Amazon Customer Success Manager Interview Questions

Jane D. - "My approach to dealing with difficult stakeholders has always been: Engage - Directly engage with the stakeholder, meet or chat Listen - Listen to what they have to say, patiently. Understand - Understand their POV, even if it is impossible at some times Ask - Ask clarifying questions. Why? When? What? Engage again - Keep them in the loop until there is closure For example, we were in the final stages of a very important, strategic project for our organization. I was leading th"See full answer

Ross B. - "I most want to communicate a few principals of conflict resolution that I believe were integral in this situation, which are mutual respect, a results orientation, an unwavering focus on the user. To that end, here’s how I’d like to structure this answer: First, I’ll tell you about the project we were working on, to provide some background for you. Second, I’ll describe the disagreement. Third, I’ll describe how we arrived at a solution, and finally, I’ll discuss how those 3 conflict resolut"See full answer

Hans - "Described a scenario where I joined an established project as an EM Typical medium sized team - 6 devs, 2 testers, PO, PM (part time) Scrum master (very hands off) The product was well established and already being used by circa 30000 single country based users for the companies own products (personal banking capabilities) We were due to go live with a BIG change about 2 months after I joined - this change meant a user could manage multiple personal banking accounts from the 1 interface. We w"See full answer

Anjesh D. - "I had multiple RCA to complete and each one had a deadline but the process to complete them wasn't streamlined which cause some of them to miss SLA and point of contact felt frustrated as she has no information to give to customer. I received feedback that what blocked me to move forward on those and how can I do better next time?"See full answer

شيماء ا. - ""When a customer makes a request, I always listen carefully and make sure I understand what they need. I stay calm, friendly, and professional."See full answer