The Serenova Leadership Team
Tom brings more than 20 years of experience in developing and leading contact center technology companies to the role of CEO at Serenova. Tom has a passion for envisioning, articulating and driving new innovative products, approaches and services that help customers achieve the most out of their call centers.
Tom is a contact center industry veteran offering a unique combination of global technology, operational and sales expertise for Serenova’s customers and partners. Tom served as the Vice President (VP) and General Manager (GM) of Customer Engagement, UC Applications and Cloud with Avaya where he led Avaya’s contact center cloud strategy and product development supporting enterprise customers worldwide. Prior to Avaya, Tom served as Chief Technology Officer (CTO) for Five9. While in that role, Tom led product development, operations and security, resulting in a successful IPO in 2014.
His additional time in the contact center industry includes: leading contact center operations for OneSource; supporting the growth to more than 15,000 global call center agents with high-availability technology platforms as Vice President of Telecom and Technology for eTelecare Global Solutions; and founding and running Argent Online Services, Inc. focused on improving customer effectiveness in their contact centers through integration of hosted contact center products.
CTO & SVP, Engineering
Jeff Thompson brings close to 20 years of expertise in developing innovative solutions for the global Fortune 500 designed to improve customer service delivery. With the 2014 acquisition of UserEvents, Jeff joined Serenova as the lead for the CxEngage product that allows companies to consistently deliver great customer experiences by monitoring their customers’ journeys and proactively engaging with the customer at the right moment and with the right context. Prior to the acquisition, Jeff was UserEvents’ founder and CEO.
In 2006, Jeff was the founder & CEO of Conseros Software whose products prioritized and distributed work tasks to the best skilled and available employee throughout the enterprise, including the back-office. Fortune 500 clients realized 17 to 24% operational efficiencies in deploying the Conseros product while improving delivery of service to their customers. Jeff successfully executed an acquisition by Genesys Telecommunications Inc. in 2009 and the Conseros software has been key in expanding Genesys’ reach beyond the contact center. Prior to Conseros, Jeff worked in a variety of leadership positions with NBTel, a subsidiary of Bell Canada and recognized innovator in the telecommunications industry; PowerTel, a competitive local exchange carrier in Australia and is now Telecom New Zealand; Exigen Group, an early pioneer in cloud and SaaS applications; and iQor, a multi-national BPO provider & InformationWeek technology innovator.
Jeff is the Vice Chair at Ignite Fredericton, President at Propel ICT, an active angel investor and advisor to several early-stage startups.
Chief Financial Officer
Keith Geneva serves as Serenova’s Chief Financial Officer and is responsible for the company’s financial operations worldwide. Under his leadership, the finance team is providing financial and operational transparency while always striving for continual improvement. The team operates with a responsive startup mentality, ensuring the ability and readiness for rapid growth.
Keith brings extensive experience leading organizations through transition periods and building global finance organizations to drive operational effectiveness and accountability. Previously, at Marlin Equity Partners, he oversaw and led numerous companies through every stage of an organization's life cycle. In this role, he partnered across the Investment team, operational executives, and portfolio company executives in order to establish financial stability, implement organizational structure, and execute strategic objectives. While working as a Global Finance Executive with Convatec Inc., he established and led a global finance team in addition to managing the acquisition and integration of multiple companies. Prior to that he partnered with executives from private equity, venture capital, and corporations to oversee and manage various merger & acquisition activity while working within Ernst & Young Transactions group. He gained additional operational and finance experience with a global operations role with Bristol-Myers Squibb, and started his career with KPMG.
Keith holds a degree in business administration from the Babson College. He brings an energetic and inclusive vision to Serenova with a proven ability to grow and manage organizations.
John Lynch is the Executive Vice President of Sales at Serenova. He is a proven sales leader with more than 20 years of experience producing exceptional results in building enterprise software teams, resulting in over $1B in revenues.
Prior to joining Serenova, John was the SVP of Global Sales at Vendavo, a private, equity-owned leader in the price optimization space. John served as Vice President of Sales at Mattersight Corporation, a company building behavioral routing software for call centers, rebuilding and leading the predictive analytics team to over $100M in SaaS growth in three years.
John served as Director of North American Sales for more than 6 years at Nuance Communications. During this time, his teams contributed significantly to Nuance’s massive growth from $60M to $1.5B in revenue and 27 acquisitions.
Previously, John has held key executive sales positions at leading technology firms, including Parametric Technology Corporation, NexPrise, Division, and Altos Computers. John holds a Bachelors of Arts degree in Communication from the University of Southern California.
Carmela Pinzone is Senior Vice President of Operations at Serenova, responsible for the company’s global technology infrastructure, security, and customer service operations. Under her leadership, Serenova is improving on our track record of providing a reliable and secure cloud contact center.
Carmela has a proven leadership track record with over 25 years of experience managing technology operations for public, private and non-profit organizations. She has expertise overseeing enterprise-wide technology improvement initiatives and aligning technology services with business goals.
Prior to joining Serenova, Carmela served as the Vice President of Infrastructure Engineering and Operations for Newgistics, where she led Enterprise Infrastructure Operations, QA and Solution Services.
Baker Johnson has more than 16 years of experience delivering marketing-led revenue growth. He most recently served as the Director of Demand Generation at Zenoss, Inc., where he helped to drive double-digit growth in lead quality, lead volume, pipeline, and new bookings in his first year alone.
Prior to Zenoss, he was the Vice President of Marketing at Affiniscape. He has also held marketing leadership positions at companies including RTM Consulting, QuickArrow and Dell.
Baker attended Louisiana State University where he received his undergraduate degree in Marketing and Business Economics.
Matt Despain is Vice President of Product Management for Serenova. He oversees the company's CCaaS product lines and sets product vision and direction.
With more than 12 years of product management and leadership experience in the space, Matt brings a strong perspective on industry technology and its users. His background includes five years at a leading CCaaS vendor and three years in the business process outsourcing space at Concentrix.
Matt strives to create innovative customer experience solutions. He launched numerous cloud-based products and services in previous roles. With a long history of building and leading product and cross-functional teams, he knows how to bring complex technologies to the contact center market.
Matt holds a B.S. degree from the University of Utah and MBA from the University of Tulsa.
As the VP, People at Serenova, Meg Marsh and her team are working to cultivate a culture that attracts, retains, and nurtures people. They focus on many contributing factors, including career growth and development, competitive compensation and benefits, and empowerment of individuals.
In people experience leadership roles over the past decade, including VP, Human Resources at uShip.com and Director of HR at Frog Design, she has led initiatives to enable internal career growth for employees and thus knowledge and skills retention for organizations. In her first year at uShip, she helped expand the employee base more than 60%, including hiring a Chief Marketing Officer and Chief Financial Officer, while scaling programs for employee development, leadership training, and employee benefits.
Her approach creates a culture of growth and paths for development within organizations. The result is real business impact that maximizes the effectiveness of its best people and their knowledge of its customers.
Under Meg, the People team serves as the connective tissue of the organization. Adopting a transparent, open, flexible, approach, her People team enables better ongoing service of customers through an employee experience that attracts and grows the best and brightest talent.