technology adoption.
Prior to joining Services Sales, Lou led teams in Marketing, Operations, and Sales, driving results cross-functionally in a dynamic marketplace, maximizing business growth, and ensuring CE. He is a fervent advocate of Dell’s Legacy of Good’s environmental efforts and serves as the Executive Sponsor for Central Texas Planet – one of Dell’s Employee Resource Groups (ERG).
Prior to joining Dell in 2004, Lou was the VP of Marketing for Schlotzsky's Deli, a Brand Manager for Kraft Foods, and a High-School Math Teacher. He received his Masters in Business Administration from the University of Texas and received an undergraduate degree from Dartmouth College.
Lou lives in Austin with his wife, Kathleen, and 3 boys. Lou and Kathleen like to exercise, see movies, and enjoy great dinners; but honestly, most of the time is spent getting their boys to the next sporting event. Lou is an avid Boston Red Sox fan and loves the University of Texas Longhorns. Hook ‘em!
Rob Rosa is responsible for Extreme Network’s Global Service Sales, which includes new and renewal opportunities for ExtremeWorks / PartnerWorks, Premier Services, and Professional services. He will also focus on growing the new service offerings under Extreme’s Managed Service platform (Monitoring Plus and Response Plus) and continue to develop new consumption opportunities (CPEaaS and Enterprise License Agreements). He is looking to expand Extreme’s service footprint with the assistance of the Extreme’s partner network.
Prior to Extreme Networks, Rob was the leader of Cisco’s U.S. Public Sector Services Partners as well as the U.S. Services Field Partner Organization. In this role Rob was responsible for the strategies related to sales, marketing, partner enablement, partner profitability, and promoting services growth for over $3B+ in Cisco Service revenue through channel partners across the U.S.
Specifically, Rob leads the Services Channels team in conjunction with Service Sales, and our Partners to develop a comprehensive Services strategy that supports the end customer’s mission or strategy while developing sustainable business models for our partners. This entails driving new program adoption, increased focus on service revenue opportunities, and overall partner enablement to assist in growing the overall business of the partner.
Rob spent 16+ years at Cisco, in that time he held various finance, sales operations positions in various verticals supporting the sales organization.
Rob holds his undergraduate Accounting degree and his MBA in Accounting Information Systems from Suffolk University – Sawyer School of Management. In his spare time, he enjoys taking classes at the Harvard Business School and volunteering as the Treasurer of his Local Youth Football and Cheerleading organization with 400+ members and 100+ volunteers.
Rob Rosa resides in the Boston, Massachusetts area with his wife and 3 sons.
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.
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.
Paul Duggan is the Executive Vice President, Worldwide Renewals, leading our Cloud, OffCloud and SMB Renewals teams across the globe.
Paul joined OpenText in January 2017 as Senior Vice President of Revenue Operations, where he was responsible for operations across sales, professional services, business networks, and customer support. He led organizational focus across a range of critical areas, such as planning, reporting, resource optimization, enablement, and processes.
Prior to joining OpenText, Paul was at Oracle Corporation for 17 years. He was most recently the Group Vice President of Support Renewal Sales, North America and was directly responsible for $6 billion of annual support revenue for the company. This included leadership and management of several Digital Renewal Centers located across continents.
At Oracle, Paul made critical contributions to customer success, operational excellence, expense optimization, including automation of various support renewal systems. He also held key leadership roles within Education Sales and Operations for Oracle and Siebel Systems over the course of his career.
Paul has previously served on the advisory board for the Technology Services Industry Association. He has completed executive leadership programs at the University of Michigan Ross School of Business and IESE Business School in Barcelona, Spain.
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.
Angel has spent over 15 years focused on Customer Success and Renewals, working with and for some of the largest names in Technology. Angel currently leads the Global Customer Success and Renewals organization at Rockwell Automation made up of over 225 Customer Success focused employees who are responsible for more than half a billion in recurring revenue and 68k+ customer sites. The CS and Renewals team is responsible for developing deep customer relationships, driving adoption and utilization for our customers post sales, delivering valuable customer insights, and partnering with our customers to achieve their business outcomes through their Rockwell Automation investment. The team is also responsible for ensuring our customers longevity through renewal and expansion conversations through their lifecycle.Angel is passionate about Diversity, Equity, and Inclusion both inside and outside of work and is an active member of multiple Employee Resource Groups at Rockwell, numerous Customer Success diversity councils, as well as a board member for YEAH! (Youth empowerment through Arts and Humanities).
Angel lives in Nashville with her husband, Cole, and their 2 dogs, Harly and Luna. Angel loves indoor cycling, spending time outside by the pool, and traveling the world with her husband, mostly for the culture but also the food and drinks!
Rebekka Brock-Jørgensen is the Head of Revenue Operations in SimCorp where she is responsible for driving growth through operational efficiency and revenue enablement, by building a common core of commercial capabilities that enable selling across all revenue generating functions.
SimCorp is a leading provider of investment management solutions to the world’s largest asset managers, fund managers, asset servicers, pension and insurance funds, wealth managers, banks and sovereign wealth funds.
Rebekka has more than 10 years’ experience in different Commercial Excellence roles and has lived in both Germany and the Unites States.
Rebekka holds a master’s degree in Finance and Strategic Management from Copenhagen Business School.
She lives in Denmark with her husband and two daughters.
Follow her on: Rebekka Brock-Jørgensen | LinkedIn
Russ Nettle joined Vital Images in 2003 and has held leadership roles in Customer Support, Customer Success, Professional Services, and Account management. Russ took on his most recent role as Vice President of Account Management in 2019. In this capacity he oversees the adoption, renewal, and sales expansion aspects of Canon Medical Informatics North American business. Prior to this, Russ served as Vice President of Global Services from 2014 to 2019. In this role he was responsible for all Services within the business, including professional services, customer success, and customer support. Prior to his employment at CMI and receiving his Series 6 and 63 licenses, in addition to his MSCE certification, Russ held a variety of positions within Finance, IT, Enterprise Applications. He received his Bachelor of Arts from the University of Minnesota.
As CRO and a member of the Executive team, Tom oversees all Worldwide commercial activities for the company across Sales, Marketing, Digital e-commerce and Professional Services, and has lead the teams to drive the transformation of Avid into a subscription and SaaS led company.
Tom, who joined Avid in 2012, is an experienced senior executive with extensive background in broadcast, digital media and telecom. He was most recently SVP Global Sales, driving growth across Avid’s major markets through a combination of direct and channel sales. Before joining Avid, Tom served as Vice President of Sales and Business Development at Technicolor and ran the international sales teams in the broadcasting, media and telecoms sectors. Prior to Technicolor, Tom spent four years at Cable and Wireless, where he was in charge of the channel as well as leading the global relationships with Vodafone, Deutsche Telekom, and EE as Client Managing Director. He previously held Senior International Sales Management positions at EMC and St Ives plc.
Tom speaks fluent German, and holds a Master of Arts from St. Andrews University and Executive Management qualifications from Harvard Business School and Glasgow Caledonian University.
Craig has for the past 25 years helped clients in the healthcare sector realize the value of emerging technologies. He’s worked with Payers, Providers and Consumer Health leading a broad range of strategic engagements with a focus on solutions that improve health outcomes, reduce medical and administrative costs while improving patient/provider experiences. He believes that the software TriZetto provides will help in connecting, sharing, engaging, inspiring, and transacting with the various healthcare constituents. He is passionate about taking on healthcare challenges that matter and thinks one of our most pressing challenges as an industry is to ‘Simplify Healthcare’. Craig is excited to be part of Cognizant and running the TriZetto business unit.
Chad Buckland serves as Senior Vice President and Managing Director for Diebold Nixdorf.
As a member of the Global Leadership Team, he is responsible for the full P&L management across the entire DN Portfolio by leading all revenue generating activities within North America.
Chad joined Diebold Nixdorf in 1997 and he's held a variety of client facing roles spanning areas of sales, client management and operations.
Chad received a full-ride football scholarship and holds a BS in management from Purdue University.
Senior Executive with a proven leadership track record of over 25 years in successfully managing regional & global ICT business operations. Dilip is currently EVP for Services transformation with NTT Ltd, where he is responsible for profitable growth & operational transformation of NTT’s top-performing services portfolios with Fortune 500 clients.
Over the years Dilip has successfully led large scale business transformations, operational transformation, and portfolio innovation by establishing clarity of vision & strategy to operate and land impact in fast-growing markets. Dilip’s exposure spans across enterprise clients, leading technology vendors, multiple geographies, cultures, and contexts with substantial insights into clients and industry.
Stephen Snook currently serves as Chief Revenue Officer at Relias. In this capacity, he leads the strategic direction of Domestic and International Sales, Revenue Operations, Front of House Enablement, Alliances, and the Solutions Group.
Prior to joining Relias in 2014, Stephen had been part of Vista Equity Partners portfolio companies where he helped energize start up and early-stage software organizations. In that capacity he led the build out of Perceptive Software Asia while living in Beijing.
Stephen holds B.A. in Political Science from the University of South Florida and an MBA from NOVA Southeastern University.
Stephen resides in Raleigh, NC. In his spare time, he enjoys spending time with his wife and young sons, e-foiling and playing tennis. Stephen is also an active volunteer with the Special Olympics of North Carolina.
Todd Cione is Chief Revenue Officer for Teradata. In this role, Todd is responsible for the company’s global go-to-market strategy and execution, including worldwide sales, alliances and partnerships, industry solutions and go-to-market operations organizations to meet and exceed growth objectives.
Todd is a seasoned business executive, with more than 25 years of experience in global sales, marketing, channel, and operations at large multi-national technology organizations. He is a results-oriented executive with a proven track record of delivering predictable and profitable growth, and has successfully led organizations through cloud-based transformations.
Todd most recently served as Head of U.S. Enterprise Accounts at Apple Inc., a role he held since 2017. Previously, he was SVP of Oracle’s Digital, North America Applications, and also served as Chief Revenue Officer of Rackspace. Additionally, Mr. Cione spent 15 years at Microsoft where he held roles of increasing responsibility in the U.S. and Asia, including General Manager, Asia Pacific Region Marketing & Operations, a market with over $4 billion in revenue, and General Manager and Managing Director, Asia Pacific Region Enterprise & Services Sales. During his tenure at Microsoft, Todd was an integral contributor to the Company’s transition to the cloud and helped launch Azure and Office 365 in U.S. and Asian markets.
Todd holds a BA in English and Business from Baylor University with continuing executive education at INSEAD’s Asian International Executive Program and the University of Nebraska-Lincoln’s Gallup Leadership Development Program.
Bio coming soon.
Westcon-Comstor is a $4.7B, award winning global technology provider and specialist distributor, which is frequently chosen by the world’s largest cybersecurity, networking, and hybrid infrastructure technology vendors to sell their solutions and services and to enable our 12,000 two-tier channel partners across EMEA and APAC.
An industry veteran, Patty Gray currently serves as Senior President, Global Vendor Success. She leads the group’s efforts at the headquarter level with Westcon’s OEM partners. at She oversees global on-boarding of all ecosystem and alliance partners. Responsibilities include business transformation, planning and measurement, incentives, and business development activities.
Throughout her career, Gray has built a strong reputation for creating highly personalized and successful channel management engagements. She has worked at Avnet Inc. and Westcon Comstor during her career. Patty has held a wide range of leadership and sales management roles – including GM of Avnet’s North American Technology Solutions Group Storage and Software group. After leaving Avnet in 2010, she joined Westcon Comstor as a Global Vice President, where she architected and continues to lead the Westcon Global Vendor Management organization.
Patty was nominated to serve on TSIA’s Channel Optimization Board in 2020 and in 2023 began serving on TSIA’s Chief Revenue Officer board. Gray is the recipient of numerous awards and accolades, including being named Avnet’s & Westcon President Cup Winner numerous times, selected as CRN’s Top Channel Executives, and named one of NA “Top 100 Female Executives.” Gray holds a Bachelor of Science in Supply Chain Management from Arizona State University and a master’s certificate from Thunderbird International School of Business.
