Skip to main content

Management Team


The KANA management team brings decades of diverse experience and a history of success to the company. They are actively involved in our strategic direction and combine business acumen with technical savvy as well as valuable connections with a commitment to helping you create customer service experiences that really make a difference, now and in the future.

Mark Duffell

Chairman of the Board, President & Chief Executive Officer

With over 26 years of experience as a senior executive, Mark has led every function within a software business, including worldwide sales and marketing, strategic planning, international operations, development and support. Mark also worked with Accel-KKR as their operational advisor for the purchase and privatization of KANA Software, Inc. in 2009 before joining the company as CEO. Mark previously served as President & COO of Epicor Software Corporation, and received his First Class Honors Degree in Production Engineering from Kingston University, England.

Jeff Wylie

Chief Financial Officer

With global responsibility for finance, legal, IT and administrative teams at KANA, Jeff previously served as the CFO of LAGAN Technologies, acquired by KANA in 2010. Prior to LAGAN, Jeff served as CFO and COO of Meridio, a Republic of Ireland based international software house, and brings with him over a decade of experience in the enterprise software space. A graduate of Cambridge University, Jeff is a Chartered Accountant who qualified with Ernst & Young in London.

Chad Wolf

Worldwide Services

Chad serves as Senior Vice President of Global Services for Verint EIS and KANA overseeing the Consulting Services, Managed Services, and Education Services organizations worldwide. In this role, Chad brings over 20 years of successfully leading teams from an operational and IT perspective applying technology solutions to complex business problems. Prior to joining Verint, Chad led KANA Global Services through unprecedented growth across the Services business. Chad joined KANA through the acquisition of eVergance, an award winning CRM consultancy, where he was co-founder and served as President. Chad also held IT leadership positions at Sprint PCS where he was integral to enabling the post-startup customer acquisition and management strategy. He began his career as a process engineer at Parker Hannifin Corporation. Chad holds M.S. and B.S. degrees in Industrial Engineering from Kansas State University.

Vikas Nehru

Worldwide R&D

Vikas joined KANA in 2004 and has responsibility for the global R&D organization. He has been instrumental in leading the direction of KANA’s solution suite with senior roles across Engineering, Product Management and Marketing. With over 15+ years of experience in the customer service industry, Vikas is focused on understanding customer needs and bringing solutions to market that generate value, revenue and meet the functional and practical requirements of the end user. Vikas received his B.Sc. and M.Sc. in Computer Science from the University of Alberta, Canada.

Kenny Bain

General Manager, EMEA

Kenny is responsible for managing KANA customers, operations, growth, and profitability for the Europe, Middle East, and Africa region. Formerly with Ciboodle, Kenny served in a number of senior executive positions for more than 10 years, including COO and CFO. He was integral to driving Ciboodle’s global expansion and brings considerable knowledge of the customer service software industry. Prior to Ciboodle, he worked at PricewaterhouseCoopers where he was involved in a variety of business advisory services including M&A and IPOs across a wide range of industry sectors. He is a Chartered Accountant and has a degree in Accountancy and Economics from the University of Strathclyde, Scotland.

Brian Donn

General Manager, APAC

Brian heads up the Asia Pacific business for KANA and is responsible for strategy, growth, operations and profitability within the region. Brian previously held a number of executive roles for Ciboodle and Sword Group including regional managing director and CEO and has spent the past 12 years driving significant revenue growth and profit within overseas markets. Prior to Ciboodle, Brian worked in Consulting for Anglo-Dutch IT group CMG and also spent time in the Telco Sector with US operators AT&T Unisource and Motorola. Brian qualified with a bachelor degree of high distinction in Information Technology and Marketing through studies at both the University of Paisley and the Amsterdam School of Business. He has also studied on the MBA programme at Macquarie Graduate School of Management.

Wilco Rietberg

General Manager, Benelux

Wilco is general manager for KANA operations in Belgium, The Netherlands and Luxemburg, and also carries global responsibility for the KANA Express cloud solution. With 20 years of business development experience within the software industry, Wilco has a proven track record of bringing new products to market and building successful operations. In 2000 he founded Trinicom, a multi channel customer interaction management company with the mission of empowering organizations to have more valuable interactions with their customers, and lead Trinicom to a market leading position within the Benelux. Wilco has a bachelor degree in computer engineering, a Masters in strategic marketing, and an MBA.

Jim Bureau

Senior Vice President, North American Sales

Jim Bureau has more than 20 years of enterprise information systems experience with a broad set of large and entrepreneurial companies. His career began in the Supply Chain Management arena where he led direct sales efforts to large distribution centers. From there, he moved to 3M’s Health Information Systems division where he pioneered one of the early efforts in SaaS-based medical records. Mr. Bureau then served as Regional Vice President of Sales at Oracle Corporation, where he led technology and application sales for one of Oracle’s Eastern U.S.-based market verticals. After building a highly successful team at Oracle, Mr. Bureau joined the entrepreneurial efforts at Shared Health, where he partnered with Oracle to provide statewide health information exchanges. While Senior Vice President, Jim grew revenue from $0 to $35M annually while providing innovative secure solutions for the nation’s healthcare infrastructure. Upon leaving Shared Health, Mr. Bureau moved into the customer experience market where he built a highly successful sales organization for Pegasystems. Jim currently holds the title of Senior Vice President of North American Sales for KANA Software.

Amy Mosher

Vice President, Human Resources

Amy has responsibility for KANA’s global human resources strategy and staff. With more than twelve years of global human resources experience, she has contributed to the success of several progressive multi-national public and private companies in various industries including biotechnology, hardware and software. Her responsibilities include company-wide compensation and benefits, organizational development, talent recruitment, management and development, training, HR administrative services, and regulatory compliance.