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Steffen Low is Vice President, Global Customer Success at Automation Anywhere. Automation Anywhere combines Robotic Process Automation, Artificial Intelligence and Analytics to deliver the leading software automation solution for the enterprise. For more than 14 years, Automation Anywhere has provided industry leading automation solutions and in 2018, raised $550M in its series A round from NEA, Goldman Sachs, General Atlantic, World Innovation Lab and Softbank.
With more than 25 years in technology services and support, Steffen is a true innovator in customer success and business critical environments. He has uniquely defined the right mixture of services, support and technology automation to satisfy the most risk adverse customers, while growing customer loyalty and revenue.
Prior to joining Automation Anywhere, Steffen was Vice President of Customer Excellence and Success at Apttus, Vice President of Customer Success Operations at NetApp and Vice President/GM/Founder of Business Critical Services at Symantec, where he built a STAR award-winning organization from the ground up. His career at Symantec also spanned product management, global support, global service solutions, and partner programs. He previously held service, support and IT leadership roles at Linuxcare, SGI and Lockheed Martin.
Steffen has a bachelor's degree in Economics from University of California/Los Angeles.
Juan Felipe Lagos Lucero is Head of Customer Success at AVEVA. AVEVA is a global leader in engineering and industrial Software driving digital transformation across the entire asset and operational life cycle of capital-intensive industries. The company’s engineering, planning and operations, asset performance, and monitoring and control solutions deliver proven results to over 16,000 customers across the globe.
Juan has more than 24 years of experience in Industrial Automation, helping customers build and sustain mission critical applications globally in the Consumer, Oil & Gas, Mining and Life Sciences Industries. He has focused his entire career on helping customers be successful with a balance of services and technology, thus building long standing relationships. Juanis currently focused on building the global Customer Success Management Practice at AVEVA.
Prior to joining AVEVA, Juan was the North America Customer Success Leader at Rockwell Automation. During his tenure at Rockwell Automation, he held positions of increasing responsibility in Sales, Global Account Management and Services. Prior to departing Rockwell AutomationJuanhelped incubate the Customer Success practice there and to implement it globally. Juan has a passion for building successful and mutually profitable lifelong relationships with global clients.
Juan has a bachelor’s degree in Mechanical Engineering from the University of California San Diego.
Francessca Vasquez is the Americas Head of Solutions Architecture and Customer Success at AWS. Her organization focuses on delivering prescriptive technical and industry solution guidance throughout a customers’ journey with AWS. They help customers enable digital transformation, new customer experiences, and business innovation outcomes. Prior to AWS, Francessca spent 11 years with Oracle, most recently as the Group Vice President of Oracle’s North America Cloud Infrastructure team for Commercial, Public Sector, and Alliances. She’s held numerous leadership roles in sales, consulting, business development, and architecture strategy with Salesforce (Americas lead for Enterprise Solutions & Architecture), CSC (now DxC Technology) as the Global Practice Lead for Oracle and Cloud including two global innovation centers in the US and UK, Sun Microsystems, and the U.S. Department of Defense (DoD). Francessca holds a Master’s degree in Science and Technology Public Policy from George Mason University, a Bachelor’s degree in Computer Science from the University of Lynchburg, and serves as an Inclusion Ambassador for Amazon. She is a STEM advocate and active participant in non-profits that inspire cultural inclusion and diversity such as the Information Senior Management Forum, Hispanic IT Executive Council, Code.org, and Rainier Scholars – a 12 year program offering a pathway to college for low-income students of color. She and her family reside in Seattle, Washington. Follow Francessca on Twitter @francessca_
Kim is the Global Vice President of DocuSign’s Customer Success, Adoption and Enablement Organization within DocuSign’s Customer Success Organization. Her team’s focus is on driving customer outcomes to maximize the capabilities and value of DocuSign’s System of Agreement technology platform. Kim’s team includes Customer Success Management, consisting of both Customer Success Management and Customer Success Management At-Scale, Customer On-Boarding and DocuSign University. She has over 20+ years of experience working in successful services technology organizations. Before joining DocuSign, Kim held services leadership positions at Adobe, Qlik and Symantec.
Carlos Granda is the VP of Global Customer Success at Google Cloud, where he is building a rapidly growing team responsible for developing and implementing strategies for accelerating cloud adoption across global enterprise customers. Carlos joined Google Cloud in September 2019, bringing over 20 years of experience leading digital transformations for customers. Most recently, Carlos was VP of Global Customer Success at SAP, where he oversaw SAP Cloud Customer Success.
Prior to SAP, he served as VP of Customer Success at Salesforce, where he led a team of more than 2,500 consultants, technical consultants, trainers, and customer success managers. Carlos has also held similar customer-facing leadership roles at VMware and BMC Software —where he helped organizations unlock the value of disruptive technologies; some of these customers managed IT budgets ranging from $250 million to more than $2 billion.
Carlos was the executive sponsor and founder of Business Women’s Network Cloud Services, which strives to connect current and future female leaders from cloud services roles to build meaningful relationships, expand leadership capabilities, and share best practices. In 2019, he was named to Hispanic IT Executive Council’s (HITEC) “100 most influential and notable Hispanic professionals” list for the technology industry. Carlos lives in Southern California with his wife, two sons, and their golden-doodle named Rocky.
Nancy Mattenberger is Executive Vice President & Global Chief Customer Officer at Infor. Her organization is focused on championing customer centricity and driving long-term value for Infor’s customers.
Nancy’s career in technology spans over 20 years and she is true global citizen. She has held a variety of consulting, sales and customer success management roles across the US, Asia Pacific and Japan, Europe and the Middle East with Infor, Oracle, Kronos and PriceWaterhouseCoopers.
Nancy is a qualified board director, passionate about helping not for profit organizations be successful in their digital transformation. An active member of WIN, Infor Women’s Network, she is dedicated to promoting STEM and diversity in the Technology sector. Nancy holds a post-graduate in management from the Greenwich School of Management in the UK.
Srivatsan Vaiyakarnam is SVP of Customer Success at Informatica and is responsible for the Strategy and operations of the Global Customer Success function which helps customers become data-driven Intelligent Enterprises. As a key member of Informatica’s senior leadership team he is also involved in defining the overall post-sales strategy. In his 21-year career at Informatica, Srivatsan has held several Strategic and Operational Leadership positions in Support and Engineering notably as VP of the Global Customer Support teams in North America and APJ where he incubated support centers in India, Japan and China. Most recently he was the Managing Director of Informatica India Operations where he was responsible for the overall operations of the 1000 Strong Informatica India team spanning multiple functions.
As a member of the Customer Success leadership team, David directs the strategy and execution of Medidata’s global Customer Engagement function focused on improving their customer’s overall experience and enhancing their ability to use their solutions to realize meaningful outcomes.
David lives in Charlottesville, VA with his wife and daughter. He received a Bachelor of Science degree from Shenandoah University and a Master of Business Administration degree from George Washington University.
As the CCO, Roberto leads Qlik’s global customer engagement team, creating transformative experiences to ensure customers and partners alike are successful with Qlik solutions from sale to renewal.
By continuously measuring and driving adoption, Roberto’s team ensure customers realize continuous and quantifiable business value. His worldwide team includes Education Services, Customer Service, Global Support, Consulting Services and Customer Success Management.
Most recently, Roberto was VP, Customer Success Services, Autodesk, responsible for leading a global services organization of 650+ professionals. There he managed the Enterprise and Cloud Success and Service delivery teams, substantially increasing adoption year-on-year and driving long-term account retention and growth. Roberto is known for building highly skilled global teams supported by well-defined processes and systems to enable scalable execution of global service delivery and customer success organizations. Roberto holds Diploma of Electronic/Electrotechnics Engineering and as a board member of TSIA (Technology Service Industry Associations) is a frequent speaker on Customer Success best practices.
Chris Singh is the Senior Vice President of Customer Success Management at SAP.
With over 15 years at SAP, Chris has deep expertise in handling large enterprise customers, thought leadership in business transformations, cloud, experience management and sustainable business practices. He also helped SAP to create a cloud culture mindset, business model, and organizational changes to succeed in the cloud. These changes have resulted in significant gains in CSAT, renewals, incremental cloud subscription revenues and customers achieving their business outcomes. Coming from an acquired company, Chris has held key leadership roles in Product and Software Development, Innovation, Engineering and Customer Success
In 2015, Chris moved from Toronto to Philadelphia as the Head of Innovation - SAP Digital Business Services. Then, in 2017, he assumed his current position as SVP Customer Success Management. Since starting this role, he created the SAP brand – SAP Preferred Success, a best in class Customer Success Management program that has helped thousands of customers in 53 countries meet their business and strategic goals in the cloud.
He also serves on the Board of Advisors at CSM Practice. Chris is a social media influencer and regular guest speaker on customer success, innovation and value-based technology trends. He is often a keynote speaker at various global events such as The Customer Conference, TSIA, SAPPHIRE NOW, ASUG Annual Conference, etc.
Chris is an avid cricketer and ice hockey player. He also enjoys creative writing and helping the world to be a better place.
Chris Bates has 20 years of experience leading customer-facing organizations in high-growth technology companies. Chris is currently the vice president of customer success at Tableau Software, the industry-leading visual analytics platform. His global organization is responsible for ensuring that Tableau's 60,000+ customers are maximizing business value and impact from Tableau.
Prior to Tableau, Chris led the Global Customer Success organizations at Clarizen, a leading SaaS project management company, as well as at Salesforce. Chris's career also included a variety of Sales and go-to-market leadership roles at Dell, both in the U.S. and leading a global team while based in London. Chris started his career at Procter & Gamble, where he first developed his passion around customers. Chris holds an MBA from Harvard Business School and a B.S. in Marketing and Finance from the University of Virginia. Chris lives in San Francisco with his wife and son.
Mindy Cunningham, a seasoned and accomplished professional services executive with a passion for customer success, is Vice President, Legal Professional Services for Thomson Reuters (TR). In this capacity, Mindy has responsibility for the global strategic direction, operations, and delivery of functional and technical consulting services that enable the implementation and adoption of TR’s Legal business management solutions.
Mindy previously held the position of VP, Customer Success for Ellucian, a market leader in higher education technology solutions, where she was responsible for delivering customer success services to more than 3,000 colleges and universities globally. Prior to joining Ellucian, Mindy was the Vice President of Enterprise Support Services worldwide for Citrix. Mindy has held previous leadership positions in large global companies, including RGP and Unisys, and was a Partner at BearingPoint & KPMG Consulting focused on designing, delivering and supporting enterprise-wide business and technology transformation solutions. Mindy spent the early part of her career as a Certified Public Accountant with EY and holds a degree in Accounting from American University.
Mindy serves as a member of the Technology Services Industry Association (TSIA) Customer Success Advisory Board since 2019. She and her husband reside in Fort Lauderdale, Florida with their two Boston terriers and are the proud parents of four adult daughters. Mindy enjoys spending time with her family, traveling the globe and practicing hot yoga.
Since 25 years Dirk´s passion is to help customers being successful with software solutions and for this to implement learning innovations.
Dirk is as Area Vice President Education at BMC Software responsible for the customer and partner education strategy, development and delivery. He implemented and executed an education digitalization strategy in BMC and moved the face to face focused and transactional training and certification program into a 24/7 offer for blended training and certification with 50% subscription, increasing significantly revenue and margin.
Prior to BMC, Dirk held many different leadership roles in education services like running PTC University in EMEA, Alcatel-Lucent´s global education portfolio with 4000+ titles, or Genesys University globally.
Dirk has served in the TSIA Advisory Board before and still in the CEdMA US and EMEA Board of Trustees.
Dirk holds a Master in Psychology from Ludwig-Maximilians-University in Munich.
Christy Vega brings 12 years of experience leading both direct and indirect Education sales teams to success, with a background in channel partner and program management and operations. In her current role, she is responsible for Global Education Sales and Services, aligning channel and market needs to technically enable and verify skills for Citrix customers, Partners, and employees through Instructor-led, eLearning, subscription, end-user training, and tiered world-class certifications. Additionally, her team develops and manages partner programs through which the channel delivers nearly 100% of Citrix Education’s training. In her prior roles at Citrix, Christy has led Operations, and Partner programs teams. She was named to CRN’s Women of the Channel’s list in both 2019 and 2018 and is an active student of the book Multipliers: How the Best Leaders Make Everyone Smarter (Liz Wiseman). Christy resides in Northern Virginia with her husband, two daughters, and Brussels Griffon.
Cindy Etherington, Vice President of Dell Education Services, is responsible for supporting our customers, partners and internal team members with world-class, innovative learning solutions. Responsibilities include P&L management, inclusive of sales, portfolio, content development, delivery and operations.
With over 25 years of experience in the technology industry, Cindy joined EMC in 2011. Previous responsibilities included operations and planning for Dell Services and Digital as well as go-to-market strategy and enablement programs for Global Technology Alliances and the Americas Professional Services businesses.
Prior to joining EMC, Cindy held various services sales leadership positions at Hewlett Packard Company, Compaq Computer Company and Digital Equipment Corporation. She is a graduate of Lesley College in Cambridge. Cindy is an advocate for women’s leadership and active mentor for young professionals.
Rochana is the Director of Learning Services at Google Cloud, part of the Customer Experience leadership team, driving strategy to enable customers, partners, and employees to develop and advance their skills as they adopt cloud technologies. Her team's responsibilities include content development, delivery, operations, Learning technologies, and PnL management. Rochana has 25 years' experience in training Curriculum, Certifications, and Sales Enablement. Prior to joining Google Cloud in 2016, Rochana held various leadership positions in the Learning team at AWS and VMWare. She is a champion for diversity and inclusion and as part of the DEI council at Google Cloud drives various programs for increasing representation and creating diverse leadership teams. She lives in the Bay area with her husband and two daughters.
Bill Horzempa leads the Hewlett Packard Enterprise Educational Services Global Delivery team. In this role he is responsible for the worldwide delivery of HPE’s customer, partner and technical employee education curriculum. In addition Bill is responsible for developing the programs and tools to ensure HPE customers can find and take the training they need to stay current on HPE’s and industry emerging technology products and solutions.
Previously Bill was a founding member and the Chairman of the IT Certification Council, which works with individuals, employers and test sponsors to ensure that IT certifications confirm that certified individuals have the right skills to perform on the job.
Prior to joining HPE Bill held a number of senior positions within Compaq, Digital and General Motors, including leading Digital’s Americas pre-sales technical organization, Compaq’s field support technical centers and developing real time solutions in the automotive industry.
Bill has over 25 years of technical, education and leadership experience and holds a B.S. in Electrical Engineering, M.A. in Business and is a registered Professional Engineer in the states of Massachusetts and Michigan.
Danielle Campbell is the SVP, Global Enablement and Education at Infor. Previously she was with Adobe where she was the Head of Global Learning Strategy responsible for driving customer and partner product adoption strategy, training product development, GTM and technical readiness for the Adobe Experience Cloud business. Prior to her strategy role she led the Americas Education business. She has held various leadership roles in enablement and education including Vice President of Education Services at Plex, Sr. Director at Hortonworks and Red Hat where she led their global training business and was the Americas Education leader at Lawson Software and Business Objects-an SAP company, before that. She is a graduate of the University of Illinois at Urbana-Champaign and completed the 'The Women's Senior Leadership Program' at Kellogg School of Management at Northwestern University.
Sanjiv Varma currently leads the Juniper Education Services team where he is responsible for all customer training and certification programs.
His experience includes balancing proliferation, adoption and revenue goals. Establishing turnaround education programs for revenue generation and internal enablement are his key strengths. Digital transformation, subscription, quality and timely SLA based content development, operational efficiencies and stakeholder interlock are some of the key programs Sanjiv has established.
Sanjiv has previously worked in Education Services leadership roles at VMware, NetApp and Sun Microsystems. Sanjiv has been a speaker at TSIA, Oracle OpenWorld, published in the ASTD magazine and a co-chair of the TSIA social media forum.
Lane Giles is the director of education services for the Global Support and Services division of Mentor, a Siemens Company. Mentor is an industry leader in electronic design automation, providing software and hardware design solutions that help engineers around the world conquer design challenges in the increasingly complex worlds of board and chip design.
As the training leader at Mentor Graphics, Lane is responsible for knowledge management across customer facing platforms and manages the global content development and delivery strategy across a wide product portfolio. His primary focus is in building subscription-based OnDemand product training libraries that provide learning personalization, virtual hands-on lab exercise and knowledge checking as student progress through learning path roles.
Lane is a customer experience leader who believes that the role of training is to drive customer adoption, loyalty, and satisfaction. During his 25 years in the enterprise software market, Lane has worked at Sage, Computer Associates, and Software Business Technology, managing training, software development, professional services, quality assurance, technical publications, and support and service call centers.
Karl Reynolds is the Senior Director of Global Learning Services at Red Hat, where he is responsible for expanding the global community of skilled and enthusiastic users of Red Hat open-source technologies. Prior to Red Hat, Karl held many different leadership roles in education services at Business Objects (now part of SAP), PeopleSoft (now part of Oracle) and Lawson Software (now part of Infor). Karl is passionate at leading and growing the sales engine of an education services business. Throughout his career, he has also had the opportunity to take many innovative and very successful learning offerings to market. Karl received his degree from Virginia Tech. He and his family currently reside in Cary, North Carolina.
A 10-year veteran of salesforce, Amy is a strategic enablement executive who is passionate about delivering results for customers both internally and externally through Trailhead. Trailhead empowers students, job seekers, customers, partners and employees with the skills and knowledge to be successful through engaging, award-winning and press-recognized, high touch education programs. As Senior Vice President of Trailhead Go To Market, Amy is responsible for leading the global education services and product P&L organization including sales, operations and delivery of learning experiences, events and solutions worldwide. Her organization has been honored as ‘Best Use of Blended Learning’ by Brandon Hall and listed in the Top 10 of the 'Learning 100' from eLearning magazine.
