We’re thrilled to welcome Suvro Khan as Titan Cloud’s Senior Vice President of Customer Success. After more than fifteen years in the software and technology space, Suvro has seen firsthand the importance, and the evolution, of customer success strategies. We sat down to get his take on how this key role will add to Titan Cloud’s client-centric approach. 

You’ve worked in the tech sector of several industries. What do you see as the common thread in terms of supporting customer success? 

Customer success for software companies in any industry revolves around understanding the customer’s goals and needs. But those who do it successfully have one thing in common, which is taking a proactive rather than a reactive approach to that. They avoid the pitfall of landing in constant problem-solving mode for customers who aren’t getting what they need out of the solution.  

Instead, strong customer success teams act as trusted advisers. We’re technologists whose job is getting to know their business well enough to understand their goals and challenges. To do that, we must invest time with customers to understand their daily operations, get to know the different stakeholders involved, and then map out the two or three best ways to get where they want to be. It means fostering real relationships, prioritizing proactive communication, and providing exceptional service tailored to the customers’ needs throughout the entire process. 

I consider customer success to be an internal role as well. Within our own organization, we need to act as an advocate for the customer, organizing what we’ve heard and learned, then figuring out how to convert that into actionable responses. It may even stretch beyond the product or engineering to something financial; we may look at how and when we bill for services, for example. It all matters.  

You’ve been focused on client success roles for most of your career. How have you seen the role evolve over that time? 

The role of customer success in the software industry has evolved significantly. Businesses understand now more than ever that in optimizing technology, there’s a tremendous opportunity to become more operationally efficient. At the same time, digital solutions can be complex; by proactively engaging with customers, we ensure that they can unlock the max value of the technology through product education, customer advocacy initiatives and an overall push towards servicing cross functional teams. 

There is also more of an emphasis on establishing an proactive cadence with the customer organization so we can also evolve as they evolve. In the energy, oil and gas industries, scaling operations is critical to business strategy—and can happen quickly. I was recently talking with a Titan Cloud customer who told us they’re going to be adding close to 150 stores in another state, which is tremendous growth for them. With that statement, we know their business is evolving. If we’re not already proactively working and adapting our solution with that customer, we’re not going to be ready to evolve along with them. Instead, we’ve already built a foundational relationship with that customer, strategizing collaboratively so we can support their expansion in real-time. We’re also simultaneously learning more about an entire customer base, enabling us to adjust how we position ourselves to future customers and evolve as a company. 

What drew you to Titan Cloud? 

Titan Cloud is focused on helping customers use technology to be more operationally efficient, which aligns with the value drivers and goals of what I view as a successful software company. I’m also tremendously passionate about building and scaling a world class customer success organization for a company going through a hyper growth phase. Titan Cloud’s recent acquisition of TRUEFILL is an example of the company’s commitment to integrating the most innovative technology available into the platform. We’re constantly moving forward to expand and provide customers with the most comprehensive, end-to-end solution possible.  

As Titan Cloud continues to broaden its global footprint, my team will also be working to ensure we’re well organized to support our clients in different time zones and deliver a consistent quality of service across regions. We’ll leverage local expertise to adapt and understand cultural norms and business practices, continuously finding ways to best serve our international customer base.  

Living in the Washington, D.C. area, what’s your favorite aspect of being part of a global team at Titan Cloud?

What I love about D.C. is the fact that it is rich in history and culture. Passing by the Whitehouse or one of the many famous memorials here never gets old. With so much around us, I enjoy hiking and biking with my wife and 8-year-old daughter. We also like to be adventurous, traveling the world.  

At Titan Cloud, nothing is more important to us than our customers; their success is our success. To ensure that each receives the personal attention, technical guidance, and positive experience they deserve, we rely on our Manager of Client Support, Jordon Sendecke.  

The Beginning: Chicago to Nashville

Jordon recently celebrated seven years with Titan Cloud. Not bad for someone who started with the company on a whim and only saw himself staying in Tennessee for a year.  

“I was in college when I heard from a buddy of mine about an open call center position at JMM Global. I got the job and stayed in that role for a few years, up until Titan Cloud acquired JMM,” says the Chicago native. “At that point Titan asked if I’d be interested in staying with the company and invited me down to Franklin to check out the area. I’d never lived outside of Chicago, so I thought why not? I’ll give it a year. Two years later I bought my house.” 

During that time, Jordon’s career grew within the company. His call center role led to an opportunity as the customer care subject matter expert for the team; he then moved into an account manager position. Today, Jordon is Titan Cloud’s Manager of Client Support, a job he says is equal parts project management and people management.  

“I have a team of eight support specialists. We work with customers on how to make the software work best for them, address questions, and take on some special projects,” he says. “Having started out answering phones, I learned a lot about the industry and what types of issues come up. That experience has helped me understand the needs of our customers today.” 

Serving customers and building a team.

While growing his career with Titan Cloud, the only thing Jordon says he values as much as client success is helping nurture the success of his teammates.  

“The most satisfying thing about my job is supporting my team. Recently, one of our staff members was on a call with a client and wasn’t sure how to help with a particular issue. I showed her in real time, the customer was thrilled, and she got great feedback,” he says. “She and I went over all of it later so she fully understood what we had done. Next time she’ll be good to go. That’s what I want: To see the people on my team, notice their hard work, support them, and help them get to where I am—or to surpass me!”

Enjoying Tennessee life 

Outside of work, Jordon can often be found playing with his dogs, golfing with friends, or traveling to the midwest to visit family with his fiancée Taylor, a NICU nurse who works at a hospital in Nashville. The two of them also like to golf together, and recently tried their hand at gardening, something they’ll be working on again this spring. 

Moving away from home, buying a house, growing in his profession, and now planning a wedding—Jordon has hit several milestones during his time with Titan Cloud. He looks back on all of it with gratitude. 

“I’ve always seen my career trajectory a certain way, and it’s going exactly how I want it to. Without Titan, I may not have ended up where I wanted to be professionally,” he says. “It’s a really good company and I just love working for them.” 

Karen Sackowitz

Content Marketing Manager

Karen Sackowitz, content marketing manager at Titan Cloud, specializes in sharing insights on the fuel industry and Titan Cloud's latest innovations. A collaborative writer and marketer, she conducts thorough research and works with experts to develop accurate B2B content. Skilled in SEO and multi-channel distribution, Karen excels in simplifying complex concepts to engage audiences effectively.