Zendesk Employee Reviews about "enterprise"

Updated Nov 18, 2021

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4.2
82%
Recommend to a Friend
90%
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Zendesk Founder and  CEO Mikkel Svane
Mikkel Svane
262 Ratings

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Top Review Highlights by Sentiment

Pros
  • "There are a lot of teams to help you get the answers you need and there are some really great people who work here.(in 160 reviews)
  • "As above Zendesk has a great culture based on it's people and trying to do the right thing.(in 125 reviews)
  • "great benefits overall(in 88 reviews)
  • "Flexibility and great work life balance(in 62 reviews)
  • "Great colleagues and a fun atmosphere.(in 37 reviews)
Cons
Pros & Cons are excerpts from user reviews. They are not authored by Glassdoor.

Ratings by Demographics

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Reviews about "enterprise"

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  1. 5.0
    Current Employee, more than 3 years

    Great Place to work and amazing people to work with

    Feb 19, 2020 - Trainer in San Francisco, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Zendesk employees from Associate to C-Staff are humble and approachable. People are always open to talk with you or have a meeting with you regardless of your title. In my experience, Managers love to help you grow and promote even if it's to another team internally. Finally, I feel supported by my team, my manager(s), and the company in my personal development and career growth. Highly recommend working here!

    Cons

    There are some growing pains as the company moves into solidifying a stance as an Enterprise business serving all types of businesses. This honestly isn't a "con" since this would be true for any company growing from Startup, to SMB, to Enterprise, to all-encompassing. So, this isn't a con per se. Just know there are some growing pains with processes or goals, but nothing to detour you from working here! :)

    1 person found this review helpful
  2. 2.0
    Former Employee, more than 3 years

    Should have left sooner...

    Jul 1, 2021 - Account Executive in Madison, WI
    Recommend
    CEO Approval
    Business Outlook

    Pros

    - ESPP + RSU's - Good people that became great friends - Logo for the résumé - Brand recognition for your sales pipeline - If you want to end up back in the office post COVID - this is your place to be.

    Cons

    Workplace: - Toxicity in the workplace is very prevalent. - Brand recognition turns into a con when quotas are brought into the mix. They are simply unattainable. - You will be expected to put your head down and don’t bring up valid issues, or you will be blacklisted. - The sales organization is a sweatshop at this point. You will be sold a pipe dream of a role from HR but, you will quickly find out there are skeletons in each and every closet if you take the role. - Churn. A massive churn problem that is being swept under the rug. They have seen over 50 sales reps leave in one office within the last year. Most stemming from the toxic culture and low pay. Management: - Micromanagement (all departments feel this) - Underdeveloped managers lead to micromanagement. - Leadership is spotty at best. There are a few good eggs that you will be able to rely on and give you just enough hope. Compensation: - Pay is well below the market standard in SaaS. The employees in one office are taken advantage of due to the fact there are no other big logo software orgs there. - New reps coming in will be making well above what tenured reps make. Your annual raises are given based upon an "internal bet" that you will stay or leave rather based upon the revenue you bring in or experience. - PTO policy looks decent on paper. You will not be able to take it. Want to take vacation around Christmas and New Years to spend time with family? It will be denied. No vacations are approved from December 14th - January 3rd. Christmas break with the kids - this is the wrong place. Career Development: - Looking to start your career in software and grow with a company? Just know your career path will take you more than 10 years to get to a Mid Market/Commercial AE if you start as an SDR. Recommendation, find a startup with a high growth potential. You will make it to that same role in 5 years. Inbound SDR / Outbound SDR - 1.5yrs Commercial BDR - 1.25 yrs Enterprise BDR - 1.25 yrs eSMB AE - 1.5 yrs SMB AE - 2-3 yrs Associate AE - 1.5-2 yrs Commercial/Mid Market AE - For reference, this exact process used to be 3 steps and take 3-4 years in seat to get to Commercial/Midmarket. Outlook: Zendesk gave a great logo for the résumé and some lifelong friends. On the other hand, they gave more grey hair and stress to employees on the day-to-day than is healthy. I only wish I would have left sooner.

