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Vinod
Kumar
VP, Customer Success
GAVS Technologies
As the Vice President of Customer Service at GAVS Technologies, Vinod leads a team of over 20 professionals who deliver high-quality and innovative solutions to our global clients across various industries. He has over 20 years of experience in IT service management, software project management, and network engineering, and holds multiple certifications, including PgMP, PMP, CSPO, SMC, ITIL, CCNA, CCNP, CCSA, CCSE, Aruba Wireless, and JNCIS-SEC. Vinod's mission is to ensure customer satisfaction, loyalty, and retention by providing strategic guidance, technical support, and continuous improvement to our service delivery processes and practices. He also collaborates with other senior leaders and stakeholders to align customer service vision and goals with the company's overall strategy and values. He is passionate about leveraging cloud technologies, agile methodologies, and servant leadership to empower his team and enhance customer experience.
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28 January 2026 14:45 - 15:15
Fireside chat: CS Ops for the future - Redefining roles in customer success
As Customer Success evolves, the question of how to structure teams and roles for the future is more critical than ever. This fireside chat will explore the strategic role of CS Operations in preparing for a new era of customer engagement, where AI and rapid technological change are the norm. Join us as we discuss how to define new CS roles, train teams to collaborate with AI-powered tools, and break down silos between Customer Success, Customer Experience, and Customer Support. We'll delve into what the ideal org structure looks like as your company and tech evolve, and how to ensure your team is positioned to drive both customer value and revenue growth. This session is for leaders looking to build a resilient, adaptable, and highly effective CS organization.