software engineer

senior software engineer

account executive

sales representative

sales consultant

Constant Contact

I enjoyed working there but had to leave when I found out I had thyroid cancer. I went from a star employee to handle times and scores were great and I was promoted to a Pilot Team, and excelled there, but when my health became a problem and there were days I was puking up blood in the company bathroom or bleeding uncontrollably I got reprimanded for trying to leave early. My self esteem and mental health took a complete nosedive after getting the cancer diagnosis. I applied for paid medical leave but was denied because I was "part-time" (Colorado loves to employ people for 35 hours so they don't have to give them benefits it's absurd) and hadn't accrued enough hours in the year yet, and so I quit that day, and because I did not put my health further at risk and work the two weeks before my cancerous thyroid removal surgery and quit that day, was not allowed to come back when I reapplied when I was in remission. This company has a great culture and great client development, there were many issues with IT the year I worked there due to upgrading systems that made most calls tenuous and difficult for months on end, which also may have affected everyone's mental health as we would be bombarded with angry calls for hours while the old IBM systems were replaced, but I felt and still feel strongly to this day that HR should have worked with myself and other employees who worked there on better medical benefits for part time workers, most of us who had children and had to work the 7-3 shift. Also, the company's policy on snow days was completely absurd I remember that 25 didn't often used to be plowed until 8 or 9 AM and we had to be in at 7, making the trip in the early morning in winter whiteouts extremely dangerous, and there being no work-from-home option on snow days and not nearly enough management staff onsite to help deal with those issues, as well as the company did not follow state or county government guidelines regarding said snow days, so if you had kids out of school you were basically screwed out of any PTO. The break room and company picnic and staff fun days were excellent, however. 

I've been with CTCT for over a year in a phone customer support role. I appreciate the stability in income and insurance the job provides as the pandemic rages on. We continue to work from home, there is no pressure to return to office, and there is general understanding of the challenges WFH presents from management. Work/life balance is great in this role. This is not a job I think about after work ends or on the weekends. PTO and SST time is quickly and consistently earned for full time hourly workers, and we are encouraged to use it. 

However, CTCT continues to make changes to the product, both for good and ill, without communicating clearly the changes to customers, or communicating to support agents how to troubleshoot/support the changes. Even in a support role, we are expected to try to upsell customers on additional services and have sales metrics to meet every month, which can be stressful. If metrics are not met three months consecutively, you are eligible for termination. If you meet your metrics and are good with the customers, they will increase the types of calls you are trained to take without increasing your pay- many "promotions" come in title and work only. In 2020 there were no cost of living/merit raises "because of the pandemic" despite CTCT having one of the most profitable years in a long time. The recent acquisition and separation of CTCT from NewFold continues to cause troubles for support agents and customers as bits and pieces of CTCT services are pulled away and absorbed by the new company. 

Customers are also mostly older and not tech savvy. They have a tendency to blame customer service agents for everything from "things not working like they used to" to their internet not working. There is often a long wait for a supervisor if a customer escalates, which is frustrating for everyone. 

However, this is a stable job in an unstable time. If you can let customers roll of your back and don't mind upselling people on a mediocre product, this is the role for you. 

I have worked at Constant Contact for almost three years, and if it was not for an insane commute that I simply cannot take any more, I would enjoy many more years. 

When I first started, I was shown an orientation video that displayed, as you would expect, employees having fun - The kind of thing you probably would not take seriously as an employee.  Propaganda, obviously.

It wasn't.  The team really is as crazy as that sometimes (but we all take our work and the customer seriously!) - and i've been a part of that kind of event. 

It is a lot of fun, and very fulfilling as a job - plus the pay is comfortably above the average, even for a new call center agent, which is a plus!

There is often free food (to the point where if you are not careful, you WILL gain weight),  and many events going on frequently.

By far, however, the level of support has been absolutely mind-blowing -- In some of my toughest times, where I was close to breaking down because of a personal issue that was entirely up to me to cope with, management has gone out of it's way to help make me comfortable at work (assigning me to activities that did not require me to be on the phone).   They did not have to do this - it was entirely to MY benefit and not the companies, but i have never forgotten all of the hopes they have gone through for me even when I was a brand new employee.

It's a hard job - there may be cake, but it's no cake walk, but you are rewarded amply for your efforts.  

Working for Constant Contact has been some of the best experiences of my professional life, and I cannot recommend them highly enough.

Watch out for the commute times if you apply for the Waltham, MA location, though.

The past few years have been very different from when I initially joined the company. There used to be a very clear promotional ladder, management encouraging growth, clear and well thought out initiatives, and a flourishing culture. It is very obvious after losing over 30% of our engineers that this has changed. Unfortunately our new upper management has been with holding promotions for a long time, giving engineers initiatives with no idea what they even want, and lacking the support they used to provide. Many people I worked with have been performing above and beyond, in fact the company has been boasting increased revenue over the pandemic. Why is our revenue increasing and pay going down? Overall compensation in the engineering department has gone down A LOT. We are struggling to backfill, people are not getting promoted after YEARS of dedication. Managers are fighting to promote and retain engineers, yet upper management is turning down most of the requests. At this point I wouldn't be surprised if we lost half of our engineers. I am grateful for the incredible experience I had working with Constant Contact, but that is no longer the case. 