Amy's career at salesforce has also included product marketing for the Partner Relationship Management (PRM) product, she has led global sales enablement programs, served as the high tech industry expert and she created the first ever Executive Briefing Center Program (EBC) for salesforce. Amy led the EBC team to be recognized broadly in the industry and internally as a strategic sales program. She led the design and launch of the new briefing center space in San Francisco's Landmark Building and opened briefing spaces in Chicago, New York, London, Paris and Tokyo as well as the created the executive briefing center experience for the company's annual Dreamforce conference.
Before Salesforce, Amy held various roles in tech including product management, marketing, implementation & training for cloud companies in the channel management and human capital management markets.
Amy has been a frequent speaker at Dreamforce as well as at sales kick-off's and industry events. She is an active member of the Salesforce Women's Network and was a leader of the philanthropic committee focusing on programs that help develop job skills for those returning to work and for organizations that support the health and success of women and children and is also an Executive Advisor of Faithforce, an internal group focused on diversity and explorations of different faiths and traditions. She has been nominated in several Salesforce leadership development programs, and she is an active coach/mentor for employees in her organization and across Salesforce. She and her team have recently 'adopted' Galileo High School in San Francisco to help drive STEM education.
Amy has a B.A. from Denison University and lives in the San Francisco Bay Area with her husband and 12 year old boy/girl twins.
Catherine (Cat) Lang is responsible for making sure that the people who architect, implement, administer, and use ServiceNow solutions have the proven skills and knowledge they need to be wildly successful. Cat looks after Training, Certification, and Partner Enablement for ServiceNow’s customers and partners and, in that role, brings content, programs, and career development support to everyone who is or aspires to be part of the ServiceNow ecosystem.
Prior to joining ServiceNow in late 2017, Cat was Chief Learning Officer and Change Management Practice Owner at Appirio (a Wipro Company) where, at times, she was also CHRO, Head of Product Strategy and Development, and Community lead. In previous lives, Cat was head of Google Enterprise University and, prior to that Vice President of Training and Certification at Salesforce. Cat holds an Ed.D. in Organizational Change and Leadership from the University of Southern California and Bachelor’s degree from Harvard University.
Jan is the global head of digital learning solutions and product knowledge portfolio at SAP. Jan has a track record of managing large, global organizations and budgets, developing and executing transformation strategies and has lead acquisitions on behalf of SAP. He has lived and worked in locations like Germany, UK, India, Sweden, France, and the US.
In Jan’s 20+ years of business software experience knowledge transfer and learning has been the red thread. In recent years, Jan has been leading SAP’s transformation to digital learning. Today, SAP has over 1m learners learning digitally.
Previously, Jan has held various global management roles amongst others in consulting for CapGemini and Accenture and in product management, business development, and education services for SAP. Jan has developed a knowledge management program in partnership with INSEAD in Paris, France.
Jan holds a Masters degree from Group Ecole Supérieur de Commerce (Marseille, France) and a BA Hons in Business Administration and International Management, from the Hochschule fuer Wirtschaft, Department of Economics (Bremen, Germany). He has also passed the SAP Strategic Management Program delivered by INSEAD, LBS and Wharton as well as the Finance and Accounting program for non-financial Executives delivered by Stanford BS. Jan speaks German, English, French and Swedish.
Jeremy Aston is part of the Customer Experience organization (CX) and is responsible for Strategy and Planning to accelerate Cisco’s services and support business, while scaling its customer success functions. His focus includes long range planning, market intelligence, go to market, and inorganic strategies that drive recurring revenue growth for Cisco.
Jeremy has more than 20 years of experience in the IT industry, with a strong background in partner success planning, and executing Cisco’s sales strategy in new markets and business models. He has experience in software, licensing, SaaS, and storage as well as operations, strategy, and sales leadership. Prior to joining the CX Organization, he served as Cisco’s Sales Strategy lead for software and recurring revenue, as well as Sales Director for Cisco’s Commercial Select business. Prior to working at Cisco, he spent time at EMC and Lanier Worldwide.
Jeremy holds a B.A. degree from University of Utah. In his spare time, he enjoys surfing, running, and traveling with his wife and two daughters. He is a member of the Surfrider Foundation, dedicated to the protection of the ocean waves, and beaches.
Johan Kvist is a Client Success Facilitator for Ericsson. Currently based in Stockholm, Sweden. Has a responsible for supporting accounts worldwide to drive Customer Outcomes and a change towards a Customer Centric heartset and mindset. Building go to customer models based on convergence between sales and delivery. Prior to his current role he has been located and responsible for Customer Support Delivery and Sales in Asia for 14 years. He has more than 20 years’ experience in the telecom industry.
Grad Rosenbaum is the Vice President and General Manager of the Americas Solutions Business at HP. He is responsible for the go-to-market strategy, P&L, delivery execution and overall financial performance of the Americas print and personal systems services businesses. This includes the sale and delivery of managed print services, printing and workflow solutions, and personal systems services for HP’s consumer, corporate, enterprise and public sector segments. In addition, Grad is responsible for HP’s System Integrator Alliances program for the Americas Region.
Grad is a customer-centered leader with a proven track record of exceeding business results, success in cultivating talent and managing organizations through transformational change. Through his 30 year tenure at HP, he has held a number of executive leadership roles, and he has been instrumental in the creation, development and expansion of the global managed services business. Prior to his current role, Grad successfully led the Americas Print Services Business, U.S. Print Sales, and the Americas Signage Business. Prior to joining HP, Grad worked at Lockheed Corporation.
Grad holds a Bachelor of Business Administration from the University of Massachusetts, Amherst and a Master of Business Administration from Babson College. Grad resides with his wife and four children in North Andover, Massachusetts.
Sean Sauter, vice president of global system services for IGT, is a passionate gaming and technology service professional of 20 years. After his studies at McMaster University and Durham College in Ontario, Canada, Sean proudly began his career in the gaming industry at the Great Blue Heron Casino. It was there that Sean caught the bug for the gaming industry, but more importantly, a passion for technology, continual service improvement, and developing solutions for complex business challenges.
Since then, Sean has been involved in the evolution of many Gaming technologies and has been IGT’s thought leader and driver for many strategic service transformational initiatives around the globe. These transformations have brought standardization to IGT’s service delivery, innovative technology solutions, and product & service revenue growth.
Denise Rundle is the general manager within Microsoft's Customer Service & Support organization, responsible for Microsoft's Advertising, Partner and Sales Support Services WW. She leads a team of retail sales, commercial technical presales, retention and advertising support professionals globally. She is accountable for delivering $1B in influenced revenue from direct product sales, save and retention, consumption and lead generation (pipeline).
Prior to her current role, Rundle was responsible for developing the customer service strategy, offerings and go-to-market for Consumer, Advertiser, and Unmanaged Commercial customers WW. She has held many leadership positions at Microsoft including building the online support assets in the early days of the internet, envisioning and building the first Microsoft Most Valuable Professional community program, and many years at the helm of Microsoft Global Consumer Support.
Before joining Microsoft, Denise worked as a consultant teaching small businesses how to deploy software and networking solutions to optimize their business. Denise has an undergraduate degree in speech communications, journalism and public relations.
Jesper Cordes serves as Vice President of Customer Experience for SimCorp’s North American region.
He is focused on delivering value to SimCorp’s existing client base and driving engagement with strategic stakeholders. As part of this, Jesper has been instrumental in defining and developing the company’s overall customer engagement model.
Since joining SimCorp in 1998, Jesper has played an integral role in the Support and Operational Services business, and the development and growth of SimCorp’s presence in the North American market.
Jesper holds a Master's degree in Mathematics & Economics from the University of Aarhus, Denmark.
Ken serves as Senior Vice President for Technology and Telecom businesses operating out of SYKES Manila. He is responsible for overall service delivery, financial performance and the growth of a portfolio of Fortune 500 clients. Ken is always eager to help solve some of the toughest challenges his clients and the BPM industry face. He has seen that focusing on his client's success and growth is the most effective way to run an organization.
Over the years, Ken has developed and implemented a growth flywheel which builds people and teams to deliver world-class service and help clients be successful. For clients, he is a trusted adviser and a savvy business leader who can help them move from problem to success with their consumers and experience at the center.
Ken is passionate about his family, golf, helping clients, and developing people. He holds a Masters of Business degree with emphases in Finance and Alternative Dispute Resolution from Pepperdine University.
Russ Nettle took on his most recent role as the vice president of services at Vital in April of 2014. Russ presides over all services within the Vital business, including professional services, customer success management, and customer success support. He joined the company in 2003 and has held the roles of customer support manager, director of service account management, and director of professional services.
Prior to his employment at Vital and receiving his Series 6 and 63 licenses, in addition to his MSCE certification, Russ held a variety of positions within IT, Enterprise Applications and Finance. He has received his Bachelor of Arts from the University of Minnesota.
Ashlie joined Cisco as the Vice President of the Global Services Logistics and Operations team in January 2021. She is responsible for service parts planning, distribution, fulfillment, returns, repair, asset recovery, and field service management for Cisco’s 1400+ distribution depots globally. Prior to Cisco, Ashlie led various Supply Chain functions at Dell Technologies, where she most recently Vice President Procurement for the Server business. She is based in Austin, Texas, and holds an MBA from UCLA.
Dillard Myers has more than 25 years of demonstrated global logistics experience with various governmental and corporate organizations. Prior to Cisco, he held the Marine Corps senior logistics colonel’s position on the West Coast, providing total support to more than 45,000 Marines and sailors. He has had documented success in senior leadership positions, providing vision, focus, and development of supply chain strategies for service organizations having inventories exceeding $5 billion and annual budgets exceeding $700 million.
Currently Dillard leads Cisco’s Global Service Supply Chain organization, supporting more than $8 billion in services revenue globally. He has designed, built, and deployed capabilities to support their customers in 128 countries with 1,100-plus distribution depots.
Bob Feiner joined Dell Technologies in 1999 and serves as Senior Vice President of Dell Technologies Global Deployment and Partner Services. He leads a global organization that supports Dell Technologies’ customers in more than 140 countries. His team of nearly 4,000 provides services to customers around the world throughout their life cycle including configuration services, installations and deployments, managed services, education services, on-site support, and asset resale and recycling. As the leader of Dell Technologies Global Deployment and Partner Services organization, he is responsible for managing a $1B business.
Bob is also the global co-chair for True Ability. True Ability is Dell’s Employee Resource Group for team members impacted by special needs and/or disabilities. In 2015, Bob was recognized as the Springboard Consulting North America Disability Champion of the Year.
His prior experiences at Dell Technologies include leading various field services teams, managing technical support centers, and building the first of what would become six global service command centers.
Prior to Dell, Bob was a management consultant in Ernst & Young’s supply chain management practice. He also held a variety of roles in the energy industry. Bob has a Master of Business Administration degree from the University of Texas–Austin, 1997 and has a Bachelor of Science in Mechanical Engineering from Tulane University, 1991.
Chase Andrews serves as Vice President of Global Field Operations for the Service Division of Diebold Nixdorf. He is responsible for field service delivery, operational support functions, service logistics, installation services and continuously improving the customer service experience. Over the past decade at Diebold Nixdorf, Chase has served in several engineering, quality and large account management roles, in both the U.S. and Europe. Prior to joining DN, Chase spent over 10 years in the semiconductor and contract manufacturing industry in engineering, manufacturing and operations roles.
Mark Coward is the Vice President of Global Service operations for Elekta and based in the United Kingdom. Responsible for Elekta Global Service Operations, developing & implementing service strategy and initiatives for improved service business profitability and successful customer outcomes. The service portfolio in Elekta covers field service, customer support and support centres, education and training, as well as the predictive and remote support.
Mark has extensive service experience within Healthcare, Semiconductors and communication sectors, driving change and best practice. Prior to joining Elekta in 2007 Mark worked for US based, Applied Materials, holding various positions within manufacturing, Service and Key account management, working closely with large blue chip customers and including multiple international assignments in the US, Europe and across Asia.
Elekta is a leading innovator of equipment and software used to improve, prolong and save the lives of people with cancer and brain disorders. The treatment solutions and oncology informatics portfolios are designed to enhance the delivery of radiation therapy, radiosurgery and brachytherapy, and to drive cost efficiency in clinical workflows. Elekta employs over 4000 people around the world. Headquartered in Stockholm, Sweden, Elekta is listed on NASDAQ Stockholm.
Franck Perrin has been the director of international service operations for four years at Endress+Hauser Consult (Switzerland), the holding company of the Endress+Hauser group, a leading worldwide provider in the field instrumentation and process automation. In this role he is in charge of ensuring that different service units located in 44 countries are developing their operations in accordance to the E+H service strategy, standard portfolio, and processes. He also participates in the development of the service strategy and in different projects, that require his consulting and expertise in service management.
Initially trained in measurement instrumentation, Perrin started his career with Endress+Hauser as a sales engineer in the French sales center. He became product manager in the late 90s on a reengineering project to establish a process organization in the European sales centers for the Euro zone creation. It was during this project that he got the “service bug”. He changed his orientation to become service director of the French operations. His mission was to transform an old fashioned, reactive, service cost center to a highly profitable business unit offering value-added services.
During his different missions, Perrin has continuously learned to adapt his skills to the requirements of his various positions. He has a degree in sales and marketing management and a masters in strategic management and controlling.
Ramesh Giri has been a highly valued executive with Hewlett-Packard for more than 15 years. Over the course of his career Ramesh has consistently been promoted and deployed to optimize talent and operational performance in organizations with limited resources. In the face of such challenges, he has consistently lowered costs, enhanced the customer experience, improved competitive position, grown revenues and added significant value to the company.
After joining HP in 2002, Ramesh ascended through increasingly responsible roles in Quality and Operations. Since that time, he has provided cost-effective and forward-looking leadership in the Commercial delivery of PCs and Printers, Enterprise Support for Server and Storage and Global Service Desk Delivery. Prior to joining HP, Ramesh served as Assistant Vice President of Quality at GE Capital at Hyderabad, India, an organization known for the quality of its leadership.
Throughout his career, Ramesh has worked relentlessly to enhance the customer experience and improve Net Promoter Scores, an alternative metric to traditional customer satisfaction research with a high correlation to revenue growth.
Most recently Ramesh held the role of Vice President, WW Quality, Category and Experience Transformation, building and leading teams focused on improving product quality, introducing new products, building strong strategic alliances, transforming customer support, engineering best-in-class global solutions, and supporting end-to-end support transformation.
In a previous role, Ramesh functioned as Director of a major HP Contact Center where he led an organization that provided remote support within the region as well as HP-badged support for customers located in AMS, EMEA and APJ. Ramesh built the CS Contact Center ecosystems of both HP-badged and partner contact centers that added substantial value to the organization by enabling HP partners to improve their performance, lower costs, optimize the customer experience and accelerate revenue generation.
Ramesh holds a Bachelor's Degree in Mechanical Engineering and a Master's Degree in Manufacturing Technology. He is a Certified Black Belt and a Master Black Belt. Ramesh currently resides with his family in Palo Alto, California.
Mark Horvath joined Hologic, Inc. in September 2020 as the Vice President, Service Operations for the Breast and Skeletal Health division. Hologic, Inc. is an innovative company primarily focused on improving women's health and well-being through early detection and treatment. The portfolio of technologies includes breast & skeletal health solutions, diagnostic solutions, and GYN surgical solutions. In his current role, Mark’s focus is the development of sustainable efficiencies and scalability of a global service delivery model.
Prior to joining Hologic, Inc., 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.
Mark holds a Bachelor’s degree in Economics from McMaster University in Hamilton, Ontario, Canada. Mark resides in Shrewsbury, Massachusetts with his family.
Subba Krishnan leads North & Latin America Field & Delivery within Customer Support for HP Inc. He sets the strategic vision and executes to achieve benchmark results in customer loyalty, margins, and account growth, by inspiring people to achieve meaningful innovation and engagement.
Currently, under his leadership, a skillful team (1200+ and several partners) provides services to over 30+ million install base, 100+ key accounts, and channel partners throughout their lifecycle including Field, Managed & Professional Services across Onsite support, Installs & Deployment, Account and, Program management, Configuration services and host of custom services achieving successful customer success, people engagement & business results.
Since joining HP in 2003, he has led several management roles such as establishing Global delivery contact centers in India & Costa Rica, executing innovative changes in supply chain & repair operations across the Americas, and setting up and leading services category & channel management organization to drive multi-year strategy driving TSIA’s LAER model enabling order to revenue growth, enhance customer loyalty and achieve category-level business growth.
Subba’s career spanning over 25+ years in customer support, he has established and led large global contact centers for Dell and other third-party providers. He built his foundation in Sales, Marketing & Client management during his early years.
Subba is originally from India with a Business degree, in his journey with HP he moved to Costa Rica in 2005, and then to the USA in 2008. He currently resides in Atlanta, GA, and in his spare time, he enjoys spending time with his family raising two kids, traveling, reading, cooking, and volunteering.
Scott MacPhee is the Vice President of the HPE Pointnext Services Global Field Delivery organization. The services account management and delivery arm of HPE Pointnext Services, we deliver to our customer commitments around the world as their trusted advisor and partner throughout the services lifecycle - from advisory, transformational and operational services. This team, with its breadth and depth of skills and talents, helps Hewlett Packard Enterprise customers achieve business success at the highest levels of customer satisfaction.
Scott joined HP in 1995 as part of the Convex Computer Corporation acquisition, and with more than 30 years in the industry has held positions in manufacturing, field delivery, remote support, customer escalations, product development and quality.
Based in Frisco, TX, Scott is married with two sons and is active with the youth programs at his church. Scott holds a B.S. in Computer Science and Engineering Management from Texas A&M University in College Station, Texas.
