Icertis Customer Success Manager Interview Questions and Answers

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 on basis of importance., also keep in mind the relation to be kept with customer and benefit to company
Answered by Shrikar Kulkarni
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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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