Customer Success Customer Support And Account Management
There is still confusion everywhere on the differences between Customer Support, Customer Success, and Account Management. Understand the industry-standard outcomes that each of these roles drives and how the company that you are interviewing with has aligned them.
How the company aligns these roles will directly impact your day-to-day responsibilities and possibly your happiness.
Incorporate Case Studies Into Your Marketing Plan
Not only do customer case studies showcase the value of your product or service, but potential customers are provided with a better sense of how real customers leverage it to excel their business. And as a bonus, its free publicity for your customersthat’s a win-win in my book!
If you have any other tips for creating a successful customer case study, let us know in the comments below!
‘curveball’ Interview Questions For Customer Success Managers
Find out our top 5 ‘curveball’ interview questions for Customer Success Managers that will help you separate the strategic high performers from crowded candidate marketplace.
The primary objective of any interviewer is to make sure you get the best out of every candidate you meet, but sometimes its interesting to throw in the odd curveball question. These questions are designed to help you get a deeper level of insight around candidates and their potential.
Due to the broad range of backgrounds and skillsets migrating towards the area of customer success, it will sometimes be necessary to find potential diamond candidates in the rough. We asked our network of hiring managers to give us some of the curveballs they throw into an interview. Here are our top five curveball customer success interview questions.
#1: Tell me about yourself…
#2: Put the following in priority order: the business, the customer, yourself…
#3: How can you tell whether a customer is happy or not?
#4: When was the last time you asked someone for a favour? What did you need? How did you go about it?
#5: How many customers do you think you should manage?
If you’re looking to scale your customer success function why not check out our latest report entitled: So you want to be successful in Customer Success?
***NOTE OF CAUTION WHEN USING THESE INTERVIEW QUESTIONS***
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If You Had To Handle Multiple Problems At The Same Time What Would You Do
Skill: Task prioritization and time management
Customer success jobs require good work organization and flexibility. Usually, teams are understaffed and this means that they need to juggle between many cases each day. Choosing which ones require their attention at any given time is a skill. And an important one too.
A good candidate should prove that they know how to prioritize tasks and align them with the business goals of your company.
Example answer
I would go through them one by one and not try to do everything at once. The most natural thing to do would be to prioritize tasks by the amount of time they require, their urgency, and overall importance. However, evaluating them can also be time-consuming and ineffective. Thats why it is better to do it in real-time. In my previous job, we designed a system of tags and labels. It used to automatically organize task priority in our customer database software. And if someone was busy they could assign it to a different agent with one click.
What you should pay attention to as a candidate: Many employees take on too many tasks. Therefore, the ability to delegate tasks or schedule them over time is critical. Especially for managerial positions. Youll be better off if you admit that sometimes it is impossible to handle everything all at once.
Extra follow-up question: Do you know or use any good time-management techniques?
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What Are You Hoping To Learn In This Role
This sort of question takes a forward-thinking approach to this job, and hiring managers are looking for a few things here. Firstly, theyre looking to see if you plan on actually sticking around, or spending enough time in the role to learn and develop skills. Secondly, theyre observing how you self-assess your own skills. What skills do you believe you already possess, and what skills do you think youre lacking? Thirdly, theyre seeing if youre someone who values continuous learning, and how trainable you are.
The best way to answer this question is to highlight skills you already have, that youre hoping to advance, to showcase where your strengths lay. You should also answer this question in a way that exhibits your drive for on-the-job continuous learning, to demonstrate that you are extremely trainable.
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Customer Success Interview Questions
What Challenges Were You Facing And What Motivated You To Solve Them
This is the core of your success story: the problem your customer encountered that drove them to you. So ask questions that help your client really dig into the root of their issues and why exactly they were so bad.
The worse the problem seems at this stage, the more impressive your solution will become. Delve into the turning point when your customer knew their situation needed to be fixed, and what they were feeling at that point. What was at stake?
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Which Type Of Interview Is Best When Asking Customer Success Manager Interview Questions
Structured interviews make it simpler to assess candidates responses, especially when using interview scorecards. Avoid unstructured interviews, because they can lead to a bad candidate experience and damage your employer brand.
Unstructured interviews are also more time-consuming when compared to structured interviews. They are not as legally defensible because of the lack of structure and the fact that the interview questions may not all be related to the role youre looking to fill.
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How Would You Explain Our Product To Your Friends
This type of question, where the interviewer is asking you to explain their product, is used to gauge several things. Firstly, theyre again checking if you did your homework when it came to understanding their company and their product. But second, theyre seeing if youre able to deliver value and information effectively in a short amount of time. These skills come in handy in many aspects of Customer Success, including during customer onboarding.
In order to answer this question effectively, you need to demonstrate your persuasion and influence skills when speaking about the product and your services as a CSM. You get the chance to showcase your general communication skills, and display that youre easily able to get to the meat of a subject and express it in an engaging way.