Keith Stanback is the vice president of North America systems support services for Oracle Corporation. He is responsible for over 1,100 hardware field service delivery employees and oversees Oracle's Premier Support customer base. He has been in the computer industry for over 30 years and has over 26 years of management experience.
Prior to joining Oracle, Stanback held senior leadership roles at Sun Microsystems, including senior director for the Western and Southern Areas in the United States. He managed Sun's support services business for four different vertical markets. As a senior leader for Sun, Stanback established a reputation of driving revenue and shareholder value while improving Sun's overall customer satisfaction and loyalty.
In 2002, Stanback accepted a two year international assignment in Asia Pacific as the managing director of Sun support services for Australia and New Zealand. Under his leadership the support services business achieved very strong operational performance, record service revenues and record maintenance contract penetration rates. Prior to moving to Sydney, Stanback was director for strategic account services in the United States, where he helped develop, market, and manage the newly enhanced service delivery model that was specifically designed for Sun's top customers around the globe.
Earlier in his career, Stanback held several key senior management roles at Wang Laboratories and Delta Data Systems. As a leader in the Federal Systems Divisions of both companies, he played a big role in winning and managing several multimillion dollar US Federal Government service contracts.
Scott Schronce serves as the Senior Vice President of Global Services for the Sending Technology Solutions business unit at Pitney Bowes. His responsibilities include oversite of global professional services, field service, and support services delivery to clients in the North American, European, and Asia Pacific regions. His teams deliver a variety of web, remote, and onsite services to clients in support of Pitney Bowes hardware, software, and SaaS product lines. The team collaborates and integrates cross-functionally with Sales, Marketing, Engineering, and Product Management to plan and deliver Pitney Bowes business objectives, with a focus on outstanding client service experience.
Scott has over 25+ years’ experience in the services industry with exposure and expertise in professional services delivery, field installation and repair, technical call center support, web support, and operations management. Prior to joining Pitney Bowes, Scott held positions at Qualcomm and Aon Consulting in commercial off-the-shelf software development and delivery practices. His early on engineering roles combined with direct voice of client and service linkages laid the foundational elements of his strategic and tactical service operations planning and execution today.
Scott holds a Bachelor of Science degree in Computer Science from North Carolina State University, Raleigh, North Carolina, USA. Additionally, he holds industry certifications and training in Agile Methodologies, Software Development, Business Analysis, Six Sigma, Process Management, and Project Management. In addition to serving on the field services advisory board for TSIA, Scott is involved in additional professional organizations including the Project Management Institute (PMI), the International Institute of Business Analysis (IIBA), and Scrum Alliance.
Scott is a North Carolina native and resides near Charlotte, NC with his wife Rebecca.
John is the Vice President of the Global Service Business Platform Strategy organization. He is responsible for service delivery transformation programs to improve
customer experience and operational productivity.
John has worked in many functional areas within Xerox for more than 30 years, including manufacturing, service delivery, Lean Six Sigma deployment, managed services offering development, remote contact center management, and service delivery strategy.
John attended the University of Iowa as an undergraduate and received an MBA from the University of Chicago, Booth School of Business. John is located in Rochester, New York.
Roy Dockery currently serves as the VP of field operations for Swisslog Healthcare North America. In this role, he oversees field service, support services, technical training, and operations administration for Swisslog's healthcare automation products. Roy joined Swisslog in 2010 and was permitted the opportunity to build the pharmacy automation service division from the ground up as the director of field service operations. Roy developed a team to dedicated service professionals and create a culture of concern, accountability, responsiveness and excellence that improved customer satisfaction.
Prior to joining Swisslog, Roy was in the United States Navy serving as an instructor for their nuclear power program. Before entering the military, Roy spent 4 years as a small business consultant specializing in employee training, marketing, community outreach and process development.
Roy completed undergraduate degrees in Business Management and Nuclear Engineering Technology before acquiring his Masters in Business Administration from the University of Phoenix. In his free time, Roy serves as the executive director of a non-profit organization providing basic resources to impoverished communities in the greater Denver metropolitan area.
As the vice president of the professional and managed services divisions, Marty provides leadership to Compugen's national team of consultants, business analysts and professional problem solvers, and helps customers make sure their IT environments are helping their businesses perform better than they expect.
Marty joined Compugen in 1997 as a professional services consultant and has since held a variety of service leadership positions before becoming a member of the executive team in 2011.
Marty has been an active member of Technology Services Industry Association since 2008, and participates in the Innovation Value Institute to develop best practices for IT. He holds a Bachelor of Commerce degree from the University of Alberta. Amongst his many passions outside of work are a love of world travel and unwavering support for the Edmonton Oilers.
Min Wei is senior vice president of operations for Cubic Transportation Systems (CTS) Worldwide and oversees the Worldwide Services and Operations business and Quality. He has been a key contributor in transforming CTS to a fully integrated provider of NextCity systems and services to its transit customers. He is instrumental in driving the company's transformative initiatives include harmonization of services and operations globally, adoption of ITIL practice across the company's business process outsourced business, establishment of global operations center, leveraging public cloud-based platforms and technologies and integration of predictive analytics into operations.
Previously he was senior vice president of financial and business operations and was primarily responsible for leading CTS's business planning, P3 financing strategy and managed various operational oversights in finance, IT, services, and manufacturing & procurement operations. Prior to that he was vice president of Commercial Services and was responsible for major commercial initiatives in assessing and supporting CTS’s open payment solutions, SaaS business model and new revenue streams.
Before joining CTS, Min was the divisional chief financial officer for ERG's Worldwide Operating Division and then vice president of Finance at ERG Transit Systems from 2003 to 2009. Previously he held various executive finance management positions in telecommunications and high-tech businesses.
Min received a Master's degree with an emphasis in Finance, Banking, and International Business from the University of San Francisco and a Bachelor's degree in Economics from the University of International Business & Economics in Beijing.
Peter Lacoste leads the Managed Cloud Technology Enablement Services business. In his new role, he is responsible for building a new Cloud Services organization focused on defining and driving the evolution of the Managed Cloud Services technology strategy in support of Dell’s cloud journey and building the technology platform.
Prior to his current role, he led the Dell Technologies Managed Services business. He was responsible for setting the strategy, driving execution and creating best practices for the Dell Technologies Managed Services team.
Through his leadership he enables Dell Technologies’ customers to realize business value by providing them with a choice of flexible consumption models and by delivering cutting edge innovative multi-cloud Cloud and Dell Technology IT solutions.
Since joining EMC in 1997, Peter has held multiple senior leadership roles in EMC, including leading the Asia Pacific/Japan (APJ) organization where he had responsibility for EMC’s Professional Services, Presales, Consulting and Support services teams.
Peter was also responsible for building out the Virtustream1 services business providing mission critical application services on multi-tenant enterprise cloud and Private cloud solution.
Peter is based at Dell Technologies headquarters in Hopkinton, MA. He holds a Master’s degree in Technology Management from the University of Queensland, Australia. Peter is also a foundation member of the TSIA Managed Services Board.
Note: 1. Virtustream, a Dell Technologies Business, is the enterprise-class cloud service and software provider trusted
Thomas Karakalos serves as the Vice President of Managed Services (EMEA) at Diebold Nixdorf, leading growth in sales. Since joining the company in 2015 he has held key leadership roles in Managed Services across APAC and Services Presales Globally. Always striving for continued personal growth, during 2019 and 2020 he took on the role of Chief of Staff based in Atlanta, which he attests to as an incredible learning experience working closely with Diebold Nixdorf’s CEO.
In his 20+ years of strategic outsourcing and managed services experience, Thomas has worked across many geographic locations, cultures and markets. From Asia, to North America, and now Europe. With a keen entrepreneurial spirit, prior to joining Diebold Nixdorf, he co-founded and ran an enterprise services and data analytics organization in Australia, introducing new technologies into the market and partnering with Multinational Enterprise Technology companies. During the late 2000’s at Netapp in Silicon Valley, he was globally responsible for the Services Engagement and Project Management Practice, helping to enhance overall maturity. Earlier in his career he spent 10 years with IBM Global Services, advancing through various project management, services sales and leadership roles as a member of the Strategic Outsourcing and Integrated Technology Services Division.
Born and raised in Australia, he earned his Bachelor degree in Computer Science, Mathematics and Electronics at La Trobe University in Melbourne. He is an internationally recognized and certified Taekwon-Do instructor, and throughout his corporate life has taken great satisfaction in helping the next generation understand the principles of Integrity, Self-Control, Perseverance and Indomitable Spirit through martial arts. With a proud moment coming in 2010 when as an Australian National Coach at the 2010 World Taekwon-Do championships in Korea his students walked away with the Gold medal.
Charlotte Baker, is an entrepreneur who co-founded Digital Hands in 2001, following other technology ventures, one in which she raised $155 million to launch. Digital Hands' proficiency is managed IT security services, with 100% onshore delivery, supporting clients in both the enterprise and public sectors. Under Baker's leadership, Digital Hands gained national recognition, in 2008, as the winner of the Service & Support Professionals Association (SSPA) Star Award for "Service Excellence - Integrated Services" and for "Best Customer Commitment" in 2009. In 2011, Digital Hands was awarded the Technology Services Industry Association (TSIA) Award for "Service Excellence in Complex Applications Support" and in 2013, won the excellence award for "Innovation in the Delivery of Managed Services".
Baker has been the recipient of numerous personal accolades. She was named one of the Gulf Coast Business Review's "50 Most Powerful People on the Gulf Coast" and awarded the "Lifetime Achievement Award" from eWomenNetwork. Other recognitions include CEO Magazine's "CEO of the Year" distinction and the Tampa Bay Business Journal's "Business Woman of the Year in Technology." In 2008, Baker was a Stevie Awards finalist for leading the "Best Overall Company of the Year" and went on to win a Stevie Award in 2009 for "Community Involvement Program of the Year". In 2014, Baker received the WIPP AT&T Innovator of the Year Award.
Baker is a frequent guest speaker on topics such as building entrepreneurial companies, advocacy of women in technology, and raising awareness of cyber security threats. Currently, Baker serves on the advisory board for TSIA's Managed Services discipline, on the Education Foundation Board of WIPP (Women Impacting Public Policy), and on the Board of Trustees for the University of Tampa. She has held officer positions for the Tampa Bay Technology Forum and was one of the founding board members of this organization. Baker also launched Start-Up Young America, a non-profit designed to inspire children to be the next generation of entrepreneurs by experimenting with micro business plans that culminate in a hands-on annual sales forum.
Charlotte Baker earned a Master of Business Administration degree from Darden and a Bachelor of Science degree in Commerce with dual concentrations in MIS and Marketing from the University of Virginia's McIntire School of Commerce.
James “Mac” McAnally is the Vice President of the Adaptive Management Services for HPE Pointnext Services.
Mac started with HPE in 1985 as a bench repair engineer and has held many services roles across delivery and sales. Most recently, Mac led the IoT and Edge Delivery Organization before taking over the AMS business globally.
Previously, Mac led the Global Solution Center, Engineering Resolution, and the Americas Field Delivery organizations. He also led the start-up of the Costa Rica Solution Center.
Earlier in his career, Mac managed the Americas Value Solution Center, the Mission Critical Solution Center, and the TS Account Management Program. In addition, he started and managed the Field Support Engineering team and spent two years on-site as a Major Account Support Manager. He has also held various positions in Project Management, Production Engineering, and technicals roles in the support center.
Mac resides in the Atlanta area and enjoys spending quality time with his family and friends in outdoor activities including motorcycling, hiking, and water sports.
Jonathan Nikols joined HP in 2016 as the Global VP of Device as a Service helping to transform the Personal Systems Services business into a contractual framework. Jonathan currently serves as the Global VP of PS Services Category and GTM Strategy. In this role, Jonathan leads the global go to market strategy and is wholly accountable for the Personal Systems Services performance.
Jonathan has also held prior leadership positions at leading High-Tech companies such as Polycom where he most recently served as Global VP & GM, Managed and Professional Services. In this role, Jonathan was chartered with shifting Polycom from a transactional model to “Polycom as a Service”. Prior to Polycom, Jonathan led Global Service Solution Sales organizations at NCR concentrating on the Retail, Financial Services and High-Tech industries. Jonathan has also held various management positions at HP, Avaya, and AT&T.
In addition, Jonathan serves on the Technology Services Industry Association (TSIA) “XaaS” Everything as a Service Advisory Board and the Ecosystems Value Creation Advisory Board which influences leaders from all areas of technology focused exclusively on Services innovation and value driven principles.
Jonathan and his wife have four children and enjoy mentoring youth through sports, traveling with his family and engaging in community service through various organizations.
Eric Aslaksen serves as CTO for iVision, a leading technology services provider headquartered in Atlanta, Georgia. Eric joined iVision in 2008 bringing with him over two decades of Enterprise Infrastructure Architecture and design experience. He has had the opportunity to develop several areas of the business which has allowed him to contribute to the year after year growth at iVision.
As CTO, Eric provides engineering leadership across all technology practices. He is responsible for several lines of business within iVision to include Managed Services, Cloud, and Security.
Eric has spent the last 20 years of his IT career working for enterprise-sized companies including AT&T, BellSouth, SunTrust, and Capgemini. This experience has allowed Eric to understand the requirement for security, standardized process, policy, and procedure needed to lead iVision engineering teams and provide practical application of technologies that future-proof our clients’ infrastructures. Eric has been awarded multiple patents for software development and product innovation.
Eric is an Air Force veteran that served overseas during the Gulf War. His military background has provided him with discipline and responsibility mechanisms that have helped shape his career over the past 20 years.
Jeremy Blanton is the Vice President of Services at Logicalis US where he is responsible for Professional Services, Managed Services, Service Desk, and the PMO. On a mission to create an extraordinary user experience for Logicalis customers, he is focused on improving all aspects of the services organization and creating a clear path for the growth of Logicalis as an industry leader in service delivery.
Prior to taking on his role at Logicalis, Jeremy gained experience in Global Service Delivery and Organizational Shared Services as the Global Vice President of Field operations at NSC Global. Where he led a workforce across 3 divisions, 28 countries and 1200 resources.
Jeremy’s objectives span multiple platforms professional, personal, and social. Professionally seeking the right balance of challenge and success while leading and assisting others in their own career paths. Personally, his family is his purpose, creating a stable base on which they can launch their own successful objectives is most important. Finally, socially striving to participate actively within his community having a positive impact on the youth it contains and the charitable opportunities that lie within it.
Senior Executive with a proven leadership track record of over 25 years in successfully managing regional & global ICT business operations. Dilip is currently EVP for Services transformation with NTT Ltd, where he is responsible for profitable growth & operational transformation of NTT’s top-performing services portfolios with Fortune 500 clients.
Over the years Dilip has successfully led large scale business transformations, operational transformation, and portfolio innovation by establishing clarity of vision & strategy to operate and land impact in fast-growing markets. Dilip’s exposure spans across enterprise clients, leading technology vendors, multiple geographies, cultures, and contexts with substantial insights into clients and industry.
Jonathan Piles is the Global Director of Cloud Applications Services at Siemens Industry Software where his team is responsible for operations, certifications and product onboarding of the Siemens Industry Software suite of PLM Products onto their cloud platform. Jon is focused on bringing to market, cloud managed services to globally in a common framework and approach allowing Siemens customers to maximize value and satisfaction of their Siemens products.
Jon joined Siemens in 2004 as a professional services consultant and has held a progression of service positions before helping start up the Cloud Managed Services team in 2017. He was responsible for initial messaging, packaging and pricing of the offerings that have now been rolled out and widely accepted to not only small customers but also large enterprise global customers.
Jon resides in Allen, Texas (North Dallas) and enjoys spending quality time with his family as well as being very active in the local youth sports organization that provides over 12 sports for children in the community to compete in throughout the year.
Charlie Phillips is Senior Vice President of Akamai’s Global Services and Support organization. In this role, he is responsible for Professional Services, Customer Support, Account Management, and Services Product Management. He reports to Mani Sundaram.
Phillips joined Akamai’s Professional Services team in 2008, overseeing work at some of the largest Media customers in the world. He helped evolve the Professional Services organization in a variety of roles over the next seven years, managing different functional teams across industries and geographies. He focused the organization on providing world-class, differentiated service for Akamai’s customers. He then took over responsibility for Akamai’s Customer Support organization, transforming it over a three-year period to provide support more efficiently and improve the customer’s support experience.
Phillips started his career at Accenture (formerly known as Andersen Consulting), spending eight years in consulting and management roles in the healthcare and Insurance industries. He has also worked in multiple technology start-ups in consulting and product development management roles.
He holds a Bachelor of Arts degree in Economics from the College of the Holy Cross in Worcester.
Chirag Trivedi has been with CommScope over 17 years where he began and built the foundation for CommScope’s Global Professional Services business. In his current role Chirag is VP Global Professional Services leading the practices of Network Evolution Services, Software Defined Services, Hyperscale and Data Center Services and Managed Services. Prior to CommScope, Chirag worked in the service provider space with Qwest, and Level 3 (both now CenturyLink) leading their network engineering and quality organizations respectively. He holds various industry technology certifications with more than 25 years of experience in technical and operational management within telecommunications, enterprise and services industries. Chirag holds a bachelor’s in electrical engineering from Carleton University in Ottawa, Canada and an MBA focused on Technology Management.
Michele Riley is the vice president of professional and managed services for Diebold Nixdorf. She is responsible for the implementation, operations, and management of all services in the U.S. Riley joined Diebold in 2007 and headed up the professional services division for national accounts.
Prior to joining Diebold, she worked at a major telecommunications company leading the development, engineering, and program management of the network infrastructure and management systems.
She holds a BS in mathematics and statistics from Radford University and an MS in statistics from Virginia Polytechnic Institute and State University.
Scott Cravotta is the Executive Vice President of Professional Services at Genesys. He is responsible for guiding customers in maximizing the value and impact of their customer experience platform through our highly engaged and talented professional services team.
