Great Until It Isn't - Senior Account Manager Veracross Employee Review

Many of the reviews on here seem to be in reference to the old Veracross - the family company that ceased to exist when the company was sold to a private equity firm called BV Investment Partners around 2019. What was once a family company has, over the last few years, become the most soullessly corporate institution I've ever had the misfortune to work for. Prior to 2019, the employees were generally treated as human beings that were part of a team. Following the acquisition, there was a gradual yet obvious change as everything became a metric. It was no longer about having a meaningful interaction with a client and leaving them with a positive impression - it was about getting them taken care of and moving on to the next ticket as quickly as possible to make your quotas. Development efforts on older, heavily-utilized modules languished and bugs piled up as all development efforts were shifted toward creating new, buggier software that we could sell to clients, because that's where the money was. Meanwhile, the software that the schools purchased in the first place started to die on the vine. School clients would often complain that their Account Managers never stuck around for very long - that's because the company, as a matter of policy, will overload their support personnel with more clients than any human being could reasonably support because of their adamant refusal to make any new Customer Service hires. Since 2020, the number of clients has nearly doubled but the size of the Customer Service team supporting those clients has grown by single digits. There have been more Sales hires than Customer Support hires. An absolute bargain basement of an HR department. Do not make the mistake of believing anything that they tell you - independently verify with your manager that what they tell you is true. This comes from personal experience as well as the experience of others. Most HR departments are bad, but I've never come across one that will so overtly try to crush you in the interest of The Company. Their compliance measures are also virtually non-existent. This company makes databases that store personal information about minors and their families, and there is very little by way of security to protect that information. Any employee can access any piece of data from any school at any time. They have been missing several important security certificates for quite some time. Overall, a good company to start your career, but get your experience and get out because they will suck the life out of you in service to their Private Equity Overlords.