Solutions Architect Interview - Prevent Customer Churning

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In this video, a Solutions Architect for Startups answers the interview question, "Tell me about a time a client was at risk of churning, and how you resolved the situation." This question is very common in the behavioral part of the solutions architect interview process.

The scenario is:

"The CTO of the company had contacted the manager six months before the contract renewal date to complain about the issues, comprising a significant portion of the contract size. The customer success manager handled this by coordinating with internal teams from product, support, and engineering to investigate and fix the bug causing the problem. The manager also set up a monitoring dashboard and recurring calls with the customer to keep them updated on the progress of the solution."

Chapters (Powered by ChapterMe) -
00:00 - Intro
00:46 - Strategic customer success manager mitigates 80K error
05:39 - Customer satisfaction and crossproduct collaboration
10:08 - Interview tips and advice

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