What is the best part of working at the company?
Going to the Boston in January for company trip

What is the most stressful part about working at the company?
This is not a company I would recommend working for unless you truly don’t have other options.

When I first started, things were manageable. However, that changed once I agreed to be cross-trained. I was told it would be optional to remain in retention or stay solely in billing, but that was not the case. Despite only signing an offer letter for a billing agent role, I was required to remain cross-trained without a real choice in the matter.

Management was another major issue. Communication was poor, and support was inconsistent. When you’re on a call and need assistance, it can take 30 to 45 minutes to get a response—if you get one at all. That level of delay is unacceptable when you’re trying to assist customers in real time.

There is also a heavy level of micromanagement, which makes an already stressful role even more difficult.

Lastly, I want to address compensation. I met the criteria for a retention payout, but on my final day, I was told I would not receive it because I would no longer be employed during the payout month. This was never clearly communicated beforehand, and it felt like my work was used without fair compensation.

Overall, my experience was disappointing due to lack of transparency, support, and follow-through.

What is the best part of working at the company?
Things I loved, not in any specific order were esprit de corps, constantly caffeinated, free lunch when on-site, Fantastic office if you were not remote and always having someone to reach out to when things were not going well, or if you had a question.
However, after training it was sink or swim, either you got it or you didn't. Sales 200 calls a day was normal, 1% close rate sales normal, of the 6 people in my class 5 were asked to resign after 2 months, one stayed, that one had worked there before in customer service so that person had a significant advantage to the rest of the group. 
Would I do it again for sure the people there were lively and plugged in, you always felt a sense of action action action. If I had known some of the tricks my first month instead of in my third month I might still be there... Just the same I will probably use constant contact in the future it is a first-rate platform. I wish all my former colleagues well!!!!


What is the most stressful part about working at the company?
Not making the goal, and not being able to adjust to a specific selling style soon enough to save my job. 

What is the work environment and culture like at the company?
Top Notch. loved the group I was with 

What is a typical day like for you at the company?
Log in, make calls, send emails, speak with trailers repeat repeat repeat repeat .....

Pros:
- good work life balance
- good health benefits
- remote-friendly since Covid
- good mission - to help small businesses and non-profits

Cons:
There has been an astounding amount of attrition in the past year since the most recent acquisition by a private equity firm. It seems like executive leadership doesn't want to hear why so many talented people have left and instead publicly complains that they were not grateful for what they had. That is not the way to retain talent. Because of this, culture has taken a huge it and therefore morale is at its lowest I have seen in my 10+ years here.

That said, it seems like they are trying hard to slowly rectify that. There is still a long way to go in order to compete with other tech companies, but it is refreshing to finally see some movement in the right direction. Sadly it's too little, too late for many.

Advice to Management:
Please improve communication throughout the company and be more transparent about things. I think people will be receptive to honest reasons why they don't get competitive annual increases or equity. Please also reconsider the heavy use of off-shore outsourcing. It's one of the reasons people feel less invested in the company.

If you know what you’re doing, most of your day is going to be relatively straightforward. If you possess good outside the box thinking and a strong understanding of the product, you can’t fail. However, a lot of your day is spent supporting internal agents in T1 who are rarely prepared properly for the role and are encouraged to seek out T2 assistance instead of learning the product and helping customers themselves, which leads to a lot more basic handholding than actual technical troubleshooting. The pay isn’t bad but it’s not great either. Yearly merit increases are pitiful, turnover in both this department and others is at the point of being a revolving door. I stay purely because I’m able to work from home and I have enough experience where I can get through every shift fairly easily. If you’re looking for a role that is mentally stimulating, career advancement and expect your pay to increase noticeably, look elsewhere. Upper management is a complete joke and the company culture has taken a major downturn over the past few years.

Constant Contact has capable individual contributors and many collaborative colleagues, but the overall organizational experience is marked by inconsistency in direction and leadership alignment.

Priorities can shift frequently, which makes it difficult to maintain focus and execute against a clear, long-term strategy. This often results in teams operating in a reactive mode rather than working from a stable, forward-looking plan.

Leadership communication and operational execution do not always feel fully aligned, which can create fragmentation between stated goals and day-to-day realities. This gap can make it challenging for teams to sustain momentum or build cohesive long-term work.

There also appears to be an outdated management approach in some areas, particularly in how structure, decision-making, and employee engagement are handled. This can impact clarity, consistency, and overall organizational effectiveness.

While there are strong individuals throughout the company, the broader system can feel directionless at times, with a lack of sustained focus and cohesion across teams.

The company has a wide-open floor plan with the cubicles setup for employee interaction. It's a call center: Answer customer phone calls to provide support for technical issues and marketing advice. Team Leads are responsible for small teams in order to (hopefully) manage and be available more effectively.Each agent is held to strict monthly KPI's - phone call length, survey scores, recommendations for upselling enhanced product features and successfully upselling the product features. Failure to meet any of these monthly KPI's will initiate verbal warnings, written warnings, final warnings and ultimately termination. There is a high turnover rate of employees as a result of the KPI's and how stressful it is to make the KPI's. Advancing is difficult even if you do make your KPI's and it would also require a lot of "who you know" vs. "what you know". The employee culture can be a turn-off. It takes a lot of time for employees to warm up to each other. Communication & interaction between employees is more effectively done through chat systems instead of in-person.

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