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    60 people found this review helpful
  3. 4.0
    Current Employee

    Good company : moving from spunky startup to enterprise

    Jul 9, 2021 - Senior Director in San Francisco, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Thoughtful culture, no divas, known roadmap, solid exec team

    Cons

    Shifting from independent product pillars to coherent product suite is hard:takes focus and time. Challenge of legacy platform & enterprise demands. All are solvable problems

    1 person found this review helpful
  4. 5.0
    Former Employee

    There's a lot of work to do to change to an Enterprise focused organization

    Dec 5, 2019 - Account Executive in San Francisco, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    The people are the reason I loved Zendesk so much. Everyone was willing to help one another and looking to grow and be better. They had an incredibly flexible PTO policy which made work-life balance better than any other company I've worked for. I find my friends saying "you'll never find another place like Zendesk" and I believe that to be true. I felt it was a relatively easy life there. I felt challenged but at the same time it was an easy product to understand and to sell.

    Cons

    Their goal as an organization is to move into the Enterprise. Unfortunately their focus is still incredibly transactional which is how Zendesk grew so quickly. This transactional foundation is a huge detriment to the goal of moving into the Enterprise because much of the leadership team is influenced by the people who've grown up within the organization and therefore drive the process from the ground up. Almost all reps still speak regularly at the practitioner level and the conversations are not value driven. I believe Zendesk has been so successful thus far because the product is great and easy to use. My goal in being there was to progress my sales career to work more complex and Enterprise/Strategic deals. While they certainly have some great Enterprise Logos, the footprint of those organizations is still relatively small. Zendesk does not focus on the outcomes that companies are trying to achieve in choosing their solution and because of this, sales reps are consistently delegated down to low level contacts. I left Zendesk because the culture had changed significantly. The leadership team has gotten incredibly political and there is clear favoritism throughout the organization. In addition, there are a few people who because of their political ties, basically run the organization and if you have a misstep with them, it can cost you your job and reputation which is unfortunate. This means you have to be very careful about who you trust there and the information you share.

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    16 people found this review helpful
  5. 2.0
    Current Employee, more than 1 year

    Anonymous employee

    Sep 12, 2019 - Product in San Francisco, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    A company that makes great efforts to integrate and give back to its community. “Be the company your customer wants you to be” had been a motto here for us and our customers. A long time leader in the customer support Gartner report.

    Cons

    I waited until I had been here at least a year as I’ve seen tech companies that evolve and change as they go through growth stages and growing pains. The Zendesk company I joined a year ago is very different than the current iteration of Zendesk. I was heavily recruited for a position that has of late been de-valued for no real reason or probably more likely they would like to see done by a younger cheaper resource. Favoritisms is a real thing here and some managers have been known to favor their younger employees. On the other hand, the older seniors managers are generally former executives from org’s like Oracle, SAP, SFDC, some AWS etc that are bringing their companies ideas to Zendesk as they struggle to serve the Enterprise market. That is not Zendesk’s roots and the company is going through a painful identity crisis as a result. I heard an expression from a former executive that was readying a massive reorganization that said “everyone wants to go to Heaven but no one wants to die”. Yeah, right now it’s kinda like that. Some big changes are coming and it’s going to be interesting to see how the company emerges. Your mileage will definitely vary here at this time.

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    24 people found this review helpful
  6. 5.0
    Current Employee, more than 1 year

    All round great experience

    Sep 4, 2019 - Customer Success Executive in San Diego, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Great pay & benefits Strict hiring has made for great culture fits Awesome support for the remote workforce All macs as standard throughout the company Leadership focused on work-life balance

    Cons

    Still maturing enterprise GTM strategy

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  7. 3.0
    Former Employee, more than 3 years

    Good place to work, depending on the department

    Apr 7, 2016 - Anonymous Employee in San Francisco, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    The company is growing, the top leaders are there to grow the company and see it through. Minus some of the comments in the 'Cons' section, there are a lot of good and smart people there. The creative team, support team, HR, C-Level executives, and others but these stand out. If you want to brand your company, look at what Zendesk has done over the years, they are MASTERS! The product - is AMAZING and they just keep making it better! Company is still growing and is a company to watch!

    Cons

    As the company started to grow, they were hiring leaders from big companies but having the best and with the proper experience come on board. Thus, caused issues with learning curves and new challenges that should have not been there if they hired more qualified mid-level leaders. These leaders then in turn brought in weaker people and thus crating a poor working environment. The different groups have very strong clicks that will alienate new people and other that are no in their own department. Some of the people, especially in marketing and sales, are straight out rude and seem not to have very high moral value. Pricing of the product is always a topic for people looking to use Zendesk and I know many companies now that want to use Zendesk but don't because of the pricing and go with another system. These are enterprise level companies too.

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    4 people found this review helpful

    Zendesk Response

    VP, HR

    Thank you for sharing this view. You put a lot of thought into this and it is much appreciated!

