Customer Success Manager challenge
2 months ago
Welcome to this Customer Success Manager challenge You will present the results to this challenge during your second interview round with us.
Second Interview Agenda
The second interview will help us learn more about your technical experience, your way of thinking, and how you would apply these to Surfe. It will last 1 hour and will be conducted as follows:
Intro -
We want to get to know each other before anything else.
CSM Challenge presentation
- We are ready to be wowed
Upsell Role-play
- Live exercise, we will simulate an upsell calling exercise where you will showcase everything required to seal the deal. See below information about the account:
Account information:
Company: Qonto
Size: 1 700 FTE
Customer since: 1 year
Main contact point: Director of RevOps
Subscription information:
Number of licenses: 100
Current plan: Essential Plan
Subscription cycle: Monthly
Current situation:
Only SDRs have a Surfe license, the whole team is equipped
They mainly use the Sales Nav List export feature and the enrichment cascade for phone numbers. Occasionally, they use the individual add to CRM feature.
Switching from SDR + AE role to Full Cycle AEs only → drop in total number of reps, from 200 to 150, but all reps that remain are Full-cycle AEs due to promoting some SDRs to Full cycle reps
Need to strongly increase the output of outbound to match their pre-IPO objectives
Have noticed their existing customer-base in their CRM is outdated
Expectations
- We want to hear from you your expectations for this role
Wrap up
- It’s a wrap
You will now find below more information that will help you build your CSM Challenge presentation.
About Surfe
Surfe is a sales platform designed to help sales people become more efficient, effective and remove many of the repetitive admin tasks that are inherent in their role. Surfe is currently at €2.9m in ARR and we need to grow to €4.5m by the end of 2024 (6 months from now).
Whilst we do have a direct Sales function, this is a small part of our growth strategy. We’re focused on SMB and Mid-market with a self-service signup model. We’ve committed to pursue a small number of channels, but execute on them at world class levels. CS and CSM are some of these.
Imagine you are the first CSM to join Surfe, with no previously defined process to handle neither Customer Support or Customer Success Management.
Build a comprehensive 3-month strategy
that will help you structure the CSM team’s efforts to:
Reduce the Customer Support workload
Streamline upselling/cross-selling as a forecastable revenue channel
Build a scalable model
Make sure to include at least one signal of upsell among others
Detail how you would build this model ensuring end-to-end support for these customers
If your strategy requires any resources please make sure to mention this.
Ensure you include a list of metrics you would measure to ensure your different targets will be achieved.
This document will provide you with relevant information you might need to conduct this task. It is organized in the following fashion:
Features offered by Surfe to tackle the above pain points
#J-18808-Ljbffr
-
Customer Success Manager
4 weeks ago
Mission, United States Visit.org Inc Full timeVisit.org is looking for a passionate and ambitious Customer Success Manager (CSM) to join our remote team. The Customer Success Manager will own a client portfolio, acting as the main point of contact and advocate for our corporate partners. You will own the onboarding, relationship management, and partnership renewal of your portfolio while tracking KPIs...
-
Customer Success Manager
2 months ago
Mission, United States SMA Technologies Full timeLove your job and build your career at SMA Technologies. We recruit technically strong, self-starting team players who are hungry to work in an entrepreneurial atmosphere that cultivates success. We are kind and helpful. We care and act with empathy. We understand boundaries. We are genuine. We are real. We show our true self - our whole self - everyday. We...
-
Merchant Success Manager
3 weeks ago
Mission, United States Midwest Startups Full timeAs a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can: Write Your Career Story . Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career. Experience Global Impact and Global...
-
Client Success Specialist
1 week ago
Mission Viejo, California, United States Visit Inc Full timeOverview:Visit Inc is seeking a dedicated and driven Customer Success Manager (CSM) to become a vital part of our remote workforce.Role Responsibilities:The Customer Success Manager will be responsible for managing a portfolio of clients, serving as their primary contact and advocate.Oversee the onboarding process, relationship management, and renewal of...
-
Customer Care Manager
1 month ago
Mission, United States Lynchburg Regional Business Alliance Full timeJoin Our Team as a Customer Care Manager and Make a Difference!Fortress Foundation Solutions are looking for a Customer Care Manager who will oversee our Customer Care department, ensuring that every customer interaction is memorable and that sales leads are effectively converted and scheduled.Recruit, select, onboard, and train new team members.Document and...
-
Motor Vehicle Specialist
1 month ago
Mission, United States Johnson County Government Full timeMotor Vehicle Specialist (Customer Service I) Location US-KS-Mission ID 2024-2490 Category Administration, Business, and Management Benefits Category Full Time - Regular (Full Benefits) Remote No Post End Date 8/16/2024 Salary Min USD $20.60/Hr. Salary Max USD $27.87/Hr. Organizational Unit Treasury, Taxation & Vehicles...