Susan Beal serves as the Chief Customer Officer for Blue Yonder. In this role she works across Blue Yonder driving the company toward exceptional customer experiences and unmatched customer value realization. She is the ultimate voice of the customer, driving alignment between customer needs and Blue Yonder’s products and services innovation, execution, and evolution.
Susan is a seasoned SaaS and customer success executive with over 25 years of experience in the industry. Susan’s experience includes roles in product development, implementation consulting, solution consulting, sales management, and customer success. She most previously served as Blue Yonder’s Corporate Vice President for solution consulting.
Before joining Blue Yonder in 2020, Susan served as global Chief Customer Officer at Infor. During her tenure she served in a variety of leadership roles. Prior to this, Susan held various development, consulting, and sales management roles during her 15 years at CGI (formerly American Management Systems).
Susan graduated from the University of Richmond in Virginia and is a Certified Customer Experience Professional (CCXP). She serves on the Board of Directors for Florida Atlantic University’s Madden Center for Value Creation, whose mission is to help students understand value creation as a core principle for success in business. She is a founding leadership member of the PreSales Collective, a think tank with the mission to elevate the role of PreSales in organizations worldwide.
In her free time, Susan enjoys being out on the water, using her Disney annual pass, and cheering for her son's basketball team – almost certainly with a coffee in hand.
Eduarda Camacho is senior vice president and chief customer officer (CCO) of BMC Software, Inc. She is responsible for a cohesive and impactful Customer Success function that helps BMC customers on their journey to an Autonomous Digital Enterprise. She also serves as the chief customer advocate, or the voice of the customer, focused on developing and implementing a value-driven customer success program that champions our customers and keeps them at the center of all we do.
An accomplished customer success executive, Eduarda has over 25 years of leadership experience within Presales, Partner, Professional Services, and Customer Success organizations as an executive vice president with global responsibility.
Before joining BMC, she was executive vice president and CCO at PTC and led worldwide Customer Success, Professional Services, and the Cloud Services business. Prior to PTC, Eduarda worked at several industrial companies and as a freelance journalist.
As a true global citizen Eduarda brings diverse cultural experiences to the team from living and working in EMEA, APAC, and North America. She is engaged with a number of organizations and industry associations that support the development and excellence of customer success teams and is an avid supporter of initiatives that elevate talent in the organizations.
Eduarda and her husband live in Boston, enjoy hiking, reading, jigsaw puzzles and spending time with the families back in Lisbon and Barcelona.
Kathy-Anne “KAM” McManus is an executive with global experience leading, creating, growing, and managing profitable Software, Sales, and Services business units around the globe.
She currently sits on CDK’s Executive Leadership Team (ELT) as EVP, Chief Customer Officer (CCO). In this newly created role, KAM will own the post-sales experience for all customers across Professional Services, Customer Success, Learning and Performance, Customer Care, and Consulting. KAM’s primary responsibility will be to drive customer satisfaction, retention, and loyalty—maximizing the value of CDK solutions while continuing to improve NPS and ensuring profitability and efficiency for the business.
KAM joins CDK from Avid Technology where she served as the company’s first Chief Customer Experience Officer as it expanded its customer success strategy to enhance customer touchpoints and provide exceptional experiences. In a career that spans more than three decades, she also held senior leadership roles in the service and support organizations of technology providers including Adobe, Amdocs and Ericsson and telecommunications operator Telstra.
Having lived and worked on three continents, KAM has extensive global experience implementing business process change, organizational effectiveness, and technical solutions in the ever-evolving world of software sales and delivery.
Kellie Capote is the Chief Customer Officer at Gainsight - the Customer Success Company. Kellie has spent the last five years involved in building and leading the success organization at Gainsight. In her current role as CCO, she leads the post-sales organization at Gainsight that includes the CSM, Support, Professional Services and CS Ops & Scale orgs. She is deeply focused on driving positive business outcomes for their customers along with exceptional customer experience. She has a passion for the mission-critical role that CS plays within organizations as a growth engine for their business and is dedicated to helping define this vision and strategy for others.
Prior to Gainsight, Kellie has spent her career in customer-facing roles spanning across sales, account management and customer success, with a background in HCM. She has found her forever home in customer success at the intersection of what she is energized by most - forging prosperous customer relationships and professional growth for teammates.
Kellie and her husband live in Austin, TX with their two daughters, ages 7 and 9.
At HPE, Megs Suratkal leads HPE GreenLake global customer experience and customer success organization. His team plays a critical role in partnering with customers to help achieve their targeted business outcomes, maximize their HPE investment, and transform their aaS experiences into unparalleled value in their digital transformation journey across cloud, on-prem and hybrid environments. Megs brings over 25 years of experience in uniting distributed teams, driving innovation and transformation to deliver improved customer outcomes. Megs has extensive experience in the services business, ranging from technical support, renewal management in perpetual, SaaS, cloud licensing models, and customer success. He takes accountability seriously and has a strong track record on delivering customer and financial commitments, accelerating net retention outcomes, overall account growth and increased customer lifetime value.
Megs is based out of Boston, Massachusetts and lives with his wife and and his yellow Labrador retriever named Ren. He hikes to connect with nature, explores new trials with his dog, a Formula 1 fanatic, a drummer, plays squash with friends, a pilot, a foodie and a open-source geek.
Srivatsan Vaiyakarnam is SVP & Chief Customer Success Officer at NetApp, a Cloud-led Data-centric Software company. Customer Success organization at NetApp is responsible for ensuring customers are accelerating their Digital transformation journey using NetApp products. At NetApp, Srivatsan is responsible for Customer Support, Customer Success, Professional Services and Hybrid renewals. Prior to his current role, he held several General Management & Customer Success leadership positions at Informatica LLC including Global Customer support, Customer success and served as Managing Director of Informatica’s largest global center in India.
Srivatsan holds a master’s degree in computer science from University of Madras. He resides in the San Francisco Bay area with his family.
David Sunderland serves as the Head of Customer Experience (VP CX) at Nozomi Networks, the leading cybersecurity company specializing in OT, IoT, and Critical Infrastructure protection.
Bringing over two years of dedicated service to Nozomi Networks, Dave's role encompasses the orchestration of Post Sale Customer Experience and oversight of the Customer Journey. In his capacity as Head of Customer Experience, Dave leads Customer Experience, Professional Services, Technical Support, Training, Operations, and Documentation. Through the implementation of cutting-edge workflows, introduction of automated systems, and establishment of streamlined processes, he has standardized the customer experience and significantly enhanced operational efficiencies. Under Dave's stewardship, Nozomi Networks has maintained the top position in Gartner's OT/IoT Vendor ranking and average customer satisfaction rating of 90% that fuels nearly 100% customer logo retention.
Preceding his tenure at Nozomi Networks, Dave distinguished himself as the VP of Customer Success and Operations at Aurea Software, where he spearheaded initiatives to refine the customer experience and elevate customer retention rates. His career also features pivotal roles as the Senior Director of Customer Success and Operations at Forcepoint, and as the Director of Customer Experience at Clinisys (formerly Sunquest Information Systems).
Outside the realm of professional endeavors, Dave thrives on outdoor adventures with his cherished family. He calls the picturesque Great Smoky Mountains home, where he resides with his amazing wife and inquisitive son.
Mark has more than 25 years of experience in Corporate Performance Management (CPM). He has experience from all sides of the CPM software journey – as a CPM customer; also managing pre-sales & professional services teams for software organizations; and serving as Grant Thornton, LLP’s CPM practice National Managing Partner. The confluence of these collective experiences drives Mark’s Customer Success thinking and approach. As Vice President of Customer Success at OneStream Software, Mark is dedicated to helping organizations optimize their financial operations by maximizing the value the OneStream CPM platform provides.
OneStream Software provides a market-leading intelligent finance platform that reduces the complexity of financial operations. OneStream unleashes the power of finance and operations by unifying Corporate Performance Management processes such as planning, financial close & consolidation, reporting and analytics through a single, extensible solution. We empower the enterprise with financial and operational insights to support Extended Planning and Analysis (xP&A) for faster and more informed decision-making. All in a cloud platform designed to continually evolve and scale with your organization.
Mark holds degrees in Finance and Economics with Minors in Accounting and Business Management from Baker University where he attended on a soccer scholarship. He also has certifications in Executive Conversations as Manager Coach, Demo2Win & Execute2Win, Sandler Sales Training and has been a Senn Delany Unfrozen facilitator. In the past Mark has served as an Executive Board Member for the University of Kansas business school academic advisory board, the YouthFront – Over the Edge Sponsorship Committee Chair, and as an information and technology advisor to the National Center for Fathering and the United Way of Kansas City.
Some interesting facts: Mark lives in suburban Kansas City with his wife Tania, his two kids, Amelia and Tate, and their two rescued dogs (Nala and Zena). Mark enjoys snow skiing and generally being in the mountains with his family & friends, and still plays soccer, although at a much slower pace.
Alex Trauzzi is a Vice President within Salesforce’s Customer Success Group (CSG). Salesforce’s organization focused on creating sustainable customer success for customers of every size and in every industry. Alex has been at Salesforce since 2005 and during that time he played a pivotal role in many of the success programs used today at Salesforce. He led the creation of Salesforce's escalation management program, circles of success roundtables, low touch/scale programs team, portfolio management program, and the new engagement-based model for success.
Prior to Salesforce, Alex built his 25-year career in high tech at various consulting and software companies helping customers across all industries drive impact and business value from their deployment of enterprise software.
Dave Repczynski is SVP of Customer Success at ScienceLogic, focused on transforming the post-sale customer experience for continued rapid growth and delivering the company’s AIOps ITOM value promise at scale. He leads the Customer Success, CS Architects and Technical Support Teams, with cross company responsibility of enhancing customer journey operations, satisfaction and business value realization.
His success transforming customer-centered operations spans more than two decades, most recently for 10 years at CA Technologies as VP of Global Customer Success and Support and formerly at CGI and multiple vc-backed early stage startups.
Dave lives in New Hampshire with his wife, daughter and dog Murphy where escaping to the solace of the mountains happens as often as possible. He holds an MBA and a B.A. in German linguistics from the University of Maine.
Brent Cogswell is the Head of Customer Success for Schneider Electric leading the global transformation to define and implement a growing Customer Success practice supporting all recurring revenue. Schneider Electric a multinational company providing energy and automation digital solutions for efficiency and sustainability. Since recurring services are expected to grow twice faster than the rest of the group Customer Success is critical to support this.
Previously Brent was VP of Customer Care for NAM where he led the transformation to drive revenue and efficiencies by leveraging digital and low cost locations. He brings 25+ years of leadership experience. With roles in regional support, direct account management, global process, Customer Care, and finally Customer Success. He has led global organizations of 600+ employees, he has developed proven leadership and people development skills, international experience and accumulated many examples of global, operational and customer success.
Brent lives in Rhode Island and is based out of Boston, MA USA. He is married with three grown children. Passions outside of work are boating, skiing and hiking
Khalid Shaikh is the Director of Development at BMC. Before BMC, he led the Customer Enablement team at RiskLens and developed product training and certification.
Khalid has 20+ years of experience building education products, solutions, and businesses at PeopleSoft, Business Objects, ArcSight, and DataStax. He also worked internationally for IBM and HP as a systems engineer. Khalid holds a BS-EE from the NED University of Engineering & Technology, Pakistan. He resides in the East Bay Area of San Francisco. Khalid enjoys traveling, sampling different foods and wines, and listening to Indian classical Sufi music, modern jazz, and classic rock.
Beth Carroll leads the Global Practices team in Ceridian’s Services organization. Global Practices consists of Education, internal Enablement, North America and Offshore consultants, and Partner Success Programs. As part of Beth’s remit, the Global Learning Services team drives education, adoption, knowledge, and empowering users of Dayforce and other Ceridian applications across the company’s ecosystem – inside and out. Her team is currently embarking on an exciting chapter to rethink learning for customers, incorporating innovative technologies, more forward thinking about just in time learning, and a review of reliance on traditional classroom teaching.
