Mary is Chief Customer Officer at Infor. Her focus across the organization is to drive the Infor culture to deliver an excellent customer experience to all customers. Her top priority is to provide services that help customers achieve their stated business goals using Infor solutions. Infor knows that its success is based on customers finding value in everything we do.
Mary has over thirty years of experience in the high-technology industry including executive and general management assignments in Europe and the United States; working for software and consulting companies such as Information Advantage, Sterling Software, Keane and Wang. She currently serves on the Executive Board of TSIA, was a founding member of their Recurring Revenue Board and is on the committee for Women in Service. Mary is also a member of the Forrester’s Customer Experience Advisory Council. Mary has been a member of the Service Industry Executive Board for 4 years, participates on the St. Paul [Minnesota] Chamber of Commerce Board, and is on the Board of Trustees at TPT, a non-profit public television and media company. She has been an active volunteer throughout her life including mentoring young women through Mentium 100, in prisons through the Minnesota State and Hennepin County Criminal Justice Program and is currently one of many volunteers in the society called ‘Little Brothers of the Elderly’.
As a Vice President within Microsoft Canada's Customer Success Unit (CSU), Mary-Ellen Anderson helps customers achieve business success by guiding organizations on their journey to the Microsoft Azure cloud computing platform.
Prior to joining the CSU, Mary-Ellen led the Developer Experience and Evangelism group (DX) charged with inspiring, fostering and supporting the development of industry leading applications and services across all platforms.
Whether working with Enterprise customers or Independent Software Vendors to leverage the power of the Cloud or supporting developers and start-ups to create amazing applications to make the impossible, possible, Mary-Ellen is passionate about innovation.
A veteran media producer, Mary-Ellen originally joined Microsoft's Advertising and Online Division to lead content programming for MSN Canada drawing from her experience as Supervising Producer at CTVNews.ca and as one of the original digital producers of CBC News Online.
Prior to going digital, aside from a brief stint creating Interactive games, Mary-Ellen spent more than a decade working in television and radio, producing current affairs, children and entertainment programs.
Shahriar Rafimayeri is the Senior Vice President of Business Innovation & CIO at Infor. He has global responsibility for Infor's information technology and is tasked with establishing and executing a strategic roadmap for internal Infor processes with the aim of reengineering and automation while leveraging Infor's best-in-class products and services. He brings more than 27 years of experience to the team.
Prior to joining Infor, Rafimayeri held several leadership positions in the technology and financial sectors at Morgan Stanley, Blackstone, Credit Suisse, UBS, and Bankers Trust. His areas of expertise include large-scale technical architectures and roadmaps; customer relationship management; customer profitability and performance management; cross-product-selling collaboration and integration; mobile computing; HR systems, corporate services applications; spend management; contract management and more.
He holds a Bachelor of Science in Computer Science and Mathematics from Hofstra University.
With over 30+ years client management experience in global services and technology organizations, Martin recently joined MuleSoft’s Marquee team in their North American customer success organization. In his role as Director Customer Success Marquee Accounts he is supporting some of MuleSoft’s most strategic customers in the financial services and transportation industries on their journey to successful deployment and operation of MuleSoft’s API application network platform. Martin’s professional experience range from leading clients through large scale global technology platform implementations and product definition to building customer success teams from the ground up.
Emilia is a Senior Technology Business Leader with more than 15 years of success in the tech industry. Leveraging extensive comprehension of and talent for customer success growth, she focusses on digital transformation, building customer success teams from scratch, creating professional service packages for scale, creating company cultures, and putting effective operations and processes in place. Emilia holds a Trans-Global Executive MBA from Saint Mary’s College of California. She attained a Bachelor of Arts, Canadian Studies Major, History Minor, from the University of British Columbia. Emilia lives in San Francisco, CA with her husband and three children.
Sherrod Patching is the Chief Customer Officer for Leadspace, a tech platform focused on providing data and AI for B2B marketing and sales organizations. She is passionate about leading customer-centric teams focused on ensuring the customer realizes their business objectives and creating an environment in which both the success teams and the customers thrive.
Sherrod has led customer teams for over 15 years and has built and scaled customer success teams specifically for the past 7 years, first in London, England and now in San Francisco, CA., where she lives with her husband and (very active) two-year-old.
