I wouldn't say that I feel valued as an employee, but the perks help me feel a little better about coming to work. The people make this place great, but the work expected for the Services department is outrageous. The Customer Success department is no doubt the most important part of the product lifecycle, yet we are treated like the poor stepchild. This is a California-based company, so many events are held throughout the year where Dallas teams have to deal with their already-overwhelming case queues, plus cover Santa Barbara teams while they get to go and have fun. The Dallas office no doubt works harder than others, yet we won't get any additional compensation or bonuses.
The sales team is the only team that makes commission and gets praise for bringing on new clients. Most of the time, they sell clients on features that are not supported, and our team looks like the "bad guy" for providing clients a workaround or telling them what they don't want to hear. It's up to Onboarding and Customer Success to keep clients happy, but it's almost impossible with the work expected of us. We pride ourselves on 24-48 hour response time, but that response time is getting higher and higher due to supporting chat. Chat is essentially immediate support, which is against our traditional values. Not only are you expected to call clients when scheduled, but you also have to respond quickly to submitted support requests, yet resolve immediate chats that come in. On top of this, managers expect you to meet certain metrics and keep a positive attitude, when everything is crumbling around you. In 2019, we were expected to have a surge of new hires, but at least half of the amount hired quit within the same year. The higher-ups have never been more out of touch with the company and will continue to see high turnover if processes do not change soon.
