An exceptionally strong organization builder, Borge is a former project manager at the Boston Consulting Group. There he led strategy and operational improvement projects for international companies in a wide range of service industries, including retail banking, insurance, food services, and securities. Advanced customer service models were a particular specialty. Before joining BCG, Borge worked in mergers and acquisitions at Morgan Stanley and in financial analysis for Procter & Gamble. He served his country as a lieutenant in the Air Force. Borge combines his love of technology and baseball by instant messaging himself the latest scores. MBA, Stanford University. BBA, University of Michigan.
Amy initially developed the idea for Medallia as a consultant for the Boston Consulting Group while working on marketing strategy and competitive benchmarking projects. Serving BCG clients, she discovered a near-universal mandate for better understanding of current and prospective customers as well as competitors. Amy has also worked as an independent consultant for technology-based companies in Silicon Valley, an investment banker at Goldman Sachs, and a legislative aide on Capitol Hill. Amy completed a 4,200-mile transcontinental bike trip “a long time ago,” but she’s still proud of it because no one ever thought she was very athletic. MBA, Stanford University. AB, Harvard College.
Alan GrebeneVice President & General Counsel
Alan is an experienced General Counsel and business leader with a passion for helping companies grow. Since beginning his career as a technology transaction attorney with Cooley LLP, Alan has advised numerous companies—including Adobe, Yahoo and a myriad of venture-backed start-ups—on a wide array of legal and business matters. He has held several general counsel and business management roles for fast growing technology companies, including stints as regional General Manager and VP Corporate Development & Strategy at Blue Martini Software. While with Blue Martini, Alan worked closely with the founder and CEO on a successful IPO. Alan’s passion for sports and travel has taken him to soccer matches in Argentina, baseball games in Japan, and rugby matches in Australia. He's currently trying to teach his two young daughters to throw a knuckleball. Alan holds a JD from NYU Law and a BA from UC Berkeley.
BLAIR McHANEYVICE PRESIDENT OF STRATEGIC INITIATIVES
At Medallia, Blair fills the cross-functional role of managing key initiatives until they are fully operational. He leads the building and implementation of our "voice of customer" program, to ensure that we deliver the kind of customer experience we want our customers to deliver. A lifetime student and a serial entrepreneur, Blair arrived at Medallia first as our customer and as a practitioner, student, and educator of customer experience practices. He is President of Confluence Fitness Partners and former President of the Gold's Gym Franchisee Association. Blair is Medallia’s resident business book guru. His favorite quote is “The man who won't read has no advantage over the man who can't read” (Mark Twain).
Michelle de HaaffVice President of Marketing
Michelle leads marketing at Medallia and has over 18 years of experience in marketing, branding, product management and strategic partnering in Silicon Valley. Michelle came to Medallia from Attensity where as Vice President of Marketing and Products she led the transformation of the brand and the products to be the leader in Social Analytics and Engagement. Michelle also led Marketing at AdSpace Networks and was a GM of Products at Blue Martini Software where she led the development of Blue Martini’s eCommerce, Campaign Management and Business Intelligence applications. Previously, Michelle led the eCommerce and database marketing teams at Levi Strauss & Company and worked at Ernst & Young as a CRM practice manager serving large technology clients. She graduated from New York University with a B.S. in management operations and marketing and holds an M.S. in integrated marketing from Northwestern University. Michelle spends her free time with her three very active sons.
DAVID REESEVICE PRESIDENT OF PEOPLE AND CULTURE
David Reese is an experienced HR professional dedicated to driving innovative culture and people programs. At Medallia, he is charged with pioneering creative HR approaches that position the organization for dramatic global growth. David’s team champions company values and recruits the brightest global talent, creating programs that push employees to their fullest potential and nurturing an environment that already radiates vibrancy. Before joining Medallia, he served as Senior Vice President of Human Resources for Caesars Entertainment, Inc., where he was responsible for all aspects of HR for over 30,000 employees. He has also worked in HR for Macy’s, served on the board of the nonprofit ITN, and been an Adjunct Professor at Nevada State College. A travel enthusiast, David spends what leisure time he has traveling the world and exploring different cultures. He hiked the Inca Trail to Machu Picchu and has camped in the Serengeti. David holds an MBA from NYU and a BA from UCLA.
