Dave Brown has over 25 years experience in the high-technology and consulting industries. He has been a Vice President of Sales for various software companies, a Managing Director for an international consulting organization, country manager for China and India, and a regional director in Asia-Pacific. Dave has run multi-national implementation projects across Asia and Europe and has built, staffed, and operated offices in India, China and Singapore.

He is experienced in developing sales organizations, channel partners and alliances in new and emerging markets in a multi-national environment. Over the past 10 years, Dave has focused on driving new technologies and services to market through alliance partnerships with major system integrators.  Throughout his career Dave has worked for a range of organizations from start-ups to large companies including: SAP, Capgemini and Origin.

At Ridge Global Marketing, he has designed and deployed go-to-market programs for: international technology companies, global systems integrators and small and midsized software and services companies.  Dave can be reached at dbrown@ridgeglobalmarketing.com

Dave is also the Founder and CEO of Schools for Humanity, a non-profit organization that provides formal education for children in developing countries.

Christine Lambden is the co-author of Everyday Practices of Extraordinary Consultants (2008) and Extraordinary Interviews (2009). 

She is also co-founder of Consulting Stance, which provides self-paced training kits for consulting skills development and project team-building. 

She lives in Austin, Texas, and can be reached by email at clambden@consultingstance.com .

Michael is a principal with MindShare Consulting LLC, a firm that creates innovative sales and marketing strategies for professional services companies.

He’s the author of Winning the Professional Services Sale, and the coauthor of Guerrilla Marketing for Consultants. His newsletters, Management Consulting News and The Guerrilla Consultant, reach a global audience.

Before founding MindShare Consulting, he was a partner with Deloitte Consulting, where he served clients and mentored consultants for more than two decades.

Randy Mysliviec leads RTM Consulting, LLC, providing high impact advisory services for technology companies’ professional and consulting service businesses.  RTM Consulting provides strategic and operational advice helping technology companies increase revenues, grow margins and profits, and deliver best-in-class solutions by leveraging professional and consulting services more effectively.  Acknowledged by industry sources as an expert in Global Resource Management (GRM), Randy helps multi-national companies with the complex challenges of operating professional services teams serving the global market.

Prior to establishing RTM Consulting, Randy was SVP, Consulting and Professional Services for Convergys successfully managing and growing a multi-hundred million dollar business with 1600 employees in 31 countries across six continents.  Convergys is a leading provider of customer care, employee care, and information management solutions for the communications, finance, healthcare, government, and retail industries.  Convergys is a $2.8B firm publicly traded on NYSE as CVG, and is a member of both the S&P 500 and Fortune 1000.  During his tenure with Convergys beginning in 1999, Randy served as SVP, Sales and Marketing for the IMG Division, SVP of Corporate Marketing, and President of the Wireless Business Unit.

Randy began his career with 18 years at IBM, serving in a variety of sales, marketing, and general management roles.  After IBM, Randy was VP and GM at Seer Technologies, a publicly traded software and services firm located in Raleigh, North Carolina.  After Seer, Randy was President and CEO of a start up services firm in the Carolinas.

Randy holds a B.S. from California Polytechnic State University, San Luis Obispo, California where he majored in Business Administration with a concentration in Management Information Systems.  He is a founding member of the Technology Professional Services Association (TPSA) and served as a member of the TPSA Advisory Board.  He is also a member of PS Village. Randy is a licensed instrument rated private pilot. 

Contact Information:

randy@rtmconsulting.net
513-236-5585 (phone),
513-272-1720 (fax)

Dr. Katherine Jones is President of Independent Consulting Services, a Bay area company focusing on marketing content, strategies, research and analysis. Her current research covers strategies in workforce planning and optimization.

Previously, Director of Marketing for NetSuite, Inc., a Bay Area company that provides integrated ERP solutions as a hosted service to middle market enterprises.Her work included the Services vertical at NetSuite, providing on-demand solutions for service-providing companies.  She was a research director at Aberdeen Group in Boston for eight years, focusing on research on ERP and mid-market companies.  Her focus there was on the fundamental processes of business operations and strategy, and the effects of technological change and innovation on these processes within the global organization. She has written widely on many areas of technology and business practices.

A veteran in enterprise applications, Ms. Jones has been responsible for technical product marketing and strategic alliance management in several computer companies since 1984. She founded Independent Consulting Services in 1994 to provide marketing services to high tech companies. Prior to a high technology career, Dr. Jones was a university dean, involved in academic administration, research, and teaching.

Dr. Jones is a frequent speaker and is widely published in the U.S. and abroad.

Kevin Coe has worked in web based custom software development since its early days.  Over the last 15 years he has built a web and technology services practice for his marketing services company from scratch. 

Over this time he has dealt with a wide variety of large and small companies in the business-to-business and considered purchase markets developing everything from core products for the R&D departments of his clients to customer-facing web 2.0 applications for communities over 65,000 strong. 

He brings a unique business perspective to his work due to the marketing-services origin of his background, and has developed a close understanding of all aspects of the custom software development life cycle as he has built and fostered the various departments and specialties required for best practices development.

Rudolf Melik is the author of The Rise of the Project Workforce: Managing People and Projects in a Flat World, and is the CEO and a founder of Tenrox. In his writings and speeches, Melik explores the ways that companies can thrive in a world where rapid technological advances and globalization are changing how we get work done and manage the people who do it.