Beth joined Ceridian from IBM Cloud Services. Prior to IBM, she was in Customer Success, Support and Services leadership roles at Varicent, Oracle and PeopleSoft. Her software career has also given her a front seat to seven M&A transactions as both the acquirer and acquiree. Beth and her family moved to Plano, Texas and she loves discovering the interesting things the Dallas area has to offer.
Linda Moss is Director of Cloud Learning Services at Google. Her remit is to ensure that Google Cloud customers, partners and technical googlers have access to key learning programs to develop the skills and capabilities they need to be successful in their roles. Additionally, her team focus on developing the next generation of cloud specialists ensuring that those coming into the field are able to acquire and develop the skills they need to have careers in cloud
Linda has over 30 years experience in the training and enablement field. Prior to joining Google Cloud in 2020, she held VP leadership positions in the education and learning field at Anaplan, Palo Alto Networks, NetApp, Juniper Networks and BMC.
Linda received a Ph.D in Continuous Education from the University of Kent, Canterbury UK and an MBA from City University of Seattle
Bill Horzempa leads the Hewlett Packard Enterprise Educational Services Global Delivery team. In this role he is responsible for the worldwide delivery of HPE’s customer, partner and technical employee education curriculum. In addition Bill is responsible for developing the programs and tools to ensure HPE customers can find and take the training they need to stay current on HPE’s and industry emerging technology products and solutions.
Previously Bill was a founding member and the Chairman of the IT Certification Council, which works with individuals, employers and test sponsors to ensure that IT certifications confirm that certified individuals have the right skills to perform on the job.
Prior to joining HPE Bill held a number of senior positions within Compaq, Digital and General Motors, including leading Digital’s Americas pre-sales technical organization, Compaq’s field support technical centers and developing real time solutions in the automotive industry.
Bill has over 25 years of technical, education and leadership experience and holds a B.S. in Electrical Engineering, M.A. in Business and is a registered Professional Engineer in the states of Massachusetts and Michigan.
Jillian Alexander is the global VP of Learning Services at OpenText, responsible for the customer learning strategy, content and product development, training delivery and adoption services. With more than 20 years experience in strategic global roles at enterprise software companies, Jillian has broad executive expertise across sales & operations, service & SaaS delivery, product & content development, EdTech, go to market, and ecosystem enablement; customer, partner, employee and workforce strategy.
Prior to joining OpenText she held senior roles managing global learning organizations to develop and execute digital transformation, acquisition and integration, standardization, and continuous learning initiatives delivering scalable and high growth businesses for industry leaders including, Cognos as the Director of North American Education, IBM as the Global Education Business Unit Executive for IBM Analytics, Kinaxis as the Global VP of Knowledge Services, and most recently as the Chief Revenue Officer for LearnExperts.
Jillian holds a BA from Saint Mary’s University and an Applied Information Technology diploma from ITI in Halifax Nova Scotia and is a returning TSIA Education Services Board Member and long time Cedma member. In her spare time Jillian loves to travel, she has a Victorian home that serves as an ongoing renovation project and is an avid runner and fitness enthusiast.
Karl Reynolds is the Senior Director 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, Karl held many different leadership roles in education services at Business Objects (now part of SAP), PeopleSoft (now part of Oracle) and Lawson Software (now part of Infor). Karl is passionate at leading and growing the sales engine of an education services business. Throughout his career, he has also had the opportunity to take many innovative and very successful learning offerings to market. Karl received his degree from Virginia Tech. He and his family currently reside in Cary, North Carolina.
Jan is the global head of digital learning solutions and product knowledge portfolio at SAP. Jan has a track record of managing large, global organizations and budgets, developing and executing transformation strategies and has lead acquisitions on behalf of SAP. He has lived and worked in locations like Germany, UK, India, Sweden, France, and the US.
In Jan’s 20+ years of business software experience knowledge transfer and learning has been the red thread. In recent years, Jan has been leading SAP’s transformation to digital learning. Today, SAP has over 1m learners learning digitally.
Previously, Jan has held various global management roles amongst others in consulting for CapGemini and Accenture and in product management, business development, and education services for SAP. Jan has developed a knowledge management program in partnership with INSEAD in Paris, France.
Jan holds a Masters degree from Group Ecole Supérieur de Commerce (Marseille, France) and a BA Hons in Business Administration and International Management, from the Hochschule fuer Wirtschaft, Department of Economics (Bremen, Germany). He has also passed the SAP Strategic Management Program delivered by INSEAD, LBS and Wharton as well as the Finance and Accounting program for non-financial Executives delivered by Stanford BS. Jan speaks German, English, French and Swedish.
Dr. Ashley Hodge is the Director of Xcelerator Academy at Siemens Digital Industry Software. Her mission is to engage and excite Siemens’ Xcelerator learners through a seamless end-to-end experience with Xcelerator Academy. Additionally, her team focuses on developing and bringing high quality and competitive learning offerings to market for software users. Xcelerator Academy is determined to deliver best-in-class training to increase user productivity and support customers in realizing value.
Ashley has covered various leadership roles within Siemens. For the last several years she has built a Curriculum Management organization that takes a “digital first” approach and sets the industry benchmark for curriculum development. Under her leadership, the team has developed and now maintains over 2000 hours of unique, commercial learning content and leverages 100’s of subject matter experts from across the company for curriculum development, managing 25’000+ working hours year over year.
Ashley has over 10 years of education and learning experience, is recognized as a thought leader in learning and holds an Ed.D in Education and Instructional Design, an M.A. in Educational Studies and a B.A. in Business Administration in the state of Pennsylvania.
With more than 20 years of experience in high tech, Eric’s experience spans multiple areas including user experience, strategy, software development and engineering, direct and indirect sales and post-sales enablement and readiness, and customer education.
At Splunk, Eric enables Splunk’s pursuit of a disruptive new vision to make machine data accessible, usable and valuable to everyone to turn data into doing - through enablement and education. Leading a Global Enablement and Education team, he drives strategy development and execution by proactively working with Customers, Partners, Customer Success, Sales, and Engineering to innovate, develop and deliver learning solutions that build capabilities globally to ensure the world can bring data to every question, every decision and every action and thrive in the Data Age. Prior to joining Splunk, Eric was at Visa briefly and then NetApp for 10+ years where he held multiple leadership roles focused on learning and enablement. The last 4+ years at NetApp, Eric was VP, Global Enablement and Education, and Head of NetApp University. In this role, Eric was responsible for delivering timely, innovative and effective programs that accelerate performance improvement to achieve business outcomes. With industry recognized certifications and comprehensive learning solutions, he ensured that NetApp employees, partners and customers globally had the skills required to effectively build, sell, architect, deploy, and manage solutions that address NetApp’s clients most challenging data needs now and in the future.
Prior to joining NetApp in 2009, Eric held multiple global leadership roles in his 12 years at IBM across Information Management Software Engineering, Sales Enablement and Research.
Eric lives in San Jose, CA and is married with 3 children. In addition to family, participating in all sports – especially competitive swimming and running, hiking outdoors, learning and guiding others on how to become their best self through learning is what drives him.
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.
Drew is Head of Service Industrialization at Endress+Hauser, a part of Corporate Service Excellence which supports the Global Service Operations consisting of over 50 Service & Sales Centers globally. Since 2017, he has led the Global Service Digital Transformation within the scope of his role. Drew is responsible for the Global Service Delivery System which provides the processes and associated IT to deliver Support, Field, Workshop, Managed and Optimization Services.
Prior to Endress+Hauser Drew spent 20+ years with operational roles within Tier 1 Automotive Suppliers, including plant General Management, in Canada and the US.
Drew is based in Lörrach, Germany, has three children and holds a Bachelors in Industrial Engineering from Ryerson University in Toronto, Canada.
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.
Scott Webb is the Vice President of the HPE Services, Customer Experience Americas organization. As the services account management and delivery arm, we deliver to our customer commitments 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 1991 and has held a number of global and regional leadership positions in remote services, field services, and customer experience and quality.
Based in Alpharetta Georgia, Scott is married with two children and one grandchild, is active in his church and a sits on a number of non-profit boards.
Pierre Malboeuf is an accomplished healthcare industry leader with 25+ years’ experience in Field Service Operations. In partnership with the executive management team, Pierre cultivates best in class performance and has enabled increasing organizational capacity through streamlining complex processes and enabling a customer first mindset. In his current role, Pierre focuses on driving excellence in service delivery through team transformation and creating a performance focused foundation leading to targeted and effective results.
As an Airforce Biomedical Engineering alumnus, Pierre served in various Clinical Engineering environments and conducted operations on behalf of the State Department in Guatemala and El Salvador. Post his military service, Pierre served as the Clinical Engineering Imaging Department Manager at the University of Pittsburgh Medical Center. He holds an MS in Organizational Leadership and leads the Hologic Field Service Americas team which is a $400M P&L with 520 Field Service Engineers supporting an install base greater than 100K comprised of Mammography, Molecular Diagnostics: Cytology, and Surgical product lines.
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 serves as the Senior Vice President of Global Services for the Sending Technology Solutions business unit at Pitney Bowes. His responsibilities include oversite of global professional services, field service, and support services delivery to clients in the North American, European, and Asia Pacific regions. His teams deliver a variety of web, remote, and onsite services to clients in support of Pitney Bowes hardware, software, and SaaS product lines. The team collaborates and integrates cross-functionally with Sales, Marketing, Engineering, and Product Management to plan and deliver Pitney Bowes business objectives, with a focus on outstanding client service experience.
Scott has over 25+ 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 operations management. Prior to joining Pitney Bowes, Scott held positions at Qualcomm and Aon Consulting in commercial off-the-shelf software development and delivery practices. His early on engineering roles combined with direct voice of client and service linkages laid the foundational elements of his strategic and tactical service operations planning and execution today.
Scott holds a Bachelor of Science degree in Computer Science from North Carolina State University, Raleigh, North Carolina, USA. Additionally, he holds industry certifications and training in Agile Methodologies, Software Development, Business Analysis, Six Sigma, Process Management, and Project Management. In addition to serving on the field services advisory board for TSIA, Scott is involved in additional professional organizations including the Project Management Institute (PMI), the International Institute of Business Analysis (IIBA), and Scrum Alliance.
Scott is a North Carolina native and resides near Charlotte, NC with his wife Rebecca.
Kinga Sieradzon is the Vice President Next Generation Services at Tetra Pak. The primary mission of her team is to transform the ways of working in Services to support further profitable growth and to improve Customer Experience. Digital transformation and high focus on teams’ empowerment are the cornerstones of the transformation. She as well leads strategic planning, project management, maintenance management and order to cash process support teams.
Prior to her current role, Kinga lead Poland & Danube Market Area (Poland, Czechia, Slovakia, Hungary) as Managing Director where she was responsible for the 250 mio Euro business of food processing and packaging capital equipment, packaging material and services.
Kinga has over 25 years of experience in Food & Beverage Industry in business-to-business context. She is an Executive with international experience in strategic planning, sales, operations both on a corporate and regional level. She is a passionate leader who gets motivated by helping the teams to reach higher levels of performance and stretched goals.
She is based in Lund, Sweden and holds MBA degree of IMD – International Institute for Management Development in Lausanne, Switzerland and Master degree in philology from Adam Mickiewicz University in Poznań, Poland.
Dan Fechalos joined Burroughs as Chief Operating Officer in December of 2019.
Before joining Burroughs, Dan held various leadership positions at Convergint Technologies, NCR, and Diebold Nixdorf, where he successfully led dynamic and complex teams across the U.S. and Canada. His extensive experience in building and leading teams in the areas of program management, field operations, and service infrastructure—as well as managing national account relationships and sales leadership—is key to Burroughs’ operational transformation initiatives. Dan has a proven track record in the development and execution of business growth and continuous improvement initiatives aimed at expanding market presence, improving service, promoting customer relationships, and increasing revenue.
Dan holds a master’s degree from North Central College and a B.S. from Southern Illinois University.
