TSIA helps tech service companies make profitable decisions, faster

Bo Di Muccio, Ph.D., is the Distinguished Vice President of Professional Services Research and Vice President of Advisory Delivery for TSIA, and the chairperson of the TSIA Professional Services Advisory Board. He is responsible for developing and delivering research and advisory programs that are focused on helping executives to build and optimize professional services in many of the world's leading technology companies. Bo earned the title of TSIA Distinguished Researcher when he reached over ten years in a research role at TSIA, having authored over 50 research articles, answered 1,500+ member inquiries, and developed frameworks and survey methodologies that helped members address complex business challenges. Bo also continues to take a lead role as a mentor, helping other members of the TSIA Research team master their skills.

He has 20 years of experience in technology industry research, analysis, and consulting, including experience in hardware, software, and services. Prior to TSIA, he managed consulting services research at International Data Corporation (IDC). He also had a lengthy tenure at Deloitte Consulting, where he served several business units in a variety of roles, including services strategy and marketing, market research, competitive intelligence, and client service. He also held market research roles at AltaVista Company and Compaq Computer Corporation prior to his tenure at Deloitte.

Bo earned his master's and doctoral degrees in international relations from the School of International Relations at the University of Southern California and was a tenure-track faculty member of the University of Florida's Department of Political Science prior to beginning his career in the technology sector.

Bo frequently writes about these topics on the TSIA blog on the topics of professional services, pricing, professional services and sales, and tips for a successful professional services organization.

Darlene Kelly is the Director of Customer Success Research for TSIA. In this role, she works closely with TSIA’s customer success members to deliver research and benchmarks to help companies realize and achieve their true value in customer success.

Prior to joining TSIA, Darlene spent approximately 20 years in the digital marketing landscape with the last 12+ years at Adobe working in customer success across different customer segments and industry verticals. While at Adobe, Darlene served as a Senior Customer Success Manager, responsible for managing Adobe’s enterprise level accounts protecting some of the company’s largest book of business. Prior to Adobe, she held roles within services and sales at Claritas, a marketing company later acquired by market research firm Nielsen.

Darlene has a unique perspective on customer success, experiencing first-hand, the shift from reactive account management to proactive customer success management. She prides herself as a professional dedicated to bringing value by helping customers achieve their goals.

A former San Diego native for 30 years, Darlene and her family now call the San Francisco Bay area home.

Dave Baca is the Director of Support Services Research for TSIA. In this role, he provides membership and advisory designed to help member companies optimize their customer support organizations (including help desks, call center, and tech support) to achieve and deliver desired customer and organizational outcomes.

Prior to joining TSIA, Dave held various senior leadership roles at basys, a benefits administration software company. In his most recent role as their vice president of customer experience and consulting services, he led basys’ Customer Experience and Software Support/Help Desk teams, collaborating with internal Product Management, Technology, and New Customer Implementation teams to enhance the customer experience by building more in-depth customer-supplier relationships.

Dave was also previously the Senior Vice President of Customer Success at ANCILE Solutions. During his time at ANCILE, he led team members in a $56M+ global customer success and support services organization to deliver software solutions to over 4,600 lifetime customers, including 50 of the Fortune 100 companies, with 20 million end-users.

Throughout his career, Dave has demonstrated an ongoing passion for helping customer support organizations transform and achieve industry-leading results. He holds a Bachelor of Sciences from the U.S. Naval Academy and honorably served as a Naval Nuclear Submarine Officer.

David Young is the Senior Director of Professional Services Research for TSIA. In this role, he is responsible for developing and delivering research programs that are focused on helping TSIA member organizations build and optimize professional services. He is also responsible for leading and delivering operational best practices to member organizations.

David has over 25+ years of experience in technology, operations, analysis, project management, and consulting, including experience in high tech semiconductor industry, software product development, program management and professional services working in large enterprise and small startup organizations.

David is a regular contributor to the TSIA blog on the topics of professional services, capacity planning, and project performance.

George Humphrey serves as the Vice President and Managing Director of Offering and Delivery Research and Advisory for TSIA. Touting more than three decades of technology business knowledge in the networking and communications space, Humphrey is a valued resource and advisor to many of the world’s most successful technology business ventures.

Humphrey has a long history of leading managed services product management, client management, systems engineering, tools and architecture development, sales, delivery operations, process definition, and global strategy. Prior to TSIA, he was responsible for introducing the world’s first voice/data converged platform. During his time with Avaya and Lucent, he launched the first globally standardized product realization processes, as well as service realization and lifecycle processes, transforming their business functions. Today he holds seven global patents in communications and networking.

As a research leader at TSIA, Humphrey’s insights are regularly leveraged by Fortune 500 companies through his advisory work, public speaking engagements, research reports, and publicly shared content on a variety of evolving business topics.

Luke Ronkowski is the director of  managed services research  for TSIA. In his role, Luke is responsible for leading and delivering TSIA member organizations with operational best practices, fact-based education, and insight into the performance and operations of their managed services business.

