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.
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.
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.
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.