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

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

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

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

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

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

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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.

As SVP, Customer Success & Operations, Jamie is responsible for driving customer success & adoption and CSO operations for Qlik, globally. In this role, Jamie brings over 20 years of industry expertise building and leading high performing, global teams to deliver on key company goals while providing exceptional experiences for customers. Prior to Qlik, she was with Talend for three and a half years serving as both the Chief Customer Officer and Chief Operating Officer. At Talend, Jamie led all post sales functions as CCO and IT, Security, Data Analytics and Transformation in her COO role. Jamie has held leadership roles in customer success and operations at SAP Concur, Dell and Northrop Grumman earlier in her career.

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Jamie holds a bachelor’s degree in business administration from West Virginia University, and resides near Raleigh, North Carolina with her husband and two sons.

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

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

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

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

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

Sean is a seasoned executive with over 20 years of experience in Customer Experience, Global Services, Global Support, Customer Success, Partner Success, and Global Services Operations. He has held leadership roles at leading organizations such as Gigamon, Palo Alto Networks, Riverbed Technology, and Juniper Networks, where he built a strong reputation for enhancing customer experience across SaaS, software, hardware, and security products. Sean excels at driving operational excellence, with a particular focus on transforming services for SaaS subscription models. He is also skilled in executing strategic business initiatives, leading M&A efforts, and developing comprehensive customer success programs. Known for his dedication to mentorship, Sean is passionate about fostering a culture of growth and professional development within his teams.

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

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

Tom Gorin is VP, AI Strategy & Adoption at PROS Inc.where is he responsible for the broad adoption and deployment of AI solutionsinternally. Prior to his current role, Tom was VP, Data & Platform incharge of building, growing and driving adoption of PROS data science platform capabilitiesby co-creating with and enabling customers to build and deploy data sciencesolutions on the platform.

Prior to his current tenure at PROS, Tom spent three yearswith Boston Consulting Group’s (BCG) Gamma (now BCG X) Data Science practice asAssociate Director where he worked with numerous clients across a broad rangeof industries (from industrial distributors to large international banks). Earlier in his career, he led the B2B Data Science team at PROS as well as the RevenueManagement and Operations Research teams at Continental Airlines.

Tom holds a Master of Science and Ph.D. in Revenue Management from MIT, as well as a Diplôme d'Ingénieur (engineering degree) with a concentration in Engineering Economics from Ecole Centrale Paris.

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

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

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

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

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

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

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

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Mr. Grosshans is Coveo’s Chief Revenue Officer. Mr. Grosshans has more than 30 years of global sales management experience in numerous SaaS verticals, including most recently cloud and applications. Prior to joining Coveo, Mr. Grosshans acted as Chief Revenue Officer and Senior Vice President, Prisma Cloud at Palo Alto Networks (NASDAQ: PANW), where he led global sales for Palo Alto Networks’ cloud native security solutions. Prior to joining Palo Alto Networks, Mr. Grosshans served in senior executive positions with AWS, Oracle,SAP and Avaya, among others. Mr. Grosshans joins Coveo with a stellar track record, having successfully led companies to US$1B+ of revenue in four instances, led global sales teams of 600+ across all go-to-market functions, and having held a critical role in a number of corporate development initiatives throughout his tenures, including nearly ten acquisitions.

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Bio coming soon.

As Chief Customer Officer at DocuSign, Kelly Morgan oversees the company’s Customer Success organization. He is responsible for delivering an end-to-end experience that empowers customers to reach their full potential using DocuSign’s platform. In addition to his role at DocuSign, Kelly also serves as a board advisor for Eyelevel.ai. Before joining DocuSign, Kelly was Chief Customer Officer and General Manager for SYKES, a business process outsourcing provider which was a subsidiary of Sitel Group and is now part of Foundever. During his time at SYKES, Kelly was focused on innovating the customer experience for strategic partners while driving customer obsession across the enterprise. Prior to SYKES, Kelly held several key leadership positions at IBM Corporation, VERITAS Software Corporation, Symantec Corporation, Frontier Communications and Bain Capital where he oversaw the creation and execution of GTM strategies for several portfolio companies. Kelly has been a strategic customer experience thought leader for over 25 years and is passionate about delivering an intelligent customer journey that is informed, personalized and proactive. He holds a Bachelor of Science Degree in Business Administration and Management from the University of Florida and currently lives in Tampa, Florida with his family.

Bio coming soon.

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

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

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

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

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

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

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

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

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

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

CJ Steiner is Director of Integrated Services Sales for CDW. He is responsible for the go-to-market strategy for services across all CDW’s segments. CJ is the liaison between sales and all integrated services ensuring that CDW’s customers achieve their desired outcomes. In addition, he leads services financial modeling, pilots and new initiatives, and advises leadership on strategic services investments.

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Prior to assuming his current role in April 2021, CJ co-led CDW’s integrated services organization. In this role he and his team were responsible for professional, managed and as-a-service solutions for the east and south regions across corporate and public segments. CJ spent the bulk of his career with CDW, starting in 1999, in the New York market leading sales teams. In 2015, CJ left CDW for a brief stint with VMware where he led a hybrid cloud transformation campaign with a telco organization before returning to CDW in early 2016 as regional field sales manager for the New York market.

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CJ earned a bachelor’s degree from The College of New Jersey in 1994.

