Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, today announced it has strengthened its leadership team with the appointment of Michelle Burrows as Chief Marketing Officer (CMO) and David Nelson as Chief Financial Officer (CFO). Both Burrows and Nelson will play key roles designed to position Serenova for rapid market expansion in one of the most promising sectors in the customer experience ecosystem.
In her role, Burrows will lead Serenova’s global marketing functions including strategy, brand development, communications and demand generation. She will provide strategic direction for the company, working closely with the executive, sales and product teams to help Serenova broaden its footprint in the contact center market across geographic regions.
Burrows brings extensive experience in marketing and leadership. Most recently, she served as vice president of marketing and analytics at Comcast Business where she also led the customer loyalty contact center. Prior to Comcast Business, Burrows served as the vice president of Demand Marketing for inContact (NICE inContact). She has also held key leadership positions at Rally Software (CA Technologies), Verint Systems and Genesys Conferencing (West Corporation).
“Michelle’s vast experience in both marketing leadership and business expertise will be valuable for the Serenova team as we continue to grow and expand across the global contact center market,” said John Lynch, CEO of Serenova. “Her track record of growing technology businesses in the contact center industry makes her a vital addition to the leadership team, and we look forward to working with her as she expands the reach of the Serenova brand.”
Nelson has also been brought on board as Serenova's CFO. As Serenova experiences rapid growth and increasing demand for its contact center solutions, Nelson’s strong record of scaling companies, maximizing revenue growth, and driving profitability will be key components of the company’s success. In his role as CFO, Nelson will drive corporate finance, operations, and investor relations at Serenova.
Nelson has more than 30 years of financial management experience in the CFO role, both with private equity and venture-backed software and SaaS companies. Most recently, he was CFO of Periscope Holdings, a private equity backed, $30 million SaaS provider of enterprise and small and medium business procurement software solutions to 9,000 customers. Prior to that, Nelson was CFO at Q2 eBanking, a venture-backed SaaS provider of online, mobile, and security banking software that he led to IPO in 2014. He previously held similar executive positions at Trillion Partners, Salion, Hired.com, and Merrin Financial, a division of ADP.
Serenova Executive Team
These additions round out Serenova’s leadership team, which includes: Chief Technology Officer, Pascal Vincent; Chief Operations Officer, Julian Critchfield; Chief Product Officer, Matt Despain; and Vice President of People, Meg Marsh; and come as the executive team continues to evolve with John Lynch, former executive vice president of sales, ascending to CEO in Q1.
Lynch’s well-rounded history in leadership and business management make him well-positioned to lead Serenova through its next phase of growth. He is a proven leader with more than 20 years of experience building enterprise software teams, resulting in over $1 billion in revenue. Lynch has been with Serenova for more than two years playing a critical role in leading the global sales program as the company has driven an evolution in the CCaaS market with its introduction of CxEngage.
Prior to joining Serenova, Lynch was the senior vice president of global sales at Vendavo, a private, equity-owned leader in the price optimization space. Lynch 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 $100 million in SaaS growth in three years. He served as director of North American sales for more than six years at Nuance Communications. During this time, his teams contributed significantly to Nuance’s massive growth from $60 million to $1.5 billion in revenue and 27 acquisitions. Previously, Lynch held key executive positions at leading technology firms, including Parametric Technology Corporation, NexPrise, Division, and Altos Computers.
Serenova simplifies every aspect of the customer experience, from front office to back, to make life easier for you, your customers and your employees. The world’s most passionate, customer-focused brands achieve brighter interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova also has operations in California, Canada, the United Kingdom and Australia. Learn more at www.serenova.com. For live updates, follow @SerenovaShine.