Okay so in the most recent acquisition we picked up around 150 clients and their services and licenses and all.
The company we acquired did NOT have a procurement department or a licensing expert or anything like that, they had an outside accounting firm that apparently nobody ever spoke to for any reason.
The most recent hellish way that this has manifested is that client domains are registered to individual godaddy accounts that are paid on the credit cards of whatever tech worked most with that client. There's minimal documentation of expiration and every renewal is a surprise and all of those cards have been cancelled.
So my job today is to see if I can find out how we are paying for 200-400 domains.
Actually! Actually! I would like to talk about this with adults who have regular jobs and know how things work.
I say that this is my job for today but this is not a job that anyone has assigned to me, it is not something that I will be punished for not doing, it is not high on the list of priorities.
However it is something that NEEDS to be done and if it is not done will result in client downtime and possibly in the loss of domains that the clients really, really, really need to keep.
So I have assigned myself this task to save us from getting fired later, because we've been fired by two clients whose domains lapsed under our management.
So here is where I'm struggling:
If I don't do this, nobody else will. It is within the wheelhouse of things that I'm supposed to do generally (licenses, lifecycles, CX, etc) and I am one of maybe two people at the company who *can* do this.
IS this actually my job for today?
There are other things on my calendar that are definitely higher priority, that I'm going to do before I do this. But should I be doing this at all?
My thought is that yes I should be doing this, it should be obvious that we need to do this and that it needs to get done quickly, doing this will help with client retention and satisfaction and will make our accounting team less likely to kill people with machetes and is SUPER DUPER IMPORTANT to clients for many very obvious reasons.
The thought of NOT doing this is upsetting because it has potential to be very harmful to our clients and in turn very harmful to our ability to retain clients.
But is it my job or am I buying trouble for myself that I shouldn't bother with?
To me this feels like a five alarm fire but nobody else at the company is treating it that way so. Is this less important than I think it is?
The fact that I am asking this makes me feel like I'm crazy.
I am the only person doing customer experience work at a company that feels like it could not physically give less of a shit about providing a good customer experience.
see I am the kind of employee who will see the issue. Look to my boss. and email "this is the issue. these are what I feel are the consequences of not doing the thing. these are my other, 'higher' priorities. Please advise." The point isn't to know what's more important, etc. The point is that you're already stewing in stress over it and you need to be a little bit of a squeaky wheel about it (imo).
