Management Team

Marya Kaska, Director of Research and Consulting

Marya brings 12 years of professional experience in the field of customer experience management to CustomerImpact’s clients consulting with them in their program strategy, dashboard reporting and action planning. Prior to her current position, Marya led the European consulting operations for a US-based enterprise feedback management company developing programs for pharmaceutical, HW/SW, industrial, manufacturing, support services, and financial services companies. Her professional interests include cross-cultural survey research, quantitative research methods and the application of business intelligence methodologies. MBA Intl Mgmt, Monterey Institute, BA, UC Santa Cruz.

Tim Poyntz, Global Client Director

Tim Poyntz is Global Client Director at CustomerImpact, where he is responsible for sales and business development. Tim has an extensive track record working with many Global 1000 companies, including those in the Finance, Pharmaceuticals, Telco, and High-Tech industries.  He has had great success developing effective customer strategies, designing programs, and implementing global projects in the areas of Customer Satisfaction, Loyalty, and Performance Management.  Tim has successfully managed long-term customer relationships, growing company revenues through direct and indirect sales channels. Prior to joining CustomerImpact, he worked as European Client Director for CustomerSat, focused on increasing the European business through new clients and expansion of existing client programs. Before that he held senior consulting roles with eLoyalty and TCA Consulting.  Tim enjoys sailing, tennis, and rugby.

Monica David, VP, North America

Monica has over 25 years of professional experience in Customer Experience Management consulting, market research, and marketing. At CustomerSat, she most recently served as Chief Customer Officer; prior to that she was Vice President, Professional Services, responsible for developing the company’s basic survey methodology, including questionnaire design, sampling plans, appropriate business rules, and statistical analysis of data generated through the online survey system. Previously, she served as Vice President, Consulting, at Gartner Group, leading the worldwide Customer Satisfaction and Win/Loss practice. As a senior vice president at Prognostics, she managed its domestic and international customer satisfaction programs, and at Dataquest, as Group Vice President, she directed all the research and consulting activities of the Document Management Group. She is a magna cum laude and Phi Beta Kappa graduate of Smith College and was elected to Beta Gamma Sigma (business honor society) while completing the MBA program at Santa Clara University.

Tibor Darabont, Finance and Operations

Tibor brings 15 years of professional experience in business operations and financial management. At CustomerImpact, Tibor provides strategic advice on its operations and financial direction. His background includes working for companies such as Apple Computer, Intel Corporation, Cisco Systems, and Visa, in Europe as well as the U.S.  Prior to CustomerImpact, Tibor joined Hungarian Telecom’s strategy group, which drafted top management’s strategic initiatives. He holds a Master’s degree in Computer Engineering from the Czech Technical University in Prague and an MBA from Case Western Reserve University in the U.S. He enjoys traveling and playing tennis.

János Apáti, VP of Engineering

János has 14 years of experience in IT, managing, developing, and implementing enterprise applications.  He has also designed customer-driven solutions, delivering them to a diverse set of clients.  His programming and IT expertise has enabled him to develop educational software, build office management systems, as well as manage IT operations for various Budapest businesses.  Prior to joining CustomerImpact, he co-developed a web-based gas forecast management system for Égáz-Dégáz. At CustomerImpact, he set up and manages our European Data Center and is also responsible for the design, development, and quality assurance of all our products, including dashboards.  János has a Computer Science from ELTE University in Budapest. In his free time, he teaches philosophy at the international non-profit cultural association, New Acropolis.