Lack of communication from Account Reps- anyone else?

I found this a few times in the past, although not always someone leaving the company.  Our current Account Manager is awesome, and I am confident that if something changes and we are no longer her account, that she will let us know.  But you're right, BB should be more proactive in making sure that all customers know who their Acct Mgr is, how to contact them, and when that relationship changes.



I just checked [My Account] on BB.com and it doesn't appear to list the Acct Mgr there, which would be an excellent place to have that information.  There is a button there to chat with sales, so I would suggest doing that and asking them who your new Acct Mgr is and how to contact him/her.



Good luck!  Hope you end up with someone awesome who handles your account for many years to come.

I have to say, I'm not sure who our rep is right now, and it there's a place to look it up, it would be convenient, but given how often I'm emailed with a new rep introducing themselves, quite unneccesary.  I don't really know what the rep does.  I'm doing all my homework now about a product I'd like to look at, becasue I know that as soon as I get into the toils of the sales department, I'll be called and emailed with annoying regularity.The sales pitch is in itself irritating,becasue half the time, the salesperson really doesn't know how all the products intertwine and so can't answer my questions.  Since we're quasi-federal, we move with glacial slowness and have NO money to spare, so when I say "I'm looking at next fiscal year at the earliest" the sales department really ought to stop driving me nuts!  I agree with Aaron - the internal communication they said they were improving should really include a better coordination between account reps and sales - I've been contacted by an account rep AND three separate sales people AND the support person working on a problem all at the same time.  If the account rep is supposed to be for our account on the whole, they ought to have an overview of what we have, where we're having problems, and what products we're interested in.  One hand's not talking to the other in the customer service universe at Blackbaud.

Customer service from Blackbaud?  We have had similar experiences with turnover of representatives.  The level of technical support from Blackbaud doesn't meet my expectations nor is it anything I'd call a 'value'.  There's much more 'value' found in discussions within this peer community.