Haley BarrileVICE PRESIDENT OF OPERATIONS
Haley leads Medallia's operations and is responsible for making sure they are optimized for aggressive company growth. Previously, as Vice President of Client Services, Haley was dedicated to helping customers evolve and achieve their customer experience goals. She joined Medallia as a Director of Client Services in the Hospitality, Travel & Leisure practice, and she remains active in the practice today. Haley has a strong background building high-performing teams that are known for their exceptional customer service as well as their operational soundness. Prior to joining Medallia, Haley led the professional services and technical support groups at Fortify Software. Haley has two young children who keep her busy outside of work, and she enjoys playing basketball and entertaining. Haley has an MBA and a BA from Stanford University.
Jamie PatersonVice President, Client Solutions
Jamie leads the Client Solutions group, which designs and implements Medallia’s customer experience management solution. Jamie has over 15 years’ experience harnessing customer feedback and market data to drive business results. Since joining Medallia in 2004, Jamie has led numerous successful implementations and managed complex programs for many global customers. Prior to leading the Solutions group, Jamie ran Medallia’s B2B practice, which experienced rapid growth under his leadership.
Before joining Medallia, Jamie was director of client services at Telephia (now Nielsen Mobile), led statistical analysis projects for wireless carriers leveraging operational performance and customer feedback data. He was director of strategic marketing in charge of strategic planning at JDS Uniphase and a manager at Cambridge Management Consulting, where he led operations and marketing strategy projects.
Jamie enjoys playing squash and soccer, and spoiling his daughters. MBA, UC Berkeley. BA, Yale University.
JEAN-FRANCOIS HERVYVICE PRESIDENT OF FINANCE
JF is responsible for Medallia’s financial operations. He has over 15 years of experience in finance, accounting, and strategic planning. Before joining Medallia, JF was Vice President of Finance at Demandbase, a B2B marketing technology company. Previously, JF was Controller at enterprise software company ILOG, which IBM acquired for $340 million. JF also held financial management positions at Pearson, a global media company; Houghton Mifflin, a major publisher; Marimba, an information technology company; and Homestead, a website software and hosting company. JF loves ballet and never misses a performance by a major visiting company. He and his wife took a one-year honeymoon to travel the world. JF earned an MBA from Villanova University and a BA from ESEC, Barcelona.
JOHN ABRAHAMGENERAL MANAGER, MEDALLIA INSTITUTE
John leads the Medallia Institute, which develops educational programs in customer experience best practices designed to improve organizational performance. He has worked with leading companies worldwide on their customer experience strategies and has run workshops with more than 1,500 program leaders in a variety of industries. Prior to joining Medallia, John was GM of Net Promoter Programs at Satmetrix, working closely with Bain & Company and customer loyalty author Fred Reichheld on the NPS approach. John started his career as a consultant with Andersen Consulting and Booz Allen & Company, then spent more than 10 years as a marketing executive in the software industry. John is a Francophile and enjoys practicing French with his two sons, who attend bilingual school and rate their dad as “not fluent.” He holds an MBA from Stanford and a BA in Economics from Trinity University.
Juan Pablo DellarroquelleVice President, Engineering
A “young veteran” of the technology industry, Juan Pablo has developed 24/7 availability products—including many that were deployed globally—for more than 20 software companies. An expert in interactive voice response systems, he built Argentina's first voice portal, which won him Intel’s Application of the Year Award. In 2001, the prospect of building systems for end users, rather than for other systems, lured Juan Pablo to Medallia, where he develops on-demand, web-based software. When not at his desk or in engineering meetings, Juan Pablo can be found in his second office: the kitchen. BS, Technological Institute of Buenos Aires and CAECE University in Buenos Aires. MS, Carnegie Mellon University.
