Sinking Ship - Anonymous employee Backstop Solutions Employee Review

Thank you for the feedback. We agree that intelligent people are our most valuable asset. Yes, it’s true we have a lot of first time managers of people, and professional services has been a leadership talent training ground. We’re thrilled to have promoted former PSG leads to run our RM and Product departments within the last year. This movement, combined with 10% turnover on the team, does create the feeling of churn. We hope there is some good will and understanding for this type of turnover. Our preference to promote from within does create a learning curve for new managers, and we acknowledge that. You may feel like your individual needs are falling on deaf ears, and I can assure you it is unintentional. We constantly have to balance the wants and needs of individuals with the requirements of the greater good – our team, business, and clients. I would love to discuss this with you 1:1, to provide clearer feedback about timing and any development gaps. As for utilization - members of the Professional Services group do have utilization targets. These goals are communicated and measured frequently, which is a fairly common practice for teams that track time for client billing. Professional Services’ utilization targets have always included time spent with our clients, and our goal is to increase the time that we are able to spend with them to ensure that they are engaged, happy, and obtaining the benefits they want from our products. Having listened to team feedback from 2016 targets, activities included in utilization have been expanded in 2017 to keep them in line with overall company goals and client service. I’m excited about the road ahead, and we have carefully considered the big picture in these changes. My door is open to you and I look forward to working together to map a path forward.