With the role, after some time with the company you can and will still feel like you're drinking from a fire hose. With so many products, functionalities, and complicated UX, this role can become very overwhelming quickly. Training and onboarding was a one size fits all approach that did not allow me to feel set up for success in an actual customer scenario. You will finally feel somewhat comfortable in your role after one year, but even then you will find yourself having to go back to your team or leadership to find the answer. Leadership is very good with their response, however getting help from any other team seems to feel like pulling teeth.
What iCIMS can improve is how they set expectations with their customers. Between changes to nomenclature of the names of products, changes to roles over the past two years, and structure for support the customers tend to not understand expectations and processes (i.e. which role does what). They do offer work life balance with unlimited PTO, however if you are not working 7-6 every day you will fall behind with your work.
This company has potential to be great, but there's a lot of work that needs to be done to make the support teams feel like they are set up for success. As a result, a lot of the customer base has become jaded to call into support due to the lack of experience or feel the need to contact their AM/CSM to get a fast response, however the customer typically has more product knowledge than the AM/CSM so we are unable to assist.