Steve Monti is the Vice President of Customer Success at Centro. In this role, Steve sits at the helm of all post-sale client operations as it pertains to software clients. Prior to Centro, Steve was an original founding team member of a technology startup called SiteScout – a Demand Side Platform – that was later acquired by Centro in 2013. Steve has been in the online advertising space in one form or another since 1999, with a few ventures in between. Pivoting the original Account Management team into the world of Customer Success in 2014 yielded new challenges and opportunities to overcome. When he is not busy with work you can find him in the garage, building race cars that he drives himself down the track, in pursuit of a true need for speed. Steve earned a BBA (Bachelors of Business Administration) from Laurentian University.
Tony Brucha is Vice President, Customer Success & Inside Sales at ServiceSource, where his client-facing teams find, convert, grow and retain B2B customer relationships and revenue.
Tony built his experience and expertise in the Customer Success function while leading the Cisco WebEx Customer Success team. He helped integrate the acquisition into Cisco, while scaling the Customer Success function globally and growing the business from $380m, focused on Small Business and Commercial accounts, to over $1b by moving up the stack into the Enterprise, Global Enterprise and Public Sector markets. Tony’s teams leveraged a Lifecycle Account Management Process (Onboard, Adopt, Expand, Renew) via a Strategic Customer Care framework, supported by the Consumption Economics model and B4B outcome-based results. Tony has participated in and spoken at a number of industry conferences, including TSIA (Technology Services Industry Association), Gainsight Chief Customer Officer Summit, and the ServiceSource Customer Summit.
Over the course of his career, Tony has held increasing levels of management and leadership positions, with full P&L and operational responsibility, including Director Advanced Services at Cisco Systems, Vice President OSS Solutions at ADC Telecommunications, a networking and systems integration company, Manager Consulting Services at Ernst & Young LLP, and District Manager at AT&T.
Tony grew up in Pittsburgh, PA, earned his MBA at Rutgers University, recently completed the Leading Professional Services Firms (LPSF) Executive Education Program at Harvard Business School and resides in Denver, CO with his wife Joan. An ardent proponent of professional development and continuous learning, two of Tony’s most popular catchphrases are “Never Straight, Always Forward” and “Customer Success is still growing in the industry and still growing in all of our companies globally”.
still growing in the industry and still growing in all of our companies globally”.
In June, 2007--after 8 fun, rewarding years with IBM's Global Business Services in technology sectors--Jacob pursued a new, mission-oriented opportunity with Pearson Education in Sacramento, California. At Pearson Education, Jacob leads the K-12 Customer Success (CSM) organization supporting curriculum, technology, and professional services offerings for more than 12,000 school boards/districts, schools, and other educational entities across the United States. With revenues exceeding $550M annually, Jacob and his teams help ensure positive instructional and learner outcomes are achieved for every Pearson customer. Jacob graduated from the University of Arizona in 2000 with a BS in Management Information Systems (MIS) and, in 2009, with an executive MBA from the Eller College of Management. At home in Sacramento, Jacob and his husband love researching, restoring, and protecting old homes, as well as old books about history. For those who have attempted historic property restoration, they know it's a source of fret—and folly! "And yet,"--says Jacob--"when you discover and preserve a historical fact, or reveal a personality otherwise lost to time, it is an immeasurably rewarding experience. I believe written histories are like threads connecting humanity and individuals across the far reaches of time.
Dolly Konzelmann is the President and CEO of CSPN. She has been in the customer service/customer experience industry for over 20 years. CSPN has been empowering organizations to create a customer-centric culture and helping them differentiate their organization and brand. Dolly leads the company’s benchmarking, consulting, and training efforts that help many of the leading organizations build customer loyalty through the lens of the customer.
CSPN is a recognized leader in the design and delivery of their numerous award-winning certified training programs including customer service, customer experience, change management and leadership.
CSPN hosts a number of events where people from all industries network, learn and acquire the knowledge they need to stay connected in this industry. Dolly is sought after speaker and has been interviewed on number on television and radio shows. She has been invited to be a judge on various service awards including the coveted FRPO (Federation of Rental-Housing Providers) and the BLID (Building Industry and Land Development Association) Awards.