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

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

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

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

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

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

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

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

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

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

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Matilde “Mati” Pitkanen has over 30 years of experience working in the high-tech software industry. She has spent most of that time at BMC Software where she has held various roles across the company. As an individual contributor she has worked in development, product management, education services and managed services. As a leader, she has built programs and organizations in critical account recovery, solutions marketing and channel sales. She is currently responsible for global renewal sales where she is leading a transformation of the team from a traditional support sales organization into a renewal sales team that is driving expansion sales and focusing on customer success. Personally, Mati is passionate about DE&I, acting as a founding member and the captain of the LatinE ERG at BMC. She is also an active participant of the Women in IT and PRIDE organizations. Family is the most important thing to Mati and she is proudest of her two children, both studying in Colorado. She currently resides in Leander, Texas with her husband and two pups. Mati holds a Bachelor’s of Science in Mathematics from the University of Texas at Austin.

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

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

Rob Rosa is responsible for Extreme Network’s Global Service Sales, which includes new and renewal opportunities for ExtremeWorks / PartnerWorks, Premier Services, and Professional services. He will also focus on growing the new service offerings under Extreme’s Managed Service platform (Monitoring Plus and Response Plus) and continue to develop new consumption opportunities (CPEaaS and Enterprise License Agreements). He is looking to expand Extreme’s service footprint with the assistance of the Extreme’s partner network. Prior to Extreme Networks, Rob was the leader of Cisco’s U.S. Public Sector Services Partners as well as the U.S. Services Field Partner Organization. In this role Rob was responsible for the strategies related to sales, marketing, partner enablement, partner profitability, and promoting services growth for over $3B+ in Cisco Service revenue through channel partners across the U.S. Specifically, Rob leads the Services Channels team in conjunction with Service Sales, and our Partners to develop a comprehensive Services strategy that supports the end customer’s mission or strategy while developing sustainable business models for our partners. This entails driving new program adoption, increased focus on service revenue opportunities, and overall partner enablement to assist in growing the overall business of the partner. Rob spent 16+ years at Cisco, in that time he held various finance, sales operations positions in various verticals supporting the sales organization. Rob holds his undergraduate Accounting degree and his MBA in Accounting Information Systems from Suffolk University – Sawyer School of Management. In his spare time, he enjoys taking classes at the Harvard Business School and volunteering as the Treasurer of his Local Youth Football and Cheerleading organization with 400+ members and 100+ volunteers. Rob Rosa resides in the Boston, Massachusetts area with his wife and 3 sons.

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

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

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

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

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

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

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

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

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

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

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

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

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

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LinkedIn: linkedin.com/in/erikacowen

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

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

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

Kellie Capote is the Chief Customer Officer at Gainsight. Kellie has spent the last seven years involved in building and leading the customer 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, Account Management, 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.

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Kellie and her husband live in Austin, TX with their two daughters, ages 10 and 12.

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Lavanya Gopalakrishnan is an accomplished technology executive with over 25 years of experience in engineering, business strategy, supply chain operations, professional services, and customer experience. She has a strong track record of building high performing, global teams, as well as specialized expertise in establishing global centers of excellence.

Currently serving as the Vice President of the Customer Success & Acceleration team in Cisco’s Customer Experience organization, Lavanya is responsible for helping customers maximize their value from their technology investments while building meaningful connections, trust, loyalty, and lasting relationships.

Prior to joining the Customer Success & Acceleration organization, she led the Strategy and Operations organization, focused on driving transformation within CX accelerating innovation, delivering a unified experience for Cisco’s customers and profitable services growth. Lavanya spent two decades establishing and scaling the Global CX Centers organization at Cisco. As part of this effort, Lavanya led APJC technical support and professional services for Cisco’s Collaboration customers and was responsible for the strategy and incubation of new delivery centers.

Before joining Cisco, Lavanya served in engineering and leadership roles in Supply Chain Operations at Ciena and Nortel Networks. She co-authored several publications and journal articles during this time. She also served as a technology mentor on the board for N/Core, The/Nudge Centre for Social Innovation, a non-profit incubator whose goal is to nurture top talent to solve India’s biggest challenges.

Lavanya holds a Master's of Science in Systems Science Engineering from Binghamton University and a Bachelor's degree in Mechanical Engineering from BITS Pilani in India. She is a Wharton University of Pennsylvania Aresty Scholar and a certified ITIL Expert.

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Linkedin: linkedin.com/in/lavanyagopalakrishnan

Twitter: twitter.com/gopal_lavanya

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

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

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

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Mindy Cunningham, a seasoned and accomplished executive with a passion for customer success, is Senior Vice President, Customer Success and Services for Vertex, Inc. (NASDAQ: VERX) In this capacity, Mindy has global responsibility for recognizing and promoting excellence in customer experience while driving continuous improvement and growth. She leads Vertex’s post-sales efforts with focus on elevating and differentiated the customers’ end to end journey. Mindy has an extensive career in customer success, professional services, consulting and premium support services specializing in business transformation and innovative enabling technologies. Prior to joining Vertex, Mindy held senior leadership positions with industry leading companies including Thomson Reuters, Ellucian, Citrix Systems and KPMG Consulting. She spent the early part of her career as a certified public accountant with Ernst & Young. Mindy is a Founding Member of CHIEF Miami, a private network built to drive more women in positions of leadership and has served as a member of the Technology Services Industry Association (TSIA) Customer Success Advisory Board since 2019. Mindy holds a B.S. in Accounting from American University.

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

Paul Yaros is the Chief Customer Officer at Planview responsible for the global Customer Services organization including Customer Success & Renewals, Customer Care, Professional Services, and Global Learning.   Paul has over 20 years of experience in the technology space working to transform services organizations through continuous improvement and by empowering individuals and teams to build higher degrees of intimacy to improve the customer experience and deliver meaningful value to the customer.