Scott has more than 20 years of experience in leading service teams that deliver true business outcomes and world class solutions to customers around the world. Previously, Scott was Senior Vice President, Global Professional Services at OpenText where he led a team of 2,200 Enterprise Software and Cloud professionals. Open Text acquired GXS, the global leader of B2B integration, where Scott was Senior Vice President and led 1,200 service professionals delivering B2B Managed Service in the Cloud.
Prior to GXS, Scott was Vice President and General Manager at Automatic Data Processing (ADP), one of the world’s largest providers of business outsourcing solutions. He spent over 13 years at ADP in various leadership roles in Professional Services as well as Product Development.
Mike Doyle is Sr. Vice President and General Manager of Professional Services for Health Catalyst. As part of the Health Catalyst senior leadership team and leader of this important line of business, Mike is passionate about our clients’ success. Mike joined Health Catalyst in 2013, after having led the Enterprise Data Warehouse (EDW) efforts at Allina Health as Director of Healthcare Intelligence. Prior to his work with Allina, Mike held several leadership and technology roles across the Northwestern Medicine campus in Chicago during his 20-year career in healthcare information technology. Mike holds a Master degree from Northwestern University and a Bachelor’s degree from Carnegie Mellon University.
Randy Mickey is the senior vice president of Informatica's Global Professional Services organization, which provides strategic and solution delivery services to maximize customer return from their enterprise cloud data management portfolio.
Randy joined Informatica in 2011 to lead the Master Data Management (MDM) practice globally. He also spent time in the Sales organization leading the MDM business segment before stepping into his current role.
Prior to Informatica, Randy held consulting and sales leadership positions at several software and consulting services organizations. Randy lives in Chicago, IL with his wife Jill and their three children. He holds a BS in Finance from Syracuse University.
An industry veteran and a leader in companies such as Mavenlink, Accenture, 170 Systems, and Kofax, Chris Scalia brings more than 25 years of expertise and best practices in professional services.
Currently, Chris is the senior vice president of professional services at Mavenlink, where he is responsible for leading the team and strategy to deliver Mavenlink products and services, enabling clients to become higher-performing businesses. His Client Experience organization is comprised of closely integrated Professional Services, Client Success, Support, and Training teams, responsible for driving successful outcomes across the entire client lifecycle.
Prior to Mavenlink, Chris was the senior vice president of implementation services at ACI Worldwide, a $1B payments software company, where he built the services strategy and led a global team of more than 600 employees and partners. He has also built the Customer Success and Strategic Partner organization for 170 Systems (acquired by Kofax, Inc.), and has been responsible for driving the strategy for Kofax’s (acquired by Lexmark) global Professional Services and Educational Services teams.
Chris received his Bachelor of Science degrees in Business Economics and Organizational Behavior and Management from Brown University.
Manish Patel is the Chief Operating Officer of Microsoft Services. He leads a large global team of 2,000+ service professionals responsible for the strategy and end-to-end delivery and business operations across Microsoft's consulting and support organization.
Manish has over 25 years of experience in the professional services industry, with 20 plus years within Microsoft Services covering sales, marketing and delivery. Prior to his current role, Manish held global leadership positions across HQ and field including GM Services Field Marketing, GM APAC Services, Senior Director Global Delivery, US Financial Services Practice Leader and Managing Consultant.
Manish holds a BS Finance from Arizona State University and currently lives with his wife and two sons in Redmond, WA.
As the Chief Operating Office for North America Services, Brian Hanover is responsible for all facets of running the Services organization including the planning, managing and execution of day-to-day business operations. Additionally, Brian provides leadership and direction to SAP’s multi-functional sales and operations teams within in the region and ensures the execution of a comprehensive and actionable growth strategy across the business.
Brian is an accomplished Information Technology Executive with more than 20 years of diverse and extensive international business and technical experience across all areas of Consulting Services. Through a variety of leadership positions Brian has successfully led and overseen strategic customer engagements, built and developed scalable teams, and delivered successful customer projects across multiple industries.
Prior to joining SAP in 2006, Brian held numerous development, consulting, and project management positions in the Public Sector practice of Deloitte. Brian lives in Philadelphia, PA with his wife Tracy and their three children. He received his bachelor degree in Computer Science and Math from University of Pittsburgh.
Daryl Ellis is the Global Director of Integration Engineering Services at National Instruments. He leads a worldwide team of 200+ delivery professionals providing integration and implementation services to design, develop, and deploy test and measurement solutions. Over Daryl’s 15 years at National Instruments he has founded and led several professional and support services teams delivering technical consulting, advanced support, and on-site delivery for key customers.
Daryl graduated from Texas Tech University with a BS in Computer Engineering and enjoys spending time with his wife and two kids in Austin, TX.
Brett is responsible for the full P&L management in leading the strategy, alignment, sales and delivery of VMware’s Professional Services organization in the Americas, a 1,000+ person team spanning the U.S., Canada and Latin America. Brett’s team is focused on providing the consultative services and expertise that enable customers to rapidly and successfully adopt, optimize and manage the use of VMware’s vast portfolio of cloud technology, with an emphasis on the execution and developing best practices and processes to provide an exceptional end-to-end customer experience.
Brett began his career at VMware in 2010 as Director for the Northeast Professional Services Organization, accountable for P&L management for all consulting activity in the Northeast Region. A year later, Brett was relocated to California to manage VMware’s West PS Sales team, and eventually had his responsibilities increased to include the VMware’s South-Central Region. In 2014, Brett was promoted to Senior Director with PSO Sales and Consulting responsibility for the entire U.S. and Canadian markets inclusive of the Global, Enterprise, Healthcare and Commercial segments, as well as management responsibility for VMware's Advisory Services team. Brett has had responsibility for all of the Americas Professional Services organization since August 2017.
A career in technology spanning over twenty-five years, prior to VMware Brett has held software engineering roles at NatWest Bank and Chase, as well as Professional Services leadership roles at both Sun Microsystems and Oracle Corporation.
Brett holds a B.B.A. in Business Computer Information Systems from Hofstra University, and was recognized as a Moore Fellow at the School of Engineering and Applied Sciences at the University of Pennsylvania as part of his executive Master’s degree studies in Technology Management. He resides in coastal North County San Diego with his family.
Lori Steele is the Executive Vice President of Global Professional Services within the Customer Success Group at Salesforce. In this role, Lori leads the Global Professional Services organization, who deliver Transformation, Implementation and Advisory services to enable our customers to realize the greatest business value from their Salesforce investment. She is responsible for the Professional Services Strategy, Offering Management, Operations, Talent and Financial Results. Lori is a leading expert in digital transformation and customer experience and is a trusted advisor to C-Suite Executives looking to transform their businesses. Prior to Salesforce, Lori was with IBM for 15 years, most recently as the General Manager for Healthcare Industry Vertical and General Manager of Americas Consulting Business. Previous to IBM, Lori was a Partner at PwC leading Digital Transformation and Enterprise Performance.
Emily Cates is the Vice President of Professional & Learning Services for Zebra Technologies – a global leader in tracking technology and solutions that generate actionable information and insight by connecting people, assets and data which gives companies unprecedented visibility into their business and a performance edge. Zebra, headquartered in Lincolnshire, Illinois, empowers people on the front line of business in retail, healthcare, transportation & logistics, manufacturing and other industries.
With over 20 years of experience in the technology industry, Emily has tailored her career towards services excellence, global enterprise workforce development and sales enablement to accelerate business growth and transformation. In her current role, she is responsible for Zebra’s global Professional Services organization as well as Zebra’s Global Solution and Education Centers. Her organization brings Zebra’s core portfolio and intelligent edge solutions to life working closely with an ecosystem of partners to deliver business outcomes and customer value.
Emily joined Zebra through the Motorola acquisition in October 2014, where she was the Global Services Chief of Staff in addition to leading Global Employee Learning. Prior to this, she was in Human Resources Management Leading Talent Development for Good Technology which was acquired by Motorola in 2009. Her experience spans across Fortune 500 and several venture-based startup companies strengthening her ability to lead through rapidly changing market dynamics while providing agile capability management with a “Customer First” approach.
Emily is a graduate of North Carolina State University having earned a B.A in Business Management. She is a certified Executive Coach and has achieved numerous industry awards for innovation, thought leadership and cutting-edge learning design.
Mike Pring is the VP of customer support for AVEVA Group plc. His global team is responsible for all aspects of technical support, technical training and customer support programs, and support more than 8,000 customer sites worldwide.
Prior to his current role in AVEVA Group plc, Mike was VP of customer support for the Invensys Software business, prior to the acquisition of Invensys by Schneider Electric in January 2014. Mike has held a number of leadership roles in customer support, quality assurance and system testing over a 20 year career with Invensys, Simulation Sciences, and Wonderware Corporation.
Mike has been involved in software development, process control and industrial automation for 35+ years, including 10 years with Exxon Corporation in Europe. Mike has a Master’s Degree in Chemical Engineering from the University of Bradford in the UK, and now resides in Southern California.
Lou joined Dell Technologies in 2004 and has been on the Services team for the last 7 years. Lou currently leads the APOS-Renewals team – a $3.6B Global Services Renewal business with staff of almost 2,000 across 32 countries. This team helps our customers with their maintenance support options in the later years of their technology lifecycle. Lou is passionate about developing highly capable and proficient teams to deliver record level growth and profitability through aggressive change management, strategic planning, and technology adoption.
Prior to joining Services Sales, Lou led teams in Marketing, Operations, and Sales, driving results cross-functionally in a dynamic marketplace, maximizing business growth and ensuring CE. He is a fervent advocate of Dell’s Legacy of Good’s environmental efforts and serves as the Executive Sponsor for Central Texas Planet – one of Dell’s Employee Resource Groups (ERG).
Prior to joining Dell in 2004, Lou was the VP of Marketing for Schlotzsky's Deli, a Brand Manager for Kraft Foods, and a High-School Math Teacher. He received his Masters in Business Administration from the University of Texas and received an undergraduate degree from Dartmouth College.
Lou lives in Austin with his wife, Kathleen, and 3 boys. Lou and Kathleen like to exercise, see movies, and enjoy great dinners; but honestly most of the time is spent getting their boys to the next sporting event. Lou is avid Boston Red Sox fan, and loves the University of Texas Longhorns. Hook ‘em!
Sanjeev Kumar is the VP of Global Services Product Management at Ciena. He leads Ciena’s product line management, consulting and systems integration teams, management of delivery partners, and development of services automation tools and portal. In his current role, Sanjeev’s emphasis is to ensure an ongoing alignment between the Services and Product Portfolios for both the current and the next era of digitization and consumption models.
Prior to Ciena, Sanjeev led the Support Product Management at Cisco’s Customer Experience organization. His background includes extensive experience in a variety of product and services product management, marketing, and pricing roles at Cisco and Sun Microsystems in Networking and Data Center/Compute industries. Sanjeev holds a BS in Computer Engineering and an MBA from Northwestern University.
Rob Rosa is responsible for Extreme Network's worldwide service sales, which includes new and renewal opportunities for ExtremeWorks/PartnerWorks, premier services, and professional services. He will also focus on growing the new service offerings under Extreme's managed service platform (Monitoring Plus and Response Plus) and continue to develop new consumption opportunities (CPEaaS and Enterprise license agreements). He is looking to expand Extreme's service footprint with the assistance of the Extreme's partner network.
Prior to Extreme Networks, Rob was the leader of Cisco's U.S. Public Sector Services Partners as well as the U.S. Services Field Partner Organization. In this role, Rob was responsible for the strategies related to sales, marketing, partner enablement, partner profitability, and promoting services growth for over $3B+ in Cisco service revenue through channel partners across the U.S.
Specifically, Rob lead the Services Channels team in conjunction with Service Sales, and partners to develop a comprehensive services strategy that supports the end-customer's mission or strategy while developing sustainable business models for our partners. This entails driving new program adoption, increased focus on service revenue opportunities, and overall partner enablement to assist in growing the overall business of the partner.
Rob spent 16+ years at Cisco, in that time he held various finance, sales operations positions in various verticals supporting the sales organization.
Rob holds his undergraduate Accounting degree and his MBA in Accounting Information Systems from Suffolk University – Sawyer School of Management. In his spare time, he enjoys taking classes at the Harvard Business School and volunteering as the president of his local youth football and cheerleading organization with 400+ members and 100+ volunteers.
Rob Rosa resides in the Boston, Massachusetts area with his wife and 3 sons.
Wes Chappell leads the Renewal Revenue, Renewal Operations and the After-market Services Portfolio. This includes Renewal Inside Sales, Commercial Operations, Asset Management, Product Management.
He has over 10 years of service with General Electric where has worked leading Customer Success Revenue Generation and Global Commercial Finance for GE Digital. Wes has also led at GE in corporate finance, treasury and FP&A. Prior to GE, he was a financial manager on the product development team at Ford Motor Company, where he helped bring a new class of Ford Explorer to market. Most of his career has been in roles focused on Customer Success, Sales Leadership, Product Development and Financial Analysis.
Wes holds a Master’s in Business Administration as well undergraduate degrees in both Marketing and Finance.
Wes lives in the mountains of Utah with his spouse and 3 children.
Heather Peck, Vice President of HPE Pointnext Services leads the Strategy and Portfolio Teams that drive the evolution of our Services Offerings to lead the market and exceed customer expectations.
Heather previously worked for Hitachi Vantara, where she was VP Professional Services Americas. In this role she managed all aspects of the Service Sale, Practice Capability and oversite into Service De-livery. Previous roles at Hitachi Vantara included VP Global Managed Services and Portfolio Development and Global Services Chief of Staff where she had responsibility of overseeing the two year trans-formation effort for the Global Services organization.
Heather lives in Austin,Texas with her three active boys and is an avid triathlon participant.
As senior vice president, John heads up both Infor’s global SaaS/Maintenance Renewal business and License Management business.
John joined Infor in 2002, and has held several positions in the organization ranging from operational, product related, to field/customer facing roles. Over his 15 years with Infor he has been an integral part of the company’s growth and transformation from $100M to nearly $3B in annual revenue.
Prior to Infor, John worked for other software companies, of which some have become part of Infor over the years. Having held a variety of roles his background includes extensive experience in field sales and consulting/professional services relating to the automotive Industry.
Joe Bowers is the WW director of support and training sales for the World Trade division of Mentor, a Siemens Company. Mentor is an industry leader in electronic design automation, providing software and hardware design solutions that help engineers around the world conquer design challenges in the increasingly complex worlds of board and chip design.
As a sales leader at Mentor, Joe manages the global support and training sales teams across a wide product portfolio. His primary focus is revenue generation through customer retention and cross selling of services. Additional focus for Joe's organization is on uncovering and closing customer upgrades and adds on business to the benefit of Mentor.
Joe has 17 years' experience in selling software, support and training with a focus on customer satisfaction and revenue growth. Previous to joining Mentor, Joe worked at IBM in the Global Services division.
John Andrews is NTT Ltd’s Global SVP of Service Development. NTT Ltd specializes in information technology services including enterprise networking, security, collaboration and data centers with operations on every continent. In his current role, John leads the global services offer design and development function, with service offer lines spanning Support, Proactive Support and Managed Services. A particular passion of John's is the quest to expedite new service offers to market, rapidly and predictably, delivering client and commercial value and benefit. John is based in Singapore and has spent the last 20 years with Service Providers and Service Integrators such as Vodafone, Cable & Wireless and City of London Telecom (COLT).
Adam Hedstrom is the Vice President of Renewal Sales and Strategy at PTC. PTC is an industry leader in Industrial IoT, AR, CAD, and PLM software. Adam leads the worldwide Subscription and Support Renewal Sales Teams who are responsible for $900M+ in ARR across 20,000+ customers.
He brings a heavy focus on strategy and process to increase long term retention of customers, leaving behind the perpetual support practices of the past and transforming his team’s engagement to successfully achieve best in class subscription retention.
Prior to Joining PTC in 2017, Adam has worked with many software and technology companies to drive business transformation in areas of Renewals, Professional Services, Order/License Management, and FP&A. He is from Atlanta, Georgia and is a Ramblin’ Wreck from Georgia Tech.
Anna is a senior executive leader with over 25 years of technology and services experience leading global organizations. She has a wealth of experience in leading global teams with functional responsibilities for Product Management, Program Management, Solution Architects, Competitive & Research, Pricing and Field Marketers. Anna is currently the Senior Vice President at Salesforce responsible for Offer Management in the Customer Success Group responsible for the strategy, development and go to market of a multi-billion dollar portfolio of competitive and market relevant offers across Success and Professional Services. Prior to Salesforce, Anna spent 21 years at Dell Technologies in various leadership positions with her latest role leading a $16 billion service portfolio for data center, commercial and consumer technologies and cloud platforms. Anna was also at Applied Materials, a provider of semi conductor solutions, in a number of roles that included manufacturing production planning and logistics management.
Anna currently lives in Austin, TX with her husband, Joe, and two teenage children, Liam and Bella.
As Vice President, André is responsible for SAP’s global customer engagement & experience strategy. Since joining SAP in 2000, he has held several leadership roles. Prior to his current assignment, André was responsible for strategy in the SAP North America Innovation Office and was head of strategic initiatives at SAP Ariba. Previously, he worked as director in corporate strategy. Before André relocated from Germany to the U.S. in 2014, he has served as lead architect for high performance customer analytics applications. In SAP Research and Development, André led the model architecture team and was responsible for the design and implementation of business scenarios. Examples of customers he worked with include Shell, Samsung, Morgan Stanley, Lennox, and Siemens. André also spent time on a social sabbatical in Brazil and worked as adjunct professor for e-commerce and information management. André holds 10 patents, a master’s degree in Management from the University of Glamorgan in the UK and a German Diplom in Business Information Systems. He completed the executive education program for innovation and growth at the Wharton School, Pennsylvania.
