Engagement Manager

Engagement Manager interview questions:

Engagement Managers cultivate profitable, long-term relationships between a company and its clients, serving as the main point of contact during projects and partnerships with the goal of enhancing customer engagement.

Future hires will represent your company to key clients and manage negotiations. Look for professionals with strong communication skills who can maintain pleasant conversations during interviews. They should have a customer-centric approach and be adept at upselling and cross-selling your products.

Candidates for this role typically hold a degree in Business Administration or Marketing and ideally have experience in sales positions, meeting quotas, and addressing clients’ needs. Familiarity with CRM software and sales KPIs will make candidates stand out.

Operational and Situational questions:

• How would you approach a large client who is considering leaving due to dissatisfaction with our customer service to change their mind?
• A small but long-term client requests a significant discount on their contract. Why would you negotiate the deal with them, or why wouldn’t you?
• A customer is willing to pay double upfront if we implement specific product features. Although our revenues will increase significantly, this would make our engineers unavailable to other clients during the implementation. What would you do?
• How would you communicate to clients that their trial period has expired and they need to subscribe to continue receiving our services?

Role-specific questions:

• Describe your step-by-step approach to engaging a new client. What information do you request from the salesperson who closed the deal?
• What CRM software have you used (e.g., Salesforce)?
• What are the most effective engagement techniques you’ve used to manage client relationships?
• This role requires overseeing a client portfolio. On a regular day, how do you prioritize which clients to contact?
• How can you tell when a client wants to end a business relationship?
• What sales and marketing metrics do you track, and why?
• Have you ever participated in company events? How do you network with potential clients?

Behavioral questions:

• What’s the most challenging situation you have faced with a client? How did you handle it?
• Have you ever made a decision that cost you a client? What happened, and what did you learn from that experience?
• How do you prefer to contact clients: through email or phone? Why?
• Describe how you manage deadlines when assigned multiple accounts.