Paul joined Planview through the acquisition of Changepoint, where he served as Chief Customer Officer. Over the last two years Paul has worked with his team on rebuilding the strategy, framework and engagement models for the Planview Customer Success organization focused on improving customer’s achievement of meaningful business outcomes, strengthening solution adoption and building stronger customer intimacy.

Paul holds a Master of Business Administration from the Fox School of Business at Temple University and currently resides in Seattle, WA.

Srivats Vaiyakarnam, in his role as NetApp's Chief Customer Success Officer and Senior Vice President of Customer Success, holds comprehensive oversight of all post-sales operations. This includes managing customer support and success management teams, professional services, and renewals to ensure favorable outcomes for NetApp's expanding global customer base. With over 20 years of experience at Informatica, Srivats has held various engineering, operations, and customer support and success positions. He holds a Bachelor of Science degree in Physics and a Master of Computer Applications degree from the University of Madras.

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Srivats firmly believes in the power of positivity as a driving force for progress. With an unwavering commitment to personal and professional growth, he adeptly navigates a world of opportunities, consistently emphasizing the importance of understanding customers and tirelessly working towards helping them realize the value of NetApp products and services through exceptional experiences. As a respected leader in NetApp's Customer Success Organization, Srivats takes great pride in mentoring others, embodying the principles he imparts.

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Inspired by the timeless wisdom of Winston Churchill, Srivats embraces the quote, "Attitude is a little thing that makes a big difference," recognizing its role as a catalyst for remarkable achievements. This belief not only underscores his unwavering commitment to lead by example but also encapsulates his conviction that a positive attitude brings out the best in everyone.

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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.

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

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

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

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

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

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

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

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

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

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

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

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Haley Heter is an accomplished enablement leader with a background spanning over 20 years in the technology industry. As the Senior Director of Cohesity Academy at Cohesity, Haley has been instrumental in establishing the foundation and growing the global strategy of a formalized education and certification business. Under her leadership, Cohesity Academy has achieved substantial growth in learner engagement and productivity, specializing in AI-driven solutions for security and data management. The Academy focuses on delivering high-caliber training across all audiences internally and externally on Cohesity's industry-leading suite of AI-driven, security, and data management solutions. Prior to her current role at Cohesity, Haley served as the Director of Portfolio, Development, and Certification at NetApp where she led the global curricula team, overseeing the design and implementation of strategic educational programs that supported business goals and ensured high standards across all learning initiatives. She holds a degree in Master of Science in Instructional Design Technology from Emporia State University. Beyond her professional achievements, Haley is deeply committed to promoting diversity and inclusion within the tech industry. She chairs Cohesity’s Women Impact Network, an initiative aimed at empowering women through mentorship, networking, and professional development opportunities. Haley loves traveling with her daughter, who is a pilot, exploring new destinations together and enjoying a unique experience from the cockpit.

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

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

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

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

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

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

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

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

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

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

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

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

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

Asha Devasia is currently Senior Vice President for the Power Systems & Services (PS&S) Business at Schneider Electric. She is an empathetic leader with an entrepreneurial spirit; she began her career in the pharma industry then moved into industrial, energy, technology, and services. She has extended experience in Product and Program Strategy, Business Strategy, Management, Transformation, M&A and partnerships, Agile, IoT and Operations. In her current role, Asha leads division global strategy, services and sustainability initiatives working collaboratively across multiple businesses to support the significant growth and profitability of the PS&S business. She also oversees future portfolio innovation, helps to build strong customer relationships, and maximizes the company’s financial and sustainability performance. Asha brings extensive experience transforming organizations, developing talent and disrupting standards to drive business value. She joined Schneider Electric in 2017 after prior experience in pharma/biotech industry, technology/management consulting, private equity and with the General Electric company. In her previous roles, Asha has also been instrumental in pushing cultural transformation and creating new innovative solutions for customers/partners. Asha is very passionate about developing talent in the workplace as well as Diversity & Inclusion.

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

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

Chip VonBurg is the Chief Customer Officer for ABBYY where he is responsible for the overall experience for ABBYY’s customers. With history in Technical Support, Pre-Sales, Professional Services, and Customer Success, Chip has a proven track record of building and leading successful customer-facing team.

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As the Chief Customer Officer, Chip leads the teams with a focus on building and execution of programs and processes to ensure the overall satisfaction and successful adoption of ABBYY solutions. Through his deep knowledge and years of experience; Chip has been able to help countless customers build success into their projects.

Doug Schmitt is Dell’s Chief Information Officer and President of Dell Technologies Services. He leads Dell’s IT organization and directs the implementation of cutting-edge technologies across the company. As the leader of Services, Doug is responsible for Dell’s consulting, deployment, support, managed services and asset recovery businesses, comprised of direct and partner professionals operating in more than 170 countries.

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He serves on the boards for Dell Technologies’ Political Action Committee, Ascension health system, and the Technology Services Industry Association. Prior to joining Dell Technologies in 1997, he held leadership roles at Sequent Computer Systems and in the banking sector.

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Doug holds degrees in Finance and Accounting from Oregon State and Portland State, respectively, and an MBA from the University of Portland.

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Meet Janine Sneed: A Trailblazing Leader in Technology and Customer Success.

