TheEnglishMajor

Account Executive

Valued Contributor

Losing faith in my product because of CS

Hey All,

I've been at a start up for almost 2 years now, and have seen the sales team turn over time and time again. I'm the only one that has stuck it out by a long shot. It's a difficult product to sell, and we're struggling to perform. No one has made plan.

I've stayed this time because of the product itself. I think it's amazing and just keeps getting better. It's designed for sales, so I feel really fulfilled and valued by strategizing with our product team.

The problem is, I am really losing faith in how successful our CS/Implementation team can actually make our customers with our product. It's taking way too long to implement properly, and many deals just haven't implemented at all...

Others are churning because they are not seeing the value. I strongly believe there is value and that there could have been value, but CS just keeps falling short on making sure the value is being realized....

Time to start looking?

☁️ Software Tech

💆‍♂ Mindset

16

22 comments

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Pachacuti

Politicker

8

They call me Daddy, Sales Daddy

It takes a Team to win. Doesn't sound like you have all the players you need in order to walk onto the field. Time to find a different team.

braintank

Politicker

7

Enterprise Account Executive

Product is difficult to sell, deploy, and customers aren't seeing value... I'd say seek outside employment

Diablo

Politicker

5

Sr. AE

What actions have you taken to make this right? Do you speak with them, reported to your manager to see what can be done and the list goes on …?

TheEnglishMajor

Opinionated

2

Account Executive

Yes ... Sales leadership is also getting frustrated with the lack of control we have over the sales process due to CS. I've made improvements where I can but honestly it's becoming a full time job that I can't take on by myself while trying to bring in new customers (we're a very small team)

Diablo

Politicker

2

Sr. AE

Ah got it! I would start looking out because this would frustrate me = loss of focus = loss of money

CuriousFox

WR Officer

4

🦊

I'd be looking for a new job.

Sunbunny31

Politicker

3

Sr Sales Executive 🐰

Heartbreaking to see a good product die on the vine due to no TLC, but you don’t have to wither away with it. Start looking while you continue to do what you can.

CuriousFox

WR Officer

4

🦊

Exactly. You have to put yourself first.

dreadpiratescript

Politicker

3

Producer

here for the comments bc same

TheEnglishMajor

Opinionated

2

Account Executive

Comments are indicating it's time for us to brush up on the resumes :( Bummer when you really believe there's potential in a product but it just won't come together. Best of luck!

FinanceEngineer

Politicker

2

Sr Director, sales and partnerships

Yes, you should always be looking. The lack of follow through is probably why there is no real traction with the product and uptake with customers

tightlines

Politicker

2

Account Executive

I left my last job because I lost confidence in our team to deliver, and I'm glad I did. I sold something over a year ago and found out it just was implemented last week (typical for us was 3-4 months)

TheEnglishMajor

Opinionated

2

Account Executive

How did you choose where to go next? I am struggling to find something that I am as passionate about. Did you go on to sell a similar type of product?

bandabanda

Tycoon

2

Senior AE Mid Market

@TheEnglishMajor sounds like you like working with sales people and are selling a sales enablement or intelligence type tool?

If so, there are similar tools out there. Stick with the personas you’re enjoying selling to and talking with. Hard truth is you may not be as passionate about it, but if you like the persona’s (sales leaders) then you can find something else and sell it with some conviction.

tightlines

Politicker

0

Account Executive

Sorry just seeing this @TheEnglishMajor. I actually completely switched industries. I used all the stuff my initial company didn’t do well as my criteria for what I was looking for. I was focused on a successful company with great employee experiences/reviews and a product I believed in

jefe

Arsonist

2

🍁

Unfortunately I'm going to have to agree with basically everyone else. Seems like it may be time to cut your losses.

If you're asking us, you probably already know that.

SADNESSLieutenant

Politicker

1

Officer of ♥️

Yupz

Kosta_Konfucius

Politicker

1

Sales Rep

I would dust of the resume

BourbonKing

Valued Contributor

1

VP of Sales

Teamwork makes the dreamwork. What good is making sales if the organization can't deliver? Sadly, it's probably time to bounce.

TheEnglishMajor

Opinionated

0

Account Executive

Amen!

ThatNewAE

Big Shot

0

Account Executive - Mid enterprise

Happens. The reality of almost all products is a little different than what us sales folks are taught in training. That being said, let your CS know that you're worried and you would want to talk to them about this.

From pre-sales to sales to post sales; all need to stay aligned on every account. That's what prevents churn.

Killebrew

Valued Contributor

0

VP

IMO CS is so much about the relationship. In my old org we just plugged CS folks into accounts based on nothing other than the gut feel of the CS lead who hadn't even interacted with the account before. It was just "oh this is a financial company? Ok let's put Henry on it." Where Henry is Jerry Gurgich and has done well managing a few small credit unions but this new client is a crypto fintech company in hyperdrive and Mr.All White New Balances is out of his depth.

We revamped the assignment protocol with a data-driven and persona-based approach and NPS scores and NRR went through the roof.

Maybe it's not as much that you don't have the right people, but the people you do have are being put on the wrong accounts.

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