Pros
The individual contributors are some of the most talented and warm people I have ever worked with. The product is strong, although the title industry is very resistant to technology so most clients don’t understand the full ROI because they refuse to use more than a small portion of the product. There was a time when I would have rated this company a 5 but the true culture was exposed once the market turned.
Cons
- No metrics available for CSMs to quantify ROI - Bigger focus on demo/sales goals than client satisfaction. The CSMs are really more like AEs with call and email goals. - Very little opportunity to be strategic. You’re either putting out fires or desperately trying to sell something that most of these clients don’t need - The title industry is a grumpy bunch and they are under a lot of stress. That stress is then passed onto you. It was not uncommon to be yelled at, cursed at, etc. - Inexperienced leadership that defaults to micromanagement because they don’t know what they are doing. It is truly the blind leading the blind. - Completely unnecessary daily meetings that are a waste of time for everyone and include updates that could have been sent via slack or email. - Managers who check your calendar, want to review your inbox/outbox, monitor the amount of calls you make, but are not able to help at when you have a client escalation and expect you fight internally for customer requests - There are very few resources available and you are expected to figure things out your own. You will waste hours trying to solution a use case instead of getting the proper support which results in both employee and customer dissatisfaction. - The main product is great. The upsell products have a ton of bugs and do not fit the needs of regional markets, resulting in constant churn requests. - There are bugs in the price increase process, in the billing, and almost every other system so clients are often double-billed, unexpectedly billed or overcharged and then you are forced to investigate the issue - No customer-facing accounting team so CSMs handle billing complaints, which are many - The legacy clients are often getting products for free or don’t have contracts. They are entitled and think because they have a relationship with the CEO, they can get anything they want. The sad thing is, they often do so it sets a very difficult tone for the CSM. - Constant turnover so your book of business changes frequently