André is an emphatic strategist blending American innovation leadership and German software engineering. Global citizen with a track record in customer-centric corporate strategy, successfully managing strategic initiatives, and advising customers on digital transformation. Lead architect for the implementation of business software according to current industry trends resulting in significant business innovations, cost reductions, and profitable growth.
Frank Ciccone is the Senior Vice President and GM for North America and is responsible for sales and delivery of product and professional services across all customer segments and channels, both direct and partner-led. In his short time at Avaya Frank has transformed Avaya from a premise based hardware company to a cloud first software and subscription company.
Frank joined Avaya in 2019 with more than 25 years of sales and engineering experience. Prior to joining Avaya Frank led the Advanced Solutions unit at Verizon Enterprise Solutions, a group inclusive of Verizon's global Collaboration, Customer Experience and Security practices. In his 16 years at Verizon and several years at ATT, Frank held various VP roles in strategy, business development and operations in the Enterprise space.
Frank holds a Bachelor of Electrical Engineering from Manhattan College and a Masters of Business Administration from Hofstra University.
Juan Pablo Jimenez is the chief operating officer and business operations vice president for Citrix in the Americas region. Under this role, Juan Pablo is responsible for overseeing all day-to-day sales and services operations, identifying strategic growth opportunities and establishing an optimized go-to-market model.
Previously, Juan Pablo was the vice president of Citrix Latin America and the Caribbean, where he oversaw the presence and growth of the company in the region and led a team of approximately 80 sales executives and 225 channel partners.
Before Citrix, Juan Pablo worked for Hewlett Packard for more than 10 years. During his time at HP, he had several roles such as director of consumer products for Colombia, vice president and country manager for the systems group in Brazil and head of consumer products in Mexico.
Juan Pablo holds an industrial engineering degree from the University Pontificia Javariana in Bogota, Colombia. He also holds an advanced business degree from the Instituto de Alta Direccion Empresarial de Bogota. He is fluent in English, Spanish and Portuguese.
Tom DeCoster is vice president of integrated services sales for CDW. DeCoster is responsible for developing and enabling the go-to-market strategy for services across both the corporate and public businesses. In addition, he will lead and ensure growth of new initiatives, executive sponsorships, pilots and change initiatives, and liaise directly with sales segments across corporate and public sales.
Prior to assuming his current role in January 2019, DeCoster led CDW’s services organization as the vice president of service solutions. In this role, DeCoster and his team of 1,200 delivered and managed integrated technology solutions for customers across the United States and Canada. DeCoster joined CDW in 2006 as senior director of professional services. Prior to joining CDW, DeCoster was senior director of professional services at Berbee Information Networks, an IT solutions provider.
DeCoster earned a bachelor’s degree in business from Indiana University and a master’s degree in engineering from the University of Colorado.
Pratap Chakravarthy is the Divisional Vice President for Sales, Marketing and Customer Satisfaction for Rauland, a division of Ametek.
He has over 25 years of experience in multinational companies including Johnson and Johnson, Honeywell, Danaher and BCG. Pratap has led teams in business, strategy and commercial leadership roles to address complex challenges and drive sustainable growth.
He holds a Bachelor of Science in Chemical Engineering from Caltech, a Bachelor of Arts in Chemistry from Ohio Wesleyan and an MBA from MIT Sloan.
Jane Li is a seasoned executive leader with over 20 years of strategy and planning experience leading global teams in technology and service companies. Jane is currently the Vice President of Corporate Intelligence, Integrated Planning and GTM Strategy at VMware. She’s responsible for driving Go-To-Market strategy design and execution, corporate integrated business planning across BUs, Geos and GTM functions, as well as market opportunities and competitive landscape assessment and prioritization.
Prior to joining VMware in 2014, Jane held various strategy, planning and operations roles at Cisco Systems, leading cross-functional teams both at corporate level and in BUs. Jane also spent 5 years at McKinsey as an Engagement Manager, leading consulting teams to advise senior executives on business strategy, M&A, operational transformation, and organizational designs across various industries.
Jane holds a Master of Business Administration degree with high distinction from University of Michigan Ross School of Business.
Lloyd Howlett is the vice president of support and customer operations at Corptax. He has over 30 years of experience providing services to technology customers and has held executive management positions in professional services and customer services. At Corptax, he is responsible for driving customer success in the use and adoption of the Corptax application. In his role, Lloyd manages the client support, content management, education services and product implementation teams. Under his leadership, the client support organization has been transformed to focus on exceptional proactive client service as well as continuously improving the overall customer experience. Corptax achieved the Technology Services Industry Association's Certified Support Staffing Excellence Center Awards in 2009-2015, along with Excellence in Support Services in 2011 for small to mid-sized companies.
Prior to Corptax, Lloyd served as vice president of operations an ERP software solution provider in the insurance industry. He is a member of the AICPA and Texas Society of CPAs. He is also a member of the Institute of Management Accountants. He holds a B.S. in Accounting from the University of Kentucky. Lloyd became a CPA in 1983 and a CMA in 1991.
Mary Cay Kosten is Senior Vice President of Service Operations at Dell Technologies and leads a team of 1,100+ professionals that provide operational support to the Dell Technologies Services organization.
Her team is responsible for driving operational excellence and implementing innovations across Dell Technologies Services. This includes areas such as eServices & Knowledge Management, Global Asset Management, Customer Experience Operations, Program & Change Management, Business Services, Command Center, Process Engineering & Data Sciences, Data Engineering & Enablement, and the Global Centers of Excellence.
Kosten has over 35 years of experience in services and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining Dell EMC, she was Vice President of Global Customer Services Delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun Microsystems’ support services.
Under her leadership, Sun Microsystems achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for "Outstanding Customer Service Experience" and the Technology Services Industry Association (TSIA) Award for “Excellence in Service Operations”; and Sun was inducted into the TSIA STAR Awards Hall of Fame.
Kosten is a 2008 recipient of the Denver Business Journal's Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award.
Ansa Sekharan is executive vice president of Informatica's Global Customer Support and Informatica University, where he is responsible for establishing Informatica as a trusted partner for customers worldwide by ensuring their success with Informatica's products. Additionally Ansa leads Informatica’s Education Services division, with a focus on role-based training programs to ensure organization gets the most out of investment in Informatica products.
Ansa was an early employee at Informatica starting in 1996. During his tenure, Informatica has received prestigious industry awards recognizing its support services, including being ranked number one in customer loyalty in the data integration enterprise software sector for ten years in a row. Prior to joining Informatica, Ansa was a veteran of Sybase, where he held numerous customer services roles.
He graduated with honors from the University of Tulsa, where he earned a Master's degree in Computer Science. He also holds a Bachelor of Science degree in Computer Science from The National Institute of Technology, India.
Atul Nanda is the Vice President of Cloud Support for Google Cloud, responsible for the creation of support offerings as well as the delivery of technical & billing support to customers and partners worldwide. Atul is also a member of the Customer Experience Senior Leadership Team, whose mission is to ensure customers adopt and realize business value from Google Cloud. An expert in scaling operations to tremendous growth, Atul is responsible for the transformation of Google’s Cloud Support organization and bringing world class support offerings to Google Cloud customers.
Prior to Google, Atul was the Senior Vice President for Global Support at Salesforce, building and leading their global support organization for over 10 years as the company revenues grew from <$1B to >$16B. Prior to Salesforce, Atul held various Support leadership roles at SAP Business Objects, ACS, and Ross Systems. He is skilled in building and leading fast-paced global Support organizations, with a deep understanding of providing support in the Cloud. As an industry expert, Atul has served on various industry boards, including the TSIA, where he has been on the Support Advisory Board for over 6 years.
Atul has a Bachelor's degree from the University of Bombay and an MBA from Gonzaga University in Spokane, WA.
Kimberly May, vice president of support services at Flexera, has excelled at transforming customer issues into customer satisfaction for more than 20 years. This experience has given her valuable insights into what customers want from their relationship with support services. Before joining Flexera, Kimberly held leadership positions in support at IBM and SPSS, where her efforts resulted in a 40 point improvement in customer satisfaction within one year and digital transformation through the introduction of a community, support chat and forums into the support discipline. Kimberly has shared her perspective on support topics at major conferences, including TSIA. As a support leader, her emphasis spans customer experience, swarming and applying data science to improve the support experience for both her team and customers. Kimberly holds a master's degree in experimental psychology and enjoys gardening, family and hanging out with her black Lab.
Angela Reid is VP of Digital Customer Support & Satisfaction Capabilities at Schneider Electric. Schneider Electric are the global specialist in energy management and automation.
Angela brings 25 years of experience in Strategy, Operations, Innovation and Execution from telecommunications to energy management. In her current role she is responsible to develop and implement the global Support Strategy for Customer Support ensuring digital transformation and operational excellence with key focus on Customer Satisfaction, Efficiency, Adoption and Growth.
Before joining Schneider Electric, Angela spent 10 years at BT Ireland responsible for Customer Project Management and Service Delivery and 5 years at Talk Talk UK as Head of Customer Implementation. Angela holds a degree in Sociology, Politics and English and recently completed a Leadership Transformation program at INSEAD in Fontainebleau France.
Angela lives in Lyon, France with her husband Steve and 2 daughters Ella & Lauren where she enjoys long walks in the hills, being a member of the Lyon International Choir and taking advantage of the amazing food and wine the region has to offer.
Julie Baxter-Rudd has served as the Vice President of EMEA Technical Support at OpenText since February 2019. Responsible for 300 analysts over a large portfolio of products through SaaS, Business Networks and Off Cloud services. With over 20 years’ experience in the Support field leading large global support teams helping drive global transformational projects targeting customer experience through customer journey mapping, technology enablement, leadership development and team enablement. In recent years Julie has spent time developing Employee Experience programs using Employee Journey mapping and understanding the changing demographics in Tech Staff as the millennials move further up the leadership chain and in a very aggressive talent market.
Julie is passionate about the next generation and STEM education, has built successful intern programs, sits on a board for a federation of schools in her local area, and gets involved in workplace programs that influence the next generation to consider a career in Tech. Inclusion and Diversity is also an area Julie cares deeply about, spending time and effort building and running works-based programs especially in the I&D area of Gender
Julie also sings in a choir and tolerates the gym to stay fit, lives near London in the UK with her husband Barny and her 2 sons, Harry and George.
Steve Blaz is vice president of global customer support for Palo Alto Networks. Steve has global responsibility overseeing the technical support delivery organization, scaling the organization, and ensuring customer success and positive outcomes with their enterprise security platform and products.
Steve has over 25 years of senior management level experience with a sweet spot in service, support, service supply chain, and customer success. He has helped build several of the best in class and most respected Service and Support organizations in high tech, including Cisco, Juniper Networks, and NetApp. His roles have ranged from support strategy to delivery.
Steve was also president and CEO of Steve Blaz and Associates, a service transformation firm. His company focused on providing high level strategic consulting and operational expertise to service, support, and operations executives.
He believes in a "Customer In" approach in everything he does. Customer success is the key to growth and the driving force that keeps teams interested, motivated, and empowered.
Mohammed joined SAP in the summer of 2017 as Global Head of Product Support. He is an experienced services executive, with more than 30 years’ background leading enterprise support organizations. His background includes the leadership of various enterprise support organizations at Oracle, as well as the successful transformation of support from on-premise to cloud at Skillsoft, where he led the customer support, as well as the cloud, operations organizations. Mohammed is a progressive thought-leader with an accomplishment record of providing effective multi-faceted, innovative support to global enterprise customers.
In his current role, Mohammed is leading the way in a transformational era of change and growth to deliver the Next-Generation Support for the digital enterprise with an award-winning support experience that Delights Customers. Always. He is responsible for leading and providing overall direction for Product Support ensuring customer and employee success while successfully executing on the overall SAP strategy. He lives the SAP leadership principles while providing ongoing coaching to the Product Support leadership team as a high performing team.
Shaun Mammen is vice president of Global Customer Support for Siemens PLM, and vice president and general manager of Global Support and Services for Mentor, a Siemens Business. In these roles he and his team are responsible for strategy and operations driving innovation and redefining the tools, processes and investments to deliver the industry's most complete customer support services. His responsibilities also extend to Mentor's Consulting, Training and Continuing Engineering business units with a focus on top line revenue growth, New Service Introductions and helping customers achieve their business priorities through services-led outcomes.
Mammen has been with Mentor since 2004 working in a variety of senior roles across the company. Prior to his current roles he served as the company's Director of Financial Planning and Analysis in the corporate finance group. In that capacity he worked in partnership with executive management team to construct the annual operating plan, forecast the company's P&L and drive strategic planning. Prior to that, Mammen was a Senior Market Intelligence Manager in the company's Corporate Marketing organization. He took on his new portfolio with Siemens PLM in 2017 when Siemens completed their acquisition of Mentor Graphics Corporation.
Mammen earned a BA from Pepperdine University, an MSc in Management in Science and Technology from Oregon Health and Sciences University and an MSc in Finance from Portland State University.
Mark Henoch serves as Vice President and Head of Global Customer Support of SimCorp. In this role, Mark is responsible for the design, development and delivery of worldwide 24*7 SimCorp Support Services. He and his departments are using a follow-the-sun approach with 3 regional centers in APAC, NA and EMEA. They have continuous focus on modernizing the support delivery from a process and tooling perspective.
Prior to this role, Mark lead, as part of the senior leadership team, the transformation of the product development division from waterfall processes towards agile methodology and mindset. He works in SimCorp since 2003 and started his work as a support consultant himself for 4 years.
Mark holds a Ph.D. in Experimental Physics and an additional Master’s degree in Economics. Together with his wife Nina and two teenage children, Nick and Ricarda, he lives near Bad Homburg in Germany.
Alexander Mundorff is Vice President of global support at Tricentis. He has acquired over 15 years of enterprise-wide customer service experience. In his current role, Alexander is responsible for various departments within Tricentis that deal with customer needs and concerns, while ensuring customer growth and success at the same time.
A broad range of Customer Service awards, certifications and industry recognitions proof Alexander's Customer Service understanding as well as his perception of people- and thought-leadership.
Prior to this, and in addition to serving as test manager for different Tricentis customers, Alexander has contributed his considerable experience in managing software testing projects to numerous Tricentis customer projects. Before joining Tricentis, he was working in support and testing at Alcatel.
Alexander lives in Vienna, Austria with his wife Claudia and his two children Sophie and Valentin.
Charles Braud leads the Central Service organization of Alcatel-Lucent Enterprise. Responsible for the Service Offer and Global functions covering Support contracts & renewal, Professional Services, Manage Services, Education. He also leads the Service transformation required by Digital Transformation and migration to the cloud.
Charles has many years of service with Alcatel-Lucent having worked for the company in two long stints. From 1981 to 1991, he worked in various marketing and managerial positions in Alcatel Data Systems France. Since 2000, he has worked in the Enterprise Business Group holding strategic sales-related positions like vice president for France and AMEA, vice president sales operations and channels management, then vice president of the Office Solutions Group and most recently as vice president in charge of Partner Management and service offer.
Between his two terms at Alcatel-Lucent, Charles held top managerial positions in the enterprise networking division at Nortel Networks Europe, and served as managing director of the French subsidiary of Top Log International, a software distribution and service company.
Charles Braud holds a Master's degree in Engineering Management from Stanford University in California and is a graduated engineer from Ecole Centrale de Paris.
Dennis Kozak is Senior Vice President, Global Channels. In this role, Dennis is responsible for driving transformational initiatives that support Avaya’s strategic plan for the channel to help enable sustainable global growth with Avaya’s partners, and continue to deliver on Avaya’s best in class subscription, cloud and on-premise business models.
Dennis joined Avaya in 2019, and was previously at CA Technologies, where he spent 23 years in various leadership roles, most recently as head of global sales, services and partnerships. His experience leading the next-gen portfolio strategy for CA Technologies included managing multiple cross-company digital transformations, optimizing operations and execution.
SAS is the largest privately held software company in the world and is recognized as the leader in Enterprise Business Analytics – data quality, data integration, business intelligence, data mining and analytic solutions. Helen Morin, a Certified Strategic Alliance Professional (CSAP) is the Vice President, SAS Global Alliances & Channels.
Helen joined SAS Canada in 1996 as a corporate consultant focused on Data Warehousing and Business Intelligence. Having held senior positions in both corporate and government Information Service organizations Helen brought a unique mix of sales and technical acumen to her role at SAS.
Immigrating to the United States in 1998 Helen honed her skills in pre-sales, sales strategy, professional services, marketing, and alliances. Helen assumed her current alliance leadership role in 2018.
Prior to joining SAS Helen worked for the Canadian Department of National Defence (DND) Directorate of Financial Management Information Services. Helen and her team were honored with the Government of Canada Technology Excellence Medal and the Department of National Defence Award for Innovation.
Joe is head of worldwide GTM strategy and execution at Autodesk. His career has always focused on the sales and marketing functions. After holding roles in sales and business development in the commercial insurance industry, Joe transitioned to working in management consulting for Deloitte Consulting and The Alexander Group to help clients solve their GTM challenges. This is where he learned how to break down complex problems into manageable pieces and mobilize teams to address them. Over the last 15 years he has developed expertise is in the technology industry, particularly with software companies that were born in the cloud or transitioned to a software as a service model.
Prior to joining Autodesk, Joe worked in Business Operations at LinkedIn where he led an effort to transform how LinkedIn engaged with partners. In his current position at Autodesk as Sr. Director of Sales and Channel Strategy, he and his teams work closely with executive leadership to define channel strategy and partner programs. Joe graduated from Northwestern University with a BA in Economics and Political Science. He received his MBA from the University of North Carolina at Chapel Hill with concentrations in Strategy and Marketing.
