While applying for the role of CSM for a managed service provider they asked me to present based upon the test contained here. It's not a bad test as it allows you to define the process you would use to initiate CSM techniques. Futureyou.ai

1. Cover Letter
Hi there,
Here is a technical challenge for our Customer Success role which you have applied for. One
of your
core responsibilities will be to navigate our customers through a playbook which will contain
a snapshot of
their business, and areas where technology can deliver value.
As such, the purpose of this test is for you to complete a customer success playbook using a
company familiar
to you. The test is a chance for us to see you in action and a chance for you to see us in
action. This is the first
time we have tried this challenge, so don’t hesitate to ask and/or reach out for help.
We are expecting about 4-6 hours of work to complete the challenge. If there are any parts
that are dragging
on its OK to drop in a place holder and explain what you would have done. The quality of
information is more
important than the amount.
All the best,

2. CUSTOMER SUCCESS
TECHNICAL CHALLENGE
One of the core responsibilities of the customer success role will be to orchestrate a set of
agreed outcome-focused milestones for our customers.
In order to lead the way into these discussions, we have created a “service playbook” (or
customer success playbook) which has a set of leading indicators that you would be looking
to drive and complete with our customers.
In this technical challenge your task will be to setup and complete your first service play
book for a company of your choice. Creating a fictitious company also works, but we would
prefer if you select a trading business which we can refer to.
Each area of the service playbook plays an important role in businesses, and these are areas
which we can influence and provide services for. The business strategy will be the direction
setting for how each area of the playbook gets executed. As such, your first task will be to
outline the business strategy of the company you choose to complete the service playbook
for.
You are welcome to get creative and present the service playbook in a format that works for
you. Our preference would be to use OneNote, as this is the tool we use to collaborate with
our customers. In addition, we’d love to see you getting creative and suggesting milestones
which we haven’t thought about, or even de-selecting some of the milestones that you
don’t feel would be core.
SERVICE PLAYBOOK MILESTONES
We have split the service playbook in 13 milestones which we believe to form the picture of
the different areas where we can add value to customers (or areas where we need to be
across in order to add value).
These are:
1. Strategy
2. Meetings
3. Dashboards
4. Newsfeed
5. Tickets
6. Projects
7. Marketing
8. HR
9. Line of Business
10. Infrastructure
11. Finance
12. Security and Compliance
13. Purchasing

3. MILESTONES EXPLAINED
To ensure clarity, we have added below additional notes about each milestone in the
service playboy:
1. Strategy
Understanding our customers business strategy will be core to how we propose a
technology roadmap in the service playbook. Be sure to enter as much details in this
section.
2. Meetings
This is the place to establish the engagement rhythm: how often will you meet with the
example customer and why?
3. Dashboards
Transparency is key in every relationship, as such we love sharing what we are doing. The
dashboards area is about sharing what is happening between us and the customer.
4. Newsfeed
This area is about communications and how you would propose we engage with our client’s
different stakeholders.
5. Tickets
Incident response is the core of what we do, as such it is vital that our customers
understand the operational side of our service delivery. Use this area to paint the picture of
recurring issues, operational improvement suggestions, among others.
6. Projects
The outcome of our customers’ business strategy is likely to lead to one-off projects which
we would look to detail in this section of the service playbook.
7. Marketing, HR and Line of Business
How can we influence the different business departments including marketing, HR, and any
others.
8. Infrastructure
Provide an overview of the customers infrastructure make up.
9. Finance
A place for you to outline all the financial details of our engagements, from service
agreements through
to invoices and billing queries.
10. Security and Compliance
What is the customer current security position, and the initiatives we should look to drive
with this customer?
11. Purchasing
Up and coming purchases and renewals.