What is your CSM interview process in your company?

Kevin Mitchell Leonor
Kevin Mitchell Leonor Member Posts: 248 Expert
First Comment Name Dropper First Anniversary
edited July 2020 in CS Org Conversations

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

 

Comments

  • Scott Smith
    Scott Smith Member Posts: 15 Thought Leader
    Photogenic First Anniversary
    edited May 2020

    At my current org it is the following:

    • Phone screen with recruiter
    • Interview with HM
    • Written assessment - scenario based
    • CSM panel interview
    • Interview with leadership team (Sr. Dir/VP)

     

  • Gabriel Fallas
    Gabriel Fallas Member Posts: 53 Expert
    First Comment
    edited May 2020

    We currently do the following:

    • Phone Screen
    • Interview with HM
    • Interview with VP 
    • Interview with EVP.

    @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?

  • Kevin Mitchell Leonor
    Kevin Mitchell Leonor Member Posts: 248 Expert
    First Comment Name Dropper First Anniversary
    edited May 2020

    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.

  • Kevin Mitchell Leonor
    Kevin Mitchell Leonor Member Posts: 248 Expert
    First Comment Name Dropper First Anniversary
    edited May 2020

    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.

  • Gabriel Fallas
    Gabriel Fallas Member Posts: 53 Expert
    First Comment
    edited May 2020

    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.