A lack of transparency, Indeed. - Senior Customer Success Manager Glassdoor Employee Review

Dear Glassdoor CSM Thanks for taking the time to share your candid feedback and sorry it has taken me a while to reply. In my new role overseeing our international teams it’s informative (if not difficult) reading. While I’m still developing my understanding of the various issues, I don’t disagree that work is needed to up-level our EMEA organization. In some areas, there are initiatives underway tackling some of the issues you’ve raised. For example, we implemented new technology to streamline production of the Business Review and have been working towards optimizing this for EMEA-specific data. More product specific training is still needed, but we have launched an enablement program focused on building the next level of knowledge and skill in employer branding which rolls-out over the next couple quarters. In other areas, we still need to formulate a specific plan for how to ensure that you - and others - feel more supported and positive in relation to your experience at work (for example, improving work-life balance or reducing the volume of account transitions that happen each quarter). I hear your frustration in relation to the amount of change happening across the business and in particular, the speed with which we’re moving. Moving quickly makes change even harder and I realize that this creates difficulties for you and others which can be really frustrating. It’s true that slowing down could help us avoid some missteps, but introduces a different type of discomfort from supporting legacy processes and approaches for longer while trying to shift into a new motion. I do need to be better at anticipating and planning for change to ease some of the challenges for our teams going forward and I plan on broader consultation ahead of time to assist with this going forward. As we exit this quarter, I am hopeful that the completion of large components of our change effort will relieve a number of frustrations for you and others in EMEA. I’m committed to improving the experience of our teams in the region and believe we’ve made some important early steps towards improving communication, transparency and accountability that I hope you feel good about. There’s no question that we need high performers like you who care about making things better in order for us to reach our ambitious goals, so please know that these perspectives are valued. -Chris, VP Customer Success