Under his leadership, Tenrox, the leader in Project Workforce Management enterprise software, has grown to a company with more than 100 employees, and more than 800 customers worldwide.

In The Rise of the Project Workforce, Melik shows how the flattening of the world has fundamentally transformed the structure of the organization and nature of work. Globalization, projectization, fragmentation of the enterprise (including outsourcing), and real-time collaboration across the planet have enabled companies to reduce costs, leverage a global talent pool, and execute challenging deliverables with a dispersed yet incredibly connected project workforce. These shifts are changing the way we work, collaborate, and make business decisions. Melik explains the challenges that companies face in today’s business environment and shows how to leverage these changes and new technologies to beat the competition.

Jodi Cicci has been involved with IT for over 20 years in many roles ranging from software developer to project manager to operational director.  This has given her a breadth of experience in technology services to understand the uniqueness each company offers and how tools and processes can improve the efficiency of business operations.  Since June 2005, Jodi has been heavily involved in OpenAir system deployments including a 23 office global deployment within Software AG over the course of 7 months. 

In July 2007, Jodi began her own consulting company focused on the OpenAir User Community to bring business consulting, training, and outsourced administration benefits to the OpenAir customer base.

Jodi has held the Lead Customer Advocate role, heading up the OpenAir Steering Committee for the annual User Summit, for the past 2 years.

Prior to her OpenAir involvement, Jodi held the position of Global Project Management Director for Software AG, Inc. with global responsibility for PS tools and business process efficiency.  She worked with both commercial and government customers in her leadership roles in Software AG, Inc. as well as her previous experience with Lockheed Martin. 

Jodi holds a Masters Degree in Computer Science from Michigan Technological University.

Marc Lacroix is a Managing Partner of RTM Consulting and has specific expertise in delivery methodology development, resource management, balanced scorecards and sales and marketing of services.

Prior to joining RTM Consulting, Marc was Vice President of Consulting and Professional Services for Convergys, where he was responsible for North American client service delivery, building the practice to over 250+ resources and $100M annually.

In addition to delivery, Marc was responsible for standardizing delivery methodologies for the global delivery team, consisting of 1,600 resources in over 31 countries.  Prior to Convergys, Marc was Senior Director of Customer and Professional Services for Cygent and a Management Consultant at Ernst & Young.

Marc holds an MBA from the Hough Graduate School of Business at the University of Florida, and a BA in Economics from Wake Forest University.

Stephen R. Satterwhite is an industry thought leader on professional services optimization.  His firm, Entelligence, helps product companies accelerate profitable services revenue, streamline service operations, and deliver superior customer experiences. Under his leadership, Entelligence, has emerged as the forerunner in Branded Services and serves such companies as Hitachi, Dell, Brocade, Quantum, CommVault and NetIQ.

Contact: steves@entelligence.com .

Tom is a technology leader with the great fortunate to have had three careers wrapped around a common theme; delivering high impact software systems to businesses of all sizes. As an entrepreneur he was a founder of The QuickSilver Group, one of the early leaders in the CRM systems integration marketplace, he has held senior IT management roles for Apple and Baxter Healthcare, led consulting practices at PeopleSoft and Oracle and has provided advice and assistance to executives in the technology industry as a management consultant.

Tom currently runs Catalyst Advisors, a management consulting firm providing project based advice and assistance to technology executives on Information Technology and Professional Services matters. http://www.ctlyst.com

Tom can be reached at 650-576-2083 or at t_minick at gmail dot com. You can learn more about him at http://www.tomminick.com

Jeff Maaks is one of the Managing Principals for PragmaticPS, a firm which provides consulting, engineering and marketing services to storage and server professional services organizations.  Jeff leads the effort for assessing professional service portfolios and developing services that are created to meet customer requirements.  Demand generation and thought leadership programs are created to educate and ultimately engage prospects to contact the company or sales rep to find out more. Customers include HP, Hitachi Data Systems, and SGI.

Building services and marketing services are sometimes very disconnected activities at product companies.  Jeff lives, works, thinks, talks and writes about how to marry these two activities to drive solution sales and satisfied customers.  Keep your eye out for more articles on this topic.

Jay has worn many hats in his 30-year career.  He has served in a variety of roles at a variety of companies in a variety of industries.  While this variety has been a tremendous source of learning and fun, it has focused Jay on one common theme - providing excellent client service.  This experience is what makes him so valuable to Crescent Solutions.

Whether it was managing the family-owned manufacturing and distribution business; as a Partner with Accenture in business, management and systems integration consulting; in executive positions with BSG Consulting and COMSYS Technical Services; at Cerner Corp. leading a regional healthcare consulting practice; or managing his own business and IT consulting company, it has always been about client service.

He has in-depth expertise in sales, marketing, delivery and operations; in building IT consulting practices and turning around faltering ones; in mergers and acquisitions and multi-company integration; and hands-on functioning as a CIO, CFO and CAO in client companies.

Jay and his wife, Babs, live in Houston.  When not working, Jay enjoys running, photography, reading and family time. 

Since 2001, Morris Panner has been CEO of OpenAir, the leader in Professional Services Automation software (PSA).

Under his leadership, OpenAir has been named one of the Fastest Growing Private Companies in New England in both 2006 and 2007, a Deloitte & Touche Fast 500 Company, a winner in the 2008 Software and Information Industry Association CODiE award competition, and a Top 25 Global Service Provider by ASP News.  In June of 2008, OpenAir was acquired by NetSuite (NYSE: N).

