What is your CSM interview process in your company?
I'll share my experiences.
Duetto:
Phone Screen
Panel Interview
Presentation of your favorite software
Interview with the VP
Consumer Clothing Search and Marketing Tool Saas:
Phone Screen
Interview with Director
Interview with CS Team (Final Round)
GRC Tool
Phone Screen
Interview with CSM
Interview with Senior CSM
Interview with Director of CS (Final Round)
RingCentral:
Phone Screen
Panel interview with your segment leaders
Panel interview with all CS leaders
Stand and Deliver Presentation
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- Phone Screen
- Interview with HM
- Interview with VP
- Interview with EVP.
In presentations, I have done both. I got to choose a software to present at Duetto and at RingCentral, I was given a scenario where I had to save Uber from executing their 180 day out clause.
At the Retail tool and GRC tool, process for interviews took about 3-4 weeks. At Duetto and RingCentral, about 6-8 weeks.
quite honestly, nothing question wise is much different. However, I have seen some orgs get creative in a way that I feel simulates an actual client interaction. Some will have a member of the team challenge the interviewer by being a detractor. It throws people off their game, but you will have customers like that. The only thing bad about that format is that some candidates come out thinking that was a brutal interview that may not be a good fit for them. I think it is necessary dependant on the kind of clientele you have. At Duetto, we were a new age philosophy minded that many of our prospective customers don't believe in yet. We needed CSMs that could defend the logic.
We currently do the following:
@Kevin Mitchell Leonor a few questions for you:
i like the concept of a panel interview. What questions do you ask in the panel interview that are different to the traditional 1-1 interview?
For the presentation, do you provide a topic or allow the applicant to choose?
How long does your interview process (from phone screen to job offer) usually take?
Thanks for sharing @Kevin Mitchell Leonor !
That's a great point your brought up. There has to be a balance between challenging the candidate to evaluate their problem solving skills, while not portraying a negative view of the company culture.
I like the idea of having the candidate perform a software presentation. I've seen this with other teams, and did it with my candidates, but it was only a quick 2 - 3 minute ordeal. I'm starting to see value in a lengthier presentation.