Our latest Forward Thinker is Paul Sanders, Customer Success Manager at Forward Solutions.

Paul, who is originally from Doncaster, South Yorkshire, joined Forward Solutions in 2004 and began his career at the company working within the Support team.

Prior to this, he worked for an Italian road freight company known as Sitir UK Limited, as an Export Manager for 15 years, where he first used Forward Office, which gave him an insight into how Forward’s software supports customer operations.

This transport industry insight is invaluable to the team at Forward, as his industry knowledge has allowed him to understand and communicate effectively and efficiently with customers.

While working on the Support desk, Paul became more involved with the Customer Success Managers, by assisting them with on-site customer training. This work led to him being promoted to Customer Success Manager in 2018.

The main priority of this role consists of providing support to the growing customer base and the Forward Solutions team. He arranges training sessions with customers on different aspects of the system and familiarizes them with the product, while also supporting the internal team with outstanding tickets and the training of new starters.

Paul added:

“Being able to get out and interact with customers is a part of the job that never gets old. Having the option to communicate with them through Microsoft Teams has created more opportunities for us, but I think face-to-face interaction is my favourite part of my role.

“The system has always been continually developed and enhanced. Currently, a new user interface is being implemented. It is exciting to be a part of this next phase, and I am looking forward to seeing how the product is advanced in the near future.”

Looking forward, Paul is set on continuing to play a big role at Forward Solutions.

Outside of work, Paul is a huge Nottingham Forest fan and enjoys attending matches with his two sons. He is also fond of photography, watching cricket, and going to the cinema.