Hiver Customer Success Manager Interview Questions and Answers

Q1. Understanding of API, SSO, Chatbots, previous work experience, behavioural questions- use STAR method to answer
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Case Study Presentation. Of all the FreshWorks suite of products that we offer, learn one,.look at the case studies, success stories and prepare a similar case study involving the CX pain-points, reason behind implementing that particular FW product, 90 day results after implantation etc. Present it to an interview panel of 3, Q&A session

Q1. Culture fitment. Go through FreshWorks Blogs and LinkedIn to understand the culture, values, motto etc
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Q1. Tell me about yourself
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Q1. About your current role and about Freshworks
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Q1. About current job, highlights, customer wins
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Q2. Describe your current KPIs
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Q3. Customer base managed
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Q4. Arr of those accounts
Ans. 
The question is asking about the average revenue per account (ARR) of those accounts.
• ARR is calculated by dividing the total annual revenue generated from a group of accounts by the number of accounts in that group.

• For example, if a group of 10 accounts generated a total revenue of $100,000 in a year, the ARR would be $10,000 ($100,000 / 10).
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Q1. How you fit yourself as service person
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I fit myself as a service person by being empathetic, proactive, and solution-oriented.
• I have a natural ability to understand and connect with customers' needs and emotions.

• I take the initiative to anticipate and address customer concerns before they become problems.

• I focus on finding practical and effective solutions to ensure customer satisfaction.

• I actively listen to customers, validate their concerns, and provide c...read more
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Q2. How first can you adjust yourself to a new job if you get a 1 day notice
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I can quickly adjust to a new job with a 1-day notice by being proactive and adaptable.
• I would immediately gather all necessary information about the job and company

• I would prioritize tasks and create a plan to ensure a smooth transition

• I would seek guidance from colleagues or supervisors to understand expectations

• I would focus on building relationships with team members and customers

• I would stay positive and maintain ...read more
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Q1. Can you tell me about your current role?
Ans. 
I am currently working as a Project Manager at a software development company.
• Leading a team of developers and coordinating project timelines

• Creating and managing project plans and budgets

• Communicating with clients to gather requirements and provide updates

• Ensuring project deliverables meet quality standards

• Identifying and mitigating project risks
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Q1. What was the case study you were asked to develop automation for by the hiring manager, specifically involving a list of Lead IDs without phone numbers for triggering an email campaign.
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Q1. Previous experience previous ctc expected ctc etc
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Q1. All related to previous experience
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Q1. Technical and managerial questions were asked
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Q1. Ready to relocate
Ans. 
Yes, I am ready to relocate for the right opportunity.
• I am open to relocating for a position that aligns with my career goals and offers growth opportunities.

• I have relocated in the past for work and am comfortable with the process.

• I am excited about the possibility of experiencing a new city or country and immersing myself in a different culture.
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