FTAPI Diaries: From customer to colleague – Erol’s journey to FTAPI

Erol has been a customer success manager at FTAP since February 2025. On the blog, he shares a few insights into his daily working life and talks about how he went from being an FTAPI customer to an FTAPI employee.

You were an FTAPI customer first – how did you end up working at FTAPI? When was the moment you thought, “That’s where I want to work”?

During the handover from Sales to the existing customer team, I had a lot of contact with several FTAPI employees from both departments. Working with them was always professional, pleasant, and defined by an open, appreciative atmosphere, which really stuck with me.

When I finally told my then FTAPI customer success manager that my company would be appointing a new project manager because I was looking to move in a new professional direction, she asked me outright, “Why don’t you apply at FTAPI?” That suggestion made me think – and it was the start of a new chapter for me.

What is your role at FTAPI?

As a professional customer success manager, I’m the central point of contact for our customers when it comes to our products – with the exception of financial matters or technical faults. My goal is to support our customers in the best possible way, help them with any questions, and ensure they get the greatest possible benefit from our solutions.

Which experiences from your time as a customer help you most in your new role?

I clearly remember what I valued most as a customer: the respectful treatment and genuine support I received from my customer success managers. I want to pass on exactly that experience to our customers.

I also know our customers’ challenges first-hand, so I can really put myself in their position. In addition, as a certified business continuity manager, I bring specialist knowledge that’s crucial in many use cases. And last but not least, since I used to be an FTAPI customer myself, I know our product from a user perspective. That helps me enormously in my day-to-day work.

What does good customer success mean to you – and how do you plan to implement this at FTAPI?

For me, good customer success is all about availability, reliability and friendliness. Customers should feel well taken care of and always know that we’re there for them. Openness, interconnected thinking and empathy are essential components – only then can genuine customer satisfaction arise. These are exactly the values I intend to uphold at FTAPI and actively bring into my work.