Morris was previously an attorney for the U.S. Department of Justice in Washington, D.C. and spent a year fighting narco-terrorism at the U.S. Embassy in Bogotá, Colombia. Before that, he was a Federal Prosecutor in New York City, an attorney at Wachtell Lipton, and a banker at Lazard.

A graduate of Harvard Law School and Yale, Morris is co-Chairman of the Board of the Software Division of the Software and Information Industry Association and on the Board of the Washington Office on Latin America, a leading advocacy organization for human rights and social justice in Latin America. He is a frequent speaker and has been featured in the Boss column of the The New York Times, Forbes, the Boston Business Journal, and Fast Company.

Michael is an experienced professional services leader with over 24 years of experience with both service-focused and software product-focused companies, in startup organizations as well as large consulting organizations.  Most recently as a COO at Noblestar, Mr. Calkins brought maturation to the organizational and sales processes, focused and aligned the company’s service offerings, and deployed innovated methods of promoting company culture. 

Previously to his work with Noblestar, Michael was Vice President of Professional Services for Kurion, where he was responsible for developing the company’s consulting program and service offerings.  He held this role from the early stages of the company, though its acquisition to iSyndicate.  Michael was also the Director of Consulting for the Customer Management product suite at i2 Technologies, and preceding its acquisition, held the same role with SMART Technologies where he organized and grew the professional services organization.

His career in consulting also includes employment with IBM Global Services, Perot Systems, and EDS. Michael holds BA degrees in Computer Science and Psychology from SUNY Potsdam, and resides in Austin, TX. You can contact Michael at micalkins@gmail.com, or visit his profile at http://www.linkedin.com/in/mcalkins.

As Director of Professional Services, Andrea Mulligan manages a team of Transformational Consultants. She and her team work with Gomez customers to further their understanding and use of best practices to build and manage high performing web application that drive business results. Andrea has 12 years of experience in the online customer experience space, advising organizations how to use personalization and performance management technologies to improve the online user experience.

Mark E. Sloan is the COO of RTM Consulting.  Mark is an industry pioneer with respect to defining and deploying Global Resource Management processes for Consulting and Professional Service Operators.

Mark is a frequent speaker at professional services industry events.  Prior to his current role as COO and Senior Founding Partner of RTM Consulting, Mark held a number of executive consulting and entrepreneurial roles with Accenture and Convergys.

Ms. Warner has over 26 years experience as a management consultant and operational executive. Most recently she was Senior Vice President Global Technology Services for Salesforce.com. As a Partner and the Global SAP CRM Solution Director at Accenture, Ms. Warner identified processes and technology that drove development of efficient and effective customer operations for Fortune 500 organizations and championed SAP CRM initiatives that generated a new revenue stream in excess of $350 million annually.

Ms. Warner’s consulting client portfolio included Fortune 500 companies such as Microsoft, PepsiCo, Diageo, Conair, Hewlett Packard, SBC, Mitsubishi Motors of America, Visteon and Warner Music.  Prior to Accenture, Ms. Warner managed similar responsibilities as a Vice President and Global SAP CRM Solution Director at Capgemini, LLP.  In addition to her management consulting experience, Cindy previously held executive positions at Gillette and FedEx.
Ms. Warner holds a BS in Business Administration from Seidman School of Business at Grand Valley University with a concentration in Computer Science, Accounting and Economics. She has been appointed by Governor Jennifer Granholm to the Council of Labor and Economic Growth for the State of Michigan, and is a member of the Entrepreneurial Committee that is attempting to transform the economy in this state.

Kevin is the President and Chief Executive Officer of QuickArrow. He is a seasoned executive with more than 20 years of leadership experience in fast growth companies.

Kevin oversees all of QuickArrow’s operations, including its strategic direction, product vision and development, and corporate development.

Prior to QuickArrow, as a Partner at Meritage Technologies (acquired by Perficient) and in multiple roles with Vanstar, Kevin cultivated a deep understanding of business process automation in the consulting services, software application, and hardware industries. He has a proven track record in developing and implementing successful long-term client relationships and strategic alliances.

Kevin holds a BA in Business Administration from the University of Toledo.

Brian is charged with leading OpenAir’s marketing, client management and customer support activities. Upon joining OpenAir in early 2006 as OpenAir’s Director of Marketing, Brian discovered that a more robust support and client management operation was the key to driving OpenAir’s revenue goals by improving customer retention. Creating these departments from scratch, Brian has spearheaded OpenAir’s user summits, and increased focus on support and Customer Success Associate program for recent college graduates.

Before joining OpenAir, Brian served as a consultant at Bain & Company, advising Fortune 500 firms on a range of strategic initiatives. Prior to Bain, Brian worked at American Express, AOL and AT&T’s Financial Leadership Program.

Brian received a BS from the University of Virginia and an MBA from Northwestern (Kellogg), both with Distinction and Beta Gamma Sigma. 

Joseph Longo is Vice President of Professional Services at MetricStream. Joseph has over 20 years experience in the computer industry, working for technology vendors delivering enterprise solutions to major account customers. During his career, Joseph has provided direct consulting expertise to customers such as the Federal Reserve Bank, Hong Kong Post, Wells Fargo Bank, MCI, and others. Prior to joining MetricStream, Joseph was VP of Professional Services at Selectica Inc for three and a half years, and he held similar positions at Valicert, an e-commerce security company, and Worldtalk, an email security vendor.

