5 Reviews
You get full ownership of customer accounts and build relationships. Work is challenging and keeps you on your toes Good things are coming with the new HR, addressing retention, benefits etc.
The product is super buggy and it’s getting harder and harder to support customers, especially when all the scientists are gone In one fell swoop, the leadership has made the decision to kill customer success science and moved resources to a different team, leaving the job to the data analysts who understandably overwhelmed by the work and case load All the workload fell on the remaining scientists who were very overworked and frustrated, and have left too. This is the death of customer success, because this department relies so heavily on the success scientists to make model changes, dig into the model to answer questions etc. This is exactly the sort of thing that helped us secure renewals year after year, and now that this part is completely gone, customers are already complaining that they’re not getting the value. This used to be the value add that was differentiating us from competitors, but that’s gone now. My advice to mgmt: Treat your scientists with respect - imagine the humiliation of being kicked out of their own company’s event! This is the first time I’ve experienced employees being treated so terribly! And these are the people customers actually want to meet, why wouldn’t you let them build those relationships?! Now that’s there no equity, many CSMs are going to jump ship. This ride is only going to get tougher with a buggy product and no support from other teams. Make sure there’s an improvement on the processes in services - I see too many new people, hasty promotions to replace people who have left but no real training or process management is happening. The practice directors are inept and are delivering projects that are not quite complete.
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