As part of your hiring process, you may find these sample interview questions useful for evaluating candidates’ skills. You may modify these questions to meet the specific requirements of your position.
Interview questions for engagement managers
Companies and their clients benefit from the efforts of Engagement Managers in maintaining profitable, long-term relationships. During projects and partnerships, they serve as the point of contact and aim to increase customer engagement. Your future hires will be responsible for representing your company to key clients and negotiating on your behalf. You should select candidates who have strong communication skills and who can maintain pleasant conversations during the interview process. The customer should always be at the center of their approach and they should always be looking for opportunities to upsell and cross-sell. Business Administration or Marketing degrees are typically required for this position. As a minimum, they should have experience in sales positions, achieving quotas, and dealing with clients. A candidate who is familiar with CRM software and sales KPIs will be able to stand out from the competition.
Questions related to operational and situational aspects
- We are about to lose a large client who has expressed dissatisfaction with our customer service. In order to change their minds, how would you approach them?
- The contract of a small but long-term client includes a significant discount. If you were to negotiate with them, why would you do so?
- If you implement specific product features, a customer will be willing to pay twice as much upfront. During the implementation, your engineers will be unavailable to your other clients, which will result in a significant increase in revenues. In your opinion, what should be done?
- If the trial period ends and the client wishes to continue receiving our services, how would you inform them that they will need to subscribe to continue receiving them?
Questions specific to a particular role
- Describe how you engage a new client step-by-step. If the salesperson closed the deal, what information would you like to obtain from him or her?
- Have you used any CRM software? An example of this would be Salesforce (e.g.)
- When it comes to managing client relationships, what are the most effective engagement techniques you have used?
- As part of this role, you will be responsible for overseeing a client portfolio. Which clients do you prioritize on a regular basis?
- What are the signs that a client wishes to end a business relationship?
- How do you track sales and marketing metrics? In what way?
- Do you have any experience participating in company events? What are your strategies for networking with potential clients?
- Questions related to behavior
- When dealing with a client, what has been the most challenging situation? What steps did you take to resolve the situation?
- When was the last time you made a decision that cost you a client? How did you respond to the event?
- Was there anything you learned from that experience?
- Do you prefer to communicate with clients via email or telephone? Can you explain?
- If you are assigned multiple accounts, describe how you manage deadlines.
