Working remote, the company struggled with effective and timely communication. The heads of the sales team and customer success team expect their employees to work and talk together but it does not seem like they do themselves. Bonuses that are claimed to be tied to performance were not and inconsistent. It seemed more like a popularity contest. The discrepancy in pay increases and bonuses cannot be explained.
CSM's work extremely hard and tirelessly for (supposed to be "with" but it's "for") their APM's. CSM's are not compensated for the work they do. The main part of the job expectation is to make sure customers are satisfied enough that they renew, yet when we guarantee the renew, the APM (sales) comes and collects the check on top of all of the commission. You don't see a dime of it unless you have a generous APM who offers because they recognize your work.
They try hard to make it a great place to work but miss the mark a lot because they do not listen to the concerns of the employees. CSM's keep the programs up and running outside of the engineering room, but are treated like the bottom of the barrel.
Technology issues are a huge burden and the most consistent thing going at IL. CSM's are put in bad positions, because many times we were not notified about the issues (by the company who know about them), but would get blamed at the schools and would not know how to rectify the situation or even notify our customers. To our customers we are the face of Imagine Learning, so we had to "fall on the sword" every time and many times looked unprofessional because we were not informed and didn't have a "talk track".
Nepotism runs deep here and the ability for growth is very limited and leads to nowhere. Moral is starting to waver as micromanagement seems to be increasing. Upper management in for the field department could be much better and more knowledgeable about what CSM's do. Doesn't seem like a clear plan... many ideas get throw out with the expectation that we adjust to them, but then they are changed before you can even tell if it worked.
I hope they look at the areas that are hurting them and evaluate from the inside out...
