I was hired as an employee of Indio Technologies but as the result of an acquisition taking place in December 2019, I officially became an employee of Applied Systems in January 2022. I have to admit that Indio was hands down the best company that I ever worked for but when Applied made the decision to build an Adoption Services team and move the Indio CS org into this new model, things went downhill quickly. I am not averse to change, but the way in which this was handled was very disorganized and haphazard. What was once a well-oiled machine with Indio became an utter mess. We were even told "we're building the plane as we fly it". For a billion dollar company, this is an immediate red flag considering that we had a well-built product, team, and successful workflow with clients already. That was even one of the driving forces for bringing the Indio team over - their expertise in Customer Success. This move has already resulted in a ton of employee attrition, and client attrition will come with it.
In several months, no inch of progress was made towards a portfolio model for Customer Success aside from clients becoming upset with the ever-changing cycling of various Customer Success Managers (or being rolled off from having a CSM at all even if they were a tier 1 client - likely due to the low manpower as a result of so many employee exits). If anything, there have only been steps backward. I found this unacceptable.
As a result, I see little growth for this Adoption Services team should things remain the same. Change needs to happen, and I encourage the company to listen to its employees on how to better execute this new plan with its clients. I'm not sure if it's ego or lack of trust, but it has become clear to me that senior leadership isn't willing to listen to feedback, nor do they have any touch points with their employees to understand what is and is not working. There are a lot of smart people at Indio and Applied. My advice is to listen to them.