  8. 3.0
    Current Employee

    Needs a very strong leadership as the company grows larger

    Sep 5, 2016 - Software Engineer in San Francisco, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    - Opportunity to work on an interesting projects - Company has a very good culture especially in the tech industry - Majority of the organization provides a very well work-life balance - Company has a solid product

    Cons

    - Introduction of mid level managers are usually signs of uncertainty of direction - Needs a very strong leadership as the company is entering the enterprise world - The company has turned into a sales driven company instead of engineering first company, which is very normal to see in a big enterprise world. Unfortunately this is a very tough and uncomfortable situation especially in the engineering organization - The office is unfortunately located in a rather sketchy and unfriendly neighborhood especially for those who are not local

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    7 people found this review helpful
  9. 5.0
    Current Employee, less than 1 year

    Organization at its finest

    May 23, 2016 - Account Executive in San Francisco, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Love that the onboarding process went off without a bang. Everyone was organized and ready to go right down to the training materials and tools. Also love the people who work here, they really dont hire jerks!

    Cons

    In transition and trying to move up stream to a more enterprise style sale. There will definitely be growing pains

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    5 people found this review helpful
  10. 2.0
    Current Employee, less than 1 year

    Company Not "Buttoned Up" and Struggling with its 2nd Act!

    Oct 10, 2017 - Anonymous Employee in San Francisco, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    People are friendly and there is a strong, almost familial culture. In that vein there is a strong respect for family and work life balance relative to other tech companies in the bay area. While it varies by group working hours in the office typically start at between 9-10am. And most people leave between 5-6pm so there are very few folks around past 6:00pm. Compensation is generally lower than at other tech firms. But it is probably fair given the number of hours worked.

    Cons

    CHALLENGES MOVING UP MARKET The company is going through a challenging transition as it moves from its early success being a help desk software platform for startups and smaller businesses to one that is now focused on moving up market and selling customer service software to larger more established businesses. Zendesk has promised Wall Street that it will achieve $1B in revenue by 2020. This is an aggressive goal that has put a lot of short term stress on the business (and correspondingly its employees) each quarter as it figures out how to live up to the promise. To achieve $1B in my mind means fully committing to moving up market and selling to enterprise buyers. This has been hard for the company as it is requires the company to be the type of business that the original Zendesk was trying to disrupt. As Mikkel the CEO writes in his book Startupland "we shared a healthy disdain for the traditional enterprise software sales model. The big platforms, the expensive salespeople with the expense accounts, the semireligious conferences, the PowerPoint software, the locked-in relationships". This move up market requires that requires the company to change a lot of what made it successful early on. The company needs to build new muscles in sales and marketing to support enterprise which requires new skills, new processes, and often times new people. This has resulted in multiple reorganizations (or "evolutions" as they are now calling them) in sales and marketing that have been fairly disruptive and caused a lot of angst for people in terms of having clear roles and responsibilities. LACK OF URGENCY The work life balance mentioned as a pro also means that the company does not move as quickly as other places. And as a result there is not a lot of "urgency" within the company to get stuff done quickly. This can be frustrating for those who do have urgency and are trying to push others to have the same mindset. NOT A DATA/ANALYTICS CULTURE The company has historically not been one that relied significantly on data/metrics to make decisions. It's always done things by the seat of its pants and is not particularly buttoned up. As a result there is not a strong data/analytics culture within the company and the corresponding data/analytics infrastructure including reporting and systems reflects that. So often the data required to make decisions is not available, incomplete, or simply inaccurate. The company is trying to change this but it requires a lot of work to undo years of neglect. So for folks that want to have reliable data to make decisions Zendesk may not be the best fit. DIVERSITY & CAREER ADVANCEMENT While the company has initiatives around diversity the company is still not very diverse at the senior and mid level management positions and there seems to be a bias for younger employees. This seems to be ingrained into the companies recruiting culture. In fact two of its most senior and long tenured minority Vice Presidents just announced their departure October 2017. The company does have a history of promoting young employees who are willing to work hard and go the extra mile. There are at least 3 VPs that have been promoted in the last year that are under 30. Many of the older senior leaders are being pushed out.

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    29 people found this review helpful

    Zendesk Response

    Thanks for your thorough review! You make some really interesting points and we’d love to chat about them some more, particularly your comments around diversity and how we develop as an organization. One thing we should point out is that there are zero VPs under the age of 30. Please reach out to Fidelma to discuss more.

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