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      Ellevation Education

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      Customer Success Manager (CSM) Interview

      Apr 5, 2024
      Anonymous Interview Candidate
      Albany, NY
      No offer
      Neutral experience
      Difficult interview

      Application

      I applied online. The process took 4 weeks. I interviewed at Ellevation Education (Albany, NY) in Apr 2024

      Interview

      1st round - Sparkhire 1-way video interview -incredibly glitchy platform that resulted in repeated playback errors making the "28 min." interview last 3.5 hours long. 60s max. response time. Unlimited takes & think time before recording. 2nd Round - Written Exercise - analyze provided district data from their platform & draft an email to the district updating them of their progress & suggesting next steps. 3rd Round - 2 part panel interview AND 2 part written exercise pre-work. 1st part of exercise provided demo login access to their Platform & a scenario asking you to resolve the issue presented by the district admin & prepare for a meeting to present your solution & relay info regarding correct avenues for seeking assistance with various issue types. Labeled as Part 1, directions stated that you will role-play this meeting in your interview. Overall, the prompt was quite vague & lacked clarity, causing me to reach out for clarification but the response just restated the prompt, did not clarify. Part 2 of exercise involved "drafting an outline of a plan" to ensure the district's new adoption of Strategies is successfully implemented including key actions & steps. This too would be shared in role-play format in the interview. The wording of the written exercises as well as the info received about the 2-part interview (also labeled Part 1 & Part 2) understandably led me to believe that in the 1st interview I would be role-playing Part 1 Exercise & in the 2nd interview, the Part 2 Exercise. This was NOT the case however... Part 1 Interview had a panel of 3 employees (2 PSM, 1 CEM) & lasted 45 min long on Zoom. The longest any were employed was 2 years, 2 out of the 3 just 1 year. I was immediately taken off guard when the panel told me I'd be presenting both role-plays in this interview (not part 1 & part 2 as every prior communication had implied) & was also expected to share my screen, which I was unprepared because there was zero indication of that in the written exercise prompts but I adapted quickly & made it happen. This started me off flustered & on the wrong foot. The panel was disengaged & distracted - when I paused to ask questions & engage (remember role-play), they were silent sometimes for 15+ seconds, causing me to re-ask the question, making for an awkward & difficult role-play experience. Interestingly, some of the feedback I received (while merited) was to be more conversational & have a more dialogic approach, yet they were not very dialogic themselves. Similarly, another thing that threw me off & left me feeling confused was that the panel members never told me the task had a time limit nor that they would be putting in "time remaining" comments in the chatbox (which I did not have open because I was sharing my screen). When I saw this after the fact, it made me feel like I was inevitably missing the mark but that the "mark" was unfair due to their lack of communicated expectations. The vagueness of the written exercise prompt along with the lack of clearly stated expectations at the beginning of the interview contributed to a VERY POOR Part 1 interview experience. I left feeling both confused & discouraged. Finally, it was only at the very end of the 1st interview that I was told the 2nd interview to follow in 30 min was a values interview, again never explicitly stated or communicated at any point until then. This impacted my preparedness, especially considering that all the emails I had received implied 2 separate role plays in 2 separate interviews which is what I prepared for. Feedback provided was helpful & certainly valid but the panel could learn something about the "sandwich method" of feedback delivery, especially as previous teachers, given that their current delivery is abrupt & abrasive. Part 2 Interview had a panel of 2 employees (2 PSM, 1 TSM) & lasted 30 min on Zoom. Again, 1 has been with the company for just 2 years & the other exactly 1. This panel was a LOT kinder & more welcoming than the 1st. They treated me like a human being & made me feel comfortable, unlike the 1st panel which came off as very pretentious especially considering how short of a time they've been at the company & how recently they too were transitioning teachers. In this interview, while I didn't feel prepared because none of the company's communications indicated I would have a value-interview during this round, I feel it went so much better, in part because of the attitude & warmth of the panel. Their feedback was well-delivered & responsive. Both interviews occurred on the same day, essentially back to back with a small break in between. I knew however based on the 1st interview experience that I was clearly out of the running which impacted how well I presented myself in the 2nd interview. Prompt responses of advancement or not were provided each round, no more than 1 week after submission/completion.

      Interview questions [1]

      Question 1

      Many questions are 3-4 parts. One member of 1st panel was kind enough to put them in the chatbox. Others did not. 2nd panel explicitly stated at the beginning that it was okay to ask for the question again if I couldn't remember all 3-4 parts. Describe a time when circumstances or a project abruptly changed and how you handled it. What would you do differently? (asked immediately after role-play) Why do you want to work at Ellevation? What does inclusion mean to you and what does an inclusive environment feel like to you? Describe a great team you were a part of, what made it great, and how you contributed to making it an effective team. Many others
      Answer question
      1
      avatar
      Ellevation Education response
      2y
      Thank you for taking the time to share your feedback with us. We value all perspectives, including those that highlight areas where we can improve. It's disheartening to hear that your interview experience did not meet your expectations, and for that, we sincerely apologize. At Ellevation, we strive to provide a positive and respectful interview process for all candidates. Your feedback is invaluable in helping us identify areas where we may have fallen short and make necessary improvements. Thank you again for bringing your concerns to our attention. We are committed to continuously improving our processes and appreciate your input. Thank you, Shrina Sood - Director of Talent

      Ellevation Education interviews FAQs

      • Candidates applying for Customer Success Manager (CSM) roles take an average of 30 days to get hired, when considering 1 user submitted interviews for this role. To compare, the hiring process at Ellevation Education overall takes an average of 30 days.
      • Common stages of the interview process at Ellevation Education as a Customer Success Manager (CSM) according to 1 Glassdoor interviews include:

        Skills test:  33%

        Group panel interview:  33%

        Presentation:  33%

      • Here are the most commonly searched roles for interview reports -

        1. Product Support Specialist(5) ;
        2. Partner Development Manager(4) ;
        3. Marketing(3) ;
        4. Account Manager(2) ;
        5. Data Integration(2) ;
        6. Director(2) ;
        7. PSO Team Member(2) ;
        8. Senior Product Manager(2) ;
        9. Sr. Product Manager(2) .


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      Jobs at Ellevation Education

      3 jobs in United States
      Customer Success Manager
      Remote
      ·
      $80K - $100K /yr
      (Employer provided)
      View job
      Partner Education Specialist
      United States
      ·
      $70K - $80K /yr
      (Employer provided)
      View job
      Account Manager
      Remote
      ·
      $75K - $95K /yr
      (Employer provided)
      View job
      View all Customer Success Manager (CSM) Jobs