Kerry Grimes is the Global Head of Partners for Aveva. Grimes leads Aveva’s worldwide sales go-to-market strategy for all Aveva Partners, which consists of more than 5,000 Distributors, Solution Providers, Global and Regional System Integrators, and Technology Providers selling, servicing and supporting Aveva’s entire product portfolio. This thriving global ecosystem helps customers of all sizes discover how industrial digital transformation improves profitability and return on capital thus allowing them to excel at innovation, productivity, and delivering competitive advantage.
Grimes joined Aveva as the company’s channel chief in March 2019. He has led the management of Aveva’s global channel sales strategy and formulated the unified Aveva Partner Network. Prior to Aveva, Grimes was the channel chief at PTC. During his tenure, Channel Partner revenue more than doubled from 72M in 2013 to over 160M in 2019 while increasing contribution of total PTC license sales from 22% to 34%. Grimes has standout status in the industry, appearing on CRN’s Channel Chief list for ten consecutive years.
Prior to PTC, Grimes was the channel chief for Siemens PLM Software. Under, Grimes’ leadership at Siemens PLM Software, partner license revenues grew from 23% to 43% of total company license revenues. Partners became a large contributor to Siemens PLM Software revenue and profit growth.
At Siemens, Grimes’ focus was on extending the company’s industry prominence by ensuring that all partners were equipped to meet customer requirements and exceed expectations. In recognition of his work with Channel Partners, Grimes was named one of the 2006 VARBusiness Top 100 Channel Executives as well as one of VARBusinesses 2007 Top 25 “Channel Executives to Watch”. Additionally, under Grimes’ leadership, the UGS, now, Siemens PLM Channel Partner Program was awarded a 5-star program rating by VARBusiness and CRN for seven consecutive years, 2007 through 2014. PTC was awarded the CRN 5 star program rating in March 2019 for the sixth consecutive time since Grimes joined PTC.
A combination of entrepreneurial spirit and corporate leadership experiences enabled Grimes to achieve his success at Siemens and PTC and what attracted Aveva to adding him to their Global Executive Sales Team. Previously, Grimes founded Rocksteady Networks, a software company that developed a platform to enable intelligent bandwidth management, security enforcement, and differentiated services on a user-specific basis at the edge of the network.
Grimes holds a Bachelor’s of Science degree with high honors in Marketing from Rochester Institute of Technology, and a Master’s of Business Administration from the University of Texas at Austin. Additionally, Grimes was a recipient of the UT Business School’s highest academic award, the Kozmetsky Award, for superior academic achievement.
Nick is Vice President of the Global and Strategic Partner Organization at Cisco. He leads a global team focused on driving engagements with global systems integrators, consulting, cloud, data center/converged infrastructure, enterprise software, and Industry/vertical IOT partners. These partners execute in multiple geos and are strategic contributors in the execution of Cisco sales and technology architectures, customer experience and solution priorities.
Nick plays a pivotal role driving Cisco’s overall partnering strategy by helping incubate new partnerships and GTM initiatives for growth markets as a member of the Global Partner Organization Senior Leadership Team.
A 14-year Cisco veteran, he previously led strategy, planning, programs and operations for the Americas Partner Organization, where his focus was on leading strategic planning, channel programs, organization design, contra investments, talent development and executive communications. He also led a Partner Consulting and Innovation team who advise partners how to optimize their business, integrate M&A, drive profitability and create new sources of revenue.
Prior Cisco roles included Senior Operations Director for the Global Partner Organization, lead for Strategic Technology partnerships and also he led the strategy and planning function for the global Cisco-IBM partnership.
Prior to Cisco, Nick was Executive Director of Managed Services at Avaya; VP of Business and Corporate Development at NextiraOne, a multi-billion-dollar global integrator; VP of Strategic Partners and service provider at Netigy a Cisco-funded security consulting and network services firm where he helped build the company from a start-up to 800+ consultants in 2 years; and held multiple sales leadership roles at SBC Datacom/AT&T.
Nick holds a bachelor’s degree in Chemistry and Business (with Honors) from Kingston University in London. He attended three Harvard Business School Executive residency programs for corporate finance, leadership and negotiations. He also attended UCLA’s Anderson School of Business Mergers and Acquisitions Executive Leaders program.
Nick is a marathon runner, an avid basketball fan, and an active STEM coach for students in Southern California Universities. He’s been married for more than 20 years and has three teenage sons. He was born in South Africa, raised in the UK and currently resides in Los Angeles, California.
Marie-Michele Caron is the VP, Alliances at Coveo. She oversees the company’s alliance & channel strategy worldwide including the relationships with major technology alliances such as Salesforce, ServiceNow, Microsoft and Sitecore and also looks after Coveo’s ecosystem of channel partners. She is passionate about helping companies deliver relevant end-to-end experiences and is committed to partnering with the industry’s best to make that possible.
With over a decade of experience in building strategic alliances and international business development within the high-tech industry, Marie has been instrumental in developing Coveo as a core practice within an extensive ecosystem of channel partners.
Marie resides in San Francisco and holds a Bachelor’s Degree and an MBA in International Business from Laval University. Outside of work, you can find Marie brushing up on her boxing skills and climbing the nearest summit.
Erica Lambert is responsible for the services business through and with our Global Channel and Alliances Organizations. In this role she is focused on driving business growth through the sales and enablement of services. She reports to Bill Cherella, SR Vice President, Global Services Sales.
Most recently Erica served as the Global Sales Operation leader of Dell’s North America and Global Sales Operations organization. In this role Erica was responsible for enabling solution sales productivity, simplifying business processes, and driving exceptional customer experience. Prior to this role she held a number of leadership roles in Global Sales Operations and served as the Inside Sales Executive Director for Dell’s Small & Medium Business.
Erica joined Dell’s sales team in January, 1997 and has held numerous roles in her 22 year tenure including Sales Leadership roles in education and SMB, and Sales Operations roles within the Commercial Business.
Erica earned a bachelor’s degree from the University of Rhode Island in Kingston, RI. She currently serves on the TSIA Channel Board, InterFaith ERG Board and volunteers for Austin Christian Fellowship and the Vandegrift lacrosse organization in the Austin area. Erica lives in Austin, Texas with her husband and two sons.
As the Vice President of Global Channel Sales, Lisa is responsible for building and leading a channel-centric go-to-market strategy to drive global revenue growth of F5 solutions and establish the company as a leader in multi-cloud application services. Lisa Citron has a long history with F5, joining the company more than 8 years ago. Prior to her current role she served as VP of North America Channels, responsible for all regional commercial and public sector channel business. She’s also held the role of Sr. Director of Cloud and Channel Sales where she helped to drive transformational change in development of the company’s public cloud go-to-market motions. Prior to F5, Lisa was Vice President, Worldwide Channels and Alliances at BlueCat Networks and Director of Global Channels and Alliances at netForensics. Lisa also held senior channel sales and marketing roles with Global Knowledge and McAfee over her 20+ year career in the channel.
Ron is the Global Director for Managed Services for Hewlett Packard Enterprise. Managed Services is a key element of HPE’s overall GreenLake offering and as the Global Director, Ron is responsible for all product development, strategy and messaging. Ron has been with HPE for 17 years and prior to Managed Services, Ron led the Networking Services practice at the Canadian, Americas, and ultimately Global level.
Prior to joining HPE, Ron spent several years in the Canadian Communications, Media and Entertainment industry. During a four-year tenure at Rogers Communications, he was the National Vice President of Sales for the wireless division, as well as National Vice President of Sales for the Cable and Telecom division. Prior to Rogers Communications, Ron was with Bell Mobility for 6 years in sales and marketing roles, including leading channel development and planning.
Ron graduated from the University of Western Ontario and lives in the Toronto area with his wife and 5 children.
Paul Reid is the Director of WW Channel Services GTM. He is responsible for the development and execution HP’s worldwide channel strategy related to Personal System Services.
Prior to his current role, he was the Senior Director of the Personal Systems Services and Solutions Sales Organization. In this role, Paul is responsible for driving profitable growth for PC lifecycle services, plus continued growth of HP’s Device as a Service (DaaS) offerings.
Paul was also the Account General Manager for five of the largest and most strategic HP accounts headquartered in the United States. Paul had Global account leadership responsibilities which includes strategic planning and execution, executive engagement and resource management.
Prior to his AGM role, Paul was the Senior Director of Sales for Specialty products (Workstations, Thin Clients, Mobility, Managed Print and PC Services) for the U.S. commercial channel and the Senior Director for the Specialty Category Business Unit (webOS, Workstations, Thin Clients and Retail Point of Sales) where he had full P&L responsibility and managed the day to day operations of these three margin critical businesses.
Paul has over 31 Years of experience in the high-tech industry and has worked for Digital Equipment Corp., Compaq Computers and Hewlett-Packard. He has held various leadership positions within Engineering, Marketing and Operations. He has an undergraduate degree in Electrical Engineering Technology from South Carolina State University and a Masters of Science degree in Engineering Management from Western New England University. He currently resides in Atlanta, GA with his wife and two daughters where he also serves on the board of a non-profit (cornersoutreach.org) that provides homework assistance to underprivileged children.
Gordon Mackintosh has many years’ experience leading high-performance teams in executive sales and channel management roles. At Juniper, he is responsible for driving partner go-to-market strategy and sales, along with the company’s virtual sales organization. Gordon’s team is chartered with delivering greater business outcomes through Juniper’s broad portfolio, as well as simplifying the process of doing business with Juniper.
Prior to joining Juniper, he was Global Head of Channels and Distribution at Extreme Networks, where he deployed new partner programs and initiatives, driving partner growth and profitability, as well as managing investments in growing virtual sales teams. Before Extreme Networks, Mackintosh held a number of positions at Cisco Systems developing industry-leading partner GTM programs and leading direct and indirect sales teams for cloud and software solutions in small and medium enterprise markets.
Gordon earned a Bachelor of Arts degree in Marketing and a Post Graduate degree in Information Technology from the University of West Scotland.
As corporate vice president for the One Commercial Partner business, Gavriella Schuster leads the Microsoft partner business strategy, across all commercial partners. Her organization is responsible for managing the partners as well as leading initiatives and programs globally that enable partners to build IP, services and profitable businesses, and deliver solutions that empower customers to digitally transform their companies and realize greater business value through the use of technology. Gavriella has extensive experience in sales, marketing, product management, and partner development with a strong track record of managing customers, partners, and teams. She has worked across multiple parts of Microsoft’s business from managing sales and marketing teams across the Server and Cloud business, the Windows Client Commercial business, Enterprise Services, licensing, business development, training initiatives, segment marketing, and global operations.
As RVP of Americas Channels, Rob is on a mission to optimize the channel organization, partner program, and partner ecosystem for OutSystems’ PaaS business.
Rob’s experience as a global IT channel professional spans over 20 years, driving channel growth for startups to billion $ software companies including OutSystems, SAS Institute, Carbonite, BMC Software, and Arrow ECS. He enjoys sharing his passion for the channel as the host of the Channel Journeys podcast.
Rob started his career as a Petroleum Engineer working on offshore oil rigs in the Gulf of Mexico. After earning his MBA, he fed his appetite for international business by studying, living and working in Europe and Latin America.
As Vice President for the global channel programs and America’s channel sales team, Crystal Ferreira leads the Ribbon Communications partner strategy driving partner initiatives that enable partners to solve their customers business needs and assist in their digital transformation journey by leveraging Ribbon’s Unified Communications and IP Optical Transport services and solutions. With over 20 years of channel experience, Crystal has a strong track record of accelerating sell thru revenues and building successful programs and global teams.
Crystal is also a successful entrepreneur. She and her husband are co-founders of a SaaS development company, WebCorp, where Crystal currently holds an advisory position providing guidance to the team on sales strategy, UI and feature road map for WebCorp's Employment Applicant Tracking System. Crystal holds a Bachelor’s of Science degree in Secondary Education from Clarion University of Pennsylvania and when she is not working she can be found on the beach with her husband and 3 children or walking around town with her Aussie.
Scott is an experienced global leader with a proven track record of building and running effective vendor management and partner management organizations over his 20+ year career in technology. Currently, he is the Director of Partner Services at Palo Alto Networks where he is responsible for the strategy, evolution, and operations of Palo Alto Networks existing post-sales Authorized Support Center (ASC) Partner service program. in addition to leading the Staff Augmentation/Support Delivery Partners (SDP). Prior to Palo Alto Networks, he held similar positions at several high tech companies including NetApp and McAfee.
Scott lives in the Dallas area and enjoys spending time with his family, traveling, and hunting and fishing.
As Director of Channel Partnerships, Andrew leads the strategy and performance of Rockwell Automation’s North American distribution model. Prior to this role he started and scaled the company’s Authorized Service Provider business model that extended service delivery through its distributor network. He’s also held roles in services sales and sales management.
Like many traditional industrial product companies, Rockwell Automation is transforming its customer experience to deliver more value across the product lifecycle and in a recurring revenue format, with a portfolio expanding into managed services and XaaS. Andrew’s leading the transformation of its distributor network to play a meaningful role in attaching services to products, delivering consulting services to start customers on a transformation journey, and ultimately bringing every customer into a recurring lifecycle support model.
Andrew graduated with a Bachelors in Mechanical Engineering from University of Wisconsin – Milwaukee. He currently resides in the Milwaukee area with his wife Zoë, toddler daughter and two mini schnauzers.
Scott Collins joined Teradata in 2001. He has held many different roles including managing development and professional services personnel for the Customer Experience GTM team. He has led several different alliance teams, including building Teradata’s SAS partnership, driving significant resell relationships with software companies like Tableau and Informatica, big data partnerships like Cloudera, as well as driving Teradata’s move to the cloud with AWS, Microsoft, and Google. Scott is now leading the Global Partnership Organization at Teradata growing it’s involvement with Integration & Consulting Partners as well as the reseller/distributor channel. Prior to Teradata, Scott led Professional Services at Ceres, a small Analytical CRM company, as well as many years as a strategy consultant and a systems integration consultant with Accenture. Scott Lives with his family in Vancouver, B.C and enjoys the mountains and local outdoor activities.
As the Vice President of Blackbaud’s Product Management organization, Meredith is accountable for guiding the strategic direction of Blackbaud’s portfolio, driving the execution of the overall portfolio and product roadmap. She’s a transformative leader who motivates a culture of accountability and innovation to deliver outcome-focused solutions. Meredith’s 16-year tenure at Blackbaud brings with it a great deal of background in business development, product management, product marketing, and operational excellence processes and technologies. Prior to her current role, Meredith led one of Blackbaud’s fundraising and digital portfolio representing more than $115 million in direct product revenue across 12 products that serve more than 10,000 customers. She has also held roles as Director of Product Management, Director of Client Success, Director of Education Services, and has managed sales, product marketing, and channel marketing teams.
Meredith has focused her passion for nonprofits and expertise in business development, strategic leadership, and operational excellence into career dedicated to giving back at Blackbaud and in her local community. She volunteers at and supports a variety of social good organizations including children’s organizations, cancer research organizations, the College of Charleston, the American Heart Association, and a collection of local museums and theatres. Meredith’s commitment to service and leadership includes serving as the Chair of a Charleston County School Improvement Committee, consulting small-business start-ups, and mentoring women who desire to expand their careers in Technology. Meredith lives in Charleston, SC—where Blackbaud is headquartered—with her husband of 13 years and two amazing daughters.
2019 Impact Statement
I’m honored to be a mother, wife, and 15-year technology executive who—while at work—is passionate about driving our organization’s competitive advantage forward by creating outcome-focused, cloud-ready solutions for our customers. I believe, effort is what ignites ability and turns it into accomplishment, and I love helping individuals and teams leverage their innate strengths and abilities to do great things as a part of our overarching vision. I believe in the following leadership principles – have integrity, be humble, be courageous, be kind, and collaborate – and I aspire to inspire others to achieve extraordinary things as their abilities expand…and their influence and impact soar!
business strategy and development, product management, product marketing, client success, program management, and talent development. Including: market research and analysis, financial performance analysis, product life cycle governance, recurring subscription business creation, revenue retention, branding and communications, product positioning, pricing and packaging strategy, channel enablement, strategic sales management, efficiency and scalability procedures, methodology development and governance frameworks, project and program management, nonprofit fundraising, prospect research, and nonprofit software training
Kailem Anderson is Vice President of Product Line Management for Ciena’s Software and Services business. His responsibilities include global ownership of Ciena's portfolio strategy, vision and direction, development and the introduction of new disruptive offerings in the areas of Automations, Orchestration, Analytics, Software, SaaS and Global Services.
Well established in the networking industry for 20 years, Kailem has held various leadership positions at Cisco, IBM, and Microsoft, where he has been focused on introducing new technologies to market in the areas of Networking, Service Provider, Security, Data Centre, Automations and SaaS.
Prior to joining Ciena, he held overall Cisco Cloud & Managed Services Portfolio responsibility on a worldwide basis. Portfolio included Networking, Data Centre, Collaboration and SaaS / XaaS / IoT lines of business. He had ownership for the overall Cloud & Managed Services direction, investment, vision and strategy including people, processes and the automations tools to deliver services.
Key skills include being able to quickly understand complex concepts, identify and solve problems, turning ideas into logical strategies, and implement systems that optimize productivity, and increase bottom line.
He holds a bachelor’s degree in Engineering and an MBA from the University of New South Wales.
Alex joined Dell Technologies in 2010. He currently leads Service’s Strategic Planning and Technology organization (supporting a revenue unit with 35K+ people operating in 170 countries) reporting to the President of Services and leading a global team. He is responsible for services strategy (spanning transformation, M&A/integration to top line growth) and is responsible for all Services Technology development (IP development that is monetized).