As the General Manager of IBM Customer Success and Technology Expert Labs, Janine Sneed spearheads a global organization of 5,000 Customer Success Managers and Technology Services Professionals. Her mission? To empower clients to unlock the full potential of IBM Hybrid Cloud and AI solutions, delivering exceptional experiences that drive business value.

A 20-Year Legacy of Innovation and Excellence

With two decades of experience in building and scaling cutting-edge technologies, Janine has established herself as a respected thought leader in the industry. Her expertise spans product management, customer success, and professional services with a proven track record of driving innovation and growth.

Leading with a Competitive Edge

Janine's passion for sports is more than just a hobby – it's a source of inspiration for her leadership approach. She draws parallels between the world of sports and business, applying principles like mental performance, consistency, practice, empathy, and coaching to motivate her teams and drive success.

A Commitment to Industry Advancement

Janine's influence extends beyond IBM, as she serves on several prestigious councils and advisory boards, including:

• Gainsight Strategic Customer Advisory Board

• TSIA Executive Advisory Board

• IBM Technical Leadership Team

• IBM Product Leadership Team

• IBM Acceleration Team

• IBM Performance Team

Through her leadership and expertise, Janine continues to shape the future of technology and Customer Success, inspiring a new generation of innovators and leaders.

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

John Page is the Senior Vice President and President of Global Services. He holds 25 years of financial and corporate leadership experience, including as founder and chief executive officer of a cloud-based computing company. He has held other C-suite and senior management roles at leading semiconductor and electronics firms. Previously, John led Keysight’s business finance organization as the vice president. Immediately before returning to Keysight, he served as a member of the executive team at Nanosys, where he enabled the company's transition from a technology research powerhouse with over 800 patents into a growing commercial business in the electronics industry. John’s career includes serving in positions at Keysight’s predecessors, Agilent, and Hewlett-Packard, and helping to lead another spin-off, Lumileds, while serving as its first chief financial officer. He was also a co-founder and executive leader of Agilent's Imaging Electronics Division, where he helped the business reach over $1B in revenue. John started his journey with Hewlett-Packard in 1988, serving in various finance and general management positions. He holds a master’s degree in business administration from the Simon Business School at the University of Rochester and a bachelor’s degree in economics from the University of Rochester.

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

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

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

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

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

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

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

Christopher Marquez has spent over two decades in the IT industry and currently works for Dell Technologies. An Industrial Engineer from New Mexico State University, Christopher has spent most of his career in the US combined with years of international experience. He has worked 2 years in Edmonton, Canada managing Technical Support operations as well as 6 years leading APJC Support operations based out of Tokyo, Japan. Christopher has vast experience managing across complex Western, Asian, European and Latin American markets. He also has broad organizational leadership capabilities, running small high skilled teams as well as large operations spanning multiple cultures and countries.

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Christopher is also an active corporate member with the Society of Hispanic Professional Engineers (SHPE), Hispanic Association of Corporate Responsibility (HACR) and the Hispanic IT Executive Council (HITEC).

Christopher serves on the board of the Ysleta Education Foundation in efforts to provide scholarships to economically disadvantaged high school students. He is also on the board of Latinitas, a foundation focused on empowering girls to innovate through media and technology. Christopher also serves on the University of Houston Bauer Business School Customer Experience Program Advisory Panel.

Christopher was awarded the “HITECTop 100 Hispanic Executives in IT” award in 2019, 2020 and 2022 as well as the “LeadershipExcellence in Technology” award by the National Diversity Council in 2020.

Christopher was born in El Paso, TX and currently lives in Austin, TX with his wife and three children.

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

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

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

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

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

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

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

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

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

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

Angelica was appointed President of Agilent CrossLab Group in February 2024. She previously served as vice president and general manager of the CrossLab Services Division, vice president and general manager of the Chemistries and Supplies Division, vice president and general manager of the Chemistries Division and senior marketing director since 2017. As a member of Agilent’s executive staff, Angelica is a key leader in steering the transformation into a more customer-centric organization. Over the span of her 24-year career at Agilent, Angelica has contributed key strategic insights and recommendations as part of the Agilent Enterprise Strategy Initiative, provided ongoing leadership as a founding member of the Agilent Biopharma Initiative, and informed high impact business strategies driven by organic investment as well as M&A opportunities. Angelica’s experience includes progressive leadership responsibilities across technical support, sales, program and product marketing, and marketing management. Before joining Agilent, Angelica was a customer, spending six years in a forensic lab and as an application scientist at J&W Scientific. Angelica earned a Bachelor of Science in cell and molecular biology, with a minor in chemistry from San Francisco State University. She’s an alumnus of the Agilent LEAD leadership program, the G100 Women's Leadership Acceleration Program and has a certificate in marketing strategy from the Johnson Graduate School of Management at Cornell University.

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

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

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

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

Armin is the Vice President and General Manager of the CrossLab Services Division at Agilent, a
role he has held since July 1, 2024. In this capacity, he oversees the Service Marketing
Organization, the Center of Excellence, and the Services R&D Team.

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His mission? To deliver valuable customer outcomes through market-oriented innovations, digitally
supported services, and expertise—all seamlessly tailored to customer needs.

