8y
Thanks for sharing your feedback.
I would like to address some of the concerns that you have highlighted. Like any other startup we have had our pivots and changes. We started with a heavy managed service model, which does not mean there is no product component. It just means that we have a product and instead of customer directly using it, we manage it for them. This is very different from a services model where there is no product. Having said that, we were cognizant of this and have slowly changed that. As of today, more than 60% of our revenue is pure product.
For any startup, processes are implemented over a period of time. I agree there haven't been a lot of processes but that doesn't mean that the work is being done inefficiently. Yes, people do work here beyond what's in their JD but that's not because they are made to, but because they choose to.
There might have been some mistakes with respect to mapping of accounts among account managers. Our account list grew very quickly and it took us some time to sort out everything. I regret that you were at the phase where you experienced this.
I disagree that managers make you feel small or don't motivate people. On the contrary the managers work very closely with the employees, coach them and motivate them. Please understand that a hard conversation with an employee if they are not performing does not mean that the manager is belittling you.
I agree we have focused more on sales and a little less on customer success but that's because there are a lot of things that a young startup like ours doesn't know in the early days. This doesn't mean that we are not willing to improve. As we speak a proper customer success function is being built in the company. We started with a heavier sales focus because we wanted to quickly grow the install base, now that we have a sizable base, more aggressive farming has begun. Having said that this does not mean that there is no focus on customer experience, we deeply care about our customers and one of the core reasons why customers like working with us because of the experience we provide to them through product and our relationship.
A lot of things that you suggested are already in place. There is proper goal setting, exit interviews etc. The HR has always been empowered to work closely with employees and ensure they are productive.
I value your feedback and request you to speak with me directly. I will do my best to address your concerns.
