Hiring a Director of Client Success will ultimately help drive your business forward. These six Director of Client Success interview questions will steer you toward a successful hire.
Consider asking these during your next candidate search.
Director of Client Success Interview Questions
How does your company or team measure the quality of your customer service and sales representatives?
This provides the perfect opportunity for the candidate to discuss metrics as well as data tracking. Listen for specifics, like details on how the candidate measures the effectiveness of customer interactions and calls, how the company scores churn rates, et cetera. It is crucial for great candidates to delve into key performance indicators that they regularly keep track of.
Talk about a time when you went above and beyond for a customer. What prompted the situation, and what was the outcome of the interaction?
A Director of Client Success must go the extra mile for the sake of customers. However, it will not always be rewarded right away. You want to hire someone who will put in the extra effort to satisfy your customers.
Describe a time you had to manage a nasty or awkward escalation. What was the problem and the outcome?
This is one of the top Director of Client Success interview questions, as it uncovers if a candidate is a problem solver. Can he or she solve problems with customers directly or through calling in the appropriate resources? Both traits are valuable, but you might end up preferring one over the other depending on the stage of your business.
What CRM do you use currently?
When listening to the answer, keep in mind that the specific system may be less important than the fact that they’re using some kind of tool to measure the metrics. How does the candidate use it to push their team or business forward? This is one of the best Director of Client Success interview questions you can ask, because it can help you formulate possible new directions that your team could venture into.
Sell us our product, and demonstrate to us that you would be an excellent asset to the team.
One of the greatest Director of Client Success interview questions reveals how much the candidate has researched your business. Allow the candidate to explain here how he or she would drive team success through marketing the product you sell.
How do you improve customer churn?
This can present a difficult question for the Director of Client Success candidate. Answers can vary from a company-wide methodology to even a recent strategy that this candidate led. At any rate, you will want candidates to detail projects that involved discount programs, incentive programs, customer segmentation efforts, or call-routing efforts. This also gives a Director of Client Success candidate the opportunity to cover one-of-a-kind interactions he or she has had with customers who choose to leave. For instance, does the candidate have an exit interview or survey?
What other Director of Client Success interview questions would you add to the list? Let us know!
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Through our TruProcess, we are able to consistently deliver exceptional candidates that help organizations continue down successful paths. Contact TruPath today to tell us about your staffing needs.