Glassdoor

2,0

11 mag 2020

Consiglia

Gradimento del CEO

Pronostico commerciale

Vantaggi

The people are smart and down to earth. My team was incredible. In my experience, my manager really cared about my development, provided actionable feedback, and was always supportive and encouraging. I had work life balance and while we worked from home during COVID-19, our people team went above and beyond to provide anything we needed.

Svantaggi

Where do I begin? The last year at Glassdoor has been a complete mess for Customer Success. Culture turned into nothing but gossiping and complaining. Even our Sales counterparts would make constant comments about how bad we had it. In hindsight, it was warranted because eventually it all blew up once the pandemic hit. Senior management is BAD, particularly in CS, and they are aware. They've shared our feedback of them and it's pitiful. They completely lack compassion in every single decision they make and constantly miss the mark. It started to become clear in the last few months that Glassdoor was really lacking vision and the ability to reinvent. Site traffic was down and our customers were bored with our offerings. CS superstars started finding new jobs/leaving. In addition, internally, there were many smaller announcements and decisions being made that were red flags to me. It felt like they were trying to cut costs in any way they could. An example would be, in Customer Success, they announced a re-classfication of employees changed us to hourly workers, and took away unlimited PTO (with no comparable alternative). This was all under the guise that it was "legally required" and "in our best interest" (so that we could get overtime). We all saw right through it. The announcement was tone deaf and dishonest. Teams started challenging the decision and then some were able to get reclassified and after feedback, they magically were able to bring unlimited PTO back (shocker) shortly before layoffs (meaning they would not owe us much if any vacation time). This is the constant theme of leadership, both in CS and company wide. There is always some shady motive to every decision. The fact that they were able to determine a layoff of 1/3 of the workforce was necessary so soon tells me all I need to know about the future of Glassdoor. They haven't been able to reinvent themselves and I'm sure it's only a matter of time before they are one with Indeed. I would have the same feedback if I weren't laid off.

Risposta di Glassdoor

Dear CS Alum Thank you for taking the time to share your perspective. I’m sorry that your experience with Glassdoor was not more positive for you. The last 2 quarters have been particularly challenging for Customer Success at Glassdoor. If I go back 6 months, the CS organization had among the highest levels of employee satisfaction in the company. Last quarter, we moved all CS roles to a “Non-Exempt” employment classification based on the advice of our Legal Team - this shift was difficult and upsetting for many. There was no motive underlying this change other than ensuring we meet our legal obligations to employees - it’s not accurate that this costs the business less money. It’s clear from your feedback that communication of these changes - mine and others - could have been better and I take responsibility for that. I also take responsibility for your experience as a member of the CS team at Glassdoor - I care about what you think and what matters to you, which is why I subsequently advocated for changes to the company PTO policy for Non-Exempt roles. I’m glad that the company now has an open-PTO policy for all Non-Exempt positions across Glassdoor, including CS. This quarter, we have had to say goodbye to many good people from CS as a result of the impact of Covid-19. I know this is upsetting and I’m sorry that you were personally impacted. I can imagine it would have been really difficult not having the opportunity to ask questions at the initial announcement, but I hope you had the chance to address all your questions in the follow up meeting with HR. If you still have unanswered questions, please reach out to our HR Team or contact me directly. In relation to my motives, my goal is to enable our team to be the best that we can in supporting our partners. I measure my impact by the experience of our clients, the experience of our team and the success of the company. I’m aware that I don’t always get it right, but there is no framework for my decision making outside of this. I wish you all the best for the future. Chris, VP Customer Success

Plenty of potential but heartless leaders - Recensione dipendente - Customer Success Manager presso Glassdoor

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