MATT FULTONSENIOR DIRECTOR OF CLIENT SERVICES
As the head of Medallia’s Client Services group, Matt is responsible for ensuring the success of our clients’ customer experience programs. Matt and his team support clients by implementing quality processes, suggesting and driving program and system enhancements, and providing support for ad-hoc analysis and research to inform the deployment and ongoing evolution of impactful customer experience programs. Prior to joining Medallia, Matt led customer-facing operations teams in the physical distribution and custom-critical logistics industries for McMaster-Carr Supply Company and Horizon Logistics. His experience as a manager of people and process in demanding operational environments provided excellent preparation for and insight into the organizational change management and continuous improvement that are at the heart of the Medallia system. Matt’s favorite life experience to date was a hike of the 210-mile John Muir Trail in the Sierra Nevada mountains. He holds a BA in History from Wake Forest University.
Russell HaswellVice President of Vertical Markets
For more than 20 years, Russ has held leadership positions at market research companies. Most recently, he served as vice president of worldwide sales for CustomerSat, Inc., a provider of enterprise feedback management solutions, where he was responsible for all direct and channel sales. Serving on the executive team and product development committee, he also took an active role in advancing the company’s software application. Before joining CustomerSat, Russ ran the communications business practice for Frost & Sullivan, Inc., and served on the company’s board of directors. He also worked in marketing and marketing communications for Marketing Intelligence Research Corporation and Apple Computer. A sports hobbyist-enthusiast, Russ spends what leisure time he has playing golf, skiing, scuba diving, and coaching his kids’ sports. BA, California State University, Chico. AA, Santa Barbara City College.
SCOTT DAVISVICE PRESIDENT OF SALES
Scott serves as Vice President of Worldwide Sales for Medallia and is responsible for driving the global sales strategy into existing and new markets. Bringing more than 20 years of enterprise sales experience, Scott most recently served as a Vice President of North America Sales for BMC software. At BMC, he was responsible for a team of 200+ people and grew revenue by more than 40% per year over his last three years. Prior to BMC, Scott was a Vice President of Sales at BladeLogic. During his tenure at BladeLogic, revenue grew over 700% in less than three years, leading to the company going public in July 2007 and being purchased by BMC Software for over $800 million in April 2008. Scott has also held sales leadership positions at Secure Elements, Parametric Technology Corporation and Nalco. He received a BS in Commerce & Engineering - Finance from Drexel University.
Steve EarwakerVice President of Business Development Medallia Canada
Steve leads Medallia’s business development initiatives ranging from partnerships to business expansion in new markets. Before joining Medallia, he was Vice President of Advisory Services with Chingari, managing strategy and business solutions for the company’s enterprise software platform. Previously, he was Vice President of Custom Research at the NPD Group, a leading worldwide market research company, where he specialized in customer satisfaction tracking services. Earlier career assignments included senior positions at BBM ComQuest Inc., the Angus Reid Group, and Statistics Canada. An early adopter of online research techniques, Steve pioneered online conjoint/pricing, product concept testing, and market segmentation research. He enjoys whitewater canoeing and loves kids (by some accounts, he is one).
MM, University of Waterloo. BSc, Carleton University. Certified Customer Experience Management professional (GCEM). Certified Market Research Professional (CMRP).
The secret of some of the most successful and enduring brands is great customer experiences that delight. While customer feedback is a key barometer of a company's health, many companies lack the infrastructure, processes and culture to identify the levers to pull. That's what Medallia aims to do with customer experience management (CEM). We turn customer feedback into real time actionable insights that could be used by the entire organization. Companies can rescue at risk customers, facilitate increased word of mouth from customer fans, and identify the innovations a company's customers value most. Our SaaS solutions make customer experience transparent, defeats data silos, and engages everyone in a relentless effort to improve. We work with world's most admired brands in financial services, retail, high-tech, business-to-business and hospitality. For more information, please see:
Medallia Customer Experience Management Corporate Brochure
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Medallia Customer Experience Management Solution: Key Functionalities
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7 Questions to Ask Your Customer Experience Management Provider
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Video: Medallia Customer Experience Management Platform Overview
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