-
Lead, Customer Solutions
2 weeks ago
Mission, United States C2 GPS - Lower Rio Grande Workforce Full timeJOB SUMMARY: The Lead, Customer Solutions is responsible for the efficient and effective delivery of workforce services in the Resource Room and assists with supervising workforce staff. Emphasizes customer service and accountability to achieve performance targets. May provide direct services to jobseekers and customers as needed. ESSENTIAL FUNCTIONS: ...
-
Motor Vehicle Specialist
1 month ago
Mission, United States Johnson County, Kansas Full timeOverview: A career with Johnson County Government is more than just a job, it is an opportunity to serve a diverse and expanding community in meaningful ways. We challenge ourselves to be a different kind of government because we care deeply about our community and each other. Committed to our shared values, we provide excellent public service, seeking...
-
Customer Care Manager
1 month ago
Mission Viejo, California, United States Lynchburg Regional Business Alliance Full timeJoin Our Team as a Customer Care Manager and Make a DifferenceFortress Foundation Solutions are looking for a Customer Care Manager who will oversee our Customer Care department, ensuring that every customer interaction is memorable and that sales leads are effectively converted and scheduled.Recruit, select, onboard, and train new team members.Document and...
-
Customer Service Representative
1 week ago
Mission, Texas, United States 188459 - Bert Ogden Sharyland Motors Inc Full timeJob OverviewPosition: Reception SpecialistCompany: 188459 - Bert Ogden Sharyland Motors IncRole Summary:The Reception Specialist plays a crucial role in providing a welcoming environment for customers as they arrive. This position requires a professional demeanor and a positive attitude to ensure a favorable first impression.As the first point of contact,...
-
Customer Service Representative
3 weeks ago
Mission, United States Convergys Full timeCustomer Service Representative (On-Site) **Applicants need to have a minimum of 2 years call center experience for this role. Experience in healthcare is a plus.** Location: USA Greenville SC - 2006 Wade Hampton III The Customer Service Representative (On-Site) interfaces with customers via inbound/outbound calls and/or via the Internet. This position...
-
Customer Service Representative
2 months ago
Mission, United States MPP Full timeJob Description We are looking for a highly competent and dependable Customer Service Representative (CSR) with a successful history working with customers. The position requires the ability to handle calls and emails with accuracy and courtesy. The job requires a strong background in customer service, providing customers with information and offering...
-
Senior Financial Management Analyst
3 weeks ago
Mission, United States Lockheed Martin Corporation Full timeDescription: WHAT WE'RE DOING At Lockheed Martin, we're at the forefront of developing cutting-edge defense systems that ensure global security. Our International Mission Systems (IMS) sub-market segment plays a critical role in advancing Multi-Domain Combat Solutions, particularly through programs like the Aegis System Equipped Vessels (ASEV). This program...
-
Merchant Engagement Manager
1 week ago
Mission Viejo, California, United States Midwest Startups Full timePosition Overview:As a vital member of the Midwest Startups team, you will thrive in an environment where achieving goals is within reach.Your Journey Begins Here:We strive to create a workplace where you can:Craft Your Professional Narrative:By tackling some of the most challenging issues in global commerce, you have the chance to shape a narrative that...
-
Customer Service Representative
5 days ago
Mission, United States Leco Realty Inc Full time**Summary Description** - The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. - Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.**Responsibilities** - Maintaining a positive, empathetic and...
-
Customer Service Representative
3 months ago
Mission, United States PostNet Full timeBenefit/Perks Competitive Compensation Flexible Scheduling Hard work, collaboration, humanity, fun, and laughter Career path development Company Overview Since 1993, PostNet has provided small businesses and consumers with high-quality printing and shipping solutions that make life easier. Each franchise is independently owned by local owners that are...
-
Portfolio Manager
1 month ago
Mission, United States Globe Telecom Full timeAt Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Portfolio Manager is responsible for defining and prioritizing the product backlog, as well as managing and delivering the product roadmap....
-
Customer Service Support
3 weeks ago
Mission, United States Sensata Technologies Full timeCustomer Service Representative Location: Gyeonggi-do, Korea Time Type: Full Time Posted On: Posted Yesterday Job Requisition ID: IRC93838 The Customer Service Representative is responsible for interacting with customers to provide information, support, and problem resolution to inquiries and order status. They will serve as the customer’s main point of...
-
Customer Service Representative
2 days ago
Mission, Texas, United States El Tigre Tex Best La Lomita, Inc. Full timeJob SummaryEl Tigre / Tex Best / La Lomita, Inc. is seeking a highly motivated and customer-focused Customer Service Associate to join our team. As a key member of our retail sales team, you will be responsible for providing exceptional customer service, maintaining a clean and organized store environment, and operating the cash register.Key...
-
Customer Service Representative
1 week ago
Mission, Texas, United States 188459 - Bert Ogden Sharyland Motors Inc Full timeJob OverviewPosition: Reception Operations SpecialistCompany: 188459 - Bert Ogden Sharyland Motors IncRole Summary:The Reception Operations Specialist plays a crucial role in providing a welcoming environment for clients and visitors. This position is essential for creating a positive first impression and ensuring smooth communication within the...