This customer success representative skills test evaluates candidates’ ability to proactively serve and engage customers, especially in a SaaS setting, by assessing both their approach to customer issues and their skills in problem resolution.
Understanding the customer journey
Empathizing with the customer and solving issues
Communicating business decisions to the customer
Customer success representatives, customer success specialists, and other roles that require a good, basic knowledge of customer success principles.
Empathetic, diplomatic, and solution-oriented: Companies need customer success representatives with the right qualities to represent their company's brand and educate customers on the value of their company's product. Technology companies, and SaaS (software-as-a-service) companies, in particular, need customer success representatives who can not only answer customer questions but can proactively take steps to resolve potential problems before they happen (again) or grow into bigger issues.
This customer success representative test evaluates candidates' ability to empathize with the customer to solve issues, and to communicate business decisions to the customer in a way that cultivates strong and long-lasting relationships. The test also assesses candidates' knowledge of the customer journey and their ability to take the right actions based on it.
Candidates who do well on this test understand the basic principles of proactive customer success and have experience dealing with various customer requests and misunderstandings. A strong showing on this test means a candidate who also understands the balance between issues they can solve themselves and when matters truly warrant escalation.
This test is appropriate for candidates with some experience in customer success roles (1-2+ years). For a higher-level test, see our customer success manager (SaaS) test.
Mo has over a decade of experience in customer-facing roles, including support, sales, customer success and product marketing for companies like Threadless, Help Scout, and Moxion. Working cross-functionally with product teams and experienced in both customer-facing and revenue-generating roles for a wide array of business types and sizes, Mo knows how to manage, measure, and execute solutions for end-to-end customer success for B2B and D2C, and enterprise and self-serve customer bases alike.
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The Customer success representative (SaaS) test will be included in a PDF report along with the other tests from your assessment. You can easily download and share this report with colleagues and candidates.