How to Ace Your Mock QBR Interview
![How to Ace Your Mock QBR Interview](https://cdn.prod.website-files.com/61fc66cd036310cb9d82d336/664573c9647a95dc8dca88f3_Mock%20QBR.png)
Love it or hate it, the mock presentation is likely here to stay for a while.
The good news is that you can stand out and “ace” your presentation interview with preparation and practice.
Before we get into that, just know that we get it…
Mock QBRs/presentations can be scary. Usually, it’s done with more than one person, which can be intimidating for that reason alone. You can also expect your audience to ask questions that you might not know the answers to as a way to test your "fight or flight" skills.
But have no fear!
Let’s discuss the key steps to set yourself up for success for your upcoming mock presentation.
Begin by immersing yourself in the company’s marketing and educational content. This includes case studies, customer testimonials, webinars, and other resources on their website or social media channels.
Your goal is to understand the company's value proposition, product offerings, and, most importantly, what constitutes a successful customer in their eyes.
Focus on grasping the company's value proposition.
Understanding this will help you articulate how their offerings bring value to their customers.
In case studies, identify common threads in customer success stories. Look for details on the challenges customers faced before using the company's products or services and the outcomes after implementation. Note any recurring themes, such as increased efficiency, cost savings, increased revenue, faster growth rates, or improved customer satisfaction.
Customer testimonials and webinars are goldmines for understanding real-world applications of the company's offerings. Listen to the language and sentiments expressed by customers.
This information is crucial in understanding what customers value most.
Don’t overlook social media channels, G2, and online forums where customers might share their experiences. These platforms can provide unfiltered insights into customer satisfaction, common issues, and how the company addresses customer feedback.
Consider looking for customers within your network who may have first-hand feedback.
After taking in all of this information, revisit the QBR prompt with a fresh perspective. How do the company's success stories and customer experiences align with the objectives of the mock QBR? Your goal is to create a narrative for your QBR that reflects a deep understanding of how the company's offerings have driven success for its customers.
This step involves translating your research into actionable insights for the mock QBR. How can the successes and challenges highlighted in your research inform your approach to the QBR? This might involve suggesting new strategies, identifying potential areas for growth, or addressing hypothetical challenges that mirror those faced by actual customers.
Remember, your task is to align the company's success stories with the objectives of the mock QBR. This alignment demonstrates your understanding of the company’s offerings and practical ability to apply this knowledge.
Here is a real-life example of a Mock QBR prompt.
Now, create a realistic scenario for your mock QBR. This helps you demonstrate your understanding of the company's customer dynamics and your ability to apply this knowledge practically.
Determine whether your mock customer is a new client or a long-standing partner. This influences your approach and strategy. For a new client, your focus might be establishing trust and understanding their immediate needs. For a long-term partner, the emphasis could be on continued value delivery and exploring new growth opportunities.
Investigate the customer's implementation experience and any significant milestones or challenges they have encountered. This historical perspective is invaluable in customizing your QBR. It allows you to address specific issues or successes the customer has experienced and propose tailored strategies for future growth or improvement.
Research how the company and its Customer Success team typically interact with clients. What communication channels do they use? What is their approach to problem-solving and regular check-ins? Understanding this helps you realistically visualize how a QBR would be conducted in the company.
Here's how to go about it if you weren’t able to uncover how the CS team engages with their clients during your first round of interview(s):
Use the information gathered to craft a scenario that reflects a typical customer's journey with the company. This scenario should include specific challenges or goals that align with the company's Ideal Customer Profile (ICP). This helps demonstrate your research skills and ability to apply research in a practical, customer-centric way. Consider what a successful customer outcome would look like and how that will be communicated in the QBR presentation.
Considering these aspects ensures that your mock QBR is realistic and customer-centric, showcasing your ability to understand the company’s approach to Customer Success.
Another step in bringing the prompt to life is assigning each attendee a role. Usually, these mock roles are already set, but if they aren’t, ensure you know who will be there ahead of time so you know who will be assigned what role.
Doing all of this helps demonstrate your ability to understand various perspectives, address needs, and engage effectively with stakeholders. It also makes your mock QBR more realistic and showcases your skills in managing customer interactions.
Now that you know how to gather the right data, it’s time to put it together in an eye-catching presentation deck.
Sure, you can use a slide deck. But we highly recommend using something more collaborative like Dock or Aligned to stand out and get “points” for creativity. Two members of CS Insider recently used Dock to create a clean and neat success plan and mock QBR, and both received praise from the interviewers for their creativity.
Since videos are more fun, below is a quick tutorial on how to use Dock, presented by Jared Orr, one of CS Insider’s writers.
Bonus Step: Catalyst Software has one of the best QBR templates on the market that anyone can download and use. Download their template here to take your mock (or real) QBRs to new heights.
Rehearse your presentation multiple times to ensure a smooth delivery. You may want to ask a friend or colleague if you can demo the presentation for them in advance.
Focus on:
Transform your QBR into an interactive session. Encourage participation by:
Incorporate a segment where you analyze relevant data or trends.
This could involve:
Throughout your presentation, exhibit critical soft skills:
Your QBR should not just review past performance but also set a path for future success. Start by outlining key customer challenges, referencing the data or scenarios provided in the mock exercise.
Then, propose actionable next steps:
This approach shows your ability to think strategically and focus on continuous improvement. Make sure any next steps or recommendations are tied to customer challenges.
Quick Example
You can work backward if you’re sent a set of data to analyze along with the assignment. What story do you want to tell with the data? What would the challenges have been that this customer is trying to solve? What goals should be assigned to those challenges? What metrics would be helpful?
After your mock QBR, send a thank-you email:
Here’s an example:
---------
Hi [people who were involved in the QBR],
Thank you for taking the time to meet with me and listen to my presentation.
The mock client seemed to have an invested interest in their ROI with the product, so I focused a good portion of the presentation on the data and metrics from the previous quarter. I also didn’t see anything in the prompt you gave me about specific goals they had, which is why I made a few up that I could speak to. I also introduced the idea of creating a success plan with them at the end since that has proven an effective way to help my clients succeed in past roles.
When you have the time, I would love to hear any feedback you may have. Thank you in advance.
I’m looking forward to hearing back from you and learning about the next step in the interview process.
Regards,
[Your Name]
---------
By following these steps, you'll prepare effectively for your mock QBR and demonstrate your understanding of what it takes to be a successful Customer Success Manager. Remember, preparation, an engaging delivery, and a customer-centric approach are your keys to a successful mock QBR interview.