Connecting the Dots – A SaaS Support Strategy

Your company is about to start selling its on premise product in a Software as a Service model. You can hear the groans ripple through your support organization.

But — Wait a Sec! The tough road ahead can be exciting and successful! We invite you to come explore with Paul, one successful strategy for enabling your customers’ success in a Saas environment.

About the Speakers

Paul Lake
Paul is the Director of Oracle’s Siebel CRM OnDemand global Customer Support team.Paul is a dynamic leader with over 12 years of customer service management experience.

Paul possesses a BSC in Computer Science from Cal State East Bay, and a Masters degree from San Jose State in Engineering Management. He has also been awarded Customer Support Management Certifications by the SSPA, the SCP, and San Jose State University.

Paul is a guest Lecturer for the Cal-State University East- Bay graduate studies Department of Public Affairs & Administration, and lectures on “Managing Change – Approaches and Challenges.”

In addition, he is President of the Osbeth Educational Foundation, a non-profit organization that awards global scholarships, to deserving and under-privileged students.

Oracle Support – Outstanding Leader Award Winner 2008.

Linda Sandgren
Linda is Director of Operations for Oracle CRM On Demand application and currently focusing on strategic operations. Linda joined Siebel in 1999 and became part of the Oracle team in 2006. She has been managing the Operations team since the CRM On Demand service went live in 2003. Her responsibilities have included ensuring operational readiness prior to go live, managing change execution and operational support teams, and ensuring service and availability requirements are met.

She was responsible for establishing operational processes for the hosted service including the processes between Operations and the Customer Support teams. Linda holds degrees in Chemistry and Computer Science from South Dakota School of Mines and Technology.