Save yourself a year or two and look elsewhere. - Technology Consultant Paytronix Employee Review

As always, we want to thank you (and all others) for your feedback! It is very much appreciated. 2020-21 has been a year of change for the Paytronix Client Services team, and most of this change was not driven by the Pandemic. Most was by driven feedback from the team and new leadership with a new, outside perspective for what a successful, customer-focus team looks like. Some of the changes that have been implemented in the last 18 months include the following: The introduction of new roles on the team: We have added a formal Project Management Office and project managers to the team. We have also created an Onboarding Specialist role to support our customers in preparing for their implementation project. Additionally, we have created a formal technical support team that includes 3 levels of technical support specialists and engineers. We have expanded that team by 3x since it was initially stood up in Q1 2020. We have expanded our Customer Success Manager role, tripling the size of that team in the last 6 months. Lastly, we are hiring our first Configuration Specialist, a new role to support the Solutions Consultants and Customer Success Managers on day-to-day customer requests. The addition of variable compensation plans: We have added a new, variable compensation plan for all roles in Client Services, which is designed to ensure that all team members understand the top priorities of the department and are compensated for their contribution to achieving our goals. Investing in our systems: We have invested heavily in our systems, including overhauling our Case Management system and Salesforce.com, and we are actively working on a new system for managing the implementations processes. With these new systems, we expect that team’s day-to-day work to be streamlined and to provide data to management to ensure we understand capacity constraints and customer data. (“If you can’t measure it, it’s just one person’s opinion,” as the saying goes.) Changing the hiring profile: Some reviews have talked to the fact that Paytronix has done a lot of hiring right out of college, and while we are still dedicated to recruiting and developing this group of candidates, we recognize the need to get outside perspective from experienced professionals to help CS leadership evolve and grow the practice. We have hired more from this new group in 2020-21 than ever before, and we are looking to these professionals to bring their ideas and experience to the table to help us continue to evolve our frameworks and processes and to share their experiences with folks with fewer years of experiences. These changes open the door for new opportunities. No longer is the CS team made up of a single role, Technology Consultant. Today there are 9 different, non-management roles within Client services when, only 12-18 months ago, there was only 1. The team is growing, and adding Team Leads and Managers is one possible growth path for CS team members. We recognize, though, that not everyone is interested in people management, and that is one reason why we have invested so aggressively in the creation of a Career Lattice with different roles across Implementations, Customer Success, and Support. The Lattice provides team members opportunities to develop new skills and specializations as they grow their careers. It also allows each team member to begin to focus on the aspects of the job that excite them the most, rather than having to be all things to all people, as they have been expected to be in the past. At the end of the day, change is hard and takes time. We recognize that not everyone has truly felt the benefits of these changes yet. We know, though, that those who come along for the ride will benefit greatly, and we will benefit from their efforts, too.