Kimberly May, Senior Vice President of Global Technical Support at SAS, has developed a keen insight into customer relationships during her 24 years of leadership experience in the software field. She balances her passions for an excellent customer experience and a satisfied, high-performing staff by creating an exceptional support model. This dynamic model enables customers to use multiple channels, such as social forums and chat, to address their issues and leverages staff expertise to create robust online resources. Understanding that change is the nature of business today, Kimberly fosters a collaborative work environment in which experts leverage each other's knowledge to efficiently address customers' issues and to continuously learn.