Mr. Longo has a degree in Computer Science from the Royal Melbourne Institute of Technology, and a Post Graduate Diploma in Digital Communications from the Chisholm Institute of Technology. He and his wife have three daughters and live in Saratoga, California, the heart of Silicon Valley.

Alan is a professional service executive and program manager with experience in leading positive organizational change in services development and operations. His specialties include: Service Portfolio Management, Services Development, Services Operations, Services Revenue Recognition in product companies (VSOE) and Program Management.

At Hitachi Data Systems, Alan was the Director of Services Engineering responsible for services development. Prior to Hitachi, Alan worked at Veritas Software where he performed a variety of roles from practice and operations leadership to marketing and services engineering.  At Ernst and Young, Alan helped customers execute a multi-site, business continuance, risk/benefit analysis program and to define operational process metrics.


Before his career in consulting, Alan worked at Siemens Medical Systems where he was responsible for leading manufacturing planning for a Nuclear Medicine camera and patient handling system.  He received a U.S. patent for his creative design contributions that simultaneously reduced production costs and improved value to the customer.

Alan holds a B.S. in Industrial Engineering from the University of Iowa and an M.B.A. from Georgetown University.

Debbie Stovall, PCC and founder of SuccessRealities, LLC, has spent the past 25 years helping top level executives, team managers and individuals define strategic goals and initiatives to achieve measurable results.  Prior to establishing SuccessRealities, LLC, Debbie was Vice President of Professional Services for SumTotal Systems, Inc - a leading provider of learning and development management software.  As a Professional Certified Coach, she holds achievements in coaching and mentoring individuals as well as teams and organizations. Her career began as an educator of technology after completing her Bachelor’s of Business Administration with a major in Management Information Systems.

Contact Information SuccessRealities, LLC.

Phone: 770.623.4938 (Atlanta Office)
Email: dstovall@successrealities.com
Web:  http://www.successrealities.com

Larry Goldberg is Director, Professional Services at OpenAir.  Prior to joining OpenAir, Larry held professional services organization management positions at several technology companies including Kana and Cambridge Technology Group.  He also served as a management consultant at Bain & Company.  Larry received a B.S. in Electrical Engineering from Yale University and an MBA from the Wharton School at the University of Pennsylvania.

Mike Schultz is President of the Wellesley Hills Group, a management consulting, marketing, and lead generation firm focused on helping professional services firms grow. He is also the Publisher of RainToday.com, the premier online source for insight, advice, and tools for service business rainmakers, marketers, and leaders. He can be reached at mschultz@whillsgroup.com . Check out Mike’s Services Insider Blog for more tips and insights.

Don has over 20 years of customer focused information technology/software industry experience. He has profitably built multiple worldwide technical support organizations, consulting organizations, managed services sales and marketing, driven and innovated process improvements and built product management organizations. He has also driven architecture and product development for organizations and implemented systems ranging from CRM/SFA systems to ERP and accounting systems.

Don has filled various roles in organizations, including: Sr. VP Worldwide Technical Support, EVP Operations and CIO ... He has managed team sizes ranging from one to over two hundred and has a keen understanding of corporate culture and the relationships between technology and business development. He has international services experience, supporting users in EMEA and Asia Pacific. He has established partnerships and worked with third party consulting organizations including Accenture, KPMG and AnswerThink.

Don possesses the consulting skills and knowledge to visualize and execute business development, technical infrastructure development and deployment initiatives. He has a wide range of technical experience and knows how to couple that with business needs to achieve corporate objectives.

Debbie Stovall, founder of SuccessRealities, LLC, has spent the past 25 years moving individuals, teams and organizations through the complex process of defining, planning and measuring strategies for success.  Prior to establishing SuccessRealities, LLC, Debbie was Vice President of Professional Services for SumTotal Systems, Inc - a leading provider of learning and development management software.  Performance management is a passion she intends to share with leaders worldwide.  She holds achievements in coaching and mentoring individuals as well as teams and organizations. Her career began as an educator after completing her Bachelor’’ degree in business administration with a major in Management Information Systems.

Contact Information SuccessRealities, LLC.
Phone: 770.623.4938 (Atlanta Office)
Web:  http://www.successrealities.com

Jeff Wilhelm has 20 years of experience in managing Development, Software Process Improvement, and Professional Services teams.  He has worked extensively in “turnaround” situations and has experience in both small and large companies.

His prior employment spans traditional Professional Services companies like Accenture as well as Software companies, presently as Vice President of Americas Services for SupportSoft.  Jeff lives in Atlanta with his wife Susan and daughters Madison (14) and Bailey (11).

Mike Lopez’s career covers 7 software companies spanning over 20 years in business including consulting roles for Salesforce.com, Oracle, PeopleSoft and Walker Interactive Systems.  Mike currently manages consulting for the Central Region for Salesforce.com.  For both Salesforce and PeopleSoft, he has been a part of the rapid growth and maturation of the consulting arm of the respective companies.

For the first 8 years of his career, Mike performed as a software developer developing a discipline that has paid off when managing consulting and the interdependencies with Product Management.  His thirst for bringing solutions with customers brought him into consulting where he worked with companies in the United States, England, Venezuela, and Germany.

Mike holds a Bachelor of Science degree in Math and Computer Science from University of Illinois and Masters of Business Administration from DePaul University. He is married with two boys and serves on the Zoning and Planning Board for the Village of Indian Head Park, Illinois.

