Pros
I genuinely feel supported on the Solution Services team. The managers I've come across are knowledgeable and helpful. I feel like our director cares about upward mobility and the growth of SIMs. The benefits are great, I believe in the product, and I appreciate the company culture.
Cons
The pay is not great as compared to what you get in the rest of the industry. Having to log billable time can feel very micro-mange-y but I suppose it's a necessary evil when the nature of level packages are to have quick turnaround times. While direct mangers and our director are great, I find the Sr. Managers in between these two to be rather unhelpful and too numbers focused. Sometimes they come off as not really caring about the quality of the implementation, but more about getting it done in the allotted hours and timeline, even if being more liberal about extensions and overages, or increasing the default allotted timelines and hours, would make customers happier, reduce stress for SIMs, and lead to higher quality solution builds. Another critique I have is that the sales team tends to oversell what Smartsheet can do, leading to huge problems on the implementation side. I don't think the sales team is as technically trained on the product as they should be, leading to many escalations on engagements that could be avoided.