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

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

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

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

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

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

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

Annette Carr is the Director of Customer Success for Managed Services at CDW Technologies, a leading provider of comprehensive IT solutions and services. With a career spanning 18 years at CDW, Annette has established herself as a dynamic leader known for her strategic vision, unwavering commitment to excellence, and dedication to customer service. Throughout her tenure at CDW, Annette has held various pivotal roles across multiple business units, honing her expertise in IT services. Her journey has seen her excel in Sales, Service Operations, Professional Services, and Managed Services, including Service Delivery and Customer Success. Annette's impact at CDW is far-reaching. She played a vital role in the establishment of CDW's Professional Services Network Security, Security Advisory, and Incident Response teams, demonstrating her proactive approach to addressing evolving customer needs and industry trends. Currently, Annette leads the Customer Success organization within Managed Services, overseeing a diverse portfolio that includes Customer Success Managers, Major Incident Management, and Project Management teams. In this capacity, she leverages her extensive experience and strategic insight to drive customer-centric initiatives, ensuring the delivery of exceptional service and fostering long-term partnerships. Annette's leadership style is characterized by her passion for building high-performing teams and nurturing talent. She fosters a culture of collaboration, innovation, and continuous improvement, empowering her teams to deliver results that exceed expectations. Annette Carr's dedication to excellence, strategic acumen, and customer-centric approach have been instrumental in shaping CDW's Managed Services division. As she continues to lead with vision and integrity, she remains committed to driving innovation and delivering unparalleled value to CDW's customers.

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.

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

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

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

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

Bio coming soon.

Bio coming soon.

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

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.

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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.

Gerry Nolan is the Worldwide Senior Director for HPE Services Portfolio Offer Management responsible for driving the evolution of service value allowing HPE's customers to achieve their desired business outcomes.

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Under his leadership, the HPE Services Portfolio organization focuses on managing HPE Tech Care, HPE Complete Care, HPE Multivendor, HPE Lifecycle Services and HPE Managed Services offers. This translates into optimal business outcomes and experiences for HPE customers while driving sustainable profitable growth and relevance for its product business units.

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Gerry has over 36 years' experience with HPE and a well-established background in information technology and professional services. Priot to taking on his current role, Gerry's leadership experience at HPE spanned the Hyperscale Support Services, Mission Critical, and Customer Technical Training businesses.

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Gerry lives in Granite Bay, California, USA with his wife Paula and their three children.

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

Bio coming soon.

Jodie Paxton is GM, Support Offerings and GTM. Her team is centered on driving Microsoft consumption and growth through the development of standardized Unified support offers and streamlined field enablement. With over 20 years as a strategist and thought leader in the services technology industry, Jodie has held various leadership roles where she was responsible for developing and marketing service offer portfolios, advisor on contract renewal management best practices, driver in the evolution of partner programs and key stakeholder for significant change management within support delivery organizations. Prior to joining Microsoft Jodie was Director of Cloud Customer Experience Offers at Google Cloud and has held service focused positions at Technology Service Industry Association (TSIA), Oracle, Genesys and Sun Microsystems.

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

Peter Lacoste is a 27-year Dell Technologies veteran, currently leading the Services Portfolio & Virtustream Organization. This Services Portfolio includes – Consulting & Professional Services, Managed Services, Support & Deploy Services, Education Services, and Go-to-Market.  He is responsible for modernizing the Services Portfolio with AI (Artificial Intelligence) to unlock new standards of speed and execution which will help deliver more robust, modular offers to the marketplace. He also leads the Virtustream Organization offering mission-critical cloud managed services for SAP & Healthcare workloads as Virtustream continues integration into Dell Technologies. Peter’s prior roles include leading Dell’s Managed Services, Cloud Services, and EMC’s (acquired by Dell Technologies in 2016) Professional Services, Presales, Consulting and Support teams. Peter is based in Hopkinton, MA and holds a master’s degree in technology management from the University of Queensland, Australia.

At Pure Storage, Sanjeev leads the Customer Experience Portfolio and Product Management team for Global Support, Professional Services, and Customer Success. Sanjeev's focus is to enable a services portfolio that provides customers a choice between different consumption models - Transactional, Subscriptions and SaaS, with a streamlined operational approach at the CX level. Prior to Pure Storage, Sanjeev worked in consulting, product management and pricing functions at Sun Microsystems, Cisco and Ciena, among others. Sanjeev has an MBA degree from Kellogg Graduate School of Management, and lives in the San Francisco Bay Area

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

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

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.

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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.

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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.

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

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

Jay Gorajia is the Senior Director of Global Customer Outcomes at Siemens Digital Industries Software. He is focused on ensuring Siemens' clients realize maximum business value from their investment in the product lifecycle and application lifecycle management solutions portfolio. As a Services Business Practice lead, Jay oversees a global professional services organization driving financial and operational goals aligned with strategic and business development objectives for their largest services practice. Before joining Siemens, Jay ran the global electronics board design services business at Mentor Graphics (now Siemens EDA).With a track record of achieving exceptional results, Jay has developed and led a technology services business, grown multi-million dollar businesses from scratch, and implemented innovative sales processes, making him a seasoned global executive in Professional Services, Operations, and Sales for design and manufacturing software technology companies. Over the last 27 years, Jay has had the opportunity to live in 7 different countries, manage services and business operations for Asia Pacific, based in Hong Kong, run an engineering team in Japan, and build and run a Sales team in Southeast Asia, based in Singapore, for other Software and hardware companies. Outside of work, he is a published author, an avid public speaker, president of the local chapter of SMTA.org focused on electronics design and manufacturing, and actively mentors students at local universities at their Entrepreneur programs, including hackathons. Jay enjoys traveling to new places, writing, listening to music, and being outdoors. He lives in Irvine, California, with his family.

Jennifer Turgeon is a Vice President of Professional Services at Tyler Technologies. With over 25 years of experience in operations and leadership, Jennifer is passionate about helping professionals learn and use effective self-education techniques to take on new challenges.