M. M. “Sath” Sathyanarayan is President of Global Development Consulting, Inc., an advisory firm that that helps you accelerate offshoring success.  Sath has over 25 years experience in the industry; he led the pioneering effort in offshoring at HP/Tandem beginning in early 90s, was Founder/CEO of a startup and is now consultant, author and trainer; his continued thought leadership in offshoring is reflected in the book “Offshore Development and Technical Support: Proven Strategies and Tactics for Success”.  Sath can be reached at sath@OffshoringSuccess.com (408) 865-0474. 

Bill Morton has more than 20 years experience as a professional services executive within enterprise software companies.  Bill has directed the growth of professional services organizations for several software companies headquartered in the San Francisco Bay Area including Vantive (acquired by PeopleSoft in 2000), Informix, ViewStar, Dorado and Nextance.
A special highlight of Bill’s career was the building of the Vantive CRM consulting organization from one person and no revenue to 350 consultants worldwide with an $85 million annual revenue run rate.  During the eight years under Bill’s direction, Vantive’s consulting organization delivered more than 1500 successful CRM projects and developed partnering relationships with more than 50 companies in the US, Canada, Europe and Asia.
A few years earlier in his career, Bill was the primary architect in putting together Informix Software’s initial consulting, training, customer support, and quality assurance organizations.  These organizations were important contributors to Informix’s high degree of success in the relational database market.
In every job that Bill has held during his career as a professional services executive he has guided the building and focus of the professional services organization so as to maximize customer success and company success.  Bill notes that these activities have always been a “work-in-process” because customer needs and company goals change over time, and the professional services organization has to be ready to continually adapt to these changes.

As CFO, Tom oversees all of OpenAir’s financial, regulatory and statutory responsibilities. In this role since OpenAir’s founding in 1999, Tom has sailed through uncharted waters in creating a scalable, sustainable and profitable recurring revenue model for an on-demand software company-a rare achievement today, and a rarer one still in 1999. Tom has led OpenAir through three rounds of financing and has grown the company from a four person startup to a multi-million dollar enterprise.

Before co-founding OpenAir, Tom was Vice President, Strategic Alliances at Prodigy Communications Corp., where he was instrumental in launching the company’s first standalone Internet access service. He was also an important participant in the company’s initial public offering in February 1999. Prior to joining Prodigy, Tom worked in financial and strategic roles-both domestically and internationally-in the telecommunications industry. Tom has also worked as an investment banker in the telecommunications space, and is a published author with works appearing in several industry periodicals.

Tom received his BA from Holy Cross, and an MBA from Duke (Fuqua). 

Stuart Malcolm Scott, CEO & Chief Conversation Starter of Guinnen MacRath, LLC, is committed to the business of business transformation. He teaches, writes, and coaches on the subject of creating powerful conversations to shape change in organizations. During the last twenty years, he has worked with companies on five continents to redesign their business processes, leadership models, and organizational communication patterns.

Mark Prince knows about mission-critical IT projects. As a career engineering officer in the Royal Air Force, he led IT project teams under fire in active war zones, and helped keep the RAF’s fleet of Tornado aircraft flying.

After twenty years in the RAF, Mark brought his technical savvy and leadership skills to the world of IT professional services. Since 1998 he has specialized in designing and implementing mission-critical IT security capabilities for some of the world’s largest firms in financial services, telecommunications, and air transport.

Mark Prince and Stuart Scott first worked together early in 2006, developing a group of stellar individual performers into a powerful team. Since then they have worked together on a series of projects to amplify the effectiveness of individuals and teams.

Cindy Warner is an accomplished business executive, presently serving as the Senior Vice President of Salesforce.com, leading the global technology services division of the fastest growing software company in the world today. She has spent the last 9 years of her career as a global partner with Accenture and CapGemini, leading high growth technology practices. Prior to consulting, she worked in executive positions for FEDEX and The Gillette Company, helping to redefine the customer experience through the use of technology and process innovations. Cindy has also achieved great success as an entrepreneur, owning several restaurants and other commercial ventures that she considers her “hobbies”. Despite her career success, Cindy achieves her greatest satisfaction, participating in non-profit work that she has done through the years as a Director for the Special Olympics, member of the Salesforce.com Foundation Advisory Committee, and other similar contributions. She is an avid outdoor enthusiast, who enjoys hiking, biking, kayaking and many other very active sports!

Scott’s career encompasses more than 20 years of experience creating information technology solutions and business programs for companies including PeopleSoft, Dun & Bradstreet Software, Evant, and i2 Technologies. He has an extensive history of building and leading professional services organizations in both small start-up companies as well as large multi-national corporations.

Prior to joining InfoMentis, Scott founded The Buswell Group, a strategy consulting firm focused on professional services within technology companies, providing speaking and educational services. Additionally, Scott’s company partnered with PSVillage to provide a professional services benchmark focused exclusively on professional services within the software industry. The survey establishes operational and financial performance measurements so that companies can analyze and improve their efficiency.

Scott holds a Bachelor of Science degree in Business Administration from Boston University and Masters of Business Administration from Babson College. He co-authored “Using PeopleSoft” special edition and is a regular speaker at industry events.

