Enterprise Customer Success Manager - Final Interview Brief Congratulations on making it to the final stage of interviews at Brandwatch. This stage will involve meeting several team members in a structured session which includes the task below and a final interview (continuation of the talk you had with Vytas). All in all, plan to spend around 70 minutes with us. If you have any questions around this brief, please feel free to contact me on vytas@brandwatch.com. There are two cases to role-play. What we are looking for includes: Communication/presentation skills Relationship management skills Ability to summarise and structure information such as the upcoming partnership and customer lifecycle Problem solving and persuasion Listening and discovery skills: treat the interview panel as your client and expect us to ask some questions as a client would. The format of the session will be roughly as follows: Case One: Role play - 15 minutes Feedback and wrap up - 5 minutes Case Two Role play - 15 minutes Feedback and wrap up - 5 minutes Final interview - 30+ minutes. Other notes You are approaching the cases as an Enterprise CSM at Brandwatch. While we do expect you to research the value that the Brandwatch Social Media Management Platform can bring to our customers, there is no expectation that you know the exact functionality of the platform or exact milestones in the customer lifecycle. We will assess your general understanding of relationship management in the SaaS industry. Case One - Introduction to Brandwatch Brief: You are an Enterprise Customer Success Manager at Brandwatch and you are meeting with the customer for the first time after they have signed a 12-month contract with Brandwatch. You have already had a meeting with Brandwatch Sales who handed over the new customer to you by explaining their use case, reasoning for purchasing Brandwatch, customer’s key objectives. You have also done research on the customer’s business, so you have some insights into their industry, just enough to start the conversation and dig deeper. On this call with the customer, your objective is to introduce yourself and explain how the partnership will look like in the next months. It’s your opportunity to start creating the desired structure around your relationship and set the expectations for the collaboration. Things to keep in mind are: Cadence of meetings Onboarding provided by another team Value of the partnership for the client You being the main stakeholder for the customer at Brandwatch together with the Account manager (who focuses mainly on the contractual part of the relationship (eg - the renewal) and growth). Case Two - Retention pitch Brief: You are an Enterprise Customer Success Manager at Brandwatch and your Social Media Management customer is due to renew in 4 months. Last renewal went well as you had a good champion/main point of contact who understood the value they are getting from Brandwatch. There is now a new champion since the last renewal who you haven't managed yet to get into a structured relationship and work together. The champion wasn't particularly engaging when you reached out and attempted to structure the partnership (suggesting to have recurring monthly calls, discuss their objectives and update the success plan). On the call where you agreed to discuss the renewal, the new champion has said that they do not think they are getting value out of the partnership, they lack clear ROI and they feel like their local markets are not getting that much value out of the tool. With the current economy and budgets being challenging, they need to cancel.