Lee Palmer is Executive Vice President of Infor’s Americas Professional Services organization. Lee’s organization consists of 1,000 professionals aligned within the Public Sector, Healthcare, Manufacturing and Distribution industries. Lee’s responsibilities include services sales, ecosystem growth, talent transformation, product innovation, and delivering exceptional customer outcomes via prescriptive and innovative delivery methods. He joined Infor in 2018 to lead Infor’s Strategic Account strategy and has since taken on P&L and leadership responsibility for the Americas organization. Prior to Infor, Lee was the Senior Vice President and Americas Go to Market Leader at Hitachi Consulting. He spent nineteen years there, responsible for the business development GTM operating model with a focal on talent attraction and retention, new market penetration strategies, channel optimization, customer expansion, and demand generation. Lee also spent time at Grant Thornton, leading strategic client account leadership and growing sales capacity focused on manufacturing/distribution companies with an emphasis on ERP deployments, supply chain optimization, and customer-facing adoption. Prior to Grant Thornton, Lee began his career at Andersen Consulting where he spent four years focused on system integration, ERP deployments, and process improvement. Lee resides in Frisco, Texas.

Lisa James is the Vice President of Professional Services at Relias, overseeing the P&L responsibilities of the successful delivery of all post-sales services. This includes critical functions: Consulting, Customer Onboarding, Integrations, Technical Services, and Managed Services for Relias’ extensive customer base. With over 25 years of experience in operations and services leadership in SaaS organizations, Lisa specializes in building, scaling, and maturing services organizations within technology companies, as well as developing new services offerings. Her career showcases a consistent ability to drive profitable growth while delivering tangible and measurable outcomes for customers. Her expertise spans the entire spectrum of a services organization, encompassing strategy development, go-to-market initiatives, offering development, operations, and implementing and driving improvement initiatives around AI and process automation. Before joining Relias in 2019, Lisa gained extensive experience in global services and operations, organizational consulting and client success with a focus in the areas of Learning, Global HCM, Payroll, BPO, and Human Resources Outsourcing through organizations such as Ceridian, SAP, EY, The Hackett Group, and Accenture. Lisa earned her Bachelor of Arts from Trinity College, and an MBA with a minor in Finance from NY Institute of Technology. Outside of work, Lisa enjoys volunteering as a Christian care counselor and a domestic violence crisis counselor. Lisa lives in Cary, NC with her husband and three fur babies, a German Shepherd and two cool cats

Marc Baret is the Vice President of Lifecycle Services Global Operations at Rockwell Automation. Together with his management team, he is overseeing the global engineering, business operations, quality, operational excellence, and digital transformation of Lifecycle services across the globe. He has dedicated his entire career to industrial automation, helping customers expand human possibility with technology. His previous roles have included engineering, product development, manufacturing, marketing, business management, general management, and acquisitions, ultimately leading to his current position as Vice President of Lifecycle Services Operations.

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Marc is passionate about reimagining business operations to achieve new levels of performance through the application of digital technologies and the optimization of the global workforce.

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Outside of work, Marc who is based in the UK is involved with local search and rescue voluntary organization.

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

Michele Riley is the Vice President of Professional and Managed Services for Diebold Nixdorf. She is responsible for the implementation, operations, and management of all services in the U.S. Riley joined Diebold in 2007 and headed up the professional services division for national accounts. Prior to joining Diebold, she worked at a major telecommunications company leading the development, engineering, and program management of the network infrastructure and management systems. She holds a BS in mathematics and statistics from Radford University and an MS in statistics from Virginia Polytechnic Institute and State University.

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

I am responsible for leading the Professional Services organization for Computacenter North America. We seek to deliver service excellence to our customers by providing expert capabilities grounded in proven methodologies. We view people as our key differentiator, recognizing their contributions and developing their talent as the foundation of our strategy. I have been in my current role for 1 year and bring with me 12 years of experience in Professional Services Leadership, 5 years in Senior IT Leadership for a Fortune 500 customer, and 5 years in Managed Services. As a US Air Force Veteran, I draw on the discipline and skills I developed in service to inform my leadership approach. On a personal note, I am married with one son, and we enjoy travel experiences together. In my free time, I am an avid BBQ pitmaster. My personal mantra is that life is a quest to be the best version of oneself.

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

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

Sheryl leads Toshiba Global Commerce Solutions’ Customer Success Organization. Sheryl and team drive Extreme Customer Satisfaction through the timely adoption of Toshiba solutions by 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. Sheryl’s previous roles at Toshiba include leading Strategic Accounts Services Delivery for the full Services portfolio and leading the combined Professional and Installation Services and Program / Project Management Office organization covering the Americas.

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Sheryl has 25+ years of progressive leadership experience directing product and services 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 high performing delivery leaders with the right project management structures, accountabilities, and tools to deliver 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.

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Thomas Gebhart is the Senior Vice President of Customer Care at PointClickCare.com, where he oversees all post-implementation activities for the organization including Customer Support, Optimization Services, Education Services, and Technical Account Management. With nearly 30 years of Professional Services and Client Success experience, Thomas specializes in developing customer facing teams in high growth organizations. He had held leadership roles at PointClickCare, NetSuite, InsWeb (Now Bankrate.com), and Accenture where he has focused on being an advocate for customer success and enterprise transformation. Thomas holds his B.S. Degree from University of California, Davis, and lives in the San Francisco Bay Area with his family.

