Our employees are at the heart of our business. It’s their dedication to customer experience and their passion for technology that drives our business forward. This month we would like to highlight Sanjay Arora, TPx’s VP of Customer Engagement Strategy. Sanjay’s role at TPx is critical in helping provide the best experience possible to our customers. Read on to learn more about Sanjay.
What led you to join the TPx team?
TPx is highly regarded in the marketplace and has broad and compelling service offerings with best in class technology. The potential for growth is unlimited, so when a position opened up where I could work with some past colleagues that I really respected, I welcomed the opportunity.
What’s it like working at TPx?
It’s a really dynamic place to work. As a managed services provider (MSP), we work with best-in-class technology partners to determine what products are the best for our customers and partners and build new innovative capabilities around them. With technology constantly evolving, there are new opportunities for us to also evolve and always improve our service offerings.
What do you think makes our team culture unique?
TPx has a tightly knit group of people who are not only dedicated to our customers but really understand what our customers need from us, and they work every day to make that happen.
How did you get started in the industry?
I’ve always been drawn to technology and excited about what’s new and next. The MSP market brings all the best technology together.
Customer experience is such a hot button topic in today’s landscape, why is it important to focus on customer engagement?
Having leading technology is only one part of the puzzle. You also need compelling service offers to accompany that technology. Being able to architect customer engagement capabilities ensures that customers are getting as much value out of all our offers that they can. One of the things we focus on is understanding the original reason why a customer may have purchased a product and finding new ways they can leverage that technology. It’s how we truly become a partner for our customers instead of just a vendor.
What’s the most interesting project that you’ve worked on at TPx?
Working on the service excellence program was really exciting. The service excellence initiative was a kaizen-like program led by our Operations team. Employees across the organization worked together to make a lot of incremental improvements to internal and external processes during a very short time period. It was an important project that helped improve our service experience for customers and employees alike.
What’s one thing you wished people knew about your job?
It’s fun and rewarding to do something that has a direct impact on our customers. Creating a great customer experience means working with everyone across the business to deliver compelling and useful products and services for our customers. It is really wonderful to see how every part of the business comes together and is focused on customer experience.
What advice would you give someone interested in doing what you do?
Think about all the interactions where you’ve been the customer. Make sure you keep great notes on what went well and what didn’t. Things that made you stop and think that was a great experience are worth noting. Even if it was in a different industry like hospitality or retail, you can apply those same experiences to technology.
What’s your favorite aspect of working in the managed IT services industry?
The industry is constantly changing. There is always new technology that we can do due diligence on to see if we want to include it in our service offerings to deliver even more value to our customers.
What does diversity, equity, and inclusion mean to you and why is it important?
It’s important to have a focus on DE&I because it brings together diverse perspectives. You only know what you know. Having other viewpoints provides alternative means of looking at a problem. That’s how you fundamentally create innovation. When you can synthesize and solve a problem as a team, the wide variety of viewpoints makes creating effective solutions much more efficient and with better outcomes.
What’s the one topic you never get tired of learning about?
Information Security. It’s an everchanging topic. With new threats and new technologies to mitigate those threats, it’s always evolving.
Join the TPx team
Interested in joining the exciting world of managed services? Visit the TPx careers page to learn about our open positions.