Pros
Permanent WFH is big plus and there are still some great people. If you can ignore the overall company culture and can "roll with the punches" the day to day can be ok. Being paid a technology allowance is a plus. The products are good or have the potential to be if customer feedback is actioned.
Cons
Company acquisitions have been poorly managed. The org structure is top heavy while some departments are severely understaffed and have a bus factor of 1. Looking profitable on paper is more important than maintaining a sustainable business. Spending on additional staff or resources is denied on the basis of cost so some departments are severely understaffed or only have one person able to do specific tasks due to a lack of software licenses. The sales model has moved to automated renewals but in a way that's poorly communicated to the customer and is sketchy at best resulting in temporary renewal income but a customer base that will never purchase again. I wouldn't be surprised if the company is gearing up to be sold again and is maximizing it's on-paper value based on some of the weird decisions being made that prioritize immediate profit over long-term customer satisfaction and customer retention. Cross-departmental communication is a joke. There will be the occasional cross-departmental social event but important information isn't communicated. Software development, sales, and customer support can have 3 entirely different sets of information about a product, so sales might be selling based on features that don't exist, development aren't aware that sales are selling based on these features, and customer support and finance end up stuck in the middle with an upset customer seeking a refund. Long-term company projects or goals can switch with little notice. Your tasks may change with little notice. You may end up doing the work of 2 people, or working on something entirely unrelated to what you were hired for with little notice. A policy introduced 3 weeks ago might no longer be a policy tomorrow. Communication around all of the above is usually poor. Lumivero might be a relatively new merger but it comprises companies with a 20+ year history. At this age and maturity the company shouldn't be embracing the worst aspects of startup culture. Metrics don't measure the work done. It does not matter if you're doing something simple that can be resolved in a single email or something complex that requires time and expertise - they will be counted the same. CSAT scores are also a terrible metric to base raises on when predatory renewal policies and inflexible refund policies inevitably result in a large volume of disgruntled customers. The rapid pace of AI advancement has clearly either rattled someone in leadership and they fear being left behind or they are seeing potential dollar signs and the company has pivoted hard towards AI without considering their customer base. Maybe I'll be surprised and the company will handle it well, but I am anticipating that the future will bring buggy, vibe coded applications developed on a tight timeline, AI driven support, and a purchasing and renewals process that's not customer friendly as long as it can be spun into something that sounds good and seems profitable on paper.
