Pros
We have a team that is willing to work together and a manager that is in the trenches with us. She understands the struggles the front line CSM team goes through (both internally and externally) and she is able to help my team and I out as best as she can. Our department has strong leaders individually but they don't have the decision making power to push forward with promotions or decisions.
Cons
Listen to your front line staff about what client's are saying about the process/products. Our leadership team is constantly chasing after the wrong strategy and it's detrimental for the clients (and the CSMs who are responsible for retaining clients). I was promised a promotion - unfortunately it has been MONTHS and I've just been told to keep waiting. Truly a dangling carrot in front of me. False/Empty promises have been detrimental to my mental health... I've been working long hours and extra effort beyond my responsibilities but no promotion in sight.