Pros
I would have said benefits before the Charter acquisition.
Cons
Billing is so bad its borderline criminal. There is nothing driving billing accuracy so they over bill, bill for things customers don't even have, and bill for things deprovisioned months or years ago. And it's on the customer to notice and dispute it. No QA. Which takes months and in some cases a year to get resolved and multiple escalations. Usage billing is separate, vague, and chronic. Customers have to inquire every month why they were billed for usage. And often times its not valid and we owe the customers credits. Billing is half your day in sales. And customers leave over it. There are no SLA's for anything so no one is accountable except sales. Multiple requests and emails just go unanswered by folks sales rely on to do their job. And its considered acceptable to just not respond. Even managers don't respond. No urgency on anyone unless you are quota bearing. No ROEs so every day becomes a cage match as to who owns what account and when accounts move. Every time its upto the manager. Which incentivizes dishonesty, rewards favoritism, and creates toxicity within teams. No other sales organization does not have ROEs for this exact reason. Implementations take way too long, sometimes years. And customers cancel because of it. Single threaded in many areas where theres one Engineer so responses are delayed or nonexistent when that person is out. And what happens when that one person leaves?? Ive seen products just not work. Backups for example just weren't working and customers left. I've seen a customers DR not get done because the Engineer "got distracted and forgot to come back to it". I've seen firewalls not be set up properly and its upto the customer to drive all of it. Theres alot of favoritism at the VP level and if you are a yes person you will go far. Alot of turnover at the C level.
