Pros
Can’t really say there are any pros outside the fact the concept is cool.
Cons
- This is an account executive role and not a customer success manager role - They will say that they are hiring CS experienced employees to help build the team and collaborate but if you try anything outside of the CS Management’s, opinion you will be added to her watch list. - Management will tell you to try things but then expect you to send them emails before you send them to clients and then not get back to you. - Onboarding is non existent and led by the sales team. - Onboarding for clients is said to not be important but clients need and request to be on boarded because the materials sent to client automatically are not clear. - CS Management and other members of upper management will encourage you to not go to HR for guidance or help. - Management has no CS background but is mentored by the sales leadership team which is why this role is sales centric and not at all about client growth or retention. - The CFO will take the time to meet with experienced business professionals but nothing really will come from those conversations. - In my interview, they did tell me that if I saw a hole and came up with a business proposal it would be considered. That turned out to not be true. - The values Trace has as their core are not lived up to by any of the upper management team. - Weekends are expected to be worked - Turnover is so high and most of the team is looking to leave - You are not valued and your ideas don’t matter if you are not on CS Management’s favorites list. - HR is aware of all of these issues but their hands are tied. - Zero career pathing. You get promoted if management likes you.