Skills Assessment Library

Relationship Managers are responsible for maintaining connections with clients and partners. While managing existing relationships to ensure products and services continue to meet expectations, Relationship Managers will also seek opportunities to further drive sales within their account portfolio. They must be highly skilled within communication management and demonstrate ability to work cross-functionally with other departments in the business to improve organisational procedures and customer satisfaction. This assessment contains 9 questions that test the candidate’s ability to manage relationships in an organised way and adapt to maintain successful outcomes.

• Communication
• Organization
• Adaptability

A Customer Support Manager drives exceptional service for customers, supporting them across all queries, technical incidents or other issues that arise. They may be in charge of leading and developing a team of customer support agents to also provide assistance, resolution and drive outcome-orientated results for customers, promoting customer satisfaction with every interaction. Customer Support is a vital part of the customer relationship building process and Managers need to have strong communication skills, be resolution oriented and people focused.

• Communication
• Leadership
• Organization

The Head of Customer Success will lead and support the Customer Success Team in their journey to provide exceptional customer engagement, drive adoption, growth and customer retention. They will do this by coaching and developing their team and implementing processes to support customers throughout the customer lifecycle. They will build and lead the customer success strategy and work closely with other departments in the organisation to meet customer and business outcomes, resolve issues and achieve operational excellence.

• Leadership
• Problem Solving
• Strategy

The Customer Success Team Lead is tasked with the role of leading and developing a team of Customer Success Managers and Customer Success Associates. They do this by ensuring their team has the tools, processes and coaching to be successful in their roles of delivering exceptional support to customers and driving growth, adoption and retention. They will also have the opportunity to work with high profile customers and be responsible for taking escalations that come in from their team. The Customer Success Team Lead will also drive collaboration between the Customer Success Team and other teams in the business.

• Leadership
• Collaboration
• Problem Solving

Customer Success Managers are responsible for maintaining and growing ongoing relationships with customers. The CSM’s goals are to become a trusted advisor and to drive product adoption and growth through educating the customer on the value of the product and services available to them. The Customer Success Manager does this by sharing product knowledge, best practices, training material, and relevant industry use cases. They also analyse data available to provide insights, lead strategic conversations, and present to customer stakeholders and leadership.

• Leadership
• Organization
• Interpersonal Skills

Customer Success Associates are responsible for building and maintaining customer relationships and helping customers see value in their investment. Customer Associates help customers realise value with product and new feature education, training, and providing relevant insights. They ensure customer satisfaction by fielding enquiries via different methods of communication, identify risk and collaborate with other teams to address issues and provide feedback.

• Communication
• Attention To Detail
• Rapport Building