Greg Coleman has over fifteen years of experience in the high technology service and support field. He has directed support operations for both consumer and enterprise software firms.
As a principal and vice president of strategic programs for Service Strategies Corporation, Greg played a key role in developing and deploying the Service Capability & Performance (SCP) Standards, including the SCP Support, Field Service, and Professional Service Standards.

He has worked with industry sponsors to develop the standards and conducted certification audits of leading technology service and support organizations around the world.

Jeff Maaks and Kathy Macchi are Managing Principals for PragmaticPS, a firm which provides consulting, engineering and marketing services to storage and server professional services organizations.  Jeff leads the effort for assessing professional service portfolios and developing services that are created to meet customer requirements.  Kathy assures they are positioned appropriately with the go-to-market channels and builds the service launch plan to ensure internal audiences know how to position and sell the service and drive service revenues.  Demand generation and thought leadership programs are created to educate and ultimately engage prospects to contact the company or sales rep to find out more. Customers include HP, Hitachi Data Systems, and SGI.

David Maister is widely acknowledged as one of the world’s leading authorities on the management of professional service firms. For two decades he has acted as a (solo) consultant to prominent professional firms, around the world, on a wide variety of strategic and managerial issues.

In 2002, he was named as one of the top 40 business thinkers in the world (Business Minds, by Tom Brown, PrenticeHall/Financial Times.)

He is the author of the bestselling books Managing the Professional Service Firm (1993), True Professionalism (1997), The Trusted Advisor (2000), Practice What You Preach (2001) and First Among Equals (2002.) These books have been translated into in Arabic, Chinese, Danish, Dutch, Estonian, French, Indonesian, Japanese, Korean, Polish, Russian, Serbo-Croatian, Spanish and Turkish.

He spends about 40 percent of his time working in North America, 35 percent in Europe and 25 percent in the rest of the world.

A native of Great Britain, David holds a Bachelor’s degree in mathematics, economics and statistics from the University of Birmingham (1968), a Master’s degree in operations research from the London School of Economics (1971) and obtained his doctorate in business from the Harvard Business School (1976).

For seven years, he served as a professor on the faculty of the Harvard Business School (1979-85), prior to launching his consulting practice. He lives in Boston, Massachusetts.

As Senior Vice President of Global Solution Delivery for Vendavo, Jennifer Maul is responsible for implementations, integration, education, and customer support, bringing over 14 years of experience to this role.  Prior to joining Vendavo, she was Senior Vice President of Customer Operations at SCI Systems, an enterprise software company, building her team from start to full-scale operations, and delivering implementation tools and methodologies that led the company to a #5 top customer service ranking among 150 technology vendors.  Ms. Maul has also held senior management, engineering, and support positions at Eclipsys Corporation and Sunquest Information Systems.
Ms. Maul holds bachelor of science degrees in Business Management and Management Information Systems from the University of Maryland.

Steve Mollen has more than 15 years of consulting experience, including tenure with Andersen Consulting (now Accenture), Cap Gemini, Cambridge Technology Partners and marchFIRST/Whittman-Hart.  He has built successful management consulting organizations for a number of firms, and has functioned as both a management and IT consultant.  As an advocate for his clients, he regularly helps deliver business results by combining strategic thinking with the appropriate technology as well as an understanding of business goals and processes and the impact they have on the people and culture of the organization.  His management-related project work includes change management, facilitation, visioning, organizational design, program management, coaching and strategy development.  Steve earned an MBA from Columbia University, and in 2006 relocated from New Jersey to the mountains of Colorado. He may be contacted at stevemollen@hotmail.com .

Kathy Macchi, principal of Allegro Associates, works with professional service organizations to build effective demand generation programs based on a proven methodology of on-going, relevant communications that touch all phases of sales cycle from generating leads to up-sell and cross-sell activities. Programs are designed for internal and external audiences as both are key to a professional services business growth.  Sample customers include HP, Hitachi Data Systems, and SGI.

Prior to her work at Allegro Associates, Kathy worked for a number of years establishing and launching new businesses in Europe for US-based companies such as 3M and V-SPAN.  She was, also, an IT director at 3M. Before working with large corporations, Ms. Macchi was an entrepreneur starting and selling two high tech businesses.

Hanley Brite is the founder and principal of Authentic Connections, Inc. a consulting firm focused on bringing a fresh approach to creating organizational vitality through transformational change. Hanley spent the first 18 years of his career inside large companies; at Dow Jones and Company and Digital Equipment Corporation taking on a series of line management, learning development and internal consultative roles. In 1986 Hanley left large company life to pursue his passion for Leadership Development and Transformational Change - he never looked back. Hanley has more than 35 years experience as a manager and executive, executive coach and advisor, educator, business leader and consultant. His mission is to help organizations achieve success through focused and principled leadership, strategic action, and mastering the process of change. Hanley is on the Board of Advisors of PSVillage.

Contact Information Authentic Connections, Inc.
Phone: 925.820.5845
Email: hanley@authenticconnections.com
Web:  http://www.authenticconnections.com

As VP of Professional Services at Tenrox, Mike is responsible for all Tenrox Implementations worldwide, Customer Support, and Enterprise Custom Solutions. Prior to joining Tenrox, Mike held various positions leading professional services organizations in a number of capacities including COO and CFO.

With 16 years of experience in helping organizations develop and execute winning business strategies through the deployment of technology, Mike understands the challenges and processes required to successfully deploy enterprise solutions. Mike’s industry experience spans Healthcare, Pharmaceutical, Insurance, Telecommunications, and Automotive.

