Chris has an impressive track record of developing successful customer-facing organizations for some globally-recognized brands such as Intuit, Macromedia, Doubleclick, and now Cisco. He also has a passion for building great companies. Over his career, seven of his prior companies have achieved liquidity; including, sportsTALK.com which he founded, served as CEO and ultimately sold to ESPN.
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’.
Dutta Satadip is the Head of Global Customer Operations at Pinterest. He is responsible for building a scalable customer success organization that drives customer lifetime value through operations. Prior to Pinterest, he was the Director of Customer Success for the advertising business at Google. He comprehensively drove customer retention, accomplished sales targets, and scaled operations across a multi-billion dollar portfolio of over 150 products with teams in 15 different offices.
He has more than 20 years of industry experience and has held various senior leadership roles in most key operating areas, including Business Operations, Account Management, Product Strategy, Product Management, Product Marketing, Engineering as well as Consulting positions. He specializes in transforming organizations by identifying the right strategic levers to drive the business while minimizing risk. Dutta has operated extensively in both developed and emerging countries.
Dutta frequently speaks at major conferences like TEDx, Chief Customer Officer on management topics such as Change Management, Customer Experience, Operational Excellence, Leadership and Building diverse teams. He has served on the board of the National Hemophilia Foundation and Save One Life.
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.
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.
Jessica Cryer is a sharp and experienced Customer Experience consultant who has a passion for helping businesses create, design, build, and execute strategies that will make a tangible difference. Now as the VP, Business and Customer Strategyl Jessica is responsible for managing a Customer P&L and leading a team in identifying, developing, and executing customer and category growth opportunities through the use of relevant and personalized marketing and sales strategies. Jessica also plays an integral role in leading consulting initiatives that reshape customer-centric thinking and management across organizations.
Prior to joining CSPN, Jessica worked at Monitor Deloitte leading strategy projects for major Canadian financial institutions. Her passion for customer experience led her to Idea Couture, where she focused on customer experience innovation and transformation. Jessica is driven by the opportunity to conceive and build memorable customer and employee experiences, linking disciplines from Strategy, Human Resources, and Service Design to produce desired business outcomes.
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.
Gordon Sexton is a Customer Experience Technology expert and evangelizer with over 20 years of experience. He has been a thought leader in the domain and assisted Financial Institutions, Federal Government Agencies, and leading Telco’s in the planning and execution of their enterprise CX strategy. His cross-disciplinary focus has allowed him to bridge the gaps between Business Objectives, Enterprise Architecture, and Operational demands, thus providing unique insights into the challenges of today as well as the solutions of tomorrow.
Natasha's technology career spans 20 years in Australia, New Zealand and Canada. She was an early employee with RightNow Technologies from 2001-2011, growing the Australian and Canadian markets with a cloud and on premise offering and a strong customer success focus, leading to an IPO then being acquired by Oracle in 2011. She joined Gainsight in 2015 to develop the Canadian business and has also created many networking opportunities including peer to peer Customer Success groups across the country. Her high integrity/relationship based approach in conduct with her community and customers is what she enjoys the most, and she is often leveraged as a resource to help candidates and employers find each other.
Michael is currently serves as a Global Client Outcomes Manager and as such, partners with Gainsight's largest global clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business. He has become the trusted partner for his customers on use-case and product functionality and delivers and communicates ROI for Gainsight clients, throughout their lifecycle. His passion and excitement for the Customer Success Industry are palpable and his desire to see companies succeed is contagious and energizing.
Prior to Gainsight, Michael was most recently the Director of Customer Success for a Talent Acquisition SaaS organization where he partnered with the company’s largest clients and managed a book of business exceeding $40M. While leading the organization he used the Gainsight platform to establish goals, action plans, and key metrics for the CSM Team in stratified customer tiers with various levels of customer touch and created standardized playbooks and interventions for each point in the customer lifecycle.
Michael also served as the Director of Customer Experience, where he developed the organization’s Customer Experience strategy, framework and tools, translated and re-informed corporate strategy regarding customer interaction, efficacy and satisfaction. As the key stakeholder and consultant in Customer Experience impacting initiatives across the enterprise, he advised on prioritization and design, and measured outcomes, particularly focused on product renewal, expansion, risk and competitive environment. As a direct result of these efforts, the organization saw product NPS scores increase over 20 points, while survey response rates increase 400% year-over-year.