Customer engagement managers are a great, coveted position in the SaaS space. Though getting a new client is great for a business, keeping the customer relationship positive is the most difficult aspect. Customers need to be engaged once they are on board with the company. This gap is filled in with a customer engagement manager. Customer engagement managers work with marketing and sales teams to ensure customers receive the value they signed up for. Customer engagement managers improve customer relationships.
When choosing a customer engagement manager, you need to keep certain interview questions in mind. There are certain must-have qualities for a customer engagement manager like communication skills, management skills, interpersonal skills, and relevant experience in customer success.
Here are the Top 10 Customer Engagement Manager Interview Questions and Answers
Why do you want this role as a customer engagement manager?
This is a question to ascertain whether you are interested in the role, company, and duties. The answer for this can be crafted on the following lines-
I am a problem solver and a total people person. I enjoy working with varied customer interests, expectations, and managing them for company and customer success. I like to interact with customers, teams, and other stakeholders. My previous stint also helped me face and handle crisis situations in engagement management.
You can also mention how your past experience shaped your career, any specific personal impact on your career, and how your engagement style is similar to what the position wants. You can also include aspects of education and training that demonstrate your fit for the job.
How will you build a positive relationship with customers?
This question highlights the customer engagement manager’s capacity to build positive, lasting relationships.
The answer by a customer engagement manager needs to include aspects like-
- Value from the product
- Using technology as a customer success software
- Improving customer experience
- Rewarding loyal customers
The answer needs to include your personal values and goals as a customer engagement manager.
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Is there any aspect you feel would improve customer relationship structure?
This question is to test how the candidate approaches customer relationship building. The answer to this is-
I would use soft engagement techniques to boost customer loyalty. I will offer efficient customer service and reach or cross their expectations. I will also look for their feedback and approach them with empathy on all subjects.
What are the indicators for improving a customer success report?
The question is to understand if the customer engagement manager is able to track metrics and indicators for success. The answer is metrics like MRR, churn rate, LTV, expansion revenue, customer satisfaction score, and NPS are used to track customer success. If the customer engagement manager needs to improve the report on customer success, he or she needs to keep these metrics in mind.
Give an example of what pressure you handled as a customer engagement manager?
This is a question to explain how you handled a crisis as a customer engagement manager. The idea is to show how you made something difficult possible. It can range from convincing a customer to shift from free to paid services or ensuing a customer struggling with the software found its value or charting a new plan for customer segmentation. Keep it important to mention any learnings and takeaways from the exercise in a crisp manner.
What functions do you expect to perform as a customer engagement manager in a day?
A customer engagement manager needs to study their product usage, welcome new clients, contact customers, and renew expired subscriptions. The customer engagement manager needs to look into client feedback and track how each project offers value.
How will you meet various deadlines across clients?
The answer to this question for a customer engagement manager is-
It is normal for various deadlines to botch up when handling multiple clients. I would prioritize the tasks by listing out all clients and the time needed to manage each task for the client. I will prioritize the important tasks and Those that need less time first.
What are the major challenges you faced as a customer engagement manager?
This question helps you know the challenges as a customer engagement manager. You need to mention the personal challenges you faced in your career. Any brainstorming session, client relationship crisis, or hurdles you faced would be great to mention here. You need to showcase the problem and how you can handle and withstand the issue.
What differentiates you from other candidates for this job?
This question is to know if you have the qualities and values to be selected for the role. The answer for this can go like this-
I have the relevant experience for the job and am the ideal candidate. I know other candidates might possess the same qualities; however, my insights on project management and customer success put me apart. I am a self-starter motivated to be beneficial to any organization.
How would you engage potential clients?
Customer engagement managers need to handle potential clients as well. The way customer engagement managers can handle this-
I enjoy reaching out to clients and networking with them. I am always looking forward to increasing the client base. My way of handling this would be using social media to get potential clients. I will reach out to customers who are happy and ask for referrals. I will also coordinate with various teams to get customer testimonials that show they are satisfied and promote the business.24
These customer engagement manager interview questions can help you ace any engagement manager interview. Try to align your preparation as per the engagement manager job description. Try to incorporate these aspects in the interview to make a better impression. This resource will help you ace the customer engagement manager interview and meet company culture demands.
Stanley Deepak is an accomplished sales and marketing professional with 15+ years of experience. He loves tech products and book reading. He writes on philosophy and culture on LinkedIn.
Published May 12, 2022, Updated March 02, 2023