Freshworks Customer Success Specialist Interview Questions and Answers

Test with 100 marks & passing of 23 I guess. Sections - Quant , DI & reasoning

Case study on one of the product stratergy

Q1. 1-1 with 2 Directors
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Q2. How will you negotiate for a renewal conversation
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Q1. 1-1 with 2 VPs
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Final behavior assessment

Q1. Salary negotiation
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Q1. Technically equipped questions
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Presentation round on various aspects

It was a case study and basis that i had to prepare and present

Questions on profit loss., speed & time., and basic maths.,

25 questions with negative markings as well

17 needed to pass the test.

Q1. How do you manage if 2 or 3 or even more tasks spontaneously are assigned upon?
Ans. 
Prioritize tasks based on urgency and importance.
• Assess the urgency and importance of each task

• Delegate tasks if possible

• Create a to-do list and prioritize tasks accordingly

• Communicate with stakeholders about the new tasks and adjust timelines if necessary
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Q2. Complete in depth knowledge of current org job role and work done till now
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Q1. How do you resolve conflicts with customers
Ans. 
I listen actively, empathize, and offer solutions that align with the customer's needs.
• Listen actively to the customer's concerns and complaints.

• Empathize with the customer and acknowledge their feelings.

• Offer solutions that align with the customer's needs and preferences.

• Communicate clearly and effectively to ensure mutual understanding.

• Follow up with the customer to ensure their satisfaction with the resolution.

• Examp...read more
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Q2. Say a customer is trying to misuse the purpose of work but benefit customer as well as your company., what will you do?
Ans. 
I would address the situation by communicating with the customer and finding a mutually beneficial solution.
• Listen to the customer's concerns and understand their perspective.

• Explain the purpose of the work and how it benefits both the customer and the company.

• Collaborate with the customer to find a solution that meets their needs while also aligning with the company's goals.

• If necessary, involve other team members or ...read more
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Q1. Ok with job role? Shift timings., type of work?
Ans. 
Yes
• I am okay with the job role and responsibilities of a Customer Success Manager.

• I am flexible with shift timings and can adapt to different work schedules.

• I am comfortable with the type of work involved in being a Customer Success Manager, such as building relationships with customers, providing support and guidance, and ensuring customer satisfaction.

• I have experience in handling similar responsibilities and have ac...read more
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Q1. What are your salary expectations?
Ans. 
I am open to discussing salary based on the responsibilities and expectations of the role.
• I believe that compensation should be fair and competitive within the industry.

• I am more focused on finding the right fit and opportunity for growth rather than a specific salary.

• I am open to discussing salary based on the responsibilities and expectations of the role.

• I would appreciate learning more about the compensation structu
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Q2. Share details of your previous job.
Ans. 
I worked as a Customer Success Manager at XYZ Company.
• Managed a portfolio of 50+ clients, ensuring their success and satisfaction

• Developed and implemented customer success strategies to drive adoption and retention

• Collaborated with cross-functional teams to resolve customer issues and escalations

• Conducted regular business reviews to identify opportunities for growth and upselling

• Provided training and onboarding support...read more
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Q3. Why are you looking for a change?
Ans. 
Looking for new challenges and growth opportunities.
• Seeking a more challenging role that allows me to utilize my skills and experience.

• Interested in expanding my knowledge and expertise in customer success management.

• Looking for a company with a strong focus on customer satisfaction and success.

• Want to work in a dynamic and innovative environment that encourages professional growth.

• Desire to contribute to the success o...read more
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Q4. Tell me about yourself.
Ans. 
I am a highly motivated and customer-focused professional with a strong background in customer success management.
• Experienced in building and maintaining strong relationships with clients

• Skilled in identifying customer needs and providing effective solutions

• Proficient in managing customer accounts and ensuring their success

• Excellent communication and interpersonal skills

• Proven track record of achieving customer satisfa...read more
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Q1. Introduce yourself. They'll ask you for a brief intro.
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Q2. What do you know about Customer Success?
Ans. 
Customer Success is the process of ensuring customers achieve their desired outcomes while using a product or service.
• Customer Success involves building strong relationships with customers

• It focuses on understanding customer needs and providing solutions to meet those needs

• It involves proactive communication and support to ensure customer satisfaction

• Customer Success is measured by customer retention, expansion, and ad...read more
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Q3. What are the KPIs in your current role?
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Q1. Give me a walkthrough of your career journey
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Q1. CSM KPI, Networking questions, SSL inspection
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Q2. Zscaler features and it’s competitors
Ans. 
Zscaler is a cloud-based security platform that provides internet security and web filtering solutions.
• Zscaler offers a range of features such as cloud sandboxing, SSL inspection, and data loss prevention.

• Its competitors include Cisco Umbrella, Symantec Web Security, and McAfee Web Gateway.

• Zscaler's cloud-based approach allows for easy scalability and flexibility compared to on-premise solutions.

• Zscaler also offers a c...read more
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