Ben has over 20 years of experience in the tech industry in various disciplines including support, development, consulting. He has managed multiple teams and led training for a wide range of students across multiple practices. He has been a Coveo solution consultant for two and a half years and a senior technical trainer for six months. Ben is also a certified practitioner of the Knowledge-Centered Service v6 methodology.
Director, Training Services
Laurel has over 15 years of experience managing technical support and education teams within the software industry. She has supported, used and managed CRM, ERP and Knowledge Management software packages throughout her career including implementing enterprise system migration projects. She is a certified trainer of Knowledge Centered Service v6 Practices and has implemented KCS globally within the technical support teams she managed. As Director, Training Services at Coveo, Laurel oversees all training activities, which includes curriculum development, training administration as well as delivering training sessions on the Coveo product and KCS.
Senior Technical Support Operations Advocate
As the Senior Technical Support Operations Advocate, Rocco Cervantes leads Medallia’s knowledge practice on their Technical Support team, and is KCS v6 Certified. Originally working on the Delivery team within Technical Support, Rocco now builds process and drives adoption of KCS for the Global Support team. He graduated from Stanford University in 2015 with a degree in Science, Technology, and Society, with an emphasis in biotechnology.
Product Analyst for Coveo Machine Learning
Olivier Bonneau is a Product Analyst for Coveo Machine Learning. He joined the team in 2016 with a decade of experience in the defence industry where he was responsible for designing and integrating mission critical systems. Olivier has a passion for science and has a Master’s degree in Mathematics from the University of Montreal. Olivier is a machine learning professional by day and an outdoorsman by night, with a penchant for mountain biking, skiing, and more.
Customer Success Manager
Jason is a seasoned customer success professional, with over 15 years of leadership in driving business processes, meeting challenges with solutions, and creating initiatives to meet corporate objectives. His cumulative experience in operations, subscription-based sales models, and client development makes him a well-rounded Customer Success Manager. In his current role, Jason guides Coveo customers through a prescriptive roadmap to achieve their business objectives. Jason has made it his life's work to improve business intelligence, efficiency, and performance through developing and empowering people and correlating technical advancements to measurable results.
Stephanie Yamkovenko is an experienced digital and social media strategist. In her role as Digital Editor for the American Occupational Therapy Association (AOTA), she manages the team that tells the story of her organization across multiple digital platforms. After starting as a staff writer she now tracks, analyzes and tests the performance of content across the website with millions of visitors, social networks and email newsletters.
Technical Lead, Solutions and Innovation Center
Roarke Lynch is Technical Lead for Appirio’s Solutions and Innovation Center. He is 6x Salesforce certified and has been developing and integrating on the Salesforce platform for eight years. Roarke is from the Washington D.C. area and now lives with his wife in Austin, TX. In his spare time, you’ll find him bouldering, fostering kittens, or geeking out over some random math, science, or economics article.
Director of Customer Community
Jamie Battin is the Director of Customer Community at Ellucian, a prominent higher education technology provider. With over 13 years experience in the education sector, he leads the implementation and execution of the Unified Customer Experience, infusing self-service tools such as Coveo into his roadmap strategy to meet the changing needs of customers.
Vice President, Customer Success
Jennifer MacIntosh has over 20 years experience working with high-tech and financial services companies helping them to establish, lead, and grow their Customer Experience and Knowledge Management practices. As VP of Customer Success, Jennifer is an advocate for the customer who leads customer engagement, adoption and value realization of the Coveo solution. Prior to joining Coveo, Jennifer was Founder and Principal of Okas Consulting, a global consulting practice and former Coveo partner. Jennifer has also held executive roles as a change agent who significantly improved the customer experience at Yahoo, Quest Software (Dell) and Cognos (IBM). Jennifer has deep knowledge and expertise in Analytics, Customer Experience, Support, Self-Service, and Knowledge Management. She is a certified KCS Practitioner, Trainer and active industry contributor.
