Lacks Empathy - Recensione dipendente - Account Manager presso OneSignal

Thank you for the feedback. Hindsight is 20/20, and I wish you would have taken some time to speak with me and the leadership team directly if you had concerns of this nature before your departure from OneSignal so that we could address them with you. The learning here is that we could’ve done a better job at communicating changes. I want to address some points you raised for current employees or those considering joining our team in the interest of transparency. [1] "The leadership team is generally out of touch, and rarely even talk to customers. … It seems to be anti-customer unless the customer has a problem or is confused and reaches out to support." One of our values is being customer-focused, and our leadership team regularly engages in conversations with customers. Here are some examples of how we do this: ** Each week, 15-20+ customer call reports are shared in our Call Report Slack channel. Our leadership team reads each of these, and they are discussed as they are shared or brought up in team meetings whenever we see an opportunity to improve. ** We have Deal Support channels for sales and customer success. In these channels, all members of our go-to-market team can loop in others from our leadership team, product team, or tech leads to join conversations with customers. I join multiple customer calls per week and speak with many more customers over email as part of our Deal Support program. ** One of our top-level priorities is customer health, encompassing goals across our support team, customer success, product, engineering, and operations teams. Every team at OneSignal has an important role in helping our customers succeed. Is it working? The data speaks for itself: We’re the highest-rated company in our category for customer satisfaction. We’re achieving this while supporting more customers than most competitors combined. Still, we know we can always do better, and we value feedback from our team and customers on how we can improve. [2] "The company culture conflates "responsive" for "productive.” Employees endure a barrage of distractions and requests to address non-urgent issues. Generally, people are not empowered, yet are expected to handle any and all issues with customers most often without any managers present, including any related to the product." As with all agile startups, we often have to wear many hats and handle many priorities. At the same time, being responsive is also key to empowering others. Empowerment is one of our Core Values, and we strive to live up to it. As such, all employees are encouraged to speak with their managers if they find that there are too many distractions or need help prioritizing, and they are also encouraged to submit feedback anonymously through OfficeVibe, especially if their workloads are becoming unmanageable. Customers depend on us, so being customer-focused is a team effort and a priority for everyone at OneSignal. [3] "The company regularly fires people, including senior contributors, without even sending a memo. The leadership team makes decisions without soliciting input and explains changes after the fact and without context. " Out of respect for impacted individuals, we don’t believe in broadly discussing why an individual was let go or making an announcement to the whole company. We don’t make personnel decisions lightly and oftentimes, these decisions are made with a lot of context that should be private to the people involved. While we understand that it could be jarring to see someone let go, we strive to ensure that the choices we make are in service of empowering each member of our team to be successful. When we do have to part ways with someone, we will always aim to provide them with guidance and support to find a role that is a better fit for them elsewhere.