DTN reviews

This company is an absolute mess and senior / executive leadership has absolutely no clue what they are doing or how to run a company. The internal systems do not work and were never setup to work to support the teams. Client contracts are either non-existent or completely wrong because of the way the new system was setup yet leadership has threatened (in writing) there will be disciplinary consequences for anyone who does not hold clients to these fake contract terms. The billing is an absolute disaster. Senior leadership rolled out a new billing system but were not properly staffed or ready for it so when the migration happened, it basically broke the systems and there are still some clients who have not received invoices since February. 2024. The "contractors" they hired to fix this (mind you, they laid off 7-8 billing staff members 2 months before rolling this out knowing they only had 2 FT billing reps to support this massive undertaking) don't seem to be trained and with the volume of work, are unsure what's going on or how to manage the new invoicing. In combination with the contracting system that is basically useless, they send invoices to clients that are incorrect (services wrong, pricing wrong, service dates wrong) and then tell other teams that they need to fix it when the clients call upset. Products frequently have issues and there is no communication system setup to inform clients of annual price increases. Leadership makes consistently poor decisions that affect the clients AND all employees without regard to its impact, strategic planning, or truly, what seems to be, any thought behind it in general. It's amazing to have unlimited PTO but the teams are so stretched thin, the CSM's are insanely overworked and their account loads WAY too high. Some CSM's manage over 13,000 accounts on their own (for context, industry practice at most other tech companies are between 100-200 per CSM. The terms of service are not in line with standard tech industry so when clients have issues with the billing or service disruption and they want to cancel, they can't because their contract "auto-renewed for another 12 months" but they were NOT informed, the CSM's take the heat and are then expected to save the relationship. For newer contracts, it's not so bad because it is written in the TOS but most clients have been clients for 20-30 years so they have paper contracts "scanned into the system" dating back to the 1990's that do not list the TOS, yet we're still expected to hold them to these terms. Even when you take PTO, you come back to hundreds of emails from upset clients. Lastly, the company fires and "lets go" anyone who speaks up about these issues and/or puts the foot forward to try to actually resolve them. This leads to a culture of fear and instability in job security. No one gets promotions, progressions are non-existent, and internal "job opportunities" no where to be found for current employees. Compensation is also below market average for most positions and annual merit increases are rare. Almost all leadership are white middle-aged men. No DEI and no opportunity for women.

- The Leadership Team has no idea whatsoever how to run a company. They do not make decisions with the customer in mind, nor do they give any credence to if their decision making or lack thereof will cause their employees to have to double or triple their workload because of all of the issues that are going on with the back end systems - Leadership has zero accountability, so poor decisions continue to be made, compounded upon, and now the customers are feeling the effects and are starting to leave for other competitors with inferior products just to get away from the mess that has been going on internally because of the Leadership Team -Will consistently roll out new products without consulting the necessary teams, and will set those products live after promising the beta testing clients the moon and the stars, only for them to quickly become disillusioned once the product is live realizing that DTN sold them a fantasy bill of goods, and they were never going to make sure that the product was ready to go to market before releasing it to customers. - DTN rolled out a new billing system months/years before it was ready to be rolled out because they wanted to have something to show the board/other companies that might be interested in purchasing DTN. As a result of this, DTN still has not been able to invoice certain clients going back to February 2024, and the Billing Team is now manually having to check each invoice because they cannot trust the automated system because it is chock full of inaccuracies and was nowhere near ready to go live when it was rolled out. -Leadership refuses to listen to the people who are actually dealing with clients, much like a child with their fingers in their ears. Most of them have not had a book of business or multiple clients in decades, and they are completely out of touch with what the clients are saying about DTN and their level of frustration at how the company has devolved over the past 2 years. -Zero opportunity for growth. DTN does not reward hard work or loyalty with raises or promotions. Instead, if you go above and beyond in your work, they will just saddle you with more work because it's apparent to them that you can take it. If you request a raise, you are considered difficult and have to fight tooth and nail to scratch an extra percentage point out of them. They also do no do annual raises to even keep pace with inflation. There have been multiple years where despite a stellar performance review, there was no cost of living adjustment or salary increase, even though the workload has continued to compound due to all of the errors listed above by Leadership