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Top Review Highlights by Sentiment
Excerpts from user reviews, not authored by Glassdoor
- "Great culture... sales is especially tough but rewarding." (in 41 reviews)
- "I came out of it a better person because of the support I received from some really great people." (in 22 reviews)
- "Good work/life balance" (in 16 reviews)
- "I feel like my senior leadership is invested in me as a person, supporting me in my goals, and care deeply about the people who report to me as well." (in 13 reviews)
- "training is phenomenal and gets you up and running quickly." (in 12 reviews)
- "Health benefits could be improved" (in 13 reviews)
- "Management is 99% men and most higher levels are brought from outside of company so they do not know much about how the company works or really care" (in 9 reviews)
- "The pay is 18% less than industry standard." (in 5 reviews)
- "No diversity to speak of, and only the most minimal levels of inclusion." (in 5 reviews)
- "Account managers as a whole are hitting quota on a high level overall, but only a very small of SAE's are over their number." (in 4 reviews)
Ratings by Demographics
This rating reflects the overall rating of Service Express and is not affected by filters.
- 5.0FEATURED REVIEWOct 12, 2023Senior Account ManagerCurrent Employee, more than 5 yearsGrand Rapids, MI
I made a career change almost 5 years ago that changed my family’s life. I’ve been provided everything I’ve needed to succeed and have been given the opportunity to advance multiple times in my career at Service Express. Since day one, I’ve been surrounded by some really amazing people. I walked through the hardest time in my life while at Service Express where I almost shut down and was in a really bad spot. I came out of it a better person because of the support I received from some really great people. Honestly, I don’t think my family would be where we are today without the support of Service Express and everyone here that we’ve come to call our friends. If you want to challenge yourself, become a better person, and work hard, Service Express is a company where you can grow and provide an amazing life for yourself, your family, and those you care about. Service Express was the best move my family and I could have made. We’ve been blessed to have some really amazing people and opportunities in our life and will always be grateful.
You won’t walk through anything at Service Express that you’re not going to experience in any other career or company that’s growing. Be open to change and adapting.
- 5.0Nov 17, 2023Global Services EngineerCurrent Employee, more than 10 yearsDayton, OH
The people are great, and the job is fun!
Insurance is not as great as other bigger companies.
- 3.0Nov 5, 2023Sales Development Representative (SDR)Former Employee, less than 1 yearDenver, CO
The people you work with are going to be the best part of the job. You will form extremely close friendships through the ups and downs of sales. The sales leaders are caring people who genuinely want to help you grow and help you in other departments of your life. The culture is very, very fun. The training here is awesome and you will use the skills you’ve learned here at many jobs. They are generous with their ramp up period and don’t punish you if you aren’t hitting your numbers. They are patient and really work with you.
The salary here is not viable if you live in Denver, yet you can’t even get a second job with the schedule (8-5 AKA 45 hours). When broken up hourly, you will be making around $20 an hour here or $23 if you hit commission. My friends at cafes make more than me with a lot less stress. The schedule is horrid and monotonous, there’s a lot of wasted time during the day. Benefits aren’t great. Be prepared to make around 200 dials a day! I’m not sure if it’s because most SDRs are young, but sometimes it feels like you’re in a classroom and the leaders are your teachers. Seating charts, games, it all feels a little immature for grown adults. Layoffs, huge push for numbers, they even stopped paying for happy hours. Not sure about the financial health of this place. Great performers leaving because there’s no clear path to promotion.5
- 3.0Oct 23, 2023SalesCurrent Employee, more than 8 yearsGrand Rapids, MI
Great people, I have met life long friends and made life long connections with people at SE. I have also learned a lot about sales, inter-departmental communication, project management, and the industry in general. Each job at the company has its needed tasks, but there is much room for flexibility, growth, and promotion. If you are a hard worker in sales, there is real potential to make good money in an industry that will always be needed.
We are growing fast, and since the pandemic the emphasis on healthy organic growth has become toxic. Turnover has become a real issue, and holding onto talented individuals has been tough. The BHAG of 500M by 2025 no longer seems like a goal but rather a necessity. There are not many individual contributors I have spoken to that feel valued in their role rather than a number/a means to an end. Forcing people to come back to the office for the sake of 'collaboration' has made a lot of people angry. Especially the ones that have invested in home offices and thrive working at home rather than a distracted office. Benefits are nothing to ride home about.8
- 2.0Aug 15, 2023SalesCurrent Employee, more than 10 yearsGrand Rapids, MI
History of success up until 2023 is a great story. Opportunity to make very good money was once real. Positive culture was the company's strongest point until recently and it is now gone. Sad if you have been here for a long time.
The executives are in panic mode. The best people are leaving and layoffs happening. Ten years I have not seen a single layoff until now. The lessor performers and some of the long timers who have been mailing in effort for years while waiting for a payday are the ones staying and being promoted. CRO does not listen he feels he can figure everything out in his own head with a computer and endless reports. He never gets his hands dirty. Shields himself from the field with the non sales people that report to him. They do not know sales. They do not have a quota like sales people or sales managers. They blindly generate reports all day long and tell him what he wants to hear. Also out of touch management from years ago is part of the wall he hides behind. He does not have the trust of the field. This is why 2023 has been such a bad year.24
- 5.0Aug 1, 2023DirectorCurrent Employee, more than 3 years
+Goals and KPIs are outwardly presented and can be accessed by anyone at anytime. +Employee's professional, personal and financial goals are top of mind and frequently discussed. +Customer Service is top notch >85 NSP score. + Global company. +Promotions are not handed out, they are earned by showcasing hard work and running after problems. This allows for your peers to be top notch and people you can count on. + There's a reason why so many companies do not get through the growth period that Service Express is going through - it's tough. We are doing things we have never done before. Challenges are knocking on our door left and right. It's the tenacity and transparency that will get us through. It's the unpopular decisions that we know are best. Each day is a learning opportunity and an opportunity to be better than yesterday.
