TSANet has completed the 2022 Election for the Board of Directors. Please congratulate the following Directors that have been elected for three-year terms:
Actian Corporation, part of HCL Technologies – Richard Long
Nutanix – Jason Longpre
UiPath – Deepak Chawla
Richard Long – Actian Corporation, part of HCL Technologies
TSANet Secretary – Richard is a Director of Technical Support at Actian Corporation, part of HCL Technologies. He is responsible for leading database, data integration and off-shore technical support teams.
Richard joined Actian in 2012 and has over 20+ years of technical support and support management experience. His responsibilities include leading several teams of support engineers and team managers on database, cloud SaaS and on-prem software and offerings. He is responsible for helping develop new strategic processes, procedures, metrics, Salesforce reporting and efficiencies. He is accountable for customer and partner relationships in his area, escalation process, cross-functional coordination with sales and engineering of escalation defect resolution, voice of the customer for product improvement and customer satisfaction.
Richard’s prior experience spans several different established companies and startups. At BigCommerse, an eCommerce SaaS shopping cart and licensed on-prem software he grew the support organization from a team of 5 to over 50 globally in less than two years which helped the company to its first round of VC funding. He spent 8 years with Vignette Corporation, leading Enterprise Content Management support teams, managing daily operations, escalation and ticket handling, and assisting to build out a Follow the Sun (FTS) program with support teams in Australia and the UK. His early customer service experience started soon after college working for IBM in the AIX Support Center, providing technical support and team leadership.
Richard holds a Bachelor’s degree in Health Care Administration from Texas State University. He enjoys golf, running, photography, travel. He lives with his wife of 30+ years in Austin, Texas and has two sons.
Jason Longpre – Nutanix
Jason Longpre is the Vice President of Worldwide Support at Nutanix responsible for Nutanix’s Award Winning Support Organization. Jason and his team pride themselves on delivering an exceptional customer experience with every interaction with a proven track record of an average of 90+ NPS over the last 7 years. Jason’s focus is on innovation, collaboration, continuous improvement, and team member satisfaction to deliver consistent results. Jason has also driven multiple cross-functional and organizational initiatives that support customer health, deflection, automation, and ease of use to deliver excellence at scale. Beyond product support, Jason’s responsibilities include Nutanix’s Partner, OEM, and Field Engineering teams.
Deepak Chawla – UiPath
Deepak Chawla is the SVP of Global Product Support at UiPath, the software leader in building automation platforms to have repetitive tasks performed by machines rather than humans. Deepak leads a team of close to 300 that provide Product Support to customers, work with Engineering to improve products, and enable sales to keep renewal rates very high. Global Product Support has won the CRMI award for superior customer satisfaction two years in a row with average CSAT greater than 90%.
Prior to joining UiPath, Deepak led the Worldwide Support team at Nutanix for 8 years, and built a global support organization of 700 people from scratch. The organization had an industry leading NPS for each of those 8 years and was the recipient of many awards from organizations such as TSIA, ASP Online and CRMI. Before Nutanix, Deepak held senior support management roles in both start-ups and larger corporations such as Sybase (now a division of SAP), VMware, and Cisco. Some of his specializations include building global and scalable teams, multi-vendor support, setting up communities and knowledge management systems, with a laser focus on customer satisfaction.
Deepak holds an MBA from University of Cincinnati, a Masters in Computer Science from University of South Carolina, and Bachelors in Computer Science from IIT in India.
Deepak was also a Board Member at TSANet from 2016-2021, and served as the Vice Chairman of TSANet for the last two years. He was also on the Service Cloud Customer Advisory Board at Salesforce.com for many years, and currently serves on the Customer Advisory Board of SupportLogic.