Mounir Hilal is chief customer officer and executive vice president at Upland Software. Hilal, who leads Upland’s global Customer Success Organization has two decades of experience in customer success and professional services. Hilal is a frequent speaker at industry gatherings around the world. And he contributed to the books The Rise of the Project Workforce: Managing People and Projects ?in a Flat World and Professional Services ?Automation: Optimizing Project & Service ?Oriented Organizations.