Of Client service dept...
-Performance benchmarks are based on quantitative results rather than quality service.
-Your opinion unfortunately does not matter when its conflicting with that of management.
-Any suggestions or recommendations will fall on deaf ears.
-Questions to management will almost always be quickly deflected or left unanswered.
-You are not allowed to email your boss questions. (This was a specific instruction NOT to email)
-Getting trained and brought up to speed is an incredibly tedious process; there is no formal guide or handbook describing the context of your position, so you will find yourself asking the same questions due to the lack of context. The training is all hear / say / look, there is no hands-on involvement. Prepare to sip coffee for two weeks while listening to the same presentation 20+ times. That is your training.
-The wonderful Sales / CRM referenced above will make your life miserable unless you really know how to utilize it; unfortunately there is no training on the CRM which inhibits you from operating on all cylinders. You will find yourself with over 1200 tasks (due to ridiculous backend scripts) which you will have to roll over to the next day on a daily basis. (Yes, 1200, not 120)
-You will be asked to constantly call your clients (4 hour minimum daily call time) to consult with them in an effort to earn them more government contracts, however no education or content is provided on how to achieve such results (other than comparing prices on the SP database).
-Although I was told many times "I don't want to micro manage you..." You will be micromanaged.
-There is a STRICT no work from home policy (Odd considering the only metrics they truly care about is call time, emails sent, and retention %) ... all you need to do your job effectively is a stable internet connection. There are ominous expectations that you respond to client emails and help desk tickets (3 AM rule ...)
-You will be dealing with a lot of clients that want to cancel their service, and you will be told "No, they can't leave".
-Radically liberalized western management style (everyone gets a trophy for achieving minimal results, and you are told you will all have the same skill set and be equals in every regard).
-You will be responsible for over 300 clients. Aggregating average values, the total opportunity value for 300 clients will be ~ $900,000. You annual salary will be less than 4% of the total opportunity value you are expected to maintain.
-This is bottom of the barrel for SaaS Client Service compensation, considering the stress of the job, micromanagement, and lack of opinion, its simply not worth it.
-All calls are made over VoiP, and 15% of those calls will either drop or contain heavy static interruptions. This can be extremely stressful.