Mike is a Certified Management Accountant and holds a Bachelor’s Degree in Mathematics and Business from the University of Waterloo.

Over the past 5 years, Kevin Hanvey has been an independent consultant specialising in the development of IT Strategy and acting as Project Director on the recovery and management of large-scale projects. During this time he has advised on a wide range of projects, ranging from development of a 5 year IT Strategy for a multi-lateral development bank to implementation of B2B electronic trading for a large retailer to a call center consolidation strategy for an Asian Telco.

Kevin has had a long and varied career spanning 30+ years. He was a founding member of Cambridge Technology Partners in Australia, during which time he setup the first Australian office in Melbourne, and managed the national Interactive Solutions Practice, building teams in Melbourne and Sydney. Kevin was also a member of the CTP Global Interactive Solutions Thought leadership team.

Kevin has worked across a range of industries including Retail, Travel and Tourism, Telecommunications, Manufacturing and Software development. Over 20 years of his career has been in the Financial Services sector, where he has a diverse range of experiences in Management, strategy development and operational roles.

Azita Gandjei is currently responsible for the global strategy and execution of Primavera’s positioning and direction for the services industry. Prior to joining Primavera Systems, Azita co-founded StrongBridge Group, a product and services company in the offshore outsourcing market that provided software solutions to high-tech and professional services organizations. In addition, Azita served as managing director for the strategy practice at Xcelerate (later acquired by Avenue A Razorfish), where she was instrumental in growing the company’s revenue by 300 percent and headcount to 350, and as director of product marketing and strategic business development for the enterprise data management product at Commerce One. Azita holds a MBA from Columbia Business School and a BA from the University of California.

In addition to being the author of the best-selling CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, Paul Greenberg is President of The 56 Group, LLC, an enterprise applications consulting services firm, focused on CRM strategic services and a founding partner of the CRM training company, BPT Partners, LLC, a training venture composed of a number of CRM luminaries that has quickly become the de facto certification authority for the CRM industry.

His book, CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, now in its third edition, is in 8 languages and been called “the bible of the CRM industry”. It is used by more than 60 universities as a primary text. It was named “the number 1 CRM book” by SearchCRM.com in 2002 and is one of two books recommended by CRMGuru. The Asian edition of CIO Magazine named it one of the 12 most important books an Asian CEO will ever read. Paul has also authored two other books including “E-Government for Public Officials” (Thompson Publishing, 2003)

His next book (with co-authors) will be on 21st century business models appropriate to the new social/experience economy for publication in 2007.

Paul is also the co-chairman of Rutgers University’s CRM Research Center and the Executive Vice President of the CRM Association. He is a Board of Advisors member of the Baylor University MBA Program for CRM majors, a unique national program.

Paul is considered a thought leader in CRM, having been published in numerous industry and business publications over the years and having traveled the world speaking on cutting edge CRM and topics geared to the contemporary social customer. He is known particularly for his work on the use of social media, such as blogs, podcasts and wikis in CRM as tools for customer collaboration with a company. He is seen often as the “voice of the customer” and is well known within the CRM industry for this work. His blog, PGreenblog (the56group.typepad.com) was named the winner of the first annual CRM “Blog of the Year” in 2005 by TechTarget’s SearchCRM media. The blog is also the focus of KnowledgeStorm’s CRM Blog community. He also has a podcast, Route 56 that has garnered a myriad of industry kudos.

He has been a member of the Destination CRM Board of Experts, SearchCRM Expert Advisory Panel and one of the 10 elite members of the CRMGuru Expert Guru Panel for many years. He also sits on the Board of Advisors of Indus International and the CIE Institute and is an advisory board member on another 3 companies.

Currently, Paul lives in Manassas, Virginia with his wife and two cats. To reach Paul, please email him at paul-greenberg3@comcast.net or at pgreenberg@bptpartners.com . 

Karen West is responsible for building and managing Intacct world-class professional services, customer support and training organization. She brings more than 15 years of experience at leading service organizations.
Most recently, Karen was regional vice president of Oracle Consulting Services. Prior, she was vice president of professional services and global alliances at Docent, responsible for global consulting and alliance programs. She built a successful Oracle and PeopleSoft practice as a partner at Deloitte Consulting, and has held consulting leadership positions with Oracle and Hay Management Consultants. Her career started as an auditor with Peat Marwick/KPMG.

Karen earned an MBA from Stanford Graduate School of Business and holds a bachelor of science degree in business from the University of California at Berkeley.

Kevin Pereau is President and CEO of VMS Consulting Group, a boutique consulting firm focused on helping firms establish mutually beneficial strategic partner models that help them profitably grow their business. An acknowledged thought leader in this space, Pereau is a frequent contributor to PS Village an online community of professional service executives. Pereau has extensive experience building team and growing regions. His penchant is for helping firms launch internationally. He has successfully managed operations in Europe and South America for software and consulting firms.

Prior to VMS, Pereau held executive positions at Cambridge Technology Partners, Sybase and AT&T. At Sybase, he was on point for launching their European operations and developing their partner channel. Pereau managed the business development, marketing and strategic alliance departments for Cambridge’s fastest growing business unit. He was also highly instrumental in introducing this SBU to the European market. A renowned speaker, Pereau has moderated panel discussions at industry events in Europe, South America and the United States. Post Cambridge, Pereau developed extensive experience managing a regional P&L where he was responsible for multiple complex technology projects in the customer relationship management space.

