Pros
Great individual contributors Middle management cares about the team below them
Cons
Leadership does not care at all Raised issues around security, stability, or scalability are often dismissed The platform uptime and usability has become a joke with customers which create uncomfortable call situations Diversity is only addressed when someone stands up and yells about it and then it is "mission critical" only to find out it's not actually being addressed Favoritism is widely observed Benefits are often an issue between having medical bills rejected or pharmacies not being able to fill medications No one takes accountability of issues or ownership of resolution of said issues Customer Success has 0 leadership and direction Focused more on Gainsight than getting data out of the product that already existed CSMs are asked to do a lot of work without training, support, or guidance PS is asked to pick up the piece of every department regardless of engagement Technical Support has no leadership and the middle managers are not trained so ticket resolution stats are exponentially higher than the industry norms. CS leadership is more concerned with offsites and meetings than working through and getting issues resolved Issues with team burnout and overworking are told that 3rd party tools and automation are key to success but no one is working on this Requests for headcount are disapproved because "there is no money" but during company meetings it's widely discussed how much funds are in the bank.
