We are delighted to announce Martin Gleadow has been promoted to Head of Customer Success at 3Squared.
We spoke to Martin about his journey through the company and how his experience in a technical background has led him to his new customer facing role, that will see him engaging and interacting with peers from across the UK rail industry:
What will be your main roles and responsibilities as Head of Customer Success at 3Squared?
As Head of Customer Success, I am responsible for understanding the challenges facing the rail industry and collaborating with my colleagues to align our products with these challenges.
A key question we ask ourselves of every implementation is “What does success look like and how do we measure it?” and as a team we use the insights gained from these discussions to support our customers.
We aim to develop a partnership approach with our customers, achieving success through a collaborative working relationship. We put the customer at the heart of how we develop and deliver our software, and the role spans across all the teams within 3Squared and multiple stages of the customer journey.
What opportunities are you looking forward to exploring in this new role in 2023?
I’m looking forward to hitting the ground running in 2023 – there has been a lot of work going on in the last quarter of 2022 to make sure we are in a great position to implement Customer Success.
With our product strategy looking at freight and logistics, people and safety, and data and analytics there is a broad range of exciting areas to explore and understand while we support the aims of the rail industry. I am particularly keen to see how some of our freight modal shift and logistics optimisation moves into customer usage, and how some of the ideas we have discussed with our customer user groups become reality within our RailSmart EDS Competency Management System.
What lessons have you learned from your previous role that you will taking into this role?
During my time in 3Squared, I have moved from a technical role looking after our infrastructure, through Customer Support and into positions looking at Innovation and Solution before taking on my new role in Customer Success. This has given me a rounded view of the various moving parts within 3Squared and extensive exposure to rail industry customers.
The key lesson really is to always listen and make sure you do not make assumptions about how or why people are doing things. Key to customer success is understanding the customer context which you only get by immersing yourself in the world of the customer.
What does this focus mean for 3Squared’s customers?
The focus on Customer Success means our customers are going to know they always have someone on hand to assist them with challenges they face, and to help with reviewing options for meeting business goals. We are also going to build upon the work we have done with User Groups to ensure all customers have a voice in the direction and development of our software and will seek to facilitate cross industry collaboration to share best practice and improve operational efficiency through common working practices.
How integral is the commitment to customer service at 3Squared?
Customer Service is key to 3Squared, from first contact with us all the way through the relationship. With the customer at the heart of everything we do, it is imperative that we look after our customers and make sure they feel valued and listened to. When we do this, it benefits us all in achieving success for the rail industry which is ultimately what motivates us every single day.
If you would like to arrange an introduction to Martin, get in touch with us via hello@3squared.com
