A meaningful chapter in my career, but one I do not regret leaving.
Pros
Colleagues within the CS org tend to be anything but cutthroat, conniving, etc., and tend to be kind and good to work with. Pre-return-to-office perks were great, previously a lot of fun seeing the growth and IPO.
Cons
Qualtrics is struggling to adapting to life as a publicly-traded company, which often penalizes the customer’s experience and leaves hands tied for client-facing employees. Too often the company is being penny wise and pound foolish. There is a clear disparity that can even often devolve into animosity between Sales and Customer Success, which often comes down to a lack of cohesion between Sales and CS leadership. Moreover, AEs can be some of the most entitled people, period. It can be very frustrating at times as a CS-Rep with the limited sense of empowerment one has. More needs to be done to quantifiably understand what’s most important to existing clients, rather than just trying to get more and more volume to appease shareholders and investors at the next earnings call. Promotion cycle is advertised as “straightforward” when in reality there’s incredibly limited visibility, which comes across as arbitrary and random in nature. Too much red tape to incentivize people to stay put when they’re already being paid sub-market salaries.