Meet Andy: The customer success champion helping dealers get more from Phyron

Andy is Phyron’s new Customer Success Manager. Based in East London, he focuses on helping our dealers and partners get maximum value from AI-powered video and marketing automation.

To get to know him better, we sat down with Andy for a short Q&A about his journey, his philosophy on customer experience, and why he believes Phyron is uniquely positioned in the automotive tech space.

Welcome, Andy! Tell us a bit about your background in automotive and tech

Andy’s career started at a peer-to-peer car sharing platform – “an Airbnb for cars” as he describes it.

From there he moved to another company in the same space, which gradually pivoted from pure peer-to-peer sharing into fleet management SaaS and car sharing for organisations.

“I ended up heading up customer success for our B2B customers, a mix of public and private sector. We’d built a lot of internal tools and eventually realised there was huge value in packaging those for fleets and pooled vehicles. That experience of working closely with customers through pivots and change has been really useful coming into Phyron.”

What will you be focusing on day to day at Phyron?

Andy joins the Customer Success team at the point where onboarding ends and long-term value really begins.

“My role is to work with customers after they’ve been onboarded to make sure they can navigate the Phyron products confidently, and that they’re genuinely getting what they need from us,” he says.

“That means helping them connect the dots between what the platform can do and what they’re actually trying to achieve. Whether that’s saving time on content creation, improving consistency across channels, or just getting more from their inventory without adding headcount.”

In your view, what makes a great customer experience?

For Andy, it starts with listening. Properly.

“Understanding what’s important to each customer is everything: what problems they’re trying to solve, what success looks like in their world,” he says. “It’s no good running off with your own assumptions and saying, ‘We’re doing brilliantly,’ if that’s not what they’re actually in it for.”

He’s seen the opposite up close. A recent attempt to fix an issue with his home broadband stands out as a textbook example of what not to do.

“I could tell the support team weren’t really understanding the issue. They were working off scripts, trying to fit my problem into a box it didn’t belong in. You walk away thinking, ‘No one’s actually listened to me here.’”

That experience reinforces what he wants Phyron customers to feel instead.

“If you can combine a real understanding of a customer’s situation and industry with a human relationship – empathy, honesty, a bit of flexibility – it goes a long way. People remember when you genuinely listen and don’t just treat them like a ticket number.”

What made Phyron stand out in the automotive tech landscape for you?

For Andy, the big thing is how Phyron tackles one of the toughest bottlenecks in modern marketing: content.

“There’s a huge roadblock for so many companies when it comes to creating the kind of content customers expect – especially video,” he explains. “Done well, it’s incredibly powerful, but it’s also time-consuming and resource-heavy.”

Phyron brings in tools that remove so much of that burden. When you can automate high-quality video and keep inventory content fresh without burning out your team, that has massive value. On top of that, the product itself is very slick and looks great, which always helps.”

And when you’re not helping customers succeed, what keeps you busy?

Away from work, life is about to get even busier for Andy and his wife.

“We’ve been married for about three years, and we’re expecting our first baby soon, which is obviously consuming a lot of time and headspace – in a good way,” he laughs.

He’s also a big history fan.

“I’m always reading about history, everything from medieval to 19th and 20th century,” he says. “The cliché is that it’s all so applicable to things that still happen today, but it really is.”

Sport is another constant. Andy follows football, golf and baseball, and – for the record – supports Chelsea.

Living in East London, he also makes the most of the surprising amount of greenery on his doorstep.

“There are more green spaces and forests around East London than people might think. I love getting out into nature for some fresh air – it’s a good reset after a busy week.”

With deep experience in mobility and fleet SaaS, a passion for listening to customers, and a genuine enthusiasm for where AI is taking automotive marketing, Andy is ready to help more dealers and partners unlock everything Phyron can do for them.