Leadership at its BEST! - Customer Success Manager (CSM) Net Friends Employee Review

Thank you for taking the time to write out your perspective. We agree with you that our company has many positives like our remote-work-centric culture, our compensation plan, and excellent growth and learning opportunities. We are open to suggestions about whether our paid time off policies are sufficient, as we provide 5 days of paid sick leave, 21 days of paid time off, and recognize company 8 holidays. We did recently dissolve our legacy Field Services team, combined with sunsetting a legacy service that involved technicians going onsite to customers on a consistent fixed schedule for 4-hour blocks of time. One of the primary reasons we ended this legacy service was based on negative technician feedback about this legacy service. Over the last several weeks we have been aligning the IT Experts on the Field Services team with new duties on a case-by-case basis. This is to ensure these team members are feeling like their skills and talents are well utilized. We did make changes in how our projects are managed due to various challenges we encountered with several critical projects, which did require us to make some personnel changes - this is likely the basis for the comment about "rapidly dissolving of teams resulting in layoffs". While we had both our customer's best interests and the best interests of the technicians who are impacted by project implementations, we can see that these changes could be seen as sudden. Time tracking isn’t on anyone’s list as a fun part of the job, but there are many benefits to it. First, time tracking puts both the technician and the company in the best possible position whenever there is a dispute or post-incident review on any issue. All the ticket documentation and time recorded helps us also look for coaching and mentoring opportunities to help everyone improve their technical and soft skills. As you likely know, we put a lot of emphasis on training and helping bring out the best in everyone. We also use time recorded on tickets in our ongoing analysis of how to accurately price our contracts and projects, ensuring we can maintain the right balance of being profitable and affordable to our customers. While time tracking is a necessity, we are always looking for ways to reduce the load on all staff and remain open to any tools or ideas that can make this part of the job easier. We readily acknowledge that our decisions and their execution cannot be perfect, and we welcome feedback about how we can improve. Please use your team's regular Level 10 meeting to bring up any Issues you have so we can discuss and work on solving them. Please also consider bringing up these topics in our regular Employee Advisory Meeting, or requesting a 1:1 meeting with your manager, a Director, or any of the Officers as well so we can better learn how we can improve our business from your perspective.