Awesome Product, Frustrating Internal Issues - Senior Account Executive SMB Dialpad Employee Review

The company feels disorganized, with a noticeable lack of coordination between departments. Marketing frequently promotes features that Sales hasn’t been trained on or that aren’t even released yet, and product names and features seem to change frequently, which only adds to the confusion. Additionally, Sales Ops makes updates to tools without notifying anyone, leaving managers often unaware of these changes. When issues are raised, there’s rarely any follow-up or resolution. For SMB reps, most leads come from partners, the website, or the Qualified chat tool, which forces reps to “pounce” on website visitors in real-time. This system operates on a first-come, first-served basis, rewarding those constantly monitoring the tool and disadvantaging reps focused on outbound efforts. If you’re not glued to it, you miss out on leads. Dials are the primary metric you're held to. It’s frustrating because, according to internal data, cold calls aren’t very effective. This could be due to the lack of training or guidance on successful cold calling. The absence of any meaningful investment in developing these skills is a major pain point. Outbounding, in general, feels like an uphill battle. The outreach sequences provided are full of marketing jargon and don’t feel aligned with real-world scenarios. There’s no direction on what works, so you’re left to create your own sequences from scratch, with no historical data or reference points to guide you. A large portion of leads comes from partners, and the quality of these leads is hit or miss. Some partners are helpful, but many treat sales reps like quote generators, offering little to no context about the prospects. This makes forecasting and building client relationships incredibly difficult. Often, partners will schedule demos without providing any background, leaving reps to navigate the conversation without key insights. Discovery calls aren’t encouraged, and some partners seem uninterested in supporting a more thorough sales process. Post-sale support is another major challenge. While the product itself is strong, the onboarding process is often mishandled. Clients frequently express frustration with the offshore onboarding teams, citing poor communication, delays in response, and redundant questions that should have been answered during the sales process. This creates a negative post-sale experience, leaving reps feeling like they’ve overpromised. Overall, the company feels like it’s still trying to find its footing. There’s a lack of structure when it comes to things like forecasting and outbound prospecting, and cross-department communication is minimal. The culture doesn’t seem open to feedback either. When I’ve suggested improvements to address recurring issues, the response is often dismissive, with a “that’s just the way it is” mindset, which is discouraging for those wanting to drive positive change.