Atul is the Senior Vice President and Head of CSS Global Operations at Atlassian, where he oversees global technical support delivery, migrations, and incident and escalation management. In this role, Atul is responsible for driving operational excellence and customer satisfaction across a rapidly growing, global customer base.

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Before joining Atlassian, Atul was Vice President of Cloud Support at Google Cloud, where he played a pivotal role in transforming support services and offerings across Google Cloud Platform (GCP) and Workspace. During his tenure, he led support initiatives that contributed to the company's remarkable revenue growth from ~$8B to $25B in just over three years. He was also a founding member of the Customer Experience Senior Leadership Team, shaping the post-sales customer success strategy at Google Cloud.

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Prior to his time at Google, Atul spent more than 11 years at Salesforce, where he held various senior leadership roles, including Senior Vice President of Global Support and Customer Success. During a period of hyper-growth, he built and scaled global teams from the ground up, implementing strategic initiatives that enhanced customer satisfaction and operational efficiency. Earlier in his career, Atul held key leadership positions at SAP Business Objects, ACS, and Ross Systems, where he developed a strong foundation in global support operations and customer success. A recognized industry expert, Atul has served on multiple advisory boards, including the TSIA Support Advisory Board, contributing insights on support strategy and customer success in the cloud era.

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Buffy Ransom is the Senior Vice President and General Manager of Global CX Centers. Her team blends customer insights with technical expertise to deliver globally consistent, compelling experiences. Under Buffy’s leadership, Global CX Centers delivers the full portfolio of Cisco support, professional, and managed services. Buffy brings to this role broad expertise across professional and support services and SaaS along with a passion for delivering exceptional customer experience. She is dedicated to flawless execution and an intense drive for excellence, while maintaining an eye for innovation. Buffy joined Cisco in 2022 after seventeen years at Oracle, where she served as Senior Vice President, ERP & SCM Cloud Service Excellence. During that time, she drove a service-mindset culture change as well as built proactive and preventative diagnostics for customers and support engineers. She has also held customer-focused executive roles at JD Edwards and Peoplesoft. A native of Colorado, Buffy is on the board of Parent Possible, which promotes and supports high-quality, proven parent engagement programs. She holds a Master of Science in Computer Information Systems from Colorado State University. Buffy enjoys traveling, playing tennis, and spending time with her husband and three sons.

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

Deepak Chawla has served as the Senior Vice President of the Global Product Support organization at UiPath since 2021. Under his leadership, his team is dedicated to delivering high-quality, differentiated support for Automation and AI ecosystems, ensuring both business continuity and optimal outcomes.

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Before joining UiPath, Deepak held senior support management roles in both start-ups and major corporations, including Sybase (now part of SAP), VMware, Cisco, and Nutanix. In these roles, he successfully built global and scalable teams with a strong emphasis on customer satisfaction. His approach included influencing engineering teams to develop high-quality products based on field feedback, creating tools to enhance productivity, and continuously innovating to improve organizational practices.

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Deepak’s contributions extend beyond his corporate roles. He has been a Board Member at TSAnet, served on Customer Advisory Boards for Salesforce and SupportLogic, and actively participates in various Executive Customer Support and Success forums in the San Francisco Bay Area.

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Deepak holds an MBA from the University of Cincinnati, a Master’s in Computer Science from the University of South Carolina, and a Bachelor’s in Computer Science from IIT in India. He lives in the Bay Area with his family and their dog, and is the proud parent of two daughters—one pursuing a career in medicine and the other in venture capital.

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Geetha is the Senior Vice President of Informatica’s Global Customer Support organization, dedicated to providing best-in-class customer experiences and accelerating customer outcomes. Since joining Informatica in 1998, she has driven service excellence and operational efficiency through various innovations. As part of Informatica's cloud transformation, Geetha has shifted the support organization from a transactional model to solution-based support, enhancing customer outcomes and driving consumption. Under her leadership, Informatica has achieved TSIA certification for customer service excellence and has been awarded the J.D. Power certification for the past four years, recognized as a leader in leveraging Automation and GenAI as part of the support teams’ shift-left strategy.

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.

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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.

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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.

Julie Baxter-Rudd has served as the Vice President of Global Support at Elastic since March 2022. She is responsible for over 200 engineers over a portfolio of products based on Elastics Search AI Platform with key focus on Generative AI, Search, Observability and Security. With over 25 years’ experience in the Support field, Julie leads large global support teams helping drive global transformational projects targeting customer experience through customer journey mapping, technology enablement, leadership development, and team enablement. In recent years, Julie has spent time developing Employee Experience programs using Employee Journey mapping and understanding the changing demographics in Tech Staff as the millennials move further up the leadership chain and in a very aggressive talent market. Julie is passionate about the next generation and STEM education, has built successful intern programs, sat on a board for a federation of schools in her local area, and gets involved in workplace programs that influence the next generation to consider a career in Tech. Inclusion and Diversity is also an area Julie cares deeply about, spending time and effort building and running work-based programs especially in the I&D area of Gender. Julie also sings in a choir, tolerates the gym, and loves spending time near the coast. She lives near London in the UK with her husband Barny, her 2 sons, Harry and George and the family Cocker Spaniel Neville.

Katherine Sullivan is the Sr. Vice President who leads the Marketing Cloud, MuleSoft, and Tableau Customer Support Teams at
Salesforce, 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.
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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.
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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.