Pereau is a graduate of the University of Portland, Oregon. A native of upstate Vermont, Pereau now works and lives in the San Francisco Bay Area. VMS Consulting Group is highly regarded in venture capital circles as a “Go-to” resource for expanding internationally and establishing alliance strategies that contribute to profitable growth. He has held interim EVP/GM positions for system integration and product firms and secured funding for their initiatives.

Pereau can be reached at kpereau@att.net and 925.890.0986.

Rider has 20 years of high technology experience and is currently VP & GM at TechWorkers a technical workforce solutions company providing consulting, temporary staffing and outsourcing services.

Prior to joining TechWorkers Mike worked 11 years at PeopleSoft, a leading business software company. Mike served as Vice President of IT at PeopleSoft for nearly six years where he was responsible at various times for Engineering and Application Development, Operations, and Enterprise Architecture. Mike has concurrently served in a number of leadership positions including chairman of PeopleSoft’s Policy and Standards Committee and as a member of the Hewlett-Packard Customer Advisory Council, the Crosslink Capital Technology Advisory Council and the Microsoft Architects Forum. Earlier in his PeopleSoft career Mike worked in the consulting organization as a Project Manager, Practice Manager and Director of Emerging Technology Consulting, ultimately responsible for a team of 120 and a P&L of nearly $30 million.

Mike started his career in the biopharmaceutical industry where he did drug discovery research and scientific computing.

Mike has a M.S. from Caltech, a B.S. from the University of Southern California , and a Certificate of Professional Development from the Wharton School , University of Pennsylvania

Carole McCluskey is Managing Director of EttenAj Consulting LLC where she has held interim leadership positions such as VP of NA PSO at VMware; Chief of Staff to the CIO at Coinstar; VP of Client Services & Support at Intacct; COO at Edifecs; and SVP of Sales & Alliances at Ultimo Software. Founded in 2006, EttenAj provides strategy and advisory services focused on business and enterprise optimization. Prior to EttenAj, Carole was VP of Global Services Operations and Professional Services at TIBCO Software, VP of Professional Services & Alliances for SchemaLogic, and VP of Sales & Services for CapitalStream.  A PSVillage Advisory Board Member, Carole is also Board Chair at the Suzanne Manlet Foundation. She graduated from California State University at Fresno with a B.S. degree in Industrial Technology, Digital Systems. 

Brian Sommer, publisher of the Professional Services blog, http://www.servicessafari.blogs.com, is also a former Accenture partner. At Accenture, Brian simultaneously ran three practice units, including the Finance Center of Excellence, HR Center of Excellence and Software Intelligence. He was responsible for growing and leveraging the firm’s $1 billion + application software practice, as well as for orchestrating the relationships between Accenture and PeopleSoft, Adaytum and dozens of other vendors globally. Brian spent over 18 years with the firm where he sold and ran large and small projects in most continents of the world. Mr. Sommer has bylined or contributed to numerous national periodicals such as the Wall Street Journal Europe, Computerworld, Information Week, CIO, CFO, and others. He has been a keynote speaker at technology and institutional investor conferences and has presented on a variety of technology topics at major universities such as Harvard, Wharton and Arizona State. Brian is currently president of TechVentive, a strategy consultancy servicing technology providers, and a fellow with Azul Partners, a marketing strategy and content firm. He has an MBA (Finance) and a BBA (Marketing) from the University of Texas at Austin.

Joni Harris Minault, Co-founder, SeeChange Partners (http://www.seechangepartners.com)

Joni Harris Minault is a business coach and management and organization development consultant.  Currently her work focuses using the Enneagram as a fundamental personality tool to create effective and successful relationships between business associates which, in turn, positively impacts critical business functions.  She has over 20 years of corporate experience in project management, entrepreneurship, marketing, sales, presentation skills and strategic planning. She founded and managed a successful niche project management firm in the corporate facilities relocation industry headquartered in Silicon Valley for 12 years.

The unique combination of Joni’s business expertise and problem solving skills, along with her communication, facilitation and presentation skills enables her to help people reach a greater understanding and appreciation of others in their environments. When relationships improve, business improves.

She is certified as a mediator, as a teacher of the Enneagram in the Narrative Tradition, in applying and delivering How to Use the Enneagram for Success in the Workplace (Ginger Lapid-Bogda), and as a practitioner of Radical Collaboration, an interest-based problem solving approach to conflict resolution (Jim Tamm). 

Joni earned her BA in Physics from the University of California at Santa Cruz and MBA from Stanford University.  Her personal interests include human behavior, rock climbing, camping, hiking, biking, skiing and dogs.  Joni lives in Mill Valley with her husband and dog.  She can be reached at 415-380-8388 or jonifh@pacbell.net
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Alvin Begun is a consultant who specializes in helping technology companies with their services organizations (Consulting Services, Training, Technical Support).  His firm, Begun Consulting, helps build, fix, or improve these organizations, including any and all aspects of these businesses.  He works at all levels, from the strategic to the tactical to the ‘nitty-gritty’ operational.  Alvin’s engagements have ranged from high-level strategy development to complete audits / assessments of a company’s services organizations to part-time and full-time interim VP positions.

Formerly a CEO/President and a VP of Professional Services, Alvin has over 35 years experience in the software business in both services and product companies.  He has spent 10 years working in startups.  He is a graduate of Cornell University.