I wouldn't consider these cons, but I will state this isn't the company for someone that doesn't embrace change. There are hard days, and for good reason. Each day we challenge our teams to be the best they can, to make mistakes, to learn from them, and to try again - even better than the last time.5
- 4.0Oct 10, 2023Anonymous EmployeeCurrent Employee, more than 10 yearsGrand Rapids, MI
The people are fantastic. The culture we have, the random events we put together, work-life balance (in most roles anyway), and so on. I have fun at work every day. We provide a great service to our EUs and help keep older IT gear working instead of it going to a landfill or recycler, which as it turns out is pretty great for the planet. We are constantly looking for ways to do things better so it keeps things fresh.
Ever since we were acquired by VCs, things have taken a turn. There's a lot more push for numbers, and we chase revenue as if it were our only goal, when it's just 1 of 4 of our Core Objectives (Excellent Customer Service, Employee Engagement, and Margin Retention being the other 3.) We're chasing this BHAG (Big Hairy Audacious Goal *cringes*) of being a $500M company by 2025, and at even our current breakneck pace, feels like we won't make it there. God only knows what will happen to us then. (Why can't we be a $350M company with better margins/ROI for our faceless overlords? We could be a $500M company at 40% profit, or a 350M company at 60% profit and be roughly in the same spot. (disclaimer: I am not in finance.)) There may need to be some hard conversations to get back to where we were, and it might displease the VCs, but we're losing people and customers because we lost sight of some of these objectives. They're meant to be like legs of a table, but with revenue growth being far and away the top priority now, things are falling off the sides. We need our managers to be more available (see more in next section.) We need better training to continue to grow within our job roles. We need to take our foot off the gas sometimes, like a sabbatical to avoid burnout, or shorter hours in less-busy seasons. These are common perks that we've never had, and it's becoming necessary to give them a hard look.4
- 4.0Sep 8, 2023Sales Development Representative (SDR)Current Employee, less than 1 yearDenver, CO
Wonderful people and culture. Every day with the team was fun. Great camaraderie between Denver and Grand Rapids office. Your managers are your biggest champions. Super supportive teammates. Training and organization is phenomenal. You're very set up to succeed. Managers care about you more as a person. Lot's of time and grace to hit your numbers. Pretty good benefits. Great time off and you're never made to feel guilty for taking PTO. Incredible work life balance. Lot's of really great tools to motivate you and help you succeed. Team Denver is in office 3 days a week.
Working hours are a little long. SDRs are part of marketing rather than sales which made for some disconnect. The base pay isn't great, and the commission structure is heavily lacking.
- 4.0Oct 16, 2023Sr. Account ExecutiveFormer Employee, more than 1 year
Service Express is overall a great company to sell for. They have a pretty good tech stack, although they did take some away in my tenure. Management really depends on the region, in the West the sales culture is phenomenal with best in class managers who give you plenty of time, and support to ramp. Comp plan is very good, but size of deals really depends on territory but bonus and commissions are really great. Good position in the market, and only one real competitor. Training is pretty good, and is run by folks who have been sellers at one point. Also, they are very KPI driven (which I personally enjoy but depends on the person). Also Pipeline forecast are generally accurate. Suggestions get listened to and if you build a solid case, they will implement changes. The CEO started in Sales and gets it. He really does support the success if the Sales Org. The aggressive growth plan allows top performers to move up the chain quickly, and they really support people who they feel a long term fit. Mainly developing reps who have potential and not PIP'ing people out after one bad quarter. They also offer continued training and support. Managers are paid for exceeding quota, so they have a real stake in making sure others succeed. Also, worked with some great people who taught me a lot about being a better seller.
The moral when I left was a bit low. Its clear that the PE company that owns SE is putting pressure down from the top to increase margins and profit. There were some layoffs that mostly affected support positions, but it was somewhat surprising because everyone was under the assumption that we were doing great, and thrive in down economies. Account managers as a whole are hitting quota on a high level overall, but only a very small of SAE's are over their number. Service Express usually adjusts to fix those discrepancies but its very unbalanced between SAE and SAM who are over their number. Overall SE is a better org than most, but its clear that they are focused on a sales to another PE company, and they value that over tenured staff (not uncommon before a sale, and not unique to SE). SDR program is separate from sales, so they have a political reason to not be easy to work with the sales team. Some SDR managers were never sellers, so they only focus on KPI and don't qualify real opps, but just blindly set meetings. A lot of middle management, so don't expect clarity from top down.
- 5.0Nov 16, 2023SMB Account ManagerCurrent EmployeeGrand Rapids, MI
Great team, great culture that is mostly contributed to be good employees
Seems disorganized at times, confusing direction from leadership
Service Express Reviews FAQs
Service Express has an overall rating of 3.7 out of 5, based on over 284 reviews left anonymously by employees. 68% of employees would recommend working at Service Express to a friend and 69% have a positive outlook for the business. This rating has decreased by -6% over the last 12 months.
68% of Service Express employees would recommend working there to a friend based on Glassdoor reviews. Employees also rated Service Express 3.9 out of 5 for work life balance, 3.9 for culture and values and 3.7 for career opportunities.