Jesse Reed has spent his career leading and advising clients to realize business and mission value from IT investments. Jesse started his career as an engineer where he achieved his CCIE at the age of 22 and gained experience designing, deploying, and operating the largest enterprise networks globally. Over the years, he has led architecture, design, and deployment services to both Fortune 500 companies and Public Sector organizations while working for vendors, independent consulting firms, and as a founder of a software firm focused on business rules management. In his current role at Cisco, Jesse leads Customer Experience Automation and Cisco Managed Services businesses. Jesse is known as an entrepreneurial leader who thrives on developing business and mission solutions where strategic alignment, developing talent, and creating empowered teams define his legacy. He has utilized his passion for developing talent as the Americas executive sponsor for Emerging Talent at Cisco. Jesse's “competing to win” mindset and general manager approach to business has made him a sought-after thought leader in the industry, with clients, and within Cisco.
On a personal note
Jesse is a proud father of two children Isaac (17) and Vienne (14) with his wife Barbara. In his spare time, Jesse is a hobby farmer and raises and trains Tennessee Walking horses to compete in the show ring. He currently has 5 World Grand Champion horses in his stables competing for top honors in the breed.
Janna Steinman is Vice President of Enterprise Solutions and Architectures at CompuCom where she’s held varying roles in pre-sales solutions support for over 10 years. Her global team is responsible for developing managed services solutions with a focus on digital dexterity and enhancing the end user experience. Her team is also responsible for proposal production, competitive, account and pricing intelligence. She has a passion for leading services solution teams focused on new business sales pursuits and strategic deals with a strong focus on value propositions and positive business outcomes.
Prior to joining CompuCom, Janna spent 12 years at Unisys Corporation also focused on the IT Outsourcing market. Janna received her B.A. in Political Science and Spanish and an M.P.A, both from Rutgers University
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.
Peter Lacoste leads the Managed Cloud Technology Enablement Services business. In his new role, he is responsible for building a new Cloud Services organization focused on defining and driving the evolution of the Managed Cloud Services technology strategy in support of Dell’s cloud journey and building the technology platform.
Prior to his current role, he led the Dell Technologies Managed Services business. He was responsible for setting the strategy, driving execution and creating best practices for the Dell Technologies Managed Services team.
Through his leadership he enables Dell Technologies’ customers to realize business value by providing them with a choice of flexible consumption models and by delivering cutting edge innovative multi-cloud Cloud and Dell Technology IT solutions.
Since joining EMC in 1997, Peter has held multiple senior leadership roles in EMC, including leading the Asia Pacific/Japan (APJ) organization where he had responsibility for EMC’s Professional Services, Presales, Consulting and Support services teams.
Peter was also responsible for building out the Virtustream1 services business providing mission critical application services on multi-tenant enterprise cloud and Private cloud solution.
Peter is based at Dell Technologies headquarters in Hopkinton, MA. He holds a Master’s degree in Technology Management from the University of Queensland, Australia. Peter is also a foundation member of the TSIA Managed Services Board.
Note: 1. Virtustream, a Dell Technologies Business, is the enterprise-class cloud service and software provider trusted
Charlotte Baker co-founded Digital Hands, a cybersecurity company recognized as an award-winning pioneer in managed security services with 100% US-based delivery supporting enterprise clients. Under Baker's leadership, Digital Hands gained national recognition as a five-time Star Award Winner with the Technology Services Industry Association (TSIA) for Innovation in the Delivery of Managed Services, Complex Application Support, Customer Commitment, Integrated Services Excellence, and Innovation in Leveraging Analytics for Service Excellence. Digital Hands received the TSIA Star Award Hall of Fame for Lifetime Achievement for Outstanding Service. Baker has been the recipient of numerous personal accolades over the years. Tampa Bay Tech named her the “2021 Tech Leader of the Year”. She was named one of the Gulf Coast Business Review's "50 Most Powerful People on the Gulf Coast", awarded the "Lifetime Achievement Award" from eWomenNetwork, recognized by CEO Magazine with the "CEO of the Year" distinction, named Tampa Bay Business Journal's "Business Woman of the Year – Technology" and has been honored to be included in Florida Trend’s 2018, 2019, 2020 and 2021 "Florida's Most Influential Business Leaders." Baker is a frequent guest speaker on building entrepreneurial companies, advocating women in technology, and new services development in the cybersecurity industry. Baker is the incoming Chairman of the University of Tampa's Board of Trustees for 2022-2023, serves as the current Chairman of the Board for the Tampa Bay Wave and is on the advisory board for TSIA's Managed Services discipline. She has held various board and officer positions for WIPP (Women Impacting Public Policy), the Tampa Bay Technology Forum, and is a member of the Society of International Business Fellows (SIBF.org). Baker earned a Master of Business Administration degree from Darden and a Bachelor of Science degree in Commerce with dual concentrations in Management Information Systems and Marketing from the University of Virginia's McIntire School of Commerce.
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.
Bob Gleisner is the Chief Financial Officer of OneNeck IT Solutions, LLC. Bob started as a financial analyst with OneNeck’s parent company in 1991. Prior to becoming OneNeck’s CFO, Bob was responsible for a variety of functions, including procurement, contract negotiation, supplier relationship management, operational strategy and leading a Shared Services organization for the enterprise.
Bob holds an MBA with accounting emphasis from Edgewood College in Madison, Wisconsin; a Master of Science degree in Finance from the University of Wisconsin—Madison; and a Bachelor of Arts degree in Finance with accounting emphasis from the University of Wisconsin—Whitewater. He is also a Certified Public Accountant (CPA) and Certified Management Accountant (CMA).
Bob resides in the Madison WI area and enjoys being outside golfing, playing tennis, hiking and bicycling.
Mark Davis is an experienced cloud software executive working with SaaS companies for 20 years across multiple operational and strategic leadership roles. Mark believes in purpose-driven organizations, relentlessly focused on his customers’ success while providing highly innovative and disruptive technologies. He seeks to cultivate a culture that enables creative, risk-taking, and highly engaged teams to perform their best.
Over his career, he has combined 20 years of Internet and non-profit industry experience together across multiple departments including sales, marketing, services, support, and (most recently) product management. Areas of thought leadership expertise have included peer-to-peer fundraising, crowdfunding, federated non-profits, SaaS, social media, and online advocacy. Mark has been fortunate to directly work with some of the largest nonprofits in the industry, such as American Heart Association, American Diabetes Association, Big Brothers Big Sisters of America, and Arthritis Foundation, helping them to develop and expand successful online fundraising and marketing programs. In his spare time, he enjoys time with his family, especially when visiting Disney World, and taking advantage of everything that the Charleston, SC area has to offer.
Dan leads Cisco’s Customer Experience (CX) Pricing Center of Excellence. The CX Pricing Center of Excellence is focused on building a cohesive monetization strategy across all Support, Professional Services, Managed Services and Lifecycle offers. In collaboration with internal and external stakeholders, Dan brings his passion for industry research, economic modeling and partnering across various Cisco functions to create an integrated portfolio & pricing solution that optimizes the value exchange for its customers & partners.
As one of Cisco’s longest tenured employees with over 30 years of continuous service, Dan lives by the motto – one company, many careers. In his time with Cisco, he has lead global across many organizations including leadership roles in Sales & Marketing, Business Entities and Customer Experience.
Dan is a California native currently living in the bay area where he and his wife of 30 years, Karen, raised their now young adult sons. An avid outdoor enthusiast, Dan enjoys fly fishing, golfing, snowmobiling, backroads traveling and his latest passion pickleball. As a student athlete attending the California University at Chico, he earned a BS in Finance & Accounting.
Patrick Mooney joined Dell in 1999, and in that time has held several global leadership roles across the company in Portfolio Management, Cloud Computing, Support & Deployment Services, Managed Services, Consulting, Sales Operations, and Technology.
Before joining Dell, Patrick had a distinguished career with the United States Army where he held the rank of Captain. Patrick earned a Bachelor of Science in Electrical Engineering from Purdue University and holds a Master of Business Administration from the University of Texas at Austin.
Patrick is an active supporter of charities focused on healthcare, education, and children. He lives in Austin, Texas, and in his free time enjoys spending time with his family, being outdoors, playing sports, and fishing.
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.
Chris joined HP, Inc. in 2022 and is responsible for the company’s global managed device portfolio.
Before HP, Chris was with Pure Storage where he led the company’s customer experience portfolio team including support, professional and partner services.
Before Pure, Chris was Vice President of Customer Experience at Cisco where he led the product management, marketing, and portfolio operations teams for the company’s $10B Technical Services business.
Chris holds an M.S. in Science and Technology Commercialization from the University of Texas at Austin. He lives with his wife and two daughters in San Ramon, CA.
Jodie Paxton is the General Manager of the Unified Support Portfolio where she leads a team responsible for developing commercialized services that improve the customers' utilization of their Microsoft investment.
With over 20 years as a strategist and thought leader in the services technology industry, Jodie has held various leadership roles where she was responsible for developing and marketing service offer portfolios, advisor on contract renewal management best practices, driver in the evolution of partner programs and key stakeholder for significant change management within support delivery organizations.
Prior to joining Microsoft Jodie was Director of Cloud Customer Experience Offers at Google Cloud and has held service focused positions at Technology Service Industry Association (TSIA), Oracle, Genesys, and Sun Microsystems.
As vice president of software strategy for NI’s portfolio business, Shelley Gretlein is focused on empowering NI’s broadest set of customers through our world-class software capabilities. In her previous role as vice president of brand and communications, she led one of the most successful rebrands in the test and measurement market. She continues to focus on inspiring, educating, and empowering engineers and enterprises around the globe through the significant differentiation of NI’s tailored, software-connected approach. Prior to that, Shelley spent nearly 15 years leading the development, product strategy, and product marketing of NI software. And starting as an NI applications engineer 20 years ago provided her key insights into customer needs, challenges, and opportunities.
Shelley has been involved in industry consortia on robotics and industrial control, the CMO Club, test leadership forums, embedded advisory boards, Digital Transformation forums, and Internet of Things (IOT) technology. She has a passion for empowering future engineers and is on the executive board for Girlstart, while remaining active as a leader and volunteer for FIRST® Robotics Competition and other STEM-related groups. She’s also an active board member for Austin Police Operation Blue Santa, which helps more than 25,000 families in the Austin community.
Shelley holds a dual bachelor’s degree in computer science and engineering management with minors in French and mathematics from Missouri University of Science and Technology. She’s also completed several executive education courses from L’Université de Lyon, the University of Texas at Austin, the University of California at Berkeley, and the Kellogg School of Management.
Alex Gershman is Head of Strategy and Innovation for US Services at Schneider Electric. Alex has responsibility for the development and execution of Schneider’s three-year strategy and one-year plans for Electrical Distribution, Critical Power, and Industrial Automation Services – including the transformation of the Services team from predominantly a “break-fix” organization to a more digital, predictive and outcome-based organization. Additionally, Alex’s team leads the “Innovation Hub” for Services in North America, developing and incubating new Services offers. Over the past few years, Alex has been a frequent speaker at TSIA conferences, candidly discussing the successes and challenges of Schneider’s “Outcome-Based Services” transformation.
Prior to his current role, Alex built new capabilities in Strategic Accounts, Sales Operations and Customer Experience within Schneider. And prior to Schneider Electric, Alex led Product Development and Analytics at edo Interactive, a FinTech startup that developed “card-linked offer” technology. He also spent many years at the Corporate Executive Board (now part of Gartner), building new consulting businesses in HR and B2B Sales.
Alex resides in Northern Virginia with his wife, two sons, and his parents – all of whom have slowly learned how to peacefully co-exist through the pandemic. Alex is a former Jeopardy! champion and $100,000 Pyramid grand prize winner.
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.
Gregory (Greg) Marchwinski has been in the technology and services business for 38+ years.
Prior to joining Alteryx, Greg served as the VP of Customer Success at Epirus, Inc. which is a weapons system company using high power directed energy to impact electronics and Unmanned Aerial Vehicle. He was responsible for Sales Engineering and all post-sales services including Professional Services, Field Service Engineering, Support, Training & Enablement and Field Test. Before that, Greg was the VP of Global Services at Transmit Security – an Identy and Access Management software provider in the cybersecurity space. Greg ran all post-sales services teams. Prior to Transmit Security, Greg was VP of Global Professional & Focused Services at Palo Alto Networks for 4+ years. During Greg’s tenure, he helped expand the Professional Services and Technical Account Management teams from 90 people to over 550 worldwide while growing revenue from $28M annually to over $180M. Greg also held a similar leadership position at Juniper Networks running their Professional Services team globally. Greg also held executive leadership positions at AT&T, Sun Microsystems, and several other startups.