Senior Customer Success Manager
Adam Palmer is a Senior Customer Success Manager at Coveo. He has more than 17 years of experience in Customer Success, Knowledge Management Consulting, Process Consulting, and Professional Services. Adam is passionate about helping to ensure that customers are realizing the full potential of their investment in Coveo. He is also a certified practitioner of Knowledge-Centered Service v6 methodology. Adam attended the University of Oregon and the University of California Hastings College of the Law.
Senior Vice President of Services IT
Jim Roth serves as the Senior Vice President of Services IT for Dell EMC. In this role, he is responsible for the applications that run contact centers, track service parts, enable field engineers, manage professional services and enable self-service on dell.com and emc.com. Prior to IT, Jim has led global teams in marketing, operations and product development roles. Before Dell, Jim worked in software product management and as an associate at Booz Allen. Jim holds dual bachelor’s degrees and a master’s degree from Northwestern University. He also earned a master’s degree in management from the Stanford University Graduate School of Business.
Director, Customer Success
Ben Hong has 19 years of experience working for high-tech companies like Autodesk, VMware, Logitech and Oracle, where he has helped establish and mature Knowledge Management, Support & Service Delivery and Customer Experience programs. He is passionate about Customer and Employee Engagement and is leading efforts to mature Customer Success programs here at Coveo. Ben lives with his wife and daughter in the Greater Toronto Area. In his spare time he enjoys cooking, photography and career coaching.
Co-founder and SVP, Products
Richard Tessier is Co-founder of Coveo and Senior Vice President of Products. With 20 years of experience in the search industry, Richard has a keen understanding of how search can improve business processes and outcomes and has applied this knowledge to developing award-winning applications that change the very nature of work. Richard received a B.S. in Electrical Engineering from Laval University in Quebec. He lives in Quebec with his wife and three daughters. Richard enjoys sports and the outdoors and plays tennis and basketball and enjoys backpacking and snowshoeing trips across Quebec's backcountry.
Executive Vice President of Developer Relations and General Manager of Trailhead
Sarah Franklin is the Executive Vice President of Developer Relations and General Manager of Trailhead at Salesforce, leading Salesforce’s developer and education initiatives focusing on democratizing both technology and education. Sarah launched Trailhead, Salesforce’s gamified online learning platform, after witnessing the inequality of women and minorities in STEM careers and recognizing the potential that online learning platforms have to transform careers from salsa dance instructors to technologists.. Prior to her ten years at Salesforce, she worked at companies of every size to bring emerging technologies and trends to market, relying on her unique blend of technical expertise and business acumen.
eCommerce Senior Operations Manager
Pet Supplies Plus
Johnathon Koweck is the eCommerce Senior Operations Manager for Pet Supplies Plus, where he focuses on capitalizing on opportunities for growth, optimization and user experience improvements in an omni-channel strategy. In his two decades of experience, he has honed his ability to leverage lean process improvements supported by IT innovation. Prior to Pet Supplies Plus, Johnathon held multiple roles at PepsiCo, where he excelled at converging supply chain and analytics with IT strategy. He also holds multiple degrees in Finance, eBusiness, an MBA, and his currently studying to finish a master’s degree in Industrial Organizational Psychology.
Chief Marketing Officer
Mark Floisand is Chief Marketing Officer at Coveo. He has over 20 years of marketing, sales and general management experience in the technology industry, spanning blue chip and start-up companies across three continents, including Apple, Adobe, BusinessObjects, SAP, Total Defense, Untangle and WeVideo. Mark was most recently with Sitecore, a Coveo technology partner, where he led product marketing. Mark holds a Bachelor of Commerce degree from the University of the Witwatersrand, South Africa; and an MBA from the University of Durham in the UK.
