How does Z...

Question

How does Zendesk's training and onboarding process prepare new sales team members, and did you feel adequately equipped for your role?

Current Employee · Accepted Answer

It's a very poor onboarding process. I've been here for 3 years and from what I've heard from new reps coming on board they feel wholly unprepared for their job and it typical comes to the older agents to help answer questions, show them were certain resources, etc.

Current Employee · Answer

They don’t have much in the way of actual training and do not prepare their reps for success. Post-onboarding it really just depends what type of manager you have and how much they care about their own reps succeeding. With the exception of a handful of managers at Zendesk, most are checked out.

Current Employee · Answer

I could not help but express my frustration about how poorly enablement and onboarding set up sales teams. The lack of modern sales tools like Gong/Kaia/or Chorus has negatively affected sales, Success, and Support. The sales support teams are living 10+ years in the past.

Former Employee · Answer

when I worked at Zendesk their training was top notch

Former Employee · Answer

The onboarding is relatively good, but insufficient. The need for daily operations and starting to work directly with clients accelerates the learning process, making it more of a self-service experience. Although there is a formal enablement program, it could be more up-to-date and tailored to market demands. The product itself is relatively straightforward, but they should delve deeper into unconventional use cases during the onboarding phase, as this would be a big hit for bringing value to clients.

In reality, the most effective onboarding comes from some sales managers who genuinely care for the team, but not all have this mindset. Overall, I would say it is just good, but it could be better. If the onboarding were improved, the success rate would increase, and frustration would be reduced.

Former Employee · Answer

I have been gone for a few years now and, since going private, I don't know how Zendesk onboards new team members. In 2017, it was pretty extensive but I'm sure that's changed.

Current Employee · Answer

poor onboarding, a lot of self paced courses, every sales division above SMB is not taught about the product or how to demo.

Former Employee · Answer

Very good training if I recall it was like 2-3 weeks long. It was def well done!

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Zendesk

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Anonymous Q&A

How does Zendesk's training and onboarding process prepare new sales team members, and did you feel adequately equipped for your role?