Unhappy Customers - Recensione dipendente - Customer Success Manager presso Genesys

I dread going into work everyday. Customers are unhappy, the products don't work as documented or have long outages. No one takes ownership of these issues and they choose to blame external factors like Amazon or the customer's network. I feel alone in that I have to face these upset customers on my own. I empathize with them, their jobs are on the line, and I can do little more than offer them service credits. Morale is poor and turnover is high. We're overworked, we all have too many accounts assigned to us and its tough to keep everything organized. Upper management keeps telling us help is coming, that there will be more headcount, that the product is improving, but they have been saying the same thing for 2 years now. Nothing changes.