Director of Product Management
Nicolas Bordeleau serves as Coveo's Director of Product Management for Microsoft related Products. With over 11 years of experience in the search industry including 7 years as a software engineer, Nicolas has a keen understanding of developers’ needs related to search products and has applied this knowledge to developing award-winning products that fulfill those needs in innovative ways. Nicolas received a B.S. in Computer Engineering from Sherbrooke University. He lives in Quebec with his wife and two children. Aside from his professional interests, Nicolas enjoys technology and sports, specifically skiing and snowboarding.
Engagement Manager, Search and Knowledge Discovery
Bryan works as an engagement manager in Onix’s Enterprise Search practice. He implements enterprise search solutions to help customers grow their businesses, leverage information in systems and silos across the organization, tap into the network of expertise in the organization to improve collaboration, innovation and deliver an enhanced customer experience.
Executive General Manager - Customer Success
Nigel is the Executive General Manager - Customer Success at Xero, leading the award-winning global Customer Experience, Curriculum, and Content teams. His teams present knowledge, enable community collaboration, and provide digital support to the exponentially growing customer base, which currently sits over 1m subscribers. Nigel has created a continuous improvement culture, leveraging best of breed solutions, such as Salesforce Service Cloud, to find more effective and scalable ways to manage the explosion in customer demand. Holding firm on digital only channels, and avoiding inbound phone calls, has fed the innovation and driven significant efficiency into the operating model. Prior to Xero, Nigel worked at Inland Revenue and was responsible for the transformational change enabled by the introduction of speech recognition and voice biometrics solutions. These solutions remain best practice case studies providing simplified servicing for all NZ Citizens and ignited his interest in designing and operating customer-centric service models.
Chairman and CEO
Louis Tetu is Chairman and Chief Executive Officer of Coveo. Louis brings three decades’ worth of leadership experience in the technology sector. Prior to Coveo, he co-founded Taleo Corporation, the leading international provider of cloud software for talent and human capital management, acquired by Oracle for $1.9B in 2012. Louis is a passionate entrepreneur and involved in private equity within technology, as well as infrastructure projects within emerging countries, and education and high school reinsertion for children from financially challenged families. He also serves on several Boards including Industrial Alliance Financial Group and the Quebec City International Airport authority, and is also Chairman of the Board of PetalMD, Canada’s largest medical cloud company.
CSG Strategy and Operations Manager
Randy Sepe is the CSG Strategy and Operations Manager at Salesforce, as part of the Customer Intelligence team. In his role, he serves as the key resource for reporting, analysis and strategic insights into case deflection. He has a decade of experience at Salesforce, as well as an extensive background in all areas of technical support for computer software, as well experience managing teams of analysts. Prior to his role at Salesforce, he held roles in technical support analysis at large software companies.
Customer Success Manager
Steve DiMillo has an extensive background spanning telecom and healthcare industries covering Customer Support, Product Management, Knowledge Management and Search methodologies. As a valued member of Coveo's CSM (Customer Success Management) team, Steve focuses on helping customers meet or exceed their goals for success with Coveo products and services and has been instrumental in helping Coveo's customers leverage Coveo for maximum benefit to their internal and external users.
Senior Support Service Manager
Tyler Technologies Inc
Patricia Leino is a Senior Support Service Manager for Tyler Technologies Inc, the premier provider of integrated software and technology services to the public sector. Patty brings more than 30 years experience in the Technical Support field to her responsibilities for support operations and metrics, client online education and regional user group meetings.
Director of Digital Customer Experience
Principal Financial Group
Keith Kmett serves as the Director of Digital Customer Experience at Principal Financial Group. In his current position, he relies on his more than 15 years of experience to lead a global team that builds successful business strategies, develops CX curriculum and maps out customer journeys. He has also led the creation of a Voice of the Customer program and a Digital Experience Analytics service, both designed to improve how Principal listens to and understands its customers.
