Customer Success & Experience Topics
Customer success strategy, customer satisfaction, customer-centric problem solving, and customer experience optimization. Covers customer retention, success metrics, and cross-functional collaboration to drive customer outcomes.
Building Executive Level Customer Relationships
Describe your approach to building and maintaining relationships with customer C-suite or executive stakeholders. At Staff level, discuss how you prepare for executive conversations, set agendas that matter to executives (business impact, strategic alignment, not features), and use executive conversations to validate strategy, unlock opportunities, or resolve escalations. Share examples of executive relationships that have driven significant business outcomes—large expansion deals, strategic partnerships, or accounts that remained with your company through competitive threats.
Escalation Judgment & Knowing Your Limits
Demonstrate understanding of when an issue exceeds your current knowledge or authority and should be escalated. Show good judgment about what you can try independently versus when to involve a manager, specialist team, or higher-level support. Explain how you'd escalate professionally, ensuring continuity and that the customer understands what's happening. Show that seeking help is strength, not weakness, and that escalation serves the customer's interest.