Vantaggi
- The Customer Success Manager team in the UK is very inclusive, empowering and supportive - Culture is great, especially in the London office - friendly hello's and farewells, open collaboration, managers (especially CSM Managers) genuinely listen to constructive feedback and make changes. Friendly chats during the tea breaks. - Positive, inspiring and ambitious updates from leadership - COO from the US visits often (I think monthly) and the CEO flew over for a few days before the Christmas party. As the company grows there is more transparency over the direction of the company and where we need to improve. - Entirely new HR team in the UK are making huge differences - set up formal performance review tool for equitable recognition and renumeration. - Career progression is varied, with the CSM managers being very supportive and encouraging on where you want to go - can stay as a CSM to be a manager or transition into other teams like Product or Impementation or Learning and Development if you wanted long-term - Terrific buddying system so I had daily check-ins with my buddy to make sure all my questions were answered and anything that my buddy couldn't answer was escalated to my manager. - Stellar onboarding process - you have time to deeply learn the platform with engaging written materials, videos, quizzes and assignments. Then have milestones throughout the first few months to present to the team what you've learned and demo the platform. Great to do that instead of being through in front of clients without knowing the technical functionality! - Fully stocked fridge for egg, ham, vegan ham, cheese, salad, with bread and gluten free bread for sandwiches. Cereals, oats, fruit and cow and vegan milk. As well as huge range of herbal tea! - Central location, easy to get to from Warren street and near Oxford St shops or local supermarkets/pubs - Dog friendly office so a couple come in once or twice a week - Month of August can work remotely from overseas - Great tech stack to support CSM work - Gainsight, slack, Slaeforce, Gong, AI-fueled meeting analysis - it helps you do your job better and focus on the high value clients - Work-life balance is nice, can work remotely or from home 2-4 times a week depending on your contract. Most people finish up on time so not pressured to work late. Often was asked to join a group going to a pub after work. Team sports like football team and table tennis tournament is available to join - Growing team so you actually have people creating the resources and analysis for you to do your job better (learning and development, Sales Enblement, Market Research, marketing teams, Customer Success Operations etc.) - works with Be Inclusive Hospitality Company to empower more diverse hospitality workers to thrive in the industry
Svantaggi
- Pro and a Con is that Harri does look for people with Hospitality industry experience but less or no experience doing their actual job, so sometimes team members may have a steep learning curve to understand their core roles and adapt their strengths to the tasks. But it does mean employees know client struggles really well and have built software that is tailored well for hospitality. - The CSM team members do have to work hard, and sometimes have to juggle a lot of clients which is tough, but sometimes expected. Use of efficient tools helps improve prioritisation - Employee benefits like the cycle to work scheme wasn't available until you had passed probation period - No union to join (but I suppose that's typical in tech companies)