Pros
This review is specific to the Customer Success group. The CS team is being managed by a very able leadership and management team globally. They have extensive experience in this area. Your work profile as CSM is very good. Automation Anywhere practices the industry standard way of customer success. You are given an average of 12-13 accounts to manage. You will learn the basics of customer success here if you keep yourself abreast with what is happening industry wise. The team is very dynamic and contains people from mostly account management, sales and support background. The team gels well together. There is very less politics within your team or across functions which a good breather considering the organization of this size. You will get good support from other functions like HR or finance. Similarly, support, product or engineering teams are also responsive to you when they are engaged in any of the customer situations. Very good work life balance and flexibility to work from home.
Cons
Location- Vadodara is a nice city to stay in. However professionally you are far away from the action happening in your industry. No events happens here and you have close to no option to network. The only networking you can expect is through social media like LinkedIn. Team Members background- Mostly people in the CS team come from other tier 2 cities or from smaller organizations. They do not have an exposure of working in a big organizations. There approach towards some situations could be very raw. Also, the level of cracking jokes or making fun of fellow team mates could sometimes go to very substandard level. Team Hierarchy- Recently they have made changes to this and introduced levels like lead, manager and senior manager. earlier only Sr CSM level was there. Also with this change they have promoted few people to the lead level and bifurcated the team to report to them for all the daily matters. This has diminished your reach to the management level. Also, the people management skills of the people promoted is questionable. An experienced person who is looking for learning in terms of professional growth find this a negative aspect as the people promoted do not have the wisdom and exposure. They are no doubt good at product knowledge, but can they enhance your growth as a professional is a question. However, the current Director Customer Success for Vadodara is doing a good job in managing everything.
