Employee Spotlight: Tom Martin
By Toni Buffa Posted January 13, 2022
Today the spotlight is on Tom Martin, Director of Customer & Partner Success. Tom works closely with customers to foster, advocate and assist them. Tom’s main goal is 100% customer satisfaction while challenging current processes to help customers gain efficiencies and grow utilization throughout their organization. Tom has become a vital member of the Integrify team over the past 4 years. Thanks for all you do Tom!
Tell me about your role at Integrify.
I am the Director of Customer and Partner Success which equates to getting to work with our amazing customers and partners. My main goal is to ensure that the customer's expectations for the software are being met or exceeded. One of the responsibilities is to take the ideas or feedback that I learn from working with our customers back to our DEV team and those ideas help shape what features get added to the software.
How long have you worked at Integrify?
I started working at Integrify – January 2nd, 2018 – so a little over 4 years ago. But I was also a customer/admin of Integrify for about 7.5 years before!
Can you tell me about going from an Integrify customer to becoming an employee?
Where I worked previously they had purchased Integrify prior to my arrival. I completely rebuilt the workflow and after the relaunch saw the positive reaction that Integrify was receiving. After that, I realized that we could use Integrify for so many different areas of the business and ended up doing just that. The software made us a better, more transparent company and pushed us to have common goals which were customer-focused. I fell in love with what Integrify could do.
Over the years I had developed a relationship with several folks at Integrify and I became intrigued by the idea of bringing my experience with Integrify to other companies, to show them what was possible. After talking with Dave (Willsey) about my idea he explained that the company was actually interested in creating a Customer Success team to help customers get more out of the product. Luckily for me, I was part of that plan to build it.
How has your role developed over the years?
My department has a concentrated effort on doing everything we can to exceed customer expectations. We have user events, trainings, webinars as well as building out over 30 (and growing) workflow templates that customers can use to turbocharge their usage. Some customers I talk to a couple of times a week, others it might only be via email a few times a year, but I want them all to know that I’m here, we’re here and we are listening to their challenges, needs, and suggestions!
What is something you love about working for Integrify?
Seeing how Integrify changes, challenges, and assists in the growth or improvements for our customers. Some new customers are skeptical, some are scared and some are just completely overwhelmed with bringing on a new system. To see that journey from our first conversation to where they are completely self-sufficient and bringing new ideas forward is energizing! I’ve learned so many things from different conversations or meetings with our customers. The relationship that gets developed is special and I do everything I can to ensure that we never let our customers down.
What kind of problems do you like to solve?
I see all problems as challenges that someone may or may not have had the right mindset or tools to solve. That’s one of the things that makes my job great. Sometimes it’s a large complex problem, other times it might be a minor annoyance that you think – “there has to be a better way” – Finding that better way, many times is a great adventure!
What do you like to do in your free time?
I’m a big-time sports fan (Go Pack Go, On Wisconsin, Fear the Deer & That’s My Crew) – I enjoy hunting, fishing, taking my dogs for walks, and above all, doing whatever it takes to see my wife and daughters laugh and smile fills my love tank!
Is there anyone in particular that you really enjoy working with?
It’s funny because Dan (Jankowski) and John (Bartlett) were the ones that trained me when I was a customer, so I feel like I’ve known them forever. Listening to them talk about Integrify, I always learn something new. Mike (Raia) and Tom Rezk are awesome teammates and sounding boards. They are both Chicago Bear fans, so as a Packer fan, every football season is especially enjoyable to be around them. Working with Roman (Pendzich) on projects, he has educated me on a number of different things both with Integrify as well as his culinary expertise. Really, the entire team is just filled with great people. We make a concerted effort to hire for culture and it shows. I feel blessed to be here.
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