VP, Salesforce Line of Business
Sawan Deshpande is Vice President, Salesforce Line of Business at Coveo. He joined Coveo in 2013 and previously served as Director, Global Sales Engineering. An experienced leader in sales engineering and product management for software applications, Sawan held various roles at Oracle and was Sales Architect, Emerging Products at Salesforce before joining Coveo. Sawan has a consistent track record in building and selling best-in-class software products. He was part of oDesk’s executive team that successfully raised $8M Series B funding from Benchmark Capital and was part of the founding technical sales team at LiveOps. Sawan has a master’s degree in Technology Management from the Massachusetts Institute of Technology (MIT) and currently resides in the San Francisco Bay Area.
Product Manager, Customer Success
Airdre Knox serves as the Product Manager, Customer Success at Xero, where she oversees Xero’s Coveo implementation and integrations with Salesforce Service Cloud and Community Cloud, focusing on fast answers, personalized automation and unified experiences for customers and ‘Xeros’ alike. Airdre worked in the healthcare, risk advisory, legal and government industries before taking on this role at Xero. She brings more than two decades of experience in large scale strategic change programs and a specialisation in knowledge management and customer engagement. She uses uses design-led thinking and emerging technologies to deliver streamlined and automated experiences that still feel ‘human.’
Vice President, Salesforce Cloud CRM
Bojan brings more than 20 years of IT and professional services across solution areas that include CRM, business intelligence, enterprise integration and custom application development. Bojan started his career as co-founder of the startup Campusmarket.com, later SYNAPS, an open source project for communities. He is passionate about leveraging collaborative-technologies to enhance decision making processes and has managed the Communities practice and implementation strategy for global Fortune 500 companies. Bojan holds a Bachelor of Arts from University of Oklahoma and an MBA from Oklahoma City University.
Product Manager, Coveo for Sitecore
Simon Langevin is the Product Manager for Coveo for Sitecore. He has previously been a Solution Architect and led the Coveo for Sitecore Technical Support team. Through these years with Coveo, he has seen the solution used in a wide variety of contexts. He now ensures that partners and customers are using Coveo for Sitecore at its full potential. Simon has a bachelor’s degree in Business Administration and a certificate in Computing from Laval University. He is a Sitecore Professional Developer since 2014 and part of the Coveo family since 2013. Simon is a music enthusiast with a love for guitar, which he often plays between meetings in Coveo’s Quebec City headquarters.
Product Manager, Coveo for Salesforce
Greg Laporte serves as Product Manager for the Coveo for Salesforce product line. He is an integral component to the Coveo for Salesforce product strategy and development, and monitors adoption and customer feedback. With over five years of experience in the search industry, he infuses his technical background with customer feedback in order to ensure Coveo’s products are not only meeting but exceeding the needs of its clientbase. Greg received a Bachelor of Computer Science at the Université de Sherbrooke.
Co-Founder, President and CTO
Laurent Simoneau is Co-founder, President and CTO of Coveo, and is considered one of industry’s top enterprise search experts. Prior to Coveo, Laurent was CTO of Copernic, an early leader in desktop search, where he oversaw the company’s product strategy and directed the research and development of core technologies. Laurent also served as Chief Operating Officer at Copernic during which he successfully orchestrated the spin-off of the company’s enterprise search division in 2005 into what is now Coveo. Laurent is a graduate of Université du Quebec, where he holds an MBA degree. He resides in Quebec City with his wife and children.
As VP of Coveo’s Platform line of business, Gauthier Robe oversees the company’s Intelligent Search Platform and roadmap, including Coveo Cloud, announced in June 2015. Gauthier is passionate about using technology to improve customers’ and people’s lives. He has over a decade of international experience in the high-tech industry and deep knowledge of Cloud Computing, electronics, IoT, and product management. Prior to Coveo, Gauthier worked for Amazon Web Services and held various positions in high-tech consulting firms, helping customers envision the future and achieve its potential. Gauthier resides in the Boston area and has an engineering degree from UCL & MIT. In his spare time, Gauthier enjoys tinkering with new technologies and connected devices.