Greg holds a BS in Applied Mathematics/Computer Science from Carnegie-Mellon University and an MBA from Rollins College. He lives in Longwood, Florida with his wife Ruth and Old English Sheepdog Royce. Greg has 3 successful adult children and 4 wonderful grandchildren.
When not focused on Services, Greg enjoys golfing, spending time on his boat and doing offshore fishing as time permits.
Sofia Barbosa is the Vice President of Worldwide Delivery Services at BMC Software. BMC works with 86% of the Forbes Global 50 customers and partners around the world to create their future. BMC helps organizations free up time and space to become an Autonomous Digital Enterprise (ADE) including technology tenets and operating model characteristics that support transformation, with actionable insights, business agility and customer centricity as enablers to achieve optimal outcomes.
Sofia has worked in the technology Professional Services industry for over 20 years managing and building global delivery centers networks and leading world class professional services organizations for product led companies, on startup/ scale up environments.
Prior to join BMC Sofia led Professional Services organization at OutSystems, a leader on the Low Code Application Platforms market and developed a services organization focused on product growth and impact of services on product led companies whilst working alongside delivery partners to ensure product adoption, growth and enablement. Sofia also worked at Fujitsu Technology Solutions where she held several roles from managing global support services for Forbes 500 companies and setting up global delivery centers and global practices at scale, on 24/7 365 days/year follow the sun approach.
Sofia is passionate about building high performance teams and nurturing and developing talent. Sofia actively participates as a mentor in several Professional Women Networks and was named by Expresso and FAE as one of the top 40 under 40 leaders of the future in Portugal for two consecutive years.
Outside work Sofia is a mother of 2 young daughters and loves to travel, read, fashion and spend time with family and friends.
Rick is the Vice President of Professional Services at Computacenter, a global industry leading Technology Solutions Provider. Rick joined Computacenter in November 2020 through the acquisition of Pivot Technologies Solutions. In his role he is responsible for US Professional Services and is tasked Services strategy, offer development and delivering value-added Advisory, Implementation and Contingent labor services that Computacenter offers to its customers. These services are offered across the Computacenter footprint and deliver high quality, value-based outcomes for customers based on industry leading methodologies.
Rick has worked in the technology Services industry for over 20 years managing and building Service delivery and Solutions organizations. Previously, he served as Vice President of Professional Services for Sigma Solutions. In this role, Rick evolved Sigma’s consulting and implementation engineering capabilities to include a holistic view of each customer’s business and IT challenges as they transition to Data Center, Cloud, and End User Computing Technologies. Prior to joining Sigma Solutions Rick served in various Professional Services and Managed Services roles at leading Services organizations.
In Rick’s leisure time he enjoys traveling with his family, golf and perfecting his BBQ skills.
Chris Quirk is a 25-year Dell Technologies veteran and an established leader in Services. He currently leads Dell’s Global Professional Services organization, which consults, deploys and manages Dell services across Infrastructure and Client solutions, and responsibly recovers and recycles tech assets after end of life. He is responsible for the Global Professional Services portfolio, strategy, delivery, and overall management of a $3.5B P&L.
His organization services 147 countries and consists of ~8,400 service professionals plus additional capabilities from Dell’s 275+ global partner network. Chris is known for driving transformational change, a world class customer experience and operational & delivery excellence.
Chris began his career at EMC in remote services and excelled in all the technical and leadership roles within the Customer Service Field team, culminating with leading the Global Technical Support. He has also led the Global Field Services team, and most recently the Professional, Managed & Field Services team. Chris lives in Southborough, Massachusetts and is a proud father of three children.
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.
Kristina Nieves is the Vice President of Professional Services at Greenhouse, the software company with a mission to help companies deliver measurable hiring results so they can build, grow and hire for what's next. As a founding member of the Professional Services organization, she is responsible for the strategy, services engineering, financial growth, and delivery of services focused on solution design, technical consulting, data migration, and implementation services. Kristina also leads an engineering team responsible for an enterprise integration platform enabling data integration across the Greenhouse partner ecosystem.
Kristina has worked as a technology services industry professional for over two decades building and leading services teams to address complex business challenges. Prior to joining Greenhouse, Kristina led the Professional Services organization for Genetec, a global technology provider of business intelligence, unified physical security, public safety, and operations. Kristina also worked within IBM Global Technology Services leading public sector transformation through the Smarter Cities division.
Kristina is a graduate of New York University, Tandon School of Engineering in Brooklyn, NY. She has a Bachelor of Science in Computer Science and has been a certified Project Management Professional (PMP) since 2003.
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.
Lee Palmer is the Executive Vice President of Infor’s Americas Professional Services organization. Lee’s responsibilities include delivering exceptional customer outcomes by harnessing industry expertise with a prescriptive delivery method while creating a learning environment for his team. He joined Infor in 2018 to lead the Americas strategic accounts.
Prior to Infor, Lee was the Senior Vice President and Americas Go to Market Leader at Hitachi Consulting. He spent 19 years there, responsible for the business development operating model with a focal on talent attraction and retention, new market penetration strategies, channel optimization, customer expansion, and demand generation.
Lee started his career at Andersen Consulting before it became known as Accenture, where he spent four years focused on system integration and process improvement. He also spent time at Grant Thornton, leading large client pursuits, taking on account leadership responsibility and growing organic sales capacity focused on manufacturing/distribution companies with an emphasis on supply chain excellence and customer-facing technologies and platforms.
Lee is a graduate of the University of North Texas and holds a Bachelor of Science degree in Industrial Engineering. He resides in Fort Worth, Texas.
Randy Mickey is the Senior Vice President of Informatica’s Global Professional Services organization, which provides strategic and solution delivery services to maximize customer return from their enterprise cloud data management portfolio.
Randy joined Informatica in 2011 to lead the Master Data Management (MDM) practice globally. He also spent time in the Sales organization leading the MDM business segment before stepping into his current role.
Prior to Informatica, Randy held consulting and sales leadership positions at several software and consulting services organizations. Randy lives in Chicago, IL with his wife Jill and their three children. He holds a BS in Finance from Syracuse University.
An industry veteran and a leader in companies such as Mavenlink, Accenture, 170 Systems, Kofax, and ACI Worldwide, Chris Scalia brings more than 30 years of expertise and best practices in professional services.
Currently, Chris is the Chief Client Officer at Kantata (formerly Mavenlink and Kimble), where he is responsible for leading the team and strategy to deliver Kantata products and services, enabling clients to become higher-performing businesses. His Customer Experience organization is comprised of closely integrated Professional Services, Customer Success, Support, and Training teams, responsible for driving successful outcomes across the entire customer lifecycle.
Prior to Mavenlink, Chris was SVP, 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.
Brad Jacobs is a seasoned executive with over 20 years of experience driving successful services sales and delivery to ensure customer satisfaction. As the SVP of Professional Services at MongoDB, he spearheads the strategic direction and operational excellence of the organisation's services offerings worldwide. With a deep understanding of customer needs, a passion for leadership development, and a dedication to delivering exceptional results, Brad and his talented global team play a key role in helping customers maximize the value of their MongoDB investments to achieve their business objectives.
Prior to joining MongoDB, Brad held key leadership positions at Fuze, Bazaarvoice, BMC Software and BladeLogic. Throughout his career, he has consistently built and scaled high-performing professional services and support organizations.
After growing up and studying in the US, he hopped across the pond with his partner Katherine to make London his home. When he's not championing services excellence, you can find him spending quality time with the apple of his eye – his daughter Arabella, running along the Thames, traveling the world, or savoring his favourite South African wines.
As the Global Delivery Leader, Shally is responsible for creating and executing Salesforce Professional Services’ global delivery and talent strategies to support Salesforce’s rapidly growing business.
Her international team of 400+ people:
• Lead delivery innovation effort that support consistent delivery across the globe
• Support global talent development and growth
• Drive high quality delivery through robust delivery governance and continuous improvement
• Support the business' tremendous growth through global delivery centers
Ms. Stanley’s 25+ years of experience as a management consultant to Fortune 500 companies has focused on achieving better business outcomes using innovative information technologies and practices.
Prior to her current role, Shally served as the Managing Director of Global Consulting Services and Solutions at Acumen Solutions for 15 years. She served as the Chief Technology Officer of Greenwich Technology Partners. Before that, Shally cofounded NetGain LLC ‐ a highly successful network consulting business which grew to over $5 million in revenue within three years. Shally began her career at McKinsey & Company. She has been regularly quoted as a subject matter expert in leading publications and has been a speaker at leading industry conferences. She holds a Bachelor of Science degree in electrical engineering from the Massachusetts Institute of Technology.
Sheryl leads the combined Professional and Installation Services and Program / Project Management Office (PMO) organization covering all the Americas for Toshiba Global Commerce Solutions (TGCS). This organization is comprised of over 200 professionals delivering high impact retail solutions to clients. In her role, Sheryl and team drive quality, on-time delivery of professional and installation services to retail clients allowing them to realize their desired business outcomes and return on investment. These solutions range from state-of-the-art self-service, mobile, online, and other point-of-commerce systems. Under Sheryl's leadership, the PMO also manages the delivery of our TGCS Software Portfolio roadmap.
Sheryl has 20+ years of progressive leadership experience directing product strategy, engineering innovation, and program growth for both software and hardware solutions at IBM and Toshiba. She is a results-driven leader of leaders who empowers multidisciplinary engineers and developers with the right project management structures, accountabilities, and tools to produce solutions of highest quality, scalability, and profitability. She is a proven authority widely published as a subject-matter expert and the holder of five patents. Sheryl is a graduate of Clemson University where she received her BS in Mathematical Sciences and MS in Computer Science. She lives in Raleigh, NC with her husband and two children.
Brett is responsible for the full P&L management in leading the strategy, alignment, sales and delivery of VMware’s Professional Services organization in the Americas, a 1,000+ person team spanning the U.S., Canada and Latin America. Brett’s team is focused on providing the consultative services and expertise that enable customers to rapidly and successfully adopt, optimize and manage the use of VMware’s vast portfolio of cloud technology, with an emphasis on the execution and developing best practices and processes to provide an exceptional end-to-end customer experience.
Brett began his career at VMware in 2010 as Director for the Northeast Professional Services Organization, accountable for P&L management for all consulting activity in the Northeast Region. A year later, Brett was relocated to California to manage VMware’s West PS Sales team, and eventually had his responsibilities increased to include the VMware’s South-Central Region. In 2014, Brett was promoted to Senior Director with PSO Sales and Consulting responsibility for the entire U.S. and Canadian markets inclusive of the Global, Enterprise, Healthcare and Commercial segments, as well as management responsibility for VMware's Advisory Services team. Brett has had responsibility for all of the Americas Professional Services organization since August 2017.
A career in technology spanning over twenty-five years, prior to VMware Brett has held software engineering roles at NatWest Bank and Chase, as well as Professional Services leadership roles at both Sun Microsystems and Oracle Corporation.
Brett holds a B.B.A. in Business Computer Information Systems from Hofstra University, and was recognized as a Moore Fellow at the School of Engineering and Applied Sciences at the University of Pennsylvania as part of his executive Master’s degree studies in Technology Management. He resides in coastal North County San Diego with his family.
Buffy Ransom is the senior vice president and general manager of Global CX Centers. Her team blends customer insights with technical expertise to deliver globally consistent, compelling experiences. Under Buffy’s leadership, Global CX Centers delivers the full portfolio of Cisco support, professional, and managed services.
Buffy brings to this role broad expertise across professional and support services and SaaS along with a passion for delivering exceptional customer experience. She is dedicated to flawless execution and an intense drive for excellence, while maintaining an eye for innovation.
Buffy joined Cisco in 2022 after seventeen years at Oracle, where she served as Senior Vice President, ERP & SCM Cloud Service Excellence. During that time, she drove a service-mindset culture change as well as built proactive and preventative diagnostics for customers and support engineers. She has also held customer-focused executive roles at JD Edwards and Peoplesoft.