Mr. Richard Royal Hiladie is a highly-skilled, fluently bilingual Director of Strategic Customer Engagement with over ten years of professional experience in Customer-centric fields including Customer Success.
Richard graduated with a double major in Journalism and English Language and Literature. Naturally, Rick diverted completely from his University interests and found himself working for a healthcare SaaS company. Richard has worked for three different SaaS companies, ranging from start-ups to established organizations. However, in each company, he helped build the Customer Success program. His experience has ranged from Compliance and Regulatory, health record management to Talent Management.
A motivated leader and team worker, he has been an integral part of Customer Success and its execution. As such, he has implemented and governed client satisfaction strategies, Customer Success stakeholder management and company-wide program development.
Mike Baggley is the VP of the Customer Value at Intelex with a mission to ensure that customers understand the value that Intelex can bring them and to drive those value objectives through the entire customer journey. During his 6 years at Intelex he has held many customer facing roles, from training, to sales, to Director of Services, and has been part of implementing hundreds of Intelex projects. Mike thrives on helping people unlock the true value of the tools they are using on a daily basis.
Kia Puhm is an entrepreneurial business leader with over 22 years of experience building innovative Customer Experience practices that accelerate business growth. Her passion for, and rich experience in this relatively new and evolving field make her a sought after Thought Leader and change expert.
She has extensive experience in building world-‐class SaaS business practices and processes within rapid-‐growth environments. She has pioneered the art of Customer Experience and expertly leads corporations through the journey to become truly customer-‐centric organizations – with astonishing results.
K!A CX’s proprietary methodology provides clients with a disciplined and sustainable approach to increasing customer value and long term loyalty. Kia has a deep understanding of the key challenges faced in making the strategic transition to become a truly customer-‐focused company – and more importantly she knows the pitfalls to avoid. Her company is a leader in making these transformations happen and offers tools guaranteed to dramatically increase revenue, ramp up retention and smoothly negotiate change as the practice evolves and scales with company growth.
Prior to building her own firm K!A CX, Ms Puhm held chief executive roles in customer success, services, account management and support at companies such as: Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems.
In 2005, while working with enterprise content management firm Day Software, Ms. Puhm was named one of Switzerland’s top 50 highest ranking women in business by Swiss publication Basler Zeitung.
She is also a former member of the Canadian National Swim Team, national record-‐holder in the women’s 200-‐metre backstroke and world top 10 ranked swimmer.
Kia holds a Bachelor of Applied Science in Computer Engineering from the University of Toronto.
Peter Armaly is a Principal Digital Strategist for the Oracle Marketing Cloud. He works with senior and executive management clients to help them develop strategy for transforming their marketing practice and organizations and orienting both around the customer. Peter is a highly accomplished marketing and customer success practitioner/leader who leverages his background by speaking and blogging about the challenges and opportunities around developing sophisticated customer-centric approaches.
Star leads the success team at eCompliance and is responsible for the overall customer experience. Her team includes onboarding, training, professional services, retention, and support. With over 12 years of EHS explicitly implementing EHS software, Star has a reputation for growing high-impacting teams focused on customer value and quality relationships. As a process driven leader certified as a Project Management Professional (PMP), her mission is to help all customers unleash the power of advocacy through safety.
Paul Philp is a leading innovator in SaaS and Customer Success. As Founder and CEO of Amity, Paul has spoken with Customer Success professionals from over 1,000 SaaS providers. The insights from those conversations inspired the development of Amity, the flexible Customer Success platform. Paul has a lifelong passion for helping business put customers first.
Kelly Hall is Chief Customer Officer for Vision Critical, a Vancouver-based customer intelligence SaaS company. Kelly is responsible for the customer's post-sales experience including Customer Success, Professional Services, Support and Education. The Vision Critical Customer Success organization has the mission to provide an exceptional customer experience that is based in value and deep relationships.
A leader in developing world-class customer experience programs for software-as-a-service solutions, Kelly has more than 14 years of expertise in operationalizing the post-sales experience. Prior to joining BMC, Mrs. Hall held leadership roles at CA Technologies and Protiviti.
When Kelly is not focused on enabling her customers, she can be found spending her time with her two-year-old daughter, husband and two dogs in sunny Tampa, FL.