Alkami Technology Customer Success Department Employee Reviews
Briefly describe your overall experience at your company
Challenging, very busy, and rewarding from our clients success.
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It use to be amazing, they need to figure out how to recapture what it was.
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What do you like best about the leadership team?
Regular communications with all staff on upcoming changes.
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Not applicable at this time
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They care about their employees.
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What I like best about the leadership is their ongoing support and transparency.
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They always appear to be as transparent as possible and communicate fairly clearly.
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What does the leadership team need to get better at?
The leadership at MANTL only cares about revenue activation. They do not care about employees or what is best for the customer.
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Cross Org Collaboration - client facing teams find out about major product updates the same time as clients; our Training department's environment doesn't even get upgraded before clients have access to new features in staging. Right hand doesn't know what the left hand is doing.
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Where are we going? How? Be VERY clear.
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They seem to keep hiring their friends for roles and bring them in a directors and consultants and not listening to the issues we are facing. Escalations do not get addressed until its to late to make meaningful changes. Projects start off in red due to unrealistic contracts.
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Leadership needs to get better at understanding the work that ICs do. For me there is a disconnect I feel with the leadership demanding goals be met without an understanding or a plan to get there.
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What is the best part about your compensation package?
Get rewarded for doing excellent work.
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The best part about our compensation package is that it includes many benefits - the regular health insurance, 401k and also includes many options for self care - like the Calm app, ClassPass to name a few.
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The opportunity to earn a quarterly bonus being attached to the client sales number.
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I appreciate that pay raises are based on performance
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The MANTL implementation bonus is the best part.
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Why do you feel undervalued and what would make you feel better about your compensation?
Manager doesn't take in suggestions from the team
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They let a lot of people that do not influence the company get by, that have should been long let go of at this time.
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Employees have been asked to do more each year for income which does not keep ace with inflation. In essence I do 40% more work for 20% less pay than when started. Somehow I don't think executive management suffers this same fate. Being told "thanks" isn't the same as giving a fair wage.
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I got promoted and barely got a raise because my salary at MANTL was already "too high for a manager position at Alkami."
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My work isn't represented by my title. The title to match the work I do would be a higher salary
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What are some of the best things about your team?
We have a good team cohesiveness.
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The effort to try and make sure we're looking out for eachother
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My team is a bunch of high performers that do not need a lot of direction.
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They work together and collaborate on issues.
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Some of the best things about my team is that everyone is friendly and helpful. The team always shows up to help team members and cross-functionally to improve processes.
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What do your coworkers need to improve and how could you work together better?
Many of my coworkers were not trained because MANTL prioritized revenue activation over onboarding/training. Dan Milgrom openly admitted this during the April MANTL all hands meeting. The lack of training placed a huge burden on the employees at MANTL that actually know how to do their job.
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improve product knowledge of client facing resources
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They are not at all inclusive of the entire team.
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Not all coworkers are hard to work with. There are some that make work way more complicated than needed. Communication is a huge factor. How we communicate internally, to clients and within our team is an area for improvement.
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Teamwork. Remove the "Us vs. Them" mentality. Stop being our own enemy. Escalations are questioned beyond a simple "business justification".. Coworkers are lectured/ scolded, for pushing to get work done. We spend more time lecturing each other on process than we do completing the work.
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What is most positive about the culture and environment at your company?
We encourage each other and listen to provide support with difficult work loads.
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The culture used to be amazing, but it is in a rapid decline. They have let a subsidiary take over, and it has ruined what Alkami used to be.
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The most positive thing about the culture and environment at Alkami is the inclusivity. Alkami does a great job to acknowledge individualsc cultures and holidays.
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Reiterating my previous comment, everyone is always willing to jump in and help resolve client questions/issues and push one another to be the best we can be in our role.
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I am truly honored to work with such a great group of people. I love that everyone on this team shows up and does their very best, and I appreciate how we all help each other whenever needed.
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What needs to change to make the company culture better?
Company culture is strong and good
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What did you like most about the interview process?
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What would you improve about your company's interview process?
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What makes you most happy at work?
Getting to connect with my clients and peers.
Review from Customer Success Dept
Lots of new technology and some of the people I get to work with.
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What makes me happiest about work is the people. The people hear are friendly, supportive and are always willing to help.
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It feels like we make a difference for a clients when helping them get the most value out of the platform/systems they're using.
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I take great pride in the solutions I support and find it rewarding when clients are satisfied with their implementation. I value being able to rely on my colleagues and having the necessary resources to ensure projects progress efficiently. I appreciate the flexibility I have in managing projects
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What's going wrong and how can it be improved?
An entire leadership change at MANTL to people that actually care about employees and cares about doing what is best for the customers. Also MANTL contracts need to be changed to incentivize customers going live. Right now the pressure is all on MANTL and clients know this.
Review from Customer Success Dept
The complexity of Alkami's architecture combined with constant organization changes to people and process make it difficult for us to deliver in the market. It can be improved with simplification of structure and proactive management instead of constant fire fighting and context switching.
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Leadership is too focused on gaining more revenue and not investing back into the company and its employees. Leadership is grossly overpayed while actual employees who keep this whole ship afloat are overlooked and walked over. It's not a good spot for a company who brags about their culture.
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We're understaffed and overworked. This is not an issue that can wait 6 months for additional hiring or AI to magically fix this. Morale is suffering. Burnout is happening. Customer relations are suffering. I have very little faith in Alkami's future because of this understaffing.
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The complete lack of transparency and total whiplash that comes with changing priorities makes it difficult to understand the value of my contributions.
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What do you like best about your company?
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What would you most like to see improved at your company?
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