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Rajesh Setty - President
Suggestica, Inc.
Rajesh Setty is a serial entrepreneur, investor and author based in Silicon Valley. Rajesh serves as the president and CEO of Suggestica where they build private and public discovery engines using Rawsugar technology. He also serves as the executive chairman of Jiffle where they help solve scheduling problems across companies. Rajesh is involved in several other technology businesses in the US, Europe and India in some combination of investor, founder, advisor and/or an executive. He is a member of the Band of Angels, an angel network in Silicon Valley and Vistage, a worldwide networking organization for CEOs. His latest book, Beyond Code: Learn to distinguish yourself in 9 simple steps! (foreword by Tom Peters), was published in late 2005. To keep up with Rajesh, visit his blog at http://blog.lifebeyondcode.com |
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Liz
Murphy - Vice President, Professional Services
Datatel, Inc.
Liz is the Vice President of Professional Services at Datatel, Inc. Since being named to this position in 2001, she has focused on driving revenue and increasing margins while building a strong team to deliver “knock your socks off service”. In October 2006, Liz was appointed to Datatel’s Board of Directors.
Liz’s Datatel career began in 1989 as Manager of Marketing for Datatel’s Benefactor Institutional Advancement software. Prior to joining Datatel, Liz held service-related positions throughout the higher education community for 8 years. From fundraiser to association staffer to marketer and services professional, she has focused on addressing Clients’ needs while balancing the business requirements of the organizations to which she has belonged.
Liz became Manager of Consulting Services at Datatel until 1995, when she was named Director of Marketing. In 1998, she was promoted to Vice President of Marketing. In that capacity, Liz established a team of nine product marketing managers. |
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 Charles Rattray - Director of Professional Services
Tideway
Charles Rattray is director of professional services for Tideway. He is an accomplished IT professional with over 17 years experience managing multi-million pound IT infrastructure projects and client engagements within the Financial Services industry, for a range of supplier and end-user IT organizations. Prior to joining Tideway, Charles held positions at Sun Microsystems (NASDAQ: JAVA), Wellington Underwriting, and Manganese Bronze, overseeing projects in the investment banking, financial services, government, insurance, and engineering industries. He began his career developing and building software solutions before moving into professional services delivery. Charles has a Masters in Business Administration with Distinction from Liverpool University, England and has a Post Graduate Diploma in Information Technology and a BA in Business from Stirling University, Scotland. |
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 Dr. Vince Nowinski - Principal Methodologist
Satmetrix
Dr. Vince Nowinski is Principal Methodologist of Satmetrix. With over 10 years of experience in the areas of customer satisfaction, customer loyalty, employee opinion surveys, and usability, Dr. Nowinski has helped to design global programs focused on strategic growth, profitability, and customer retention for Satmetrix's largest and most strategic accounts. He is responsible for overseeing the content and methodology associated with Satmetrix's suite of Customer Experience Management solutions.
Dr. Nowinski earned a Ph.D. in Social Psychology from Stanford University, where he worked with Dr. Hazel Markus. He also holds a B.A. in Psychology from the University of Notre Dame. He is a member of numerous professional organizations, including the American Psychological Association, the Bay Area Special Interest Group on Human-Computer Interaction (BayCHI), and the Usability Professionals Association (UPA). |
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 Todd Abney - Global Support Director
Novell
Todd joined Novell in 1993 from the acquisition of SoftSolutions where he was a European Technical Account Manager. Since joining Novell Todd has held various roles including Support Manager, Service Account Team Manager, District Support Manager, Field Support Director and currently Global Support Director. Todd is responsible for customer support for three of Novell's four Business Units.
Novell, Inc. is a global infrastructure software and services company. It develops, implements, and supports mixed source and open source software for use in business solutions by providing its customers with enterprise infrastructure software and a range of training and support services. Its specific offerings include identity and access management products, a portfolio of systems management products led by its ZENworks suite of offerings, and workgroup products, including SUSE Linux Enterprise Server (SLES), Open Enterprise Server, NetWare, and collaboration products on several operating systems, including Linux, NetWare, Windows, and Unix. |
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Scott Snow - Vice President, Implementation Services
JPMorgan Scott Snow has been Vice President of Implementation Services at JPMorgan since the acquisition of Xign Corporation in 2007 and Director of Professional Services at Xign since 2004. He is responsible for implementation of the JPMorgan Order-to-Pay SaaS solution with Global 2000 customers worldwide. Prior to Xign Scott managed software selection, implementation, merger integration, and business process re-engineering projects for high growth companies as a management consultant with both Cap Gemini and Ernst and Young. He started his career in Investment Operations at The Prudential where he quickly moved into financial and derivative systems implementations. He has an MBA from the Leonard N. Stern School of Business at New York University. He lives in San Francisco, CA, with his wife, 3 year old son, and spotted dog Pepper. |
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Scott C. Lessard - Sr. Program Manager, Global Support, Vendor Management
NetApp
Scott Lessard is a Sr. Program Manager in the Global Support organization at NetApp headquartered in Sunnyvale, Ca. Scott is responsible for the relationship management of the diverse vendor set utilized by the Global Support organization. His areas of expertise include vendor management, vendor selection, and ensuring that vendor engagements for NetApp are a successful and key component of executing company strategy.