Alex has led the services integration of various acquisitions (EMC Services, Compellent, Force 10 Networks, Ocarina Networks, SonicWall, Quest Software, AppAssure, Credant, Wyse). Additionally, he has led large scale transformation projects across Dell Technologies, spanning multiple market segments from Consumer to large scale Enterprise accounts globally and across a breadth of product sets (from Consumer products to Commercial class hardware and software).
Alex represents Dell Technologies within the Hispanic Association on Corporate Responsibility (HACR) and the TSIA XaaS Product Management Advisory Board. Additionally, he sponsors the Dell Technologies Services intern and MBA program for future talent development.
Prior to Dell, Alex was a management consultant at Bain & Company primarily focused within the Technology practice in the areas of corporate strategy, transformation, due diligence and optimization. In this capacity, Alex worked with several prominent software and hardware clients.
Alex holds an MBA from Massachusetts Institute of Technology (MIT), a Masters of Information Systems from Texas A&M and a Bachelor’s in Electrical Engineering from Texas A&M University.
Diana Benli has overall responsibility for realization of the software product solutions strategy for Cognizant’s Healthcare Business. Focused on the optimum client experience, she directs and empowers the talented TriZetto product teams to envision and deliver high quality, integrated software solutions and platforms to the healthcare payer market. Additionally, at Cognizant, Ms. Benli leads the Healthcare Product Committee, she sponsors the Women Empowered Healthcare Council and she is a mentor with the Accelerator program.
With her more than 30 years of experience in the healthcare industry, encompassing both the provider and payer segments, she has: managed a provider practice; helped to grow a healthcare technology startup as Chief Commercial Officer; managed full software development organizations; and worked in many areas of operations with large international corporations. She has focused her energy and passion in strategic product management to support and simplify healthcare.
Ms. Benli is a frequent speaker at industry events on topics related to healthcare solutions and has developed and presented her own synopsis of the art of product management, called “Product Think”.
In September 2017, Ms. Benli was interviewed by the 280 Group, a leading Product Management training and consulting firm. Subsequently in 2020 that interview was published in a market e-book called, “Trailblazing Women in Product Management”.
Ms. Benli holds a bachelor’s degree in Information Technology / Computer Science and an associate’s degree in Applied Sciences.
Morgan Mann leads operations for Cisco's $3B Security Business Group driving group level execution and strategy for the business. His work includes portfolio management, strategy formulation, business intelligence, business operations, and planning support to the group. In addition, he has cognizance of many of the Group’s operations responsibilities including offer security, quality, budgeting, and supply chain activities. Prior to his current role, Morgan was Chief of Staff for Cisco’s $800M Advanced Threat Solutions organization responsible for acquiring, integrating and scaling of Cisco’s security acquisitions into the sales organization.
Morgan joined Cisco in 2003 and has 20+ years of sales, marketing and product management experience in networking and security. He also served 30 years in the United States Marine Corps and Mar ine Corps Reserve. Morgan has formerly served as the technology committee chair of the Chicago Executives Club, Chief of Staff of the Marine Corps Reserve Policy Board, and member o f the editorial board of the Marine Corps Gazette.
Morgan has a B.A. from the University of California, Los Angeles; an MBA from Northwestern University’s Kellogg Graduate School of Management; and an M.A. in National Security Studies from the US Army War College.
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.
Sashen Naidu joined NTT, Ltd. in 2009. NTT, Ltd. is a part of the NTT Global Operating Company with 45 000 employees worldwide and a presence in 57 countries across 5 continents, specialising in multi-vendor, cross-tower information technology services including security, networking, collaboration, data centre and cloud.
Sashen is currently NTT, Ltd.’s Group Vice President of Services Offer Management where he is responsible for defining, delivering and evolving the strategy, investment decisions, offer plans and roadmap of the Customer Experience and Digital Workplace Portfolios. One of the offers that Sashen is leading is Managed Collaboration Services (MCS) which is a platform delivered, centralised global managed service which offers a single managed service across a multi-vendor collaboration environment on any deployment model (on-prem, hosted, cloud, hybrid).
Sashen has over 22 years’ experience in IT and Communications with a strong focus on the convergence of voice and data to support digital transformation initiatives. He is a certified Scaled Agile (SAFe) Product Manager and Program Consultant using Lean, Agile and DevOps principles and practices tightly coupled with ITIL service disciplines as the foundation for introduction of new service offers to market.
At ServiceNow, Tracy leads the ITSM Product Management team that’s chartered to accelerate worldwide sales for the flagship product and will help set the company as an IT portfolio thought leader.
Prior, Tracy held similar roles at GE Digital and Symantec, where she led global product management and customer success teams, refreshing strategies and redesigning service offerings that improved customer-satisfaction scores and revenue.
After graduating with a bachelor’s degree in business administration from the University of Arizona, Tracy began her career at PeopleSoft in services sales and marketing — a passion that has lasted throughout her career.
Marc Schröter is Senior Vice President of Product Management at SimCorp, and also a member of the company Group Management Committee.
Marc is responsible for Product Strategy, Vision and Direction for SimCorp Dimension, SimCorps market leading enterprise solution for Asset and Wealth Managers.
He has worked more than 20 years with software development, consulting and product management and has experience in using large-scale lean-agile development for delivering innovative solutions that enables clients to grow their business and reduce costs. Marc has worked most of his career within the Fintech industry, collaborating with both teams and clients, globally.
Marc holds a Master of Science in Engineering from University of Aalborg and a Bachelor in Finance from Copenhagen Business School
Marc serves as the Vice President and General Manager of the Laboratory Enterprise Division at Agilent Technologies, a leader in life sciences, diagnostics and applied chemical markets. With more than 50 years of insight and innovation, Agilent’s products and people provide trusted answers to customers' most challenging questions.
In his current role Marc’s focus is on the development of services and solutions that improve customers’ lab-wide operational and economic outcomes. Prior to this role, Marc led Agilent’s world-wide Customer Service Organization, having previously managed the Americas and European teams. This team of 3500+ industry experts delivers Agilent solutions into customer laboratories. In 2017, Agilent’s service business achieved the milestone of $1 billion in orders in a single year.
Much of Marc’s early career at Agilent was within the Corporate Development space helping to both transact and integrate acquisitions. Marc began his 19 year Agilent career in the United Kingdom before relocating to California. After 13 years in the US, Marc is now based out of Barcelona, Spain.
William H. Snyder serves as the director of professional services for Bayer Radiology, which is part of Bayer's Pharmaceuticals Division. In his role, he leads an organization that is accountable for delivering implementation, clinical, customer success, and support services across the organization's informatics customer base in the United States. He has in excess of 25 years of experience, with a significant time spent in both finance and commercial roles. William's former employers include Deloitte as well as the Pittsburgh Penguins. He earned his Bachelor's degree in Accounting from Westminster College, in Pennsylvania, and his MBA from the University of Pittsburgh.
Bayer, which employs over 100,000 employees, is a Life Science company with a more than 150-year history and core competencies in the areas of healthcare and agriculture.
Rick Gary serves as the executive director of support for McKesson Diagnostic Imaging. In this role, he oversees the global support P&L, strategy, and operations for radiology and cardiology products including PACS, RIS, VNA, hemodynamic, and cardiovascular information systems.
Prior to joining McKesson, Gary was at Carestream Health. His last position at Carestream was director, worldwide business operations, where he was responsible for implementing a global CRM, quoting, and compensation system in addition to managing the digital medical imaging forecasting process. Prior to that, he was VP of customer care (Divisional) for the Americas region in the Healthcare Information Solutions business where he was responsible for all customer care operations and providing oversight to global remote support initiatives.
Prior to Carestream Health, Gary was with Eastman Kodak for 27 years where he held various support management positions including support engineering, worldwide product management, and operations supporting copiers, consumer products, photo kiosks, and health care IT.
Gary holds a Bachelor’s degree in Biology from St. John Fisher College and an MBA from Rochester Institute of Technology.
Erik Anderson was promoted to President, Global Services and Breast & Skeletal Health Service in August 2020. He joined Hologic’s Breast & Skeletal Health Division in 2014 as Regional Sales Manager for the Upper Midwest, then was promoted to Area Business Director. In 2017, Mr. Anderson took over as Vice President of Sales for Hologic’s Medical Aesthetics business amid turbulent times, stabilizing and rebuilding the team while also impacting the broader business, leading to his promotion to President of Medical Aesthetics in 2019. He led the business while also leading Hologic’s divestiture of Cynosure and its transition to new ownership. He rejoined Hologic as Vice President, Global Service Initiative and Breast & Skeletal Health Field Service/Technical Support in early 2020, leading new initiatives to increase customer focus and capacity for the Company’s large service, support and customer experience business. Prior to joining Hologic, Mr. Anderson worked at ImpediMed and Stryker Instruments. He has a bachelor’s degree in Marketing from Iowa State University, where he was a 4-year letter winner and captain of the football team.
Paul Bergström serves as the executive vice president of global service for Elekta and is part of the executive management team. The service portfolio in Elekta covers field service, customer support and support centers, education and training, as well as the predictive and remote support. The accountabilities include leading the global organization to be in the forefront of customer experience, both in operational aspects as well as driving sales and revenue.
Prior to joining Elekta, Bergström was the general manager for the telecom solutions provider Ericsson in Hong Kong. His resumé spans from positions in Americas, Europe & Middle East, and Asia. Before leaving for Hong Kong, Paul was vice president of strategy and marketing for Ericsson’s Global Services organization, with the key focus on driving change.
Elekta is a leading innovator of equipment and software used to improve, prolong and save the lives of people with cancer and brain disorders. The advanced, effective solutions are created in collaboration with customers, and more than 6,000 hospitals worldwide rely on Elekta technology. The treatment solutions and oncology informatics portfolios are designed to enhance the delivery of radiation therapy, radiosurgery and brachytherapy, and to drive cost efficiency in clinical workflows. Elekta employs 3,700 people around the world. Headquartered in Stockholm, Sweden, Elekta is listed on NASDAQ Stockholm.
Jeff Cochran is Vice President Sales Enablement with Swisslog Healthcare, NA. Swisslog Healthcare delivers material transport, medication management and supply chain management solutions that increase efficiency and enhance the patient experience in forward-thinking health systems. In this role he is responsible for leading teams including professional consulting services & support, system tools and applications, and internal/external customer training/demos.
Previously, Jeff has lead sales teams in specialty pharmaceuticals, medical device, medical equipment, and software applications since 1997 at Bausch & Lomb, McKesson Automation, and has been involved with three healthcare technology venture capital funded companies involving RTLS/RFID and asset tracking solutions.
Jeff has a B.B.A in Marketing/Management from Wichita State University, is Lean Six Sigma trained at Villanova University, and is a Certified Medical Representative.
Mark Munson is director of implementation with TeleTracking Technologies, Inc., a provider of hospital enterprise operations management software. In this role, he is responsible for leading global professional services around core applications, including enterprise implementations, integrations, and driving outcomes for customers. In addition, Mark is responsible for delivery of business analytics solutions to TeleTracking customers.
Previously, Mark was vice president of customer satisfaction at Acusis, an international medical transcription software and service provider, responsible for customer success management, customer service, and technical support. Before entering the healthcare industry, he served in a variety of roles in an e-commerce startup incubated by Fisher Scientific.
Mark has a B.S. in Materials Engineering from Virginia Tech.
David Bisciotti serves as the vice president of customer service for Varian medical Systems. David joined the company in 2006. In his current role, he has responsibility for the overseeing customer all of the service activities worldwide.
Varian Medical Systems, Inc., headquartered globally in Palo Alto, California, is the world's leading manufacturer of medical devices and software for treating cancer and other medical conditions with radiotherapy, radiosurgery, proton therapy, and brachytherapy. The company supplies informatics software for managing comprehensive cancer clinics, radiotherapy centers and medical oncology practices. Varian is a premier supplier of tubes and digital detectors for X-ray imaging in medical, scientific, and industrial applications and also supplies X-ray imaging products for cargo screening and industrial inspection.
David has 25 years of experience in the medical device industry. Prior to that, David worked for the FAA and is a veteran of the US Air Force. He earned a B.S. from New York Institute of Technology and a M.S. in Management from NYU/Polytechnic University, New York.
Neal Hatton is employed by AVEVA Group plc. as the director of global customer support. He works in the software business and is responsible for the fulfillment of software support and services for the major brands Avantis, SimSci, and Wonderware. Customers served are frequently using the company's software in complex, mission-critical applications such as critical infrastructure, oil & gas, mining, food & beverage, water treatment, and more. He possesses an MBA with a focus on technology management. He has more than 20 years of experience in the industrial automation and software domains. He currently resides in Corona, California with his wife and daughters.
Troy is the Director of Strategy and Business Development at Carrier/Automated Logic Corporation (ALC), and he works at ALC’s corporate headquarters in Kennesaw, GA (Atlanta suburb). He has worked in the building automation industry his entire career (37+ years), starting with MCC Powers. In 1986, he became co-owner of a new BAS contracting business, which was sold in 1989, at which point he joined ALC. He has had the opportunity to serve a wide range of roles throughout his career at ALC, including: District Sales Engineer, Branch Manager, National Accounts Manager, launching and leading the OEMCtrl brand division, Director of Operations, Director of R&D, and then Director of Product Management prior to his current role leading business & product strategy development and business alliance initiatives. Troy holds a Bachelor’s Degree in Mechanical Engineering from Virginia Polytechnic Institute and State University.
Carsten Späthe heads the strategic development of services and solutions for the privately held Endress+Hauser Group since 2011. Through his role, he is responsible for the strategy and portfolio development of these business segments applicable in over forty countries.
Prior to his current position at Endress+Hauser he has worked for fourteen years in the automation and drives business in senior management roles for the privately held SEW-Eurodrive Group. With a focus in sales and marketing, he managed European markets and was responsible for major global accounts. As part of his career, Carsten developed and successfully implemented a global added value services portfolio. From a prior international employment in the power industry he has expertise knowledge on maintenance methodologies and optimization.
He holds an engineering degree in industrial and business engineering from the Karlsruhe University of Applied Sciences, Germany and an International Management diploma of the Sankt Gallen Management Institute, Switzerland.
Mark Bernardo has over 25 years of experience in solution design, product development, and marketing for software offerings within the industrial space. As a general manager at GE intelligent platforms, he is responsible for leading the global services business with a focus on making the Industrial Internet real for both manufacturing and infrastructure customers.
Mark joined Intellution in 1988 as one of the first employees and became part of GE in 2002. Prior to this position he served in a number of roles with GE Intelligent Platforms including leading our Customer Support organization, engineer leader for HMI/SCADA and Batch products, and quality assurance. As a result, he has worked with a large number of customers in a wide variety of vertical industries including food & beverage, consumer products, brewing, life sciences, power, water/waste water, metals, and pulp & paper.
Before joining GE, Mark worked at other software companies doing product development and quality assurance including developing a test automation framework.
Mark holds a BS in Computer Science from Central New England College in Worcester, MA. He currently lives in Massachusetts with his wife, son and two daughters.
John Page is senior vice president, Keysight, and president of the Services Solutions Group.
John, most recently vice president of Keysight's business finance organization, has 25 years of financial and corporate leadership, including CEO and founder of a cloud- based computing company as well as CFO and senior management roles at leading semiconductor and electronics firms.
John joined Hewlett-Packard in 1988 where he served in a variety of finance and operational positions. When Agilent Technologies was spun off from HP, he helped lead the creation and spinoff of Lumileds as its first CFO. He was also one of the founders and executive staff of Agilent's Imaging Electronics Division, which he helped lead from inception to over $1B in revenue.
John served as a member of the executive team at Nanosys from 2010-2014, where he was instrumental in the company's transition from a technology research powerhouse with over 800 patents into a growing commercial business in the electronics industry.
John holds an M.B.A. from the Simon School of Business at the University of Rochester, and a B.A. in economics from the University of Rochester.
Dan Lopez is senior director of marketing for KLA’s world-wide service business. KLA is a leader in process control solutions for the semiconductor industry.
In his current role, Dan leads a team responsible for creating service-related solutions for KLA’s broad product portfolio. His group works closely with product teams, service sales, operations, and technical support in pursuit of customers’ insatiable need for cost-effective product performance and availability. Dan has been with KLA for over 20 years and has held a variety of roles in both service and product teams.
Dan holds a BS in Electrical Engineering and an MS in Business, from Stanford University. He resides in the San Francisco Bay Area.
Jerry has general management responsibility for NI's installed base services business. His responsibilities include overseeing NI's worldwide depot and field repair, sparing, calibration, factory integration and custom installation services. In this role, he leads a cross-functional team responsible for setting NI's strategies and offerings, and delivering these services in NI service centers, authorized service provider network locations, and at customer sites. Jerry has led the organization to unprecedented growth and innovation, enabling the success of NI’s product and system customers.
Jerry’s 35 years as a manager and executive include joining NI in 2011 after extensive experience in the aerospace and semiconductor industries. Prior to NI, he led product and business management for the Semiconductor industry's largest global equipment maintenance business. He also managed the global operations of a technical training organization listed in Training Magazine's Top 100, with direct responsibility for 10 training centers. Early in his career, Jerry held roles in systems engineering and program management in aerospace, including four years as an officer in the US Air Force. He holds a BS in mechanical engineering and an MBA.
Alejandro Capparelli is the President of the Latin America Region at Rockwell Automation and has over 25 years of experience in the industrial automation and control industry. He is responsible for strategic development of the region driving overall sales growth serving multiple manufacturing industries.
Alejandro joined Rockwell Automation in 1997 as a Field Services Engineer. He has international experience serving Rockwell Automation in multiple capacities related to services, solution, sales, channels, OEMS, system integrators and partners.
Alejandro has a bachelor’s degree in electrical engineering from UNMDP University in Argentina. He resides in Florida with his wife and two children.
