Leadership

Members collaborate at the 2019 Executive Summit.

Leadership

Staff

Matt Seaman

Matt Seaman
Executive Director

Matt is focused on the intersection of knowledge sharing, customer experience, and emerging technologies, and how that intersection drives innovation in Support Services, Customer Success, and Operations. Before joining the Consortium, Matt spent 23 years at PTC, where he held positions running premium account management teams focused on PTC’s largest and most strategic accounts, and building a global Technical Support group. Most recently he served as the Vice President of Customer Success and Field Operations Business Systems and Processes. He was an active member of the Consortium before joining the staff, and was named a Consortium Innovator in 2015 for his work on the Predictive Customer Engagement initiative. Matt continues to be passionate about innovating around how companies can make their customers, and their customer’s customers, successful.

Kelly Murray, Chief Engagement Officer

Kelly Murray
Chief Engagement Officer

Kelly joined the Consortium staff in 2011, where she is a facilitator and a KCS Certified Trainer. She captures, structures, reuses, and improves the content that the Consortium members create and has served as chief editor for much of the content in the Consortium Library. Kelly focuses on member experience, content management, and deliverables, while also looking after the Consortium’s technology. She comes to the Consortium with 12 years of experience in hospitality sales, operations, and technology.

Arnfinn Austefjord, Global Head of the KCS Academy

Arnfinn Austefjord
Chief Learning Officer

Arnfinn looks after the ever-growing number of KCS practitioners, Certified Trainers, and KCS Verified and Aligned partners. He has been an active member of the Consortium for over a decade and has participated in the KCS certification programs since their inception. Arnfinn brings almost 30 years of experience in global training, certification, and knowledge management and services transformation at organizations including Sun, Oracle, and ServiceNow. He was recognized as a Consortium Innovator in 2017 for his contributions.

Sara Feldman, Director of Member Engagement

Sara Feldman
Director of Member Engagement

Sara connects Members with resources to support their success and enhance their customer experience. She is a KCS v6 Certified Trainer and experienced with customer-centric functions in the software industry. With a foundation in Technical Writing, her previous roles have focused on professional development programs, customer self-service, Customer Success Enablement, and cross-functional Technical Content Strategy.

Jennifer Moortgat, Community Success Manager

Jennifer Moortgat
Community Success Manager

Jennifer is available to assist Members and the greater KCS community to ensure connections are made with any aspect of Consortium engagement, KCS adoption and/or KCS certification. She is a certified KCS v6 practitioner and enjoys helping others be successful in their customer support journey. Before joining the Consortium, Jennifer worked with customers and clients in real estate sales and investing for 15 years. Prior to that, she successfully managed a Division 1 collegiate tennis team for 11 years.

Jill DeGraff, Operations Manager

Jill DeGraff
Operations Manager

Jill manages the Consortium operations and finances, as well as event planning and registration. She joined the Consortium in 2012, and is KCS v6 Practices certified. Her background includes general accounting and payroll administration in both the for-profit and nonprofit sectors.

Board of Directors

Brad Smith

Brad Smith – President & Chairman
Founder, Vector Business Navigation

Doris Jurisson

Doris Jurisson – Vice President
Executive Director, Business Transformation Office, DTCC

Steve Young

Steve Young – Secretary/Treasurer
Vice President, Global Customer Services, Palo Alto Networks

Tom Brennan

Tom Brennan
Global Director, Customer Service Transformation, ServiceNow

Jim Burroughs

Jim Burroughs
Senior Vice President Customer Success, Support Services, PTC

Dave Cutler

Dave Cutler
Vice President, Venafi

Maria Dwyer

Maria Dwyer
Solutions Client Services and Business Operations, DTCC

Greg Oxton

Greg Oxton
Strategic Advisor, Previously Consortium for Service Innovation

Matt Seaman

Matt Seaman
Executive Director, Consortium for Service Innovation

Contact Us

Consortium for Service Innovation
751 Laurel Street, Suite 533
San Carlos, CA 94070-3113 USA
support@serviceinnovation.org

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