Scott has 18+ years in technology; the past 13 years building, managing, and sometimes disassembling outsourced vendor relationships. Prior to NetApp he was Sr. Manager of Global Support for Consumer Support at McAfee where he was responsible for the delivery of technical support via outsource providers across the globe. |
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Jim Moore is Vice President of Customer Support with Sage Software. In this role he is responsible for all customer support operations for the Simply Accounting, Accpac, and SageCRM product lines. Jim joined Sage Software in 1996 and has held several different roles with the company as it has grown including VP of Customer Sport for Sage’s Mid Market Accounting Solutions Division (ACS), and Sr. VP of Information Services.
Mr. Moore has led the customer support services organization resulting in the company receiving numerous industry awards and recognition for excellence in customer service. This includes being awarded the prestigious STAR (Software Technical Assistance Recognition) award from the Software Support Professionals Association (SSPA) for five years in a row, placing Sage in the SSPA Hall of Fame. Sage was also one of the first companies in the industry to be certified under the Service Capability Program. He also led the design and implementation of new customer and partner support programs which resulted in dramatic growth in services revenue. He was also responsible for customer education department where he grew revenues significantly by expanding the nationwide training center network, implementing new training delivery vehicles including CBT and Web Based training, and implementing new partner certification programs. In his roles in Information Services he managed corporate business applications, help desk operations, network infrastructure, and telecommunications. He directed Information Services through several acquisitions and divestitures and ensured smooth integration of new businesses and maximized productivity of overall organization.
From 1993 to 1996, Mr. Moore held senior management positions with Symantec® (formerly Delrina Corporation) where he was senior director of information services and facilities, and director of operations. His responsibilities included customer support where he led the turnaround of Delrina's customer technical support department. Delrina was awarded a STAR award in 1994. Mr. Moore led the information services and corporate facilities teams through a period of explosive growth at Delrina.
From 1987 to 1993, Mr. Moore worked for Lotus Development Canada where he was national customer support and service manager. He received his Bachelor of Science degree with a major in Computer Science from the University of Alberta in Edmonton, Alberta. |
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 Mike Schultz – Publisher, RainToday.com and President, Wellesley Hills Group
RainToday.com
Mike is the Publisher of RainToday.com, the premier online source for insight, advice, and tools for growing a service business. Mike has led RainToday.com from a startup to the leading online magazine focused on marketing and selling for professional services.
Mike is also President of Wellesley Hills Group, a management consulting, marketing and lead generation firm dedicated to helping professional services companies generate leads and increase revenue, prices, and profits. He is world-renowned as a consultant and expert in services marketing and rainmaking. His practice focuses on strategy for service and technology businesses in the areas of branding, marketing, lead generation, and sales performance.
Mike is a well-known speaker in his areas of expertise, delivering keynotes and speeches for such organizations as MarketingSherpa, Business Marketing Association, American Marketing Association, and Society for Marketing Professional Services.
Over 60 publications such as Business Week, Publisher's Weekly, Sales and Marketing Management Magazine, Boston Business Journal, and others have featured Mike's original articles and white papers, and frequently quote him as an expert. |
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Scott Brown - Senior Director, Professional Services – North America
InQuira
Scott Brown joined InQuira in March 2007 and is responsible for Professional Services delivery of the InQuira platform to new and exiting customers, sales support and operations for North America. Prior to InQuira, Scott managed and delivered software selection and implementation, business process re-engineering and M&A consolidation projects at KPMG Peat Marwick, Cambridge Technology Partners, Syncata and Parinbus. Scott holds a BA in Finance from Loyola Marymount University and a MBA in Corporate Finance from the Marshall School of Business at the University of Southern California. Scott and his family reside in Manhattan Beach, CA. |
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Andy Westlund - North America Support Director
Mentor Graphics Corporation
Mentor Graphics is a world leader in electronic hardware and software design solutions, providing products, consulting services and award-winning support for the world's most successful electronics and semiconductor companies. Helping customers become fully successful with these complex design tools is the mission of the Mentor Graphics Customer Support Division, and Andy Westlund has been a part of this team since 1992. Andy joined Mentor Graphics in 1988 as a Software Engineer and has since held the roles of Customer Applications Engineer, Support Center Manager, and Customer Support Manager. He is presently the North America Support Director. Andy has a BS degree in Computer Science from Oregon State University and an MBA from Portland State University. He lives in the Portland, OR, area with his wife and two sons. |
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Paul Lake - Director, Support
Oracle CRM on Demand
Paul is the Director of Oracle’s Siebel CRM OnDemand global Customer Support team.Paul is a dynamic leader with over 12 years of customer service management experience.
