Do not join the Salesforce Support or CSG team - CRM Support Success Agent Tier-2 Salesforce Employee Review

3.0
4 Sept 2018
Recommend
CEO approval
Business outlook

Pros

- Great pay. - Excellent benefits.

Cons

1. If you're hired as "Success Agent Tier-2" for CRM support then your Salesforce career is over because you'll be working in a specific skill group (Configuration, Usage or Email team) and do not get any chance to explore the real Salesforce CRM tool. 2. Management do not to monitor/plan their employees leaves(PTO's) properly which again makes very difficult to work with a huge backlog of cases. You can expect 25-30 cases per agent in AMER shift or 30-35 cases per agent in EMEA shift. NOTE: I have worked in Wipro (worst of all IT companies) so I am very well aware of overload/ extra amount of work. 3. They do not have enough "Tier-3" resource which makes your life miserable because as Tier-2, you'll be the only point of contact for the customer who has raised a case. If customer escalates the case or gives you DSAT due to the delay in resolution, then it won't affect Tier-3's performance. Management will simply blame you. 4. So many bugs/ Known issues in every major releases which will make you cry like hell as a support agent. 5. If you ask CSG management to hire more resources to reduce the back log, they'll simply say - "No we cannot because we do not have enough budget". 6. HR team sends out an employee survey link in each quarter but that doesn't make any change in your work life. 7. Also when it comes to "Employee referral"(if your friends, relatives or siblings gets hired then you get $2000/each) program in Hyderabad is one of the most "Corrupted" program they've. I have seen 3 examples of corruption in referrals where managers referred their siblings who has really good terms with the "hiring manager". They all got selected and each manager earned easy $2000 + Family member (as a salesforce employee). So again if you're hired as Success agent Tier-2 then forget about referring anyone. 8. No way you will get Onsite chance. Strict policy. Also please do not dream of getting free passes/visit to Dreamforce event especially if you're in India. ()

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Salesforce Response
7y
Thank you for your detailed feedback. Some of the behaviors you've described in your review are unacceptable. We would like to learn more so we can better address the concerns you've raised. Please reach out to your Employee Success Business Partner or, if you prefer, you can provide more details anonymously by contacting our third party provider Ethicspoint at http://www.salesforce.ethicspoint.com/. Doing so will help us work to directly address the concerns you raise in your review and ultimately make the workplace better for everyone.

Explore other reviews about Salesforce

4.0
9 Jul 2014
Anonymous employee
Recommend
CEO approval
Business outlook

Pros

I've spent over 8 years with Salesforce in various management and individual contributor roles, all customer or partner facing. Some of the pros: - vibrant, fast paced culture - smart, fun, aggressive colleagues - management is focused on latest tech trends and staying or becoming a leader for many of them - by and large, customers and partners are very positive about the technology - good benefits and perqs - hip urban culture at HQ - a chart-your-own-course mentality that rewards those who aggressively seek out the job they want and pursue it, or sometimes even create it

Cons

After my long tenure and many Dreamforce conferences, I'm nearly fried. To say the culture is fast paced and the focus is always changing is an understatement. The reason Salesforce always seems on top, and chasing the latest trend, and in the press, is because employees are expected to run harder, carry more, cheer loudly, and pivot constantly. It's the world's biggest startup in behavior. But at the same time, with the recent influx of top career sales leaders from Oracle and what appears to be a board-level mandate for doubling revenue, employees are being asked to do even more with even less, fill higher quotas with smaller territories, less help, and the big company bureaucracy is rearing it's ugly head. Worse still is the politics. When you hire a bunch of smart, aggressive people, and put them in an environment of outsized expectations, throw in a bunch of re-orgs and changing management, and sprinkle with uncertainty and constantly changing priorities, you inevitably get people back stabbing each other and throwing others under the bus to appear smarter and more worthy of promotion. The few at the top will get very, very rich. The rest will lose the sense of personal ownership and start to wonder why they've given up health and family

782
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Salesforce Response
1y
It's not often that you get the opportunity to respond to a review 10 years in but your comprehensive and thoughtful review has managed to hold on as one of our most popular even a decade in :) It’s exciting to see that the things we love most about the Salesforce of today — super smart colleagues, being at the forefront of tech trends and establishing ourselves as leaders in the space, great benefits and perks to name a few — haven’t changed in the past 10 years. We acknowledge the challenges you faced, such as the pace, shifting priorities, and internal politics. Your advice on maintaining our foundational vision while avoiding big-company bureaucracy is helpful as we continue to grow as the #1 AI CRM. Salesforce is committed to balancing growth with employee well-being and staying true to our core values. We appreciate your insights and dedication over the years. Thanks again for your feedback!
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