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

Kristie is an energetic, driven, and dynamic leader with 25+ of experience in customer-facing delivery roles. She has a proven track record of building diverse, talented, and high-performing teams. Kristie’s career began at Sykes Enterprises, where she served as a Senior Account Manager for 5 years. She then moved to DecisionOne, where she ran the Technical Help Desk for 3 years as a director. Kristie joined Dell in 2000 and has held various leadership positions in Services over the last 24 years, all over the globe. Notably Kristie was appointed to set up and run the Oklahoma City site that is celebrating its 20th anniversary this year as well as spending significant time living in Malaysia running the local support services team. Kristie is widely known for her inclusive leadership style, adaptability, and approachability - all of which enables her to establish strong relationships with stakeholders and partners, driving exceptional results for Dell and its customers.

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Currently, Kristie serves as the Vice President of ISG Support Services leading an organization of 9K+ team members who support 40+ products in 15+ languages around the globe. Kristie oversees the E2E remote and field customer support journey, ensuring operational excellence and executing AOP commitments tied to our Services Modernization strategy. In her 1.5 years in this role, Kristie has delivered exceptional customer satisfaction and driven record-breaking customer satisfactions and championing digitalization across the support ecosystem. Kristie has partnered across Dell to uncover opportunities that maximize efficiency and proactively positions ISG Support Services for the future.

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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.

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.

Pankaj has over twenty five years of results-oriented leadership in pre and post sales client support management with a strong record of building and leading global teams in high-growth, dynamic environments. He is credited with building award winning and innovative global support teams. Most recently he has successfully utilized AI to improve the customer experience in addition to dramatically increasing profitability of Premium support.

Patrick developed a passion for the customer experience. After his studies in Electronics and working as a as a Technician for several years, Patrick got his first taste of a customer-facing role when he joined the Support organization back in 1999. In this role, he discovered how important the customer experience was for a company's success, and decided to make it a career. Throughout the last 25 years, Patrick's career has led him to take on leadership roles with global Support organizations. In 2018, he joined Coveo to lead and transform Technical Support. He then transitioned to General Manager, Service & Knowledge Solutions. Patrick currently serves as the EVP, Global Customer Experience at Coveo. In this role, he is responsible for all service teams, including Customer Success, Professional Service and Technical Support. His team also includes the Digital Customer Experience and Operations teams.

Shaun Mammen is responsible for the strategic direction and operational performance of global functions within Siemens Digital Industries software portfolio. His organization focuses on the adoption, expansion, and renewals for the portfolio of solutions. He is ultimately responsible for the post sale customer experience.

Shaun joined Siemens upon the sale of Mentor Graphics (Nasdaq: MENT) in 2017 for $4.5b. Shaun joined Mentor in 2004 and helped grow the company from $500m to $1.2b.

Prior to this, Shaun served as CEO and co-founder of Alexander Christian Clothing. In this role he and his team brought to market women’s footwear and apparel across the United States.  

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

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Sri Velamoor currently serves as VP of Global Support and Product Enablement at Workiva (NYSE: WK), the world’s leading platform for transparent reporting and regulatory disclosure. Trusted globally by over 6,000 organizations, Workiva’s customers include 85% of the Fortune 100.

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Mr. Velamoor has been driving Customer and Partner Experience transformations in the SaaS space for over 20 years by optimizing Customer Support, Customer Success, Professional Services, Enablement Services and Operations functions and has led global customer experience teams at technology companies ranging in size from VC-backed start-ups to multi-billion dollar public enterprises.

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His leadership approach is founded on the core values of accountability, integrity and curiosity. By setting an inspiring vision, aligning incentives with desired outcomes and fostering a culture of curiosity, data-centricity and bias for outcomes, he has established a track record of high performing customer support/success teams and leaders.

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He currently also serves as an advisor for the Central Washington University’s Strategic AI program, is a member of the HarvardBusiness Review advisory council and regularly appears on podcasts and presentations to share insights and perspectives on the evolution of Customer Experience.

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Mr. Velamoor earned a BS in Microbiology from the University of Washington and has completed the Global C-Suite Program at Wharton with electives in Corporate Governance, Neuroscience in Business and Driving Strategic Innovation.

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Stephan is a senior leader with over 25 years of diverse experience in the telecommunications industry. Currently serving as the Vice President of Global Customer Care at Ciena, Stephan leads a global organization, delivering world-class post-sales customer support for Ciena products. With a strong focus on organizational leadership, strategic planning, and digital innovation, Stephan excels in driving customer satisfaction.

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Prior to Ciena, Stephan held the position of Head of Customer Technical Support at Nokia, where he led the customer-facing, front-line regional Technical Support Organization for the Nokia Fixed Networks Business in North and South America. He delivered exceptional technical support, emphasizing continuous improvement and customer satisfaction.

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Stephan's experience also includes roles such as Canada Customer Delivery Leader at Nokia, where he was accountable for post-sales program delivery of the Fixed Networks portfolio nationally. He also served as Director of Business Transformation at Alcatel-Lucent, overseeing cross-functional coordination of business process and IT/IS projects. Stephan has a strong background in program and project management, having managed major acquisition programs and IT projects.

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Stephan holds a Bachelor of Computer Science with Highest Honours from Carleton University and is a certified Project Management Professional (PMP). He is known for his strong leadership skills, managing complex customer environments, and fostering successful relationships with internal stakeholders.

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Stephan resides in Ottawa, Canada with his wife, two children, and his dog “Kona”. He enjoys spending time with his family and cherishes his role as a dedicated husband and father.

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With a passion for customer success and a commitment to exceeding expectations, Stephan continues to make a significant impact in the telecommunications industry. He is fluent in both English and French.

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