Paul possesses a BSC in Computer Science from Cal State East Bay, and a Masters degree from San Jose State in Engineering Management. He has also been awarded Customer Support Management Certifications by the SSPA, the SCP, and San Jose State University.
Paul is a guest Lecturer for the Cal-State University East- Bay graduate studies Department of Public Affairs & Administration, and lectures on “Managing Change – Approaches and Challenges.”
In addition, he is President of the Osbeth Educational Foundation, a non-profit organization that awards global scholarships, to deserving and under-privileged students.
Oracle Support - Outstanding Leader Award Winner 2008. Paul’s Favorite Quote: “Be the Change you wish to see in the world “ Gandhi |
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 Linda Sandgren - Director of Operations
Oracle CRM On Demand
Linda is Director of Operations for Oracle CRM On Demand application and currently focusing on strategic operations. Linda joined Siebel in 1999 and became part of the Oracle team in 2006. She has been managing the Operations team since the CRM On Demand service went live in 2003. Her responsibilities have included ensuring operational readiness prior to go live, managing change execution and operational support teams, and ensuring service and availability requirements are met.
She was responsible for establishing operational processes for the hosted service including the processes between Operations and the Customer Support teams. Linda holds degrees in Chemistry and Computer Science from South Dakota School of Mines and Technology. |
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Jeanne Urich - Managing Director
Service Performance Insight Jeanne Urich, Service Performance Insight Managing Director, is a management consultant specializing in Service organization improvement and transformation for small to large technology companies. Her focus areas include Vision and Strategy, Finance and Operations, Human Capital Alignment, Service Operations and Service Sales and Marketing. She has been a corporate officer and leader of the Worldwide Service Organizations of Vignette, Blue Martini and Clarify, responsible for leading the growth of their Professional Services, Education, Account Management and Alliances organizations. She has a Bachelor’s Degree in Math and Computer Science from Vanderbilt University. She serves on the Advisory Board of www.psvillage.com , a preeminent on-line community for Services executives and is a Contributing Author of Tips from the Trenches: the Collective Wisdom of over 100 Professional Service Leaders. She is also co-author of the ground-breaking new 2008 benchmark “The New Professional Service Maturity Model” http://www.spiresearch.com/PP_SPIAdexta2008PSMM0803.htm Contact Jeanne at jeanne.urich@spiresearch.com phone (650) 342-4690. |
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Jim Alexander - Founder
Alexander
Consulting
Dr. Alexander is the founder of Alexander Consulting
(a Service Strategies partner), a management consultancy that helps
product companies create and implement services strategies.
Jim has
authored or co-authored over 80 articles, three white papers, five
research reports, and two books. He has taught at universities
in the U.S., Europe, and Mexico and given speeches and workshops
in 15 countries.
Jim served as the U.S. Department of Commerce’s
e-business subject-matter expert for the four-year duration of
the Inter-American E-Business Fellowship Program. In addition,
he was selected as the services pundit for IBM Global Services
2003 Headlights Program. Jim has acted as a trusted advisor and
executive coach to more than 50 senior services executives, helping
them navigate the journey from business-as-usual to business-as-exceptional. |
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Beth Martinko - Vice President of Customer Success
Avid Technology, Inc. Beth Martinko joined Avid in February 2008 as Vice President of Customer Success. Avid firmly believes that the success of our customers will lead to our success as a company. Beth's role brings a focus on the success of our customers across all functions and geographies. Prior to her appointment to the Avid executive staff, Beth served as a consultant to assess Avid's focus on customer success. As a catalyst for improved customer relations, Martinko’s tenure extends from senior leadership positions in professional services, customer support and HR at companies including GXS, Peregrine and Merant/Intersolv. Her career in the private sector has also led her to work at both Wavelight and HP as vice president of Customer Support, and at Data General and Northrup in product quality roles. Also active in the non-profit sector, Martinko is an advisory board member of Schools for Humanity and PSVillage, a forum for professional services leaders to network and share best practices. |
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Greg Oxton
- Executive Director
Consortium for Service Innovation
Greg Oxton
is the Executive Director of the Consortium for Service Innovation.
Greg has extensive experience in the support business and has
held numerous management positions in his 16 years at IBM and
6 years at Tandem Computers in operations, planning and global
support strategy development. Greg’s specialty is customer
service strategy and organizational development. Through his work with the Consortium
members in facilitating the process of collective thinking and
collective experience Greg has developed rich insights about the
KCSsm (Knowledge-Centered Support) principles. From his experience
with the Consortium members in adopting KCS he is also facilitating
a vision and a leadership model for the future of customer service
and support. |
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