Potential doesn't mean a thing... - Customer Success Manager Digital.ai Employee Review

Management - This organization is incredibly top-heavy, which is built out on the basis of nepotism and a good ol' boys club. They'll complain about bureaucracy but all they're doing is building out levels upon levels of red tape and bureaucracy which slows down everything. They do not trust their employees. I was very careful when speaking that I did not say "Senior Leadership Team" as they like to call themselves as I personally do not feel anyone in senior management is truly a leader. They may have the title, but it's noone you would want to follow. Process Changes - It's very clear that when changes are made in the organization the changes are made by people who don't understand the day to day and impacts of those changes. For two years I asked for people who were directly impacted to have a seat at the table when it came to process changes. That never happened. When you roll out a process that doesn't work, you need to set your ego aside, admit it didn't work and find a solution - too many egos driven decisions. Metrics ,Metrics, Metrics - This organization has lost its way due to an over-reliance on arbitrary metrics. A company can easily lose sight of its strategy and instead focus strictly on the metrics that are meant to represent it.... This company has no true strategy for the long-term. They want to grow to $1 billion in valuation with no plan on how to get there. You aren't going to go from $150 million to $1 billion overnight. There are steps you have to take along the way in order to get there and you sure aren't going to grow to $1 billion if you can't meet sales goals and squeeze your customers for upsells without any real value add. Customers - Digital.ai management only focuses on what the customer can do for them. How can we get more out of the customer so we can meet X number... In order to do that they've drummed up a convoluted pricing strategy that adds no real value for the customer. Employee Turnover - Turnover is incredibly high right now. Part of that is related to the market.... They seem to be content with blaming the turnover on that. There is more to it that they refuse to acknowledge it seems. For every company that has something great to offer - Digital.ai could offer something great as well. Poor pay, a toxic work environment and ignorant management isn't going to lend itself to high employee retention. Career Pathing - there are no career paths here. "Selling teams" - When your CSM's do most of the work and you reward the sales team monetarily it doesn't create an environment that lends itself to working together. Your sales team and upper management view the CSM's as assistants. Also your CS team isn't there to process everyone else's random initiative that they want to throw out there and see if it sticks. You've got CSM's doing work that has nothing to do with adding value for the customer. It's frustrating for the customer and you're underutilizing talented CSM's who can and want to do true CSM work. Pay - People are grossly underpaid here (dependent on department) . This may have to do with the fact that they spend all their $ on VP's and GM's and whatever ridiculous title/office they can think of so there is none for the people who actually do the work. I knew I was underpaid, but when I started looking in the market I realized how bad it was. I'm talking anywhere from 50%-100% pay raises available for the same job at better orgs. Culture/Values - Culture is non-existent. Their core values are an acronym of their own name(shows where the priority lied in building those out).They do not live by what they say. For example "Integrity" is one of their core values -- integrity is table stakes these days. It's not what differentiates you from your competition and it definitely doesn't differentiate you when you don't abide by it. Integrity is an aspirational value at best, a flat out lie at worst. When it comes time for them to act with integrity they balk every time. *** Almost all these cons are around management. The people (workers/day to day management) generally speaking are fantastic and not the issue. They're all doing the best they can with the crappy hand they've been dealt and continue to be dealt by an either blind or ignorant management team.***