Account Management/ customer success team is a joke. - Recensione dipendente - Account Manager presso NinjaOne

The VP of Customer Success is a real disaster. He lacks professionalism and struggles to separate personal relationships from professional responsibilities, often prioritizing friendships over skills and employee development. Directors were hand-picked and promoted based on personal relationships rather than merit or qualifications. The newly appointed direct managers after the restructure seem competent, but their efforts and ideas are often overridden by the VP and Directors, who display a lack of professionalism. Processes are poorly defined and ineffective. The Account Manager role is unlike that in most other companies. It includes responsibilities such as account restrictions, payment collection, customer updates, customer service, account growth, and aggressive sales targets. This undermines the customer success focus and puts client relationships at risk. In a desperate attempt to optimize operations, German staff was brought into US teams—despite having no understanding of the local context or how things function there. No 401(k) offered. While the company claims to offer unlimited PTO, managers have started scrutinizing requests and suggesting approvals are case-by-case. There are no structured growth opportunities or career development programs.