Pros
The only pros are that we work remote, have unlimited PTO, and the middle managers & most of the CX team are amazing individuals, who work hard - despite how much work is thrown at them - and do everything they can to help each other out.
Cons
This company is an absolute mess and senior / executive leadership has absolutely no clue what they are doing or how to run a company. The internal systems do not work and were never setup to work to support the teams. Client contracts are either non-existent or completely wrong because of the way the new system was setup yet leadership has threatened (in writing) there will be disciplinary consequences for anyone who does not hold clients to these fake contract terms. The billing is an absolute disaster. Senior leadership rolled out a new billing system but were not properly staffed or ready for it so when the migration happened, it basically broke the systems and there are still some clients who have not received invoices since February. 2024. The "contractors" they hired to fix this (mind you, they laid off 7-8 billing staff members 2 months before rolling this out knowing they only had 2 FT billing reps to support this massive undertaking) don't seem to be trained and with the volume of work, are unsure what's going on or how to manage the new invoicing. In combination with the contracting system that is basically useless, they send invoices to clients that are incorrect (services wrong, pricing wrong, service dates wrong) and then tell other teams that they need to fix it when the clients call upset. Products frequently have issues and there is no communication system setup to inform clients of annual price increases. Leadership makes consistently poor decisions that affect the clients AND all employees without regard to its impact, strategic planning, or truly, what seems to be, any thought behind it in general. It's amazing to have unlimited PTO but the teams are so stretched thin, the CSM's are insanely overworked and their account loads WAY too high. Some CSM's manage over 13,000 accounts on their own (for context, industry practice at most other tech companies are between 100-200 per CSM. The terms of service are not in line with standard tech industry so when clients have issues with the billing or service disruption and they want to cancel, they can't because their contract "auto-renewed for another 12 months" but they were NOT informed, the CSM's take the heat and are then expected to save the relationship. For newer contracts, it's not so bad because it is written in the TOS but most clients have been clients for 20-30 years so they have paper contracts "scanned into the system" dating back to the 1990's that do not list the TOS, yet we're still expected to hold them to these terms. Even when you take PTO, you come back to hundreds of emails from upset clients. Lastly, the company fires and "lets go" anyone who speaks up about these issues and/or puts the foot forward to try to actually resolve them. This leads to a culture of fear and instability in job security. No one gets promotions, progressions are non-existent, and internal "job opportunities" no where to be found for current employees. Compensation is also below market average for most positions and annual merit increases are rare. Almost all leadership are white middle-aged men. No DEI and no opportunity for women.
