Customer support software
Product professionals in Customer support software
These ten professionals have held product management and product leadership roles at customer service and contact center software companies. A reader can learn how these teams set roadmap priorities for support agents and managers, where AI and self-service fit, and how products get adopted by service organizations.
Professionals to explore
01—10Jon Aniano
LinkedInExperience: SVP Product, CRM Applications · Zendesk
SVP Product, CRM Applications at Zendesk since 2020; other Zendesk rows are SVP & GM, CX Products (since 2026) and Product Management (since 2019). Other listed roles include Chief Product Officer at Copper (2018–2019) and Senior Vice President Product Management at Salesforce (2017–2018). The highlight describes hands-on experience leading product vision, product strategy and go-to-market strategy.
Kathy Krucek
LinkedInExperience: Vice President of Product Management · Talkdesk
Vice President of Product Management at Talkdesk since 2021. Other listed roles include Sr. Director of Product Management at Talkdesk (2019–2021), Director, Product Management at NiCE (2015–2019), Sr. Product Manager at bswift (2011–2015) and Product Manager at Aspect Software (2006–2011). The highlight describes specializing in Contact Center Workforce Optimization (WFO) solutions and SaaS/Cloud technology.
Lucy Field
LinkedInExperience: VP of Product Management · Zendesk
VP of Product Management at Zendesk since 2024, with a Senior Director of Product row there since 2022. Other listed Zendesk roles include Director of Product (2020–2022), Group Product Manager (2020) and Lead Product Manager (2019–2020). The highlight describes leading a team of product managers as VP of Product for Zendesk OS, the core platform group.
Prashanth Padmanabhan
LinkedInExperience: Vice President, Product Management and Design - Digital Customer Service Applications · Talkdesk
Former Vice President, Product Management and Design - Digital Customer Service Applications at Talkdesk (2023–2025), and VP, AI Product Management - Forward Deployed at Talkdesk since 2026. Other listed roles include Vice President of Product Management - Digital Engagement at Talkdesk (2020–2023), Chief Product Officer at Axiamatic (2025–2026) and Vice President of Products and Design at Invesco (2019–2020).
Preeti Padiyar
LinkedInExperience: Senior Director of Product Management, Head of Retail & Consumer Goods Product · Talkdesk
Senior Director of Product Management, Head of Retail & Consumer Goods Product at Talkdesk since 2023; the highlight describes Talkdesk as a provider of AI Customer Experience Automation solutions for contact center software. Other listed roles include Director of Product Management, Industries Retail, E-Commerce & CP at Talkdesk (2022–2023) and Product Manager, Industry Cloud applications at SAP (2011–2022).
Ryan McGrew
LinkedInExperience: Vice President, Product, AI Agents & Self-service · Zendesk
Vice President, Product, AI Agents & Self-service at Zendesk since 2024. Other listed Zendesk roles include Senior Director of Product, Knowledge & Machine Learning (2022–2024), Director of Product, Guide and Gather (2020–2024), Group Product Manager (2019–2020) and Senior Product Manager (2018–2019).
Sean Rooney
LinkedInExperience: Director of Products · Genesys
Director of Products at Genesys since 2024; the highlight headline reads Director of Product, Agent Copilot. Other listed roles include Principal Product Manager (Agent AI Co-Pilot) at Genesys (2022–2024), Senior Product Manager (Conversational AI) at Genesys (2020–2022), Product Manager at HubSpot (2019–2020) and Product Manager at BAE Systems Digital Intelligence (2017–2019).
Tali Bartal
LinkedInExperience: Head of Product · SupportLogic
Head of Product at SupportLogic since 2026. Other listed roles include Director of Product Management at SupportLogic (2023–2026), Senior Product Manager at SupportLogic (2022–2023), Senior Manager of Product Management at Zebra Technologies (2019–2022) and Director of Product Management at Profitect Inc. (2012–2019). The highlight says Bartal owns the full product strategy for SupportLogic's SX platform, including agentic AI workflows and Precision RAG knowledge systems.
Vasu Ramanujaiaha
LinkedInExperience: Director Product Management, Genesys Cloud · Genesys
Former Director Product Management, Genesys Cloud at Genesys (2019–2022); VP Product Management at Freshworks since 2025. Other listed roles include Sr Director, Product Management at Five9 (2022–2025), Director Product Management at Genesys (2013–2019) and Sr. Product Line Manager at Genesys (2009–2013). The highlight describes leading platform strategy and execution at Freshworks, from MCP gateways and agentic AI to integrations and channels.
Venki Subramanian
LinkedInExperience: SVP of Product Management · Freshworks
SVP of Product Management at Freshworks since 2025; the highlight describes product management for the CX portfolio including Freshdesk, Freshchat, Freshcaller, Freshsales and Freshmarketer. Other listed roles include SVP of Product Management at Reltio (2022–2025), Sr. Director - Product Management, Customer Service Management at ServiceNow (2017–2019) and Product Management Sr. Director - Customer Service & Field Service at ServiceNow (2015–2017).
Choose the right perspective
Match the person's product area, such as ticketing and help desk, contact center and workforce tools, knowledge and self-service, or AI agents, to your decision, and check whether their relevant role is current or past. Ask them for one product decision that changed how support teams worked.
Questions to take into the conversation
- 01How did you decide which requests from support leaders made it onto the roadmap?
- 02Walk me through launching an AI or self-service feature. How did you measure whether it actually reduced agent workload?
- 03What made large contact center customers hesitate to switch platforms, and how did your product address it?
Reaching product professionals in Customer support software
How can I contact one of these product professionals in Customer support software?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 5 companies, including Zendesk, Talkdesk and Genesys, based on profile data retrieved on October 1, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach product professionals in Customer support software?
You choose the offer, starting at $5 per person. It includes Instant Expert's 20% fee, so an offer that pays the person $100 costs you $125. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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