7 Sept 2021
Xplor Technologies Response
4yThanks for taking the time to share your feedback with us. We appreciate and value your input.
As with any hypergrowth company, we're continually working on improving processes - including new hire onboarding , documentation, and daily operations. The CS department has grown over 5X in headcount over the last 2 years, and we understand we need to continue to focus on ensuring efficient processes to allow for scaling. Some of the more recent improvements we've made include an internal trainer to assist with new hire training and building product knowledge, and an assigned resource from our Operations team specializing in Customer Success processes and documentation.
While the nature of any CS role will encompass working through client risk and preventing churn, our retention metrics have been above industry standard and continue to improve annually. As the team has grown, we continue to focus on building structure and allow for professional growth based upon tenure, product knowledge, overall skillset, and performance. Our team leads across the CS department have an average tenure of 5 years and have very strong product knowledge. With a company growing as rapidly as FieldEdge, we rely on collaboration with teammates and other departments, whether that is in person, email, or through Slack, as many of the questions we encounter require us to work cross-departmentally with other teams.
We continually encourage employees to be candid throughout their time at FieldEdge - whether you're new and going through onboarding, or you've been with FieldEdge for years, it’s something I always personally ask for and rely on. It's important for us to understand what we're doing well, but equally as important to understand what we can do to improve.
Thank you again for sharing your thoughts with us. If you feel comfortable, I'd welcome you to reach out to me directly as I appreciate your insight.
Dan Theckston
Vice President, Customer Success