Pros
Great sense of camaraderie, front-line employees and managers genuinely care about one another, relaxed environment, video games in the break room and catered lunch on Fridays.
Cons
Upper management and executives from parent company do not care about our customers nor do they putting valuable resources back into the company that will improve employee experience and agility. Sales reps are not effective at handing off clients and client expectations are often misaligned once they reach a CSM. Employees that are not managers are ridiculously underpaid and undervalued. Frontliners have little to no voice or autonomy to try new ways of doing things because of the lack of resources. Customer Success is not seen as an initiative by all departments. Product does not see efficient improvements and customer feedback is not implemented at a speed that is acceptable, typically taking a month or two before major bugs/issues are corrected or prioritized. Tenured employees are not being adequately paid for the time served with the company. When product updates are released they are not properly QA’d and rushed which makes the company have a poor image and hurts the relationship with clients. Everything ties in with how little the parent company puts into this business. Innovation should not be a core value if you are playing catch up with competitors. It’s difficult to buy into the mission when executives and parent company are not bought into the employees and their quality of life.
