The con's: as of lately, there are many. And the pro I listed above is rarely happening because our CEO sees no value in the CS team and continually pigeon holes this team as CPC bid adjusters with little value to add. This view then trickles down to the sales leadership team who then also treats the CS team as their glorified secretaries and limits the team to make any strategic input with customers.
But, here's the problem...the CSM/CEM team is over it, if you really think the value of this team is so marginal...then you hired the wrong people. The people on this team are smart, innovative, strategic, and dedicated to Glassdoor...and you give them no way to drive value.
Robert-you have to read this review and understand that your lack of perceived value of this team has immense impact on morale. You can claim that yes of course you care and you value this team, but we know what happens in those QBR's and we know deep down you just want a team that obsesses over pace and if things aren't perfect and if budgets aren't being spent-that's the fault of the CS team. Did we ever consider that perhaps, Glassdoor growth in terms of traffic could be a factor? Or perhaps that our tool never works and is constantly running into bugs? Or that our search results surface job board and organic jobs above sponsored jobs? There's only so much that can be done as a CSM/CEM and if the goal is to hire bots to sit and adjust cpc's-then you should fire all these people....because they are too talented, too driven, too strategic, and too smart to sit in a company that doesn't value them.
Morale is low. Super low. People are leaving left and right, and something will have to change to keep this team motivated. More and more tasks are being asked of CSM's and none of them are strategic or insightful...it's more busy work and reports that could be automated.
The CS managers are not strong. All they do is acquiesce to the VP...and if you want to build a relationship with your team, then they need to know you're fighting for them on their behalf. Too many things are falling on our plates without any insight into the impact of the day to day. This team can't be successful if we don't enable the team to be successful. CS managers are spread too thin, they manage far too many CSM's and are unable to be help their team grow professionally. We should have more managers who can really help drive value to certain client scenarios and be that advocate. And we should be hiring managers that really challenge and evaluate why we are doing certain things and un-surfacing potential issues (rather than right now, it's all just so reactive)
Performance reviews are such a joke. All we're told all year is "great work, good job, nothing to report on here". As a result, the team comes into their performance reviews expecting a raise or promotion and they get nothing. There is no real time feedback and CSM managers have nothing to add. You have to give insight into how to grow professionally and this should be feedback that is happening throughout the year!!! It appears that the only way to really grow on this team is to throw a hissy fit and threaten to quit...which has worked for some on this team, and not for others.