A native of Colorado, Buffy is on the board of Parent Possible, which promotes and supports high-quality, proven parent engagement programs. She holds a Master of Science in Computer Information Systems from Colorado State University. Buffy enjoys traveling, playing tennis, and spending time with her husband and three sons.
Mr. Howlett is the Vice President of Customer & Technology Operations at Corptax. He has over 30 years of experience providing services to technology customers and has held executive management positions in professional services and customer services. At Corptax, he is responsible for driving customer success in the use and adoption of the Corptax application. In his role, Mr. Howlett manages the client support, education services, and product development teams. Under his leadership, the client support organization has been transformed to focus on exceptional proactive client service as well as continuously improving the overall customer experience. Corptax achieved the Technology Services Industry Association’s Certified Support Staffing Excellence Center Awards in 2009—2021, along with Excellence in Support Services in 2011 for small to mid-sized companies.
Prior to Corptax, Mr. Howlett served as Vice President of Operations an ERP software solution provider in the insurance industry. He is a member of the AICPA and Texas Society of CPAs. Mr. Howlett is also a member of the Institute of Management Accountants. He holds a B.S. in Accounting from the University of Kentucky. Mr. Howlett became a CPA in 1983 and a CMA in 1991.
Mary Cay leads a team of 1,300+ professionals that provide operational support to the Dell Technologies Services organization. Her team is responsible for driving operational excellence and implementing innovations across Dell Technologies Services. This includes areas such as Digital Enablement & Engagement, Services Customer Experience, Process Engineering, Data Science, Change Management, Business Services, Command Center, Asset Management, Voice of Customer, and the Global Centers of Excellence.
Kosten 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 Dell EMC, she was Vice President of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun Microsystems’ support services.
Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for "An Outstanding Customer Service Experience," the Technology Services Industry Association (TSIA) Award for Excellence in Service Operations, and Sun was inducted into the STAR Awards Hall of Fame.
Kosten 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 Advisory Board for TSIA’s Field Services discipline.
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.
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.
Bryan Belmont is the Corporate Vice President of Microsoft’s Customer Service & Support organization. His primary focus is to serve the thousands of technical professionals dedicated to helping Microsoft customers and partners to achieve more every day. Supporting all Microsoft products and solutions, his organization puts technology to work for people around the globe.
From his first role at Microsoft as a Technical Account Manager delivering on individual customer needs to now leading a worldwide organization of engineers serving customers 24x7, Belmont remains a steadfast customer champion focused on improving the customer experience.
Belmont has more than 20 years of leadership experience across the Commercial Support space at Microsoft. Prior to this role, he was General Manager for the global Applications & Infrastructure organization supporting Microsoft cloud customers. In close partnership with the Cloud & AI Engineering Group, Belmont enabled a cohesive customer experience and streamlined product feedback loop. Belmont has held a variety of roles throughout his career at Microsoft, including responsibility of WW Premier Support where his organization drove strategy, offerings, marketing and held P&L responsibility for Microsoft’s multi-billion-dollar Premier Enterprise Support business.
Belmont holds a Bachelor of Science in Physics from The University of Texas at El Paso and is a life-long learner, voracious reader, musician, and hobby farmer. He resides with his family in the Boulder, CO, area.
Michael Ludwig is a Senior Director of Business Architecture & Support Operations at Palo Alto Networks with more than 20 years of Experience in Support and IT Infrastructure. Michael brings a wealth of knowledge and expertise to his role. He spearheads the Support Strategy and Operations Organization, ensuring that his teams comprehensively cover all aspects of the Support Surround, including Digital, Knowledge, Enablement, BI, Quality, and Business Transformation.
For Michael, Customer support is more than just a profession—it's an inherent part of his DNA and a lifestyle. His Teams unwavering commitment to improving the Customer Experience and driving Operational Excellence is helping the Customer Support Organization to operate smoothly so that Customers remain safe and secure.
During his free time, he thoroughly enjoys going for runs whenever feasible and relishes spending quality moments with his significant other, Joanna, exploring the great outdoors, disconnected from the grid.
Katherine Sullivan is the Sr. Vice President who leads the Marketing Cloud, MuleSoft, and Tableau Customer Support Teams atSalesforce, focused on delivering excellence to all customers by providing personalized, easy-to-access, and timely solutions effortlessly through a blend of digital and human engagements.
With over 20 years of experience in the services industry, Katherine has a proven track record of leading outstanding support delivery organizations. Prior to Salesforce, Katherine served as VP of Global Product Support at Autodesk, and she spent 20+ years at SAP Concur, focused on engineering and delivery services organizations.
Katherine resides in North Bend, WA. She is an advocate for supporting students with dyslexia and other language-based learning differences and serves on the Board for Hamlin Robinson School.
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.
Genady Rashkovan, Vice President of Global Support at Tricentis, leads a team of over 150 technical professionals focused on ensuring the success of customers on their path to digital transformation. He has over 20 years of experience working for fast-moving technology companies, providing technical services, building offshore centers of excellence and leading global technical support organizations.
As the support function plays a crucial role in customer value realization, Genady partners with other departments to build mutual goals and metrics to achieve operational excellence, driving net revenue retention while keeping the cost of goods sold under control.
Genady is passionate about leveraging technology and operational efficiency. He was a speaker at 2021 Dreamforce - discussing ways to achieve support scalability in hyper-growth businesses.
He has a wife and three kids and recently moved to Austin. For fun, he and his family love to get off the grid - mountain biking and overland recreation.
Lisa Schreiber is Chief Customer Officer at BlackLine, overseeing the company’s Implementation, Strategic Innovation, Customer Success, Support and Training teams. She is responsible for BlackLine’s global customer capabilities and overall customer experience from acquisition to retention, as well as customer adoption and utilization.
A global technology and customer success leader, Schreiber brings more than two decades of experience delivering improved customer satisfaction and sustainable growth for Fortune 500 and high-growth start-up enterprise software and SaaS companies. She is recognized as a champion for delivering a world-class customer experience through a unique 360-degree lens as both a technology acquisition decision-maker and business leader that allows her to create strategies that lead to increased customer satisfaction and sales.
Schreiber came to BlackLine from Forcepoint, a SaaS cybersecurity company, where she served as Chief Customer Success Officer leading a team of 500. Prior to Forcepoint, Lisa spent 10 years in management positions at Oracle following the acquisition of GoldenGate Software where she had served for six years as Senior Vice President of Technical Services and Support. Previously, she spent seven years in senior management roles at Charles Schwab. Schreiber has also held executive positions at U.S. Trust Corporation and Apple.
Schreiber serves on the Board of Visitors for the University of Pittsburgh School of Compute and Information and regularly speaks at the high school and college level on the importance of STEM careers.
Schreiber earned a Bachelor of Science degree in Computer Science from the University of Pittsburgh.
Jesse Hoobler is Senior Vice President of Global Services and Support at Braze where he is focused on building amazing service and support experiences for Braze customers. He started at Braze in 2018 and has partnered with the executive team over three years to lead Braze through a successful IPO in 2021. Jesse currently leads teams focused on Customer Onboarding, Technical Support, Email Delivery Services, SMS Operations, and Technical Account Management.
Jesse's services experience stretches back more than 15 years across companies like Pitney Bowes, MapInfo, and Chronicle Technologies. He holds a Master’s Degree in Computer Science and lives in New York with his wife and two children.
Wendi Sturgis has served as the Chief Executive Officer of Cleverbridge, a customer success and process automation company since 2021. She has over twenty-five years of experience as a technology and marketing leader at some of the world's largest tech companies. Prior to Cleverbridge, Ms.
Sturgis was a founding executive at Yext (NYSE: Yext) where she worked from 2011 to 2019, serving in multiple roles, including SVP of Sales and Services, Chief Customer Officer, and most recently, CEO of Yext Europe. She has previously held executive positions at Oracle, Gartner, Right Media, and Yahoo!, where she was Vice President of Account Management for North America in charge of the North American Search business. She is currently an independent director for The Container Store and Sabre Corporation. She has served on multiple boards including Dailyworth.com, Kustomer (acquired by Facebook) Student Transportation of America (Nasdag: STA). Step Up Women's Network, and Chair of the Georgia Tech Advisory Board. Ms. Sturgis currently serves as a trustee for the Georgia Tech Foundation.
Emily McDaniel has served as the support leader at Gainsight since the team's inception in January 2014 now holding the title of Senior Vice President of Global Support reporting to the Chief Customer Officer. In her role at Gainsight, Emily leads a team of 75+ support analysts across the globe that provide product support to all Gainsight customers in a 24/5 model with a team on call 24/7.
Emily has 15+ years of experience in SaaS with expertise in founding and scaling support organizations globally to meet the needs of the business. As a support leader in the customer success space, her emphasis spans customer experience, teammate experience, technology, and processes to improve the support experience for both her team and customers. Emily is passionate about diversity and inclusion and currently holds a leadership role on the Teammate Resource Group for Women at Gainsight called Ellevate. Part of Emily’s work on Ellevate included launching a Global Mentorship program for women.
Emily is a wife and mother of 2 boys and 1 dog living in St. Louis, MO. When Emily is not working, she loves to try new restaurants with friends and family, do yoga, walk/run/hike, spend outdoor time with the family, and relax in front of the TV.
Michael Goetz is the General Manager, Customer Outcomes at Github. He is a collaborative leader with 20 years of customer-facing technology experience at Chef Software, AWS, and Accenture. Michael loves to build teams that focus on helping customers achieve their desired outcomes and grow their employees. He has spent the better part of the last 10 years building professional services, customer success, and solutions architecture teams with a focus on open source collaboration methodologies.
Michael's wife, Kara, is also a senior leader in customer success having led teams in several startups in Seattle and Minnesota - so it's a bit of a family business! Prior to diving into cloud-based technology companies, Michael served in the US Army as a Russian translator and cryptologic specialist and spent a few years as a news editor and producer for Internet-based news organizations.
Michael has two sons, Gunnar and Guthrie, and a rambunctious dog, Cosmo. When he's not working with customers, Michael enjoys making mistakes with wood in his woodshop and backpacking in the wilderness.
Ashok Gunasekaran is the Global Vice President for Customer Success and Digital Experience Organizations at Informatica, the leader in enterprise cloud data management helping customers transform their data into insights in their digital transformation.
In his current role as a leader for customer success, Ashok is responsible for leading an award-winning customer success organization helping customers realize business outcomes across all their subscription and cloud solutions. In this role, he created and scaled an industry-recognized consumption-driven Customer Success model leveraging a next-generation ML/AI-based adoption platform to scale all business processes and customer experiences.
As part of the digital experience charter, he oversees all digital customer and post-sale employee experience (CSM, Support, Services , Education and renewals) technology stack including customer communities, learning portal, enterprise applications (CRM, KM etc) ML and AI infused data lake initiatives.
Prior to the current role, Ashok was leading global support teams for Informatica’s Cloud and Master data management products driving customer satisfaction and omni-channel customer experience. Ashok has been instrumental in winning several TSIA STAR awards, obtaining TSIA & J.D. Power certifications, and has presented in several industry events, podcasts, and best practices sessions over the last decade.
Michael Brownfield is the SVP of Customer Success and Customer Support at PROS, a market-leading provider of SaaS solutions optimizing shopping and selling experiences. In this role, Michael and his team partner with B2B customers to drive adoption of PROS solutions and generate significant top- and bottom-line improvements on an accelerated timeline. He is responsible for the team of global Customer Success Managers, the Customer Adoption and Value team, the Education and Enablement team, and the Customer Support team. These post-implementation teams were united under Michael’s leadership to drive a customer experience that differentiates PROS from its tech peers.
Michael has held various Professional Services and Customer Success leadership roles at PROS across the B2B and Travel business units. Prior to PROS, his career in management consulting ignited his interest in how sellers and buyers connect in the market and how pricing and overall commercial operations can make or break a deal. He worked at Accenture and McKinsey & Company serving retail, energy, and tech clients.
