Left feeling stressed and burnt out.
Pros
The people in the trenches are wonderful - overworked and constantly stressed, but they go above and beyond for their customers to accommodate for the severe lack of support coming from middle and upper management. Work from home is good, although you will be working plenty of evenings if you have to liaise with their UK team.
Cons
Middle and upper management have absolutely no idea what they are doing. They have very little understanding of the software that they sell and support, therefore cannot help to troubleshoot any issues that come up. You will be left on your own to figure it out - but don't worry, they will swoop in at the last minute to steal the credit. The software itself (Dentally) is one of the worst PMS I have ever seen, and I have used a lot of them as a customer prior to working at HSO. They make a lot of false claims and manufacture their statistics to hoodwink customers into a sale. Despite having many people in the business with genuine dental experience who could guide them to make more sensible changes to the software to improve its functionality, they do not welcome input. It's a huge boys club, with disgusting toxic masculinity evident everywhere you turn. At staff events, the sales guys would talk about female employees with "huge t*ts" and how "I would love to hit that". Female employees have left in droves over the past year, and are being replaced with men. They have a training budget and "encourage" you to take courses to upskill, but refuse to authorise any courses might actually offer you career growth. On career growth - good luck. They very rarely offer anyone a promotion, they prefer to hire externally and let the existing employee train their new manager on how to do the things that HSO didn't feel they were qualified to do themselves. You are forced to take 3 weeks of annual leave over the Christmas period unless you work in support. You are not permitted to take any longer than 2 weeks at any other time in the year unless they submit a "business case" to be reviewed (and denied) by the GM. You will not receive adequate (or any) training. I was extremely lucky that I had prior experience in my specific role, because without it I would have had no chance at succeeding. Remuneration is not competitive. You will likely be able to negotiate a wonderful starting salary, however you will not be able to secure an increase after that. Despite having an exceptional performance review and being commended for my service, I wasn't even given a cost-of-living increase, and my KPIs were altered so that I was no longer able to achieve my bonuses as they were dependent on other people performing well.