Why Do You Want To Join Customer Success
This field has just gotten established, unlike other roles. You need to have the necessary information before you make this call. This question is certainly recruiters favorite one to throw at you out of curiosity to know what got you interested. Have you done your research to arrive at your decision?
To think upon, customer success is about helping the customers achieve the value they seek from a product or service to ideally meet their business goals. So, that requires you to know the ins and outs of the product. And that must drive you to a sense of accomplishment. If you feel so, it is only then you are in alignment with customer satisfaction as your priority. Else, it isnt a cup of your tea.
With that said, customer success is a multidisciplinary field. It includes you to be
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Required Skill Set Of A Csm
While the above skills are mandatory in a candidate and should be an essential part of their daily job, there are some more basic customer success skills which a CSM should possess. Lets take a brief look at them so that you can check these skills in them through the interview questions.
Peoples person
Interacting with multiple clients is the key responsibility of a CSM. Hence, they should be able to deal with tough as well as easy going clients. There would be situations when a CSM must be working on high-pressure situation. In your interview, you must gauge their capability to deal effectively in such situations. How do you deal with an angry customer interview question is one of those questions which will help you examine their response in tough situations?
Problem solving attitude
When you hire someone for a CSM role, make sure that they understand that helping their customers in every situation that is called for is their prime focus. Every time a customer approaches a CSM, it is an opportunity to create a positive impression about the brand. So, a CSM must do whatever in their capacity to solve the customers problem. If they cant do it by themselves, then they should know whom to approach. A director of customer success should be a part of this interview and assess this quality in a candidate.
Technical knowledge
When Should You Use These Customer Success Manager Interview Questions
Use these customer success manager interview questions during the interview stage, at the bottom of your hiring funnel.
We strongly advise you to use skills assessments before interviews, in order to evaluate candidates knowledge and suitability for the role before you actually spend time interviewing them.
With this approach, youll be able to filter unqualified candidates early on and only spend time and resources interviewing the ones who meet your requirements.
This will help you reduce unconscious bias, mitigate the chances of making a bad hire, reduce your time-to-hire, and help you hire exceptional talent.
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What Are The 3 Most Important Skills Candidates Should Highlight During Their Customer Success Manager Job Interview
The three most important skills for a customer success manager are:
1. Communication: The ability to clearly and effectively communicate with customers is essential for success in this role.
3. Organization: A customer success manager must be able to keep track of multiple projects and deadlines, and prioritize their time accordingly.
4. Interpersonal skills: The ability to build strong relationships with customers is key to success in this role.
Wrap Up The Interview
At the end of the interview, ask some general business case study questions relating to customer satisfaction and relationship management. You can use these to conclude the case study. This section of the interview is also likely to generate some potential customer quotes you can use in your .
- Have you referred us to your friends or clients?
- How likely are you to work with us again?
- How can we improve our product to best meet your future needs?
- In which other instances can you see our product providing a viable solution?
- Is there anyone else I can talk to for more information?
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Why Should You Tell A Customer Success Story
Case studies are more than proving your company’s achievements. Through eloquence and thoughtfulness, you can demonstrate your product or service’s power by telling a real story.
Think about it: Real customers use your product. Real employees deliver successful projects. Real customers, real professionals, real people.
What does that look like? Well, it’s educating a prospect through a thoughtful perspective, and answering the following questions:
- How did the client feel at the beginning versus the end?
- What struggles did the project manager face?
- How did they feel when they overcame them?
These questions will help you pull the key sections of your story and craft together a compelling piece of content.
Get Feedback From The Client
Once you have a draft, youll need to send it to the client for approval.
They may provide feedback on anything from the visual design to the way theyre portrayed.
We are delighted to launch our customer success story series with @GaryWidger, Head of Change at @mercuryeng – about how Mercury leveraged #nocode/#lowcode technology to connect their people through shared knowledge.
Kianda
Because this is a collaborative process, its essential that both parties are satisfied with the end result.
“Make sure to have the customers approve the drafts before publishing – that’s so important,” says Gullatt. “Customers may have to ask their marketing teams, legal teams before they say certain things publicly so you don’t want to burn bridges.”
This is why having a good relationship with the customer is key this will make addressing issues with the content so much easier.
Gullatt adds that flexibility is key.
“Be flexible even when it’s inconvenient because customers doing stories is a favor to you and your organization,” she says. “Making it easy for them and being patient goes a long way.”
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How Would You Ensure That Upsells Are A Part Of Your Role
Looking for growth opportunities is essential for the role of a customer success manager.
Ask candidates this question to determine how they would look for opportunities to maintain long-term relationships and upsell relevant products. Look for candidates who can provide examples of how they have used different upselling tactics in their careers.
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Have You Ever Had To Explain A Major Product Update To A Customer How Did You Do This
Listen for responses that suggest your candidate can adapt to product updates and changing requirements.
If your SaaS product undergoes a major update, how would your candidates put themselves in the customers shoes and help them understand whats new?
Do they know how to communicate effectively the reasons behind the product change while making sure theyre able to retain customers?