Michael holds a B.S. in Economics from the Wharton School of the University of Pennsylvania. He is actively involved in PROS’ Diversity, Equity, and Inclusion program and helped found the Pride@PROS employee resource group. He lives in New York with his husband and two dogs and is an avid traveler, an amateur mixologist, and a volunteer firefighter.
Highly respected executive who has led customer success at leading technology companies. Deep expertise in all customer success areas including rapid adoption, premier support, renewals, enablement, and escalations. Extensive experience making acquisitions successful for customers. Driven to achieve business objectives while managing bottom line results. Build successful organizations attracting, motivating, and mentoring high quality people.
John Dumo is the Vice President of Customer Experience and Customer Success at Softchoice. In his role, John is responsible for the CXO (Customer Experience Office), setting the strategic direction for customer experience, our voice-of-customer programs as well as the programs and initiatives that drive CX. From a customer success perspective, John works cross-functionally to evolve Softchoice’s customer success practice to be best-in-class.
With nearly 25 years in technology, John brings together his expertise in change management and people leadership to drive a customer-centric culture. He combines his background as a certified Lean Six Sigma Blackbelt with Design Thinking principles to help develop and deliver solutions that close the gap between a customers’ experience and their expectation and speed customers’ time-to-value.
John served as a co-chair of the Softchoice Cares Board, the company’s employee-run charity arm and continues to support the Employee Resource Groups as a mentor. He is currently the executive sponsor for TheBerg, Softchoice’s Black Employee Resource Group.
Prior to John’s focus on customer experience and customer success, he held leadership roles in IT, Operations and Business Transformation and taught Business Innovation at the University of Toronto.
Todd Regonini is the Vice President of Professional Services for Zscaler. In his role, he is responsible for defining service strategy and leading all global professional services functions, including service sales, delivery, partner programs, and practice & portfolio management. His team provides full lifecycle services to help customers achieve their business objectives, shorten time to value and maximize adoption of Zscaler’s products.
Todd’s career in the tech industry has spanned 25+ years, including stints with Cisco Systems, Juniper Networks, Brocade and Ruckus Networks. During this time, he held leadership roles in Pre-Sales Engineering, Post-Sales Customer Support, Professional Services, and Customer Success.
Todd holds an MBA from Northeastern University with dual concentration in Finance and International Management. He resides in Massachusetts with his wife and family.
John M. Wilson has served in a variety of senior consulting and account management roles during his 20 years at TriZetto/Cognizant. He is currently the leader of the Healthcare Product Consulting team (approx. 2700 associates), the consulting and delivery organization for healthcare projects involving the TriZetto software. Prior to that, he served on the regional account management team of Cognizant/TriZetto (approx. 50 clients). John has served as the solution delivery executive for UHG and large BCBS plans. He has served in lead roles for several major government deployments of Facets and QNXT, including a 25-state, 6 million member government business implementation on Facets.
John has been in the healthcare industry (payer and provider) for the majority of his career, with experience in healthcare/managed care business operations, information systems environments, and package and custom system implementations. Prior to joining TriZetto/Cognizant, John served as the CIO of Blue Cross Blue Shield of Colorado and Nevada, where he led the transformation effort to replace all membership and claims systems as well as all financial systems for three Blues plans.
John was also an executive of a web portal insurance quoting and application company and worked 12 years at Accenture (Andersen Consulting), where he led several major systems and business integration projects at government agencies, major health plans, insurance companies and hospitals. John has undergraduate and graduate degrees from the University of Wisconsin-Madison.
Bridie Norman is EVP Global Services for Elekta who are a global Swedish company that develops and produces radiation therapy and radiosurgery-related equipment and clinical management for the treatment of cancer and brain disorders. Elekta has a global presence in more than 120 countries, with over 40 offices around the world and about 4,700 employees.
Joined Elekta as VP Logistics Platform in Jan 2016 and promoted to EVP Global Services April 2023 .
Global senior executive with 38 years’ experience in Global Supply Chain and Customer Service in both technology and med-tech companies and specialising in After Sales Support from installation to full service and after sales. Experienced in advising, implementing, and sustaining service /supply chain solutions .
Has worked in Technology industry for over 30 years prior to move to med tech having positions with ORACLE , SUN MICROSYSTEMS, EMC , IBM and am a leading edge technology adopter .Born in Ireland and has lived previously in USA , IRAN and currently residing in UK . Has 2 grown children and a granddaughter and hobby is playing violin in Irish traditional music sessions when time permits.
Holds MBA/ Executive Supply Chain / Customer Service Certifications from University of Tehran, Cranfield University, IMD Lausanne.
Ketan is the Chief Operating Officer of Enterprise Imaging at Optum. In his role he is responsible for global strategic and day to day operations management for global production & logistics, implementation services, support, and revenue operations for diagnostic imaging hardware, software, and cloud platforms. In addition, he is also responsible for revenue and services portfolio growth and forecast accuracy.
Prior to that he was the Vice President of Commercial Business Operations, Business Intelligence and Analytics at Roche and was the VP of Roche Information Solutions business focused on harnessing the power of data, diagnostics, and other critical information to support better clinical decisions.
Before that Ketan was the Managing Director at Health2047, a startup funded by the American Medical Association developing and commercializing solutions for data liquidity, chronic care, productivity, security, and payments.
As the former VP and GM at Intel Corporation, Ketan is a global health and life sciences business leader with a track record of identifying new businesses, developing products and solutions, sales and marketing, developing partnerships, and delivering exceptional financial results. During his 19-year tenure at Intel, Ketan served as Global Head of Product and Head of Engineering on a variety of cutting-edge technologies and market verticals along with being the Chief of Staff to the Intel Chief Technology Officer.
He is currently on the roster of experts on Digital Health at the World Health Organization. He has been a member of the US Health IT Standards Committee Precision Medicine Task Force, AAAS-FBI-UNICRI Project on Life Sciences and National and Transnational Security, International Telecommunication Union’s Global Cybersecurity Working Group and WHO’s Experts Working Group on eHealth.
Ketan holds a PhD in Artificial Intelligence from the Vrije Universiteit Amsterdam, MS degrees in Electrical Engineering and Computer Sciences from the Univ. of Wisconsin and an MBA from the Univ. of Oregon, where he was the class valedictorian. He currently sits on the advisory boards of Indiana Univ.’s Luddy School of Informatics, Univ. of Wisconsin’s Dept of Electrical and Computer Engineering, Human Health Education and Research Foundation and is a frequent guest lecturer at HBS, Stanford Univ. and Indiana Univ. He has also completed the Stanford Executive Program as well as coursework in Healthcare Management at the Harvard School of Public Health. He was an Honorary Research Fellow at the Imperial College London and Technical Advisor in Artificial Intelligence at Lee Kong Chian School of Medicine Singapore. Ketan resides in Indianapolis, IN with his wife and son.
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.
Neal Hatton is employed by AVEVA Group, LLC. as the VP Technical Support – Global Accounts. He works in the software business and is responsible for the fulfillment of software support and services for AVEVA’s industrial software offerings. Customers served are frequently using the company's software in complex, mission-critical applications such as critical infrastructure, oil & gas, shipbuilding, mining, food & beverage, water treatment, and more. He possesses an MBA with a focus on technology management. He has more than 30 years of experience in the industrial automation and software domains. He resides in Rancho Santa Margarita, California with his wife and daughters.
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.
Matthias Gukelberger is Global Vice President and Head of Business Line Global Service at Giesecke+Devrient Currency Technology, and serves as a member of the G+D Executive Management Team.
During his 25+ years in business he gained expertise in transforming Go to Market and Service organizations in the IT and Additive Manufacturing / 3D Printing industry.
With 19 years in various operation, development and sales positions at Hewlett-Packard, Matthias helped lifting HP’s product driven printing business towards solution centricity by inventing the first Channel Managed Print Service Concept for EMEA, which built the foundation of growing and profitable recurring revenue streams in the years to come, until today.
During 8 years at Stratasys, Matthias was forming a leading channel in the additive manufacturing industry and was heading the turnaround of EMEA’s Service Business.
Prior joining G+D in 2020, he co-founded the Additive Manufacturing Consulting Network which supports organizations in striving for excellence by leveraging new technologies like additive manufacturing.
Matthias holds an MBA in Information Management from the Baden-Wuerttemberg Cooperative State University of Stuttgart.
Donna Majcen is VP and GM of the Global Services Portfolio at Keysight Technologies. She leads the worldwide team developing service offerings to help customers accelerate innovations in new technologies, products, and solutions to meet their business outcomes. Services encompass KeysightCare, financial services, the Keysight remarketing business, and additional service value-add expansions into Keysight industry solutions.
With over 30 years of experience with Hewlett Packard, Agilent, and Keysight, Donna has served in various senior management roles, including marketing, planning, R&D, product management, and business development. Donna holds a BS in electrical engineering from the University of Vermont. Donna is a proud representative for Keysight’s Diversity, Equity, and Inclusion program, working to address the diversity gap in technology companies. DE&I helps Keysight maintain a thriving culture and drives global business impact
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.
Alejandro Capparelli is the President of the Latin America Region at Rockwell Automation and has over 25 years of experience in the industrial automation and control industry. He is responsible for strategic development of the region driving overall sales growth serving multiple manufacturing industries.
Alejandro joined Rockwell Automation in 1997 as a Field Services Engineer. He has international experience serving Rockwell Automation in multiple capacities related to services, solution, sales, channels, OEMS, system integrators and partners.
Alejandro has a bachelor’s degree in electrical engineering from UNMDP University in Argentina. He resides in Florida with his wife and two children.
My mission is to be the digital partner in sustainability and efficiency for our distributors, our contractors and our end-users through our services activity. After working for 5 years for UTC in the European Fire & Gaz division as marketing leader, Jerome has joined Schneider Electric in 2007 and has held several leadership roles in the EMEA zone for the Regional Solution Execution Center. In 2015, Jerome joined the Services organization where he led successfully the services business globally for our Strategic Accounts doubling the activity in less than 3 years.
In November 2017, Jerome was appointed VP US Field Services Operations & Operational Marketing, as well as Regional NAM Leader for the Global Field Services entity. In this dual role, he led the US Field Services business turnaround by focusing in sales growth and improved profitability. Early 2019, he acquired his current role of Senior Vice President of US Services, focusing now on digital transformation of the services business with the ambition to position Schneider-electric as the US market leader of digital services.
Jerome is an experienced executive in Operations with a successful track record in the services industry across an international environment. Skilled in Strategy, Sales, Management and Marketing, he holds a degree in International Marcom from Spalding University in Kentucky; a master’s degree in Marketing and Strategy from the Rouen Business School in France; and an Executive MBA from the ESSEC Business School in Paris.
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.
Sally Neubauer is the Senior Director of Service Operations at Trimble, Inc. She leads a worldwide team focused on delivering an exceptional service experience through a network of more than 350 service providers. This network supports Trimble’s vision of transforming the way the world works through solutions that enable our customers to achieve results in various industries such as Agriculture, Transportation and Construction.
Sally previously held leadership roles in operations and contract management at Trimble and Reynolds and Reynolds. The unifying thread through her career is a passion for customer success.
Sally holds an MBA and is a member of Trimble’s 401k committee.
Amit Ronen is responsible for managing customer-facing engineering groups across the globe, including field engineering, engineering specialists, and customer support organizations.
Before joining Wind River, he was the founder and CEO of Presales Solutions, a company that offered a unique on-demand hosted solution in the customer relationship management (CRM) space. Prior to Presales Solutions, he spent more than 10 years with Mercury Interactive, where he gained extensive executive and global field management experience. There he managed and built the presales organization in the Americas, expanding it from 40 people to more than 150 people and supporting revenue generation of more than half a billion dollars. In addition, he served as vice president of professional services for the Americas and vice president of Mercury's Tuning business, a startup within the company. He was also a founding member of Mercury Interactive Japan KK and was responsible for all technical field operations in the Japan and Korea region.
He holds a B.A. in Computer Science and economics from Tel Aviv University in Israel and is a graduate of the Stanford Executive Program (SEP) of Stanford University in California.
