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 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

Arnfinn looks after the ever-growing number of KCS practitioners, Certified Trainers, and KCS Verified and Aligned partners of the KCS Academy, a wholly-owned subsidiary of the Consortium for Service Innovation. He has been an active member of the Consortium for over a decade and has participated in the KCS Academy from its 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.

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.

Jennifer Moortgat – Community Success Manager

Jennifer is available to assist with all aspects of KCS certification, and is a certified KCS v6 practitioner. Before joining the Consortium and KCS Academy, 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.

Consortium Board of Directors

Brad Smith

Brad Smith – President & Chairman
Founder, Vector Business Navigation

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

Steve Young

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

Steve Young

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

Michelle Musgrove
Vice President, AARP

Greg Oxton

Greg Oxton
Strategic Advisor, Previously Consortium for Service Innovation

Matt Seaman

Matt Seaman
Executive Director, Consortium for Service Innovation

Please also visit our network of KCS Certified Trainers.

Consortium for Service Innovation
751 Laurel Street, Suite 533
San Carlos, CA 94070-3113 USA