My mission is to be the digital partner in sustainability and efficiency for our distributors, our contractors and our end-users through our services activity. After working for 5 years for UTC in the European Fire & Gaz division as marketing leader, Jerome has joined Schneider Electric in 2007 and has held several leadership roles in the EMEA zone for the Regional Solution Execution Center. In 2015, Jerome joined the Services organization where he led successfully the services business globally for our Strategic Accounts doubling the activity in less than 3 years.
In November 2017, Jerome was appointed VP US Field Services Operations & Operational Marketing, as well as Regional NAM Leader for the Global Field Services entity. In this dual role, he led the US Field Services business turnaround by focusing in sales growth and improved profitability. Early 2019, he acquired his current role of Senior Vice President of US Services, focusing now on digital transformation of the services business with the ambition to position Schneider-electric as the US market leader of digital services.
Jerome is an experienced executive in Operations with a successful track record in the services industry across an international environment. Skilled in Strategy, Sales, Management and Marketing, he holds a degree in International Marcom from Spalding University in Kentucky; a master’s degree in Marketing and Strategy from the Rouen Business School in France; and an Executive MBA from the ESSEC Business School in Paris.
Cathy is Director of Services Marketing at Thermo Fisher Scientific, shaping commercial service strategy and leading the team tasked with portfolio management, market research, pricing, positioning, marketing communications, digital services, and development of service sales strategy.
Translating customer needs into revenue-producing strategies that accelerate corporate growth and customer satisfaction, Cathy has gained 20+ years of service expertise with Box One Leader, a financial training and leadership company, and Hahn Consulting, a services marketing and sales consulting firm. At Hahn, Cathy advanced quickly to Principal Consultant and delivered research, marketing, selling, and strategic planning services to various technology clients to drive awareness, preference, and demand in support of service strategies.
Cathy is a proud graduate of the University of Oregon’s Lindquist College of Business. She has served on the Board of Directors for Youth, Rights and Justice, Development Committee for Adelante Mujeres and also co-founded Eve’s Daughters, a non-profit for single moms and their children.
Amit Ronen is responsible for managing customer-facing engineering groups across the globe, including field engineering, engineering specialists, and customer support organizations.
Before joining Wind River, he was the founder and CEO of Presales Solutions, a company that offered a unique on-demand hosted solution in the customer relationship management (CRM) space. Prior to Presales Solutions, he spent more than 10 years with Mercury Interactive, where he gained extensive executive and global field management experience. There he managed and built the presales organization in the Americas, expanding it from 40 people to more than 150 people and supporting revenue generation of more than half a billion dollars. In addition, he served as vice president of professional services for the Americas and vice president of Mercury's Tuning business, a startup within the company. He was also a founding member of Mercury Interactive Japan KK and was responsible for all technical field operations in the Japan and Korea region.
He holds a B.A. in Computer Science and economics from Tel Aviv University in Israel and is a graduate of the Stanford Executive Program (SEP) of Stanford University in California.
Charles Matthews recently returned to the U.S. from a four-year expat assignment running Global Services teams from France. He is responsible for the global delivery and business execution of professional services, customer care, and educational services across contact center, telephony, unified communications and data infrastructure product lines.
Charles has over 20 years of experience in the telecommunications and software industries. During his 15 years with Alcatel-Lucent he has held positions of progressive management in R&D, educational services, customer care, and professional services.
Prior to Alcatel-Lucent, he held positions in R&D and customer service with business analytics software and business process software companies.
Charles is a graduate of Harvard University.
Rick Hamilton is Senior Vice President of Blue Planet Software. Mr. Hamilton is responsible for Ciena’s Blue Planet software platform and global services organization, including consulting and support services for designing, deploying, managing and maintaining communications networks.
Prior to joining Ciena in October 2016, Mr. Hamilton was Corporate Vice President, Professional Services for Juniper Networks and previously served as Vice President, Cloud & Managed Services at Cisco Systems, where he spent more than ten years in various services leadership positions. Mr. Hamilton has also held leadership positions with The DFS Group (a division of LVMH Group), Cost Plus World Market and Discovery Channel’s consumer division.
Mr. Hamilton holds a B.S. in Information Systems from the University of Phoenix and a master’s degree in Software Engineering from Golden Gate University. He also holds an undergraduate degree in Aeronautics.
Doug Schmitt is the president of global services, where he has full P&L responsibility for the Dell Technologies’ Support and Deployment Services business including strategy, sales, product design, field delivery, technical support, and operations. He is accountable for all IT lifecycle services supporting the Dell Technologies Client Solutions and Infrastructure Solutions businesses including basic warranty, advanced support, configuration services, managed deployment, and managed services. Doug leads an organization of over 55,000 direct and partner team members in 165 countries.
Doug joined Dell Technologies in 1997 and has served in a number of leadership roles including finance and operations. Additionally, Doug serves on the Board of Dell Technologies PAC. Previous to joining Dell, he was employed with Sequent Computer Systems where he held various senior-level finance positions. Prior to Sequent, he was employed in the banking sector.
Soren Marklund is Ericsson's global VP of customer support portfolio and sales. In this role, he responsible for the Ericsson global customer support business covering portfolio evolution, global sales support, and business execution through regional service lines.
Soren has more than 30 years of experience in the telecommunications and software industries. Prior to this role, he served in various senior roles at Ericsson in the USA, including VP of customer support and VP of business development for North America. Prior to joining Ericsson, he held senior roles at TeliaSonera in Sweden.
Soren is currently leading Ericsson's support services evolution, enabling customers to succeed in their operational transformation journeys to handle increasingly complex, diverse, and continuously evolving network ecosystems. He holds a strong passion for delivering industry leading customer experience through innovative service offerings.
Soren is a world leader in communications technology and services with headquarters in Stockholm, Sweden. Ericsson is providing premier support services, reaching customers in 180 countries around the world.
John leads the Customer Experience organization for Google Cloud responsible for developing and executing on the strategy that ensures customers adopt and realize business value from the Google Cloud. This includes global leadership of Professional Services, Customer Success, Customer Support, Training, Cloud Certifications, and Customer Engagement through the Executive Briefing Center and Customer Advisory Boards. John reports to Google Cloud CEO Thomas Kurian.
Prior to Google, John spent 20 years at Microsoft in numerous roles including Corporate Vice President of Worldwide Customer Success, where he established a new organization to drive adoption of Microsoft's cloud services, Vice President Worldwide Specialist Sales, where he led enterprise sales strategy across the full suite of enterprise cloud services, and General Manager of Global Accounts with responsibility for Microsoft’s top 100 enterprise customers.
John attended George Mason University in Fairfax, VA, where he earned his bachelor’s degree in electrical engineering and a master’s in business administration. He lives in the Seattle area with his wife Kelly, and their two daughters. In his spare time, John enjoys golfing, cycling, and sports car racing.
Mike Perera is currently the General Manager of IBM's Technology Support Services. In this role, he’s responsible for the overall profit & loss of the division including strategy, sales and delivery.
Prior to his current role, Mike held several positions leading IBM’s Z (mainframe) software portfolio. Most recently he was Vice President, IBM Z Software Sales, responsible for the worldwide Z Software sales and technical sales organization, as well as leading IBM’s first major pricing transformation in 20 years, available in the market as Tailored Fit Pricing. Before then he was Vice President, Z Software, leading the IBM Z Software hybrid cloud strategy & execution. He’s also held the positions of Vice President, CICS, TPF and Z Systems as well as Director, DB2 for z/OS, where both of which he was responsible for product management, development and support.
Before his leadership roles in IBM Z, Mike held a number of other positions including operations of Smart Analytics Systems, mergers & acquisitions for IBM’s Information Management division, where he helped drive the acquisitions of Cognos, Princeton Softech and Solid Technologies and a variety of positions within IBM's WebSphere Software division focused on telecommunications solutions.
Ahead of joining IBM, Mike earned his MBA from the University of North Carolina at Chapel Hill. After earning his undergraduate degree in Applied Economics and Business Management from Cornell University, he worked for four other companies around technology always with an affinity around technology.
He is married with a 3 kids who all keep him quite busy outside of work; however, he still enjoys sport fishing, golf, gourmet cooking, wine and traveling when he has a free moment. He also serves on the board of directors of Wake Ed Partnership and University of North Carolia’s Kenan-Flagler Business School Alumni Council.
Mike Flannagan is Vice President of Customer Experience & Success at Microsoft, leading Global Operations, Digital, Learning & Development, 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, and serves on the Advisory Council for the University of Texas at Austin's McCombs College of Business.
Kelly Mark is the corporate vice president of managed and support services for Motorola Solutions, Inc. As the head of Services, Kelly leads a global organization charged with growing the hardware, software, and managed services business. His responsibilities include overseeing the development of strategy, offer design, and delivery of services through network operations in all regions.
Kelly was elected a corporate vice president in September 2010. Prior to his current role, Kelly was the corporate vice president of strategy responsible for driving the company strategy and major strategic projects related to acquisitions, divestitures, and investments. He also was vice president, chief of staff for Motorola’s CEO where he was responsible for staff operations and activities associated with the chief executive officer of the company. Before his chief of staff position, Kelly worked for Cerberus Capital for a brief period in 2008. His previous roles at Motorola from 1999 to 2008 include overseeing the Office of Acquisition Integration for Motorola, director of business development for the Mobile Devices business, and investment manager, responsible for managing Motorola’s venture capital investments in start-up companies.
Kelly received his Masters of Business Administration from Harvard Business School and graduated from the University of Illinois with a Bachelors of Science in Business in 1994.
Gary Grecsek is the vice president of PerkinElmer OneSource® Laboratory Services. He has held multiple executive leadership roles within PerkinElmer, and for the past 7 years, has been responsible for driving the strategy and performance of its flagship OneSource Laboratory Services business.
PerkinElmer's OneSource® enables laboratory professionals to accelerate their science through innovative, integrated service solutions that improve the health and safety of people and the environment. The OneSource portfolio currently includes enterprise, professional and managed services offerings for pharmaceutical and life science markets.
Under his cross-functional leadership over the past 20 years, Gary has driven substantial business growth through organic market expansion, business development, change management, operations optimization, and continuous improvement initiatives.
Prior to his current role, he has held strategic, global leadership positions within Technical Support, Sales Management, and Product Management.
Grecsek holds an MBA from the University of Tennessee and BS in Materials Engineering from Drexel University.
As President Services, Shane is responsible for driving strategy, execution, innovation and business growth across SAP's global services organizations. He brings to this role broad experience in executive management, sales leadership, product management and innovation delivery spanning both enterprise software and the start-up community.
Shane has held leadership positions across various SAP business units in North America, Asia and Europe, heading Global Services Sales most recently. In the start-up community, he held board advisory roles and executive management positions with several successful fast growth start-ups.
Shane started his professional career in the United States Army and holds undergraduate and postgraduate qualifications.
Jim Roth serves as the Executive Vice President of Customer Support for
Salesforce where he is responsible for support operations globally for all
Salesforce products. Prior to Salesforce, he spent 17 years at Dell where
he worked in services, marketing and IT. Jim holds dual bachelor’s
degrees and a master’s degree from Northwestern University and a
Master’s Degree in Management from the Stanford University Graduate
School of Business. He resides in Austin, Texas with his wife Katy and 4
Kurt Kuelz leads Siemens's Worldwide Global Services organization. His organization is charted to ensure Siemens's clients realize maximum business value from their investment in Siemens solutions. By working directly with clients and partners Kurt's teams lead successful implementations through their deep domain expertise, exceptional product knowledge, proven methodologies and global scale. These attributes enable Siemens Global Services to support transformation initiatives that scale from leading large global enterprise deployments to enabling client or partner teams to be self-sufficient.
Kurt has been in the technology services business for over 20 years. Prior to Siemens, Kurt spent 20 years with PTC where, as the head of WW professional services he transformed PTC's professional services organization into a strategic asset that drives enterprise value for clients while being a growth and profit engine for the company. During his time with PTC, Kurt leveraged his unique client partnering skills as the executive sponsor to PTC's largest, most strategic and most successful clients.
Kurt holds a BS in Mechanical Engineering from Georgia Tech. He has lived in great cities around the world (Atlanta, San Diego, London, Munich) and is currently thrilled to be settled in Charlotte, NC with his family.
Doug Caviness is Vice President, B2B Strategy & Partnerships for cleverbridge, a leading provider of global billing & commerce solutions that remove friction from sales processes. His work focuses on sales automation and customer self-service for addressing high velocity / "long tail" customer segments in a channel-friendly way. Doug brings over 20 years’ experience in internet commerce, software and IT, having worked with companies ranging from startups to Fortune 500.
Sunil has 2 decades of IT industry experience across multiple horizontals and geographies. He has a spectacular track record of developing new markets, winning new logos, creating and winning advisor led deals, building teams and businesses.
As EVP, Chief Sales and Marketing Officer at CSS Corp, he is responsible for driving business growth focusing across ITO, Technical Support, Infrastructure & Cloud, Digital and Telecom services. He provides strategic leadership to Sales, Account Management, Marketing, Solutions Engineering, Deal Advisory, Inside Sales, Alliances and Bid Management teams.
Previously, at Infosys, Sunil was Head of Sales for the Healthcare BU, growing the business through multiple new account openings, managing client relationships for strategic accounts and closure of large deals.
Sunil has an engineering degree from National Institute of Technology, Rourkela, India. In his free time, he loves spending time with his family, watching movies and loves traveling.
Briana Belisle has over 20 years of experience helping network-based companies harness the power of the model to accelerate growth while maximizing customer value. She is currently the VP of Marketing at Field Nation, the leading platform dedicated to bringing companies and skilled technicians together to complete field service work. Prior to Field Nation, she held several marketing leadership positions at SPS Commerce, the world’s leading retail network. Briana earned a Bachelor of Arts degree in Business and Sociology from Augustana University. In her free time, she enjoys hiking, traveling, and attempting to keep up with her kids.
Austin Rohr is the Global Solution Evangelist for FinancialForce’s flagship product, PSA. At FinancialForce Austin is responsible for Product Marketing that he drives by working with product, customers, prospects, and analysts to understand where the services economy is today and where it’s going to be tomorrow. Then translating that need into market. Austin draws on his first hand experience as a former services leader at Lexmark and Netsmart, where he was responsible for optimizing solution delivery to clients across the globe, as well as driving professional services performance and predictability.
In Austin’s last 15 years of leading Professional Services he has a proven track record of providing strong organizational leadership during periods of rapid growth and change. Extensive experience starting and building multiple service lines while achieving aggressive revenue and profitability targets within the US as well as internationally.
Jen Dodos is the director of marketing communications at Mavenlink, where she's responsible for driving brand awareness and preference and oversees public relations, social channels, media relations, brand management, content strategy, events and multi-channel marketing programs. Jennifer has been a leader in technology marketing for more than 20 years, most recently at Toshiba acting as the director of marketing communications. At Toshiba, Jennifer was responsible for all aspects of the global marketing program including execution of marketing communications strategy, positioning, public relations, corporate sponsorships, brand management and more.
Robert Saxe is nVision Consulting Group’s founder and managing director. His career started at IBM and has spanned more than 25 years, having held senior leadership roles at IBM, AT&T, Nuclio, and Expanets, and managing multi-billion dollar customer and channel relationships. Robert founded nVision Consulting Group in 2007. He has subject matter expertise in business strategy, financial modeling, digital transformation, channels and route to market strategies, product and service creation and portfolio management. He has delivered consulting engagements in more than 50 countries across six continents that have been tied to billions of dollars in value realized for nVision’s clients globally.
Mat Cagney is the CEO at Renewtrak and is obsessed with connecting Vendors to their customer to turbo charge renewals and recurring revenue process for any product, any channel and any customer. Mat has spent the last three years at the largest fintech disruptor in Australia where they transformed the payments ecosystem around millennial buying behaviors. Prior to that, he spent five years delivering digital and customer-first technology platforms to some of the largest banks in the world.
Ben is the Founder and CEO of ScreenMeet. ScreenMeet is the first Modern SaaS cloud-native solution for co-browsing and remote support. Ben is a serial entrepreneur and sold his last company into the GoTo business unit of Citrix which later merged with LogMeIn. An industry expert in collaboration and real-time systems, Ben and his team are excited about bringing the next generation of technology to the Help Desk and Call Center industries. Ben is a graduate (magna cum laude) of Amherst College and received his MBA from NYU. He is a Crown Fellow of the Aspen Institute.
Todd Idler is the Product Marketing Director for Customer Workflows at ServiceNow. He’s responsible for driving demand, adoption, and success of ServiceNow solutions for customer service. Prior to ServiceNow, Todd held leadership roles in audience marketing, solution marketing, and product management at SAP and PeopleSoft. He also led a business software development and applications support department for the investments division of a national insurance and retirement services company.
Gail Propson is the Director of New Business Development for SERVICE 800 based in Minnesota. In this capacity she creates partnerships with clients creating customer feedback programs to go beyond the numbers. Programs move customer insights to action that impact the bottom line.
Gail has 25+ years of account development experience across multiple industries including technology, training & education and services. She has established a proven track record of growing revenue and developing long term client relationships.
Early in her career she learned that people work with people they like, enjoy and trust. The process of choosing a partner can be deeply personal and the interpersonal dynamics are critical to both buyers and sellers. Relationships count and trust is key.
When Gail is not at work, she enjoys spending time with her family along with boating on Lake Superior and camping in the Boundary Waters Canoe Area.
Mike Daecher brings more than 20 years of B2B / B2C marketing leadership experience from fast-growing startups and established online businesses. Since 2018 he has led the marketing team at Thought Industries, a leading SaaS-based customer education platform. Prior to that he was working with online education startups Craftsy and ArtistWorks, and was part of the leadership team at About.com, the first content marketing platform at scale. He’s based in Boulder, Colorado.
Mél Attia leads the marketing team as VP of Marketing for Vanilla Forums, an innovative customer community platform. Her focus is to drive adoption of self-service solutions and help organizations deliver exceptional customer experiences.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.