Charles Matthews recently returned to the U.S. from a four-year expat assignment running Global Services teams from France. He is responsible for the global delivery and business execution of professional services, customer care, and educational services across contact center, telephony, unified communications and data infrastructure product lines.
Charles has over 20 years of experience in the telecommunications and software industries. During his 15 years with Alcatel-Lucent he has held positions of progressive management in R&D, educational services, customer care, and professional services.
Prior to Alcatel-Lucent, he held positions in R&D and customer service with business analytics software and business process software companies.
Charles is a graduate of Harvard University.
Doug Schmitt is President of Dell Technologies Services. He is responsible for the company’s Consulting, Deployment, Support, Managed Services, Education Services and Asset Recovery businesses, comprised of approximately 60,000 direct and partner personnel operating in more than 170 countries.
He serves on the board of Dell Technologies Political Action Committee and the executive board of the Technology Services Industry Association. Prior to Dell Technologies in 1997, he held various leadership roles at Sequent Computer Systems and in the banking sector.
Doug holds degrees in Finance and Accounting from Oregon State and Portland State, respectively, and an MBA from the University of Portland.
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.
Yvette Smith is the Chief Information Officer and Senior Vice President of F5 Networks’ Customer Success and Business Transformation group. A technology executive with more than 30 years of experience spanning every service function. In her role at F5, Yvette spearheads a team focused on putting the customer at the core of the company’s business model while leveraging key insights to continue advancing F5’s business transformation as the leader in application services.
Yvette joins F5 from Microsoft where she was the Corporate Vice President that led the customer success programs for their $60B+ Commercial Cloud business. She managed Microsoft’s Enterprise Support P&L of nearly $4B in revenue and was previously the General Manager for Cloud Customer Support, leading a team of over 7,000 professionals. Prior to Microsoft, Yvette was SVP of Managed and Professional Services at Xerox and held multiple executive roles at IBM.
Over the past thirty years, Yvette has led a variety of IT services businesses and specialized in developing and selling complex international enterprise solutions for her clients and developing the delivery infrastructure to support these solutions. Her experience spans multiple industries including financial services, media and entertainment, retail banking, retail distribution and wholesale distribution.
Yvette graduated from Emory University, with a Master of Business Administration with an emphasis in International Business. She received her Bachelor of Industrial Engineering from Georgia Institute of Technology with a certificate in French. She is a certified Systems Management consultant and has been recognized many times for her contributions to Xerox, IBM, and her clients.
She is passionate about women and children’s health and gives back to the community in many ways, including as a member of the Board of the Georgia Tech Women’s Alumni Network and as an Ambassador for the Grady Health Foundation. In addition to her role on the National Board of Directors for INROADS, she sits on the Advisory Board for the ISyE Department at Georgia Tech.
Throughout her career, Yvette has mentored countless professionals, with a special focus on women and people of color in technical and operational roles and works passionately to create opportunities for growth and succession. Yvette loves to give back to the community, cook, garden and travel. She has lived in Seattle for the past four years and recently relocated to South Carolina. Yvette and her husband have a daughter in college and two daughters and a son in the working world.
Abbas Haider Ali is the VP of Customer Success at GitHub supporting the growth of a $1B+ ARR business with 100M+ developers and 4M+ organizations. Previously he was VP of Customer & Partner Success at Twilio for the Data & Growth business joining through the $3B+ acquisition of Segment. His earlier experiences including executive roles at xMatters (acquired by Everbridge), Managed Objects (acquired by Novell), Opnet Technologies (acquired by Riverbed), and IBM. Abbas has led both Product and Go-To-Market teams in diverse roles spanning field engineering, solutions engineering, customer success, professional services, product management & strategy, product marketing, sales, and business development. His experiences have shaped a multi-disciplinary approach to leadership in B2B tech companies. Abbas is an active venture capital investor and advisor with a passion for mentorship, in particular for women and underrepresented groups as they take on leadership roles in tech.
John Page is senior vice president and president of Global Services. He holds 25 years of financial and corporate leadership experience, including as founder and chief executive officer of a cloud-based computing company. He has held other C-suite and senior management roles at leading semiconductor and electronics firms.
Previously, John led Keysight’s business finance organization as the vice president. Immediately before returning to Keysight, he served as a member of the executive team at Nanosys, where he enabled the company's transition from a technology research powerhouse with over 800 patents into a growing commercial business in the electronics industry.
John’s career includes serving in positions at Keysight’s predecessors, Agilent, and Hewlett-Packard, and helping to lead another spin-off, Lumileds, while serving as its first chief financial officer. He was also a co-founder and executive leader of Agilent's Imaging Electronics Division, where he helped the business reach over $1B in revenue.
John started his journey with Hewlett-Packard in 1988, serving in various finance and general management positions.
He holds a master’s degree in business administration from the Simon Business School at the University of Rochester and a bachelor’s degree in economics from the University of Rochester.
Mike Flannagan is Corporate Vice President of Global Customer Success at Microsoft and is responsible for the success of customers with the Microsoft Cloud. Mike also leads Enterprise Services, including Unified and Premier Support, Global Operations for Product Support, Digital Success and Support, Sales Excellence, and the Customer Experience Center of Excellence.
Prior to Microsoft, Mike was Senior Vice President at SAP, and Vice President & General Manager at Cisco. Mike earned his MBA from Auburn University, where he is a member of the Graduate Dean’s Advisory Council, an NACD Board Leadership Fellow, serves on the Advisory Council for the University of Texas at Austin's McCombs College of Business, and is a member of the Board of Directors of the Global Partnership on Sustainable Development Data.
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.
Candace has the pleasure of serving as Chief Customer Officer at Relias, overseeing the functions of Customer Success, Professional Services, Support, and Client Care Operations. She sees her role as all things customer obsession, focusing on driving customer engagement and positive outcomes. Working in an organization focused on healthcare and growing the talents and opportunities of healthcare workers means she and her teams have the privilege of driving real change across many aspects of the healthcare continuum.
Having joined Relias in 2013, Candace has led several key teams including Customer Success, Support, Professional Services, and the Solutions Group. Prior to joining Relias, she worked as an archaeologist in the environmental compliance industry at Atkins and holds bachelor’s degrees in Archaeology and Religion from Baylor University.
Rachael is Vice President and General Manager for Rockwell Automation’s Global Services business. She is responsible for driving the growth and performance of a ~$1B business to deliver customer outcomes through professional services, data-driven connected and managed services, cybersecurity and infrastructure services, workforce development and asset management services. She is also responsible for the global Customer Success function for the company and is helping transform Rockwell Automation’s enterprise business models.
Rachael joined Rockwell Automation in 1997 and she’s held a variety of roles, including new product manufacturing engineer, sales engineer, senior product manager, global business manager and director, Global Sales & Marketing. Most recently, Rachael was regional vice president, North America Sales, Services and Solutions. In this role, she successfully drove above-market revenue growth, strong strategic initiative performance and improved sales force effectiveness. With a passion for people, Rachael has served as a mentor helping employees define and achieve career development goals. Additionally, in 2017 she was the Manufacturing Institute STEP Ahead award recipient for her outstanding work as a manufacturer, Rockwell Automation employee and leader in her community.
Rachael holds a bachelor’s degree in Industrial Engineering from the University of Wisconsin– Madison and a master’s degree in Business Administration from Marquette University in Milwaukee, Wisconsin.
The Customer Success team at Salesforce accelerates business value and outcomes for every Salesforce customer by providing an integrated support, success, and training experience. After joining Salesforce in 2019, Jim has led the transformation of customer support to digitally personalize the support experience and reimagined a Sev1 support experience. His team developed the first-ever Customer Success Score, a data-driven insights tool to assess a customer’s health and guide improved customer adoption, engagement, and performance.
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.
David has three decades of experience in channel business leadership and distribution, including sales, marketing, investment and executive roles. Most recently David served as Westcon's COO and EVP Global Partner Sales & Operations. He joined Westcon Comstor in 2008 through the acquisition of the venture capital backed distribution business, Crane, where he was CEO. Prior to this he held a number of sales and leadership roles at Canon. David's credentials include a BSc, Brunel University and the Senior Executive Programme at Henley Management College.
Shivraj Asthana, President at Grazitti Interactive Inc, has over three decades of experience spanning leadership roles in diverse organizations, from technology start-up companies in the Silicon Valley to management of public services and public policy in India. He has spent the last 10 years leading innovation in the digital domain, helping and advising businesses and venture-backed start-ups in crafting digital strategies backed by analytics to maximize their performance and fuel customer success. He has served in a senior executive capacity in several early-stage start-ups, ranging from content syndication, digital technologies, and online marketing. He holds a Master’s Degree in Physics & Electronics
Jen Dodos is the vice president of marketing communications at Kantata, where she's responsible for building the Kantata brand, oversees public relations, customer marketing, 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 global marketing communications for both Toshiba America Business Systems and Toshiba Global Commerce Solutions.
Vivian Gomes is the Chief Marketing Officer at Movate (formerly CSS Corp). He is an industry thought leader with a strong professional track record of almost 2 decades in the IT and BPM industry.
Vivian leads a passionate team focused on strengthening the Movate brand and helping grow the business. He has deep expertise in brand strategy, PR and communications, analyst relations, digital marketing, demand generation, inside sales, alliances, and partnerships, thought leadership creation and market research. Under his leadership, Movate has transformed into one of the world’s most awarded and analyst-accredited companies, that has the highest social media engagement through its LinkedIn channel. He has also set up a robust top-of-funnel demand generation ecosystem that has significantly scaled pipeline generation and new logo acquisition.
Prior to Movate, Vivian held multiple leadership positions at organizations like Genpact, NIIT, Infosys and Cloud Lending Solutions (part of Q2 Software Inc), where he was widely credited for his analytical thinking and outcome-focused approach for solving complex business challenges.
Vivian is a regular contributor of thought leadership in the Tier 1 media, and speaks on various podcasts and event panels. He loves watching cricket and dabbling in stock markets. He has won several industry awards for his leadership and achievements in the marketing arena.
He graduated with distinction in Electrical Engineering from Manipal Institute of Technology and has an MBA in marketing from the Indian School of Business.
Shivani Chakravarthy is the Regional Vice President of Marketing at NIIT and leads marketing for NIIT’s Corporate Learning Group across North America, Europe, and Asia Pacific. Shivani has been instrumental at setting up the international marketing function at NIIT and leads global B2B marketing strategy and operations for NIIT. She also leads education marketing strategy for key global customers. With in-depth expertise in digital, field and account-based marketing strategy and operations, Shivani believes in a sustained and proactive approach to ROI driven Marketing. Shivani has been leading marketing for over 18 years at NIIT and is responsible for the growth of the NIIT brand worldwide. Prior to that, she set up the UI and UX department at NTT Data. She is classically trained in Animation Film Making and her films have received international accolades at global Children’s Film Festivals.
Louise K. Allen is Planview’s chief product officer responsible for the Products organization spanning product strategy, positioning, and roadmaps for Planview’s Portfolio Management and Work Management solutions. She has more than 20 years of experience in strategic product direction with a passion for delivering innovative products and solutions to the marketplace. Louise has been a driving force in Planview’s diversity and inclusion initiative by co-founding Women@Planview ERG.
Mat Cagney is the CEO at Renewtrak and is obsessed with connecting Vendors to their customer to turbo charge renewals and recurring revenue process for any product, any channel and any customer. Mat has spent the last three years at the largest fintech disruptor in Australia where they transformed the payments ecosystem around millennial buying behaviors. Prior to that, he spent five years delivering digital and customer-first technology platforms to some of the largest banks in the world.
Shaun is a Navy Veteran, the VP of Business Development for The Service Design Group, keynote speaker and coach. Shaun honed her leadership skills as a helicopter pilot and Commanding Officer in the U.S. Navy before diving headfirst into conveying the stories that build business relationships and create personal transformations.
Shaun served in numerous leadership capacities during her Navy tenure. She commanded a helicopter squadron, HSM-41, that was recognized as the most effective production squadron in the Navy. She spent the final six years of her Naval career in higher education developing leadership skills in thousands of future officers.
Shaun holds a MS in Strategy from the National War College and a BS in Electrical Engineering from the U.S. Naval Academy.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.