Luke is an experienced IT Services executive with 15+ years of experience in IT and Managed Services businesses, serving in multiple leadership roles. In his most recent role, as Leader of Client Services for Enavate, Luke oversaw all Managed Services in North America, and led the transformation of his organization in designing, planning, and building a Managed Service team, while also increasing gross profits and retention.

Luke has also served as Leader of Managed Services for Columbus Global, a professional and managed services software organization, where he had direct responsibility for Customer Success. He honed his services expertise with previous leadership roles at Biz Technology Solutions.

Luke frequently writes about these topics on the TSIA blog: managed services, managed services mistakes, what makes for a successful managed services provider, defining a managed services org structure, creating an executable and measurable managed services strategy, operational processes, and customer engagement.

Marc Troyan is the Senior Director of Customer Success Research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver positive and successful customer outcomes.

Prior to joining TSIA, Marc was the Chief Customer Officer at Heap, where he led the account management, professional services, education and customer support teams. He designed and launched the company’s first NPS program, expanded customer success into EMEA, and led the move of the account management team from sales into customer success.

Marc came to Heap from SAP, where he was the head of customer success strategy for the SAP Customer Experience business unit. In this role, he built and launched a new customer onboarding and enablement program, created new consulting services offerings, designed a new “voice of the customer” program, and delivered a new customer lifecycle model that was deployed across all SAP Customer Experience product lines. In addition to the customer success strategy team, Marc led the value and adoption strategy consulting, product champions, onboarding and enablement, and business operations teams.

Marc was also Senior Vice President of customer success at Gigya (which was acquired by SAP), where he built the Customer Success department while also leading solution architecture, account management, customer support, identity strategy consulting, and sales engineering. In this capacity, he led the organization through 3x ARR growth, increased gross retention rate from 64% to 90+%, designed and launched Gigya’s voice of the customer program, and led the integration of the customer success team into SAP’s Customer Experience business unit.

In total, Marc has over 25 years of experience working for professional services and technology providers including Ernst & Young, Salesforce.com, and Adobe prior to joining Gigya. Since 2007, he has led customer success organizations of varying shapes and sizes. Building these teams and working with amazingly talented people has been his career highlight thus far.

Maria Manning-Chapman is the Distinguished Vice President of Education Services Research for TSIA. She has more than 25 years of education experience in the high-technology industry. Her diverse knowledge of the education function spans from the fundamentals of content design, development, and delivery to education services strategy definition and execution.

Maria earned the title of TSIA Distinguished Researcher when she reached over ten years in a research role at TSIA, having benchmarked over 140 education services businesses, answered 1,700+ member inquiries, and developed frameworks that helped members address complex business challenges.

Maria is well versed in the dynamics of running an education services business and has held leadership positions in operations, virtual learning, business development, curriculum development, delivery, and partner management. She has managed domestic and global education teams for pre-IPO as well as Fortune 500 companies. Throughout her career, Maria has worked with many industry-leading companies such as Ellie Mae, Hewlett-Packard, Mercury Interactive, VERITAS, and Amdahl.

Maria frequently writes about these topics on the TSIA blog on the topics of education services, customer adoption, and Learning-as-a-Service (LaaS).

Stephen Fulkerson is the Vice President of Customer Success Research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver positive and successful customer outcomes.

Prior to joining TSIA, Stephen was the Vice President of Customer Success at Upland Software, where he successfully consolidated ten separate customer success teams to perform under one Upland umbrella resulting in a seamless and unified customer success experience. He personally led company executive efforts to increase the NPS by 70 points in eighteen months while also securing renewals, driving expansions, and cross-sell opportunities. During his time at Upland, he also skillfully led the Customer Experience and Customer Training departments.

Stephen was also Vice President of Customer Success at Alert Logic, where he built the Customer Success department while also overseeing onboarding, training, and customer support. In this capacity, he successfully broke numerous company records for onboarding and improved customer experiences.

Stephen has over 25+ years of experience working in technology companies and has been a leader in professional services, technical account management, and business development for APAC and LATAM operations. Stephen started his career in customer success in 2004 and he has spent the bulk of his technical career-building customer success organizations and finds this work the most rewarding for both serving the customer and the company.

Vele Galovski is the Distinguished Vice President of Support and Field Services Research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize customer support and field service delivery and engineer profitable customer outcomes.

During his career as a services executive, he has provided thought leadership and driven breakthrough performance in high profile assignments in a diverse set of companies including: Xerox, Eastman Kodak, Bank of America, NVR and several Cloud Services startups.

Throughout his nearly 30 years in the industry, Vele has consistently driven double digit top line growth with a proven retain, gain, and grow strategy; and bottom line profitability with a focused “cost down” process. He has been awarded a patent “Method and system to manage achieving an objective”, is a Six Sigma Black Belt, and is a Licensed Professional Engineer. Vele has also written a book, The Perpetual Innovation Machine, which describes a holistic approach to management based on ambitious goal setting, data driven analysis, skillful prioritization, inspiring leadership, and the “lost art” of employee engagement.

Vele earned his MBA and Civil and Environmental Engineering BS from Clarkson University in Potsdam, NY.

Vele frequently writes about these topics on the TSIA blog on the topics of field services, artificial intelligence (AI), intro to the Internet of Things (IoT), and spare parts logistics.