Pros
Good salary, remote work, growth opportunities to sales positions, tons of experience regarding what not to do.
Cons
As a CSM you are expected to get to know your customers, and how they use the software, build a relationship with them. You are expected to get to know your business partners, and build a relationship with them. You are expected to advertise to our customers our upcoming webinar's, product updates, product releases, any and everything to drive more interaction. You are expected to setup customers with needed resources to get support, and escalate when the customer has a very impactful issue. You are expected to create the quotes for renewal, and cross sell/upsell to every account, at very least pitching. You are expected to know and understand about 35 different enterprise level software offerings, and know how to combat the competitors and handle customer objections. You are expected to handle legal agreement negotiations, and facilitate internal conversations to generate red lines. You are expected to attend meetings far outside your time zone and work hours, many of which will be cancelled within 5 minutes of the meeting starting. You are expected to "protect the renewal" from internal stakeholders that will try and lower the value of renewal to sell new product, and simultaneously have the requirement to sync with these stakeholders before engaging the customer or partner. You are expected to do all of this without proper documentation on processes, without systems that function fluidly, and that most at the company do not know how to use. You are expected to handle customer success engagement for accounts that you do not renew the contract for, and are not compensated on. You are expected to generate leads for other CSMs to pitch during their renewal for the accounts that you work. You are expected to pivot mid quarter to a backdated compensation plan that could be released at any time. You are expected to workaround system issues that will consistently come with system updates, and will be addressed very slowly if at all, even if it is a mission critical issue. This is a lot of expectation, without the needed support, direction, or understanding of how thin you are spread by upper management. Real world concerns are dismissed by a perfect world scenario that does not, and will never, exist. Ultimately, if you aren't entrepreneurial enough to run your own business, you will struggle to maintain your role at HCL Software as a CSM, and if you are you will be better rewarded elsewhere, or working for yourself.