What is your CSM interview process in your company?

Kevin Mitchell Leonor

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

 

Scott Smith

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

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

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

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

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.