Well, they have so many steps I counted around 8 total. First interview with HR, then second with the supervisor of the team (east or west), then third one with both of them, then a fourth with STAR Method with the 2 other people of the team who are responsible for other people on the team, then prepare a presentation and send it (which I counted as one step), then present it to the heads of east and west, then another interview with the VP. The interview itself it's not hard, it's just too long, the same thing you tell the first person of HR you will say until your last phase, it's very repetitive, you will have to tell the SAME stories 7 times or as long as they want. The thing is, I was interviewing for an ASSOCIATE position, let's keep that in mind and the feedback was that my presentation was the BEST one they have ever received so far in their hiring process (that got me very happy I love creating things), I was nervous and I externalized that one or two times for the interviewers (who were clients) at the interview, the HR kept telling me I was the favorite candidate, my presentation was the best HOWEVER they noticed I was "too" nervous and for this reason they would not make me an offer. Reminder that they would give me training for months and this was an ASSOCIATE position, it's not that I would have to present to clients in a short period of time. (The "nervous" thing could have been worked on through the learning time ) It was very frustrating, I had to go all over these steps, so many positive feedbacks all along the way that gives you the idea you will get the position. The VP talk was a bit bad because she probably knew I wasn't the one they would pick but she had to move forward with the interview anyways. The whole process is too much, they make you waste your time repeating the same stories and god forbid you're nervous. Even having all the experience, qualifications, positive feedbacks (I know there are better people in the market) I just thought that negative could have been better explained after all I've went through.

The overall interview process was time-consuming and lengthy. However, the recruiters I interacted with were excellent and very pleasant. They sent a survey after the first phone screen, which was great, but I was confused why another survey was not sent after the fourth and 5th interviews. This seemed like a miss on their part. The second step was a 1:1 video call with a hiring manager for about 30-45 minutes to discuss my experience in Customer Success. That dialogue seemed to go quite well. The third step was a 30-minute call with a Customer Success Team Lead about three of their six values. The Team Lead was very nice and friendly but seemed unprepared, as she read the interview questions verbatim from her screen. The fourth interview was with another Team Lead who was friendly and more relaxed but also read canned questions from her screen. While any candidate can answer questions, it would be more helpful to create a dialogue to get a sense of a candidate's values and how they align with the company. They sent a NDA to sign before I went into the 5th interview. The recruiters scheduled my 5th and 6th interviews for the following week. The 6th and final interview was supposed to be with the VP of Customer Success. The 5th interview was a mock Executive Business Review (EBR) presentation, where I was given fake customer data and tasked with creating a mock EBR and providing recommendations to the client. I spent about five hours reading customer stories on their website and reviewing their knowledge base articles to get a basic understanding of their product and how they service their clients. One of the hiring managers from the Vancouver team was looking for specific data, and my recommendations were not quantifiable enough to meet her expectations. My feedback to the hiring team would be to consider candidates who are personable, have similar experience working with enterprise clients, have grit, and a willingness to learn. I wasn't graded on my presentation skills or the effort I put into creating the presentation or my commitment to the six-step interview process. Instead, I was graded on having the right data in my slide deck on a product that only the hiring team is an expert in. The day after my presentation, the recruiter informed me that they were canceling the final interview (oddly scheduled in advance of the 5th step) and that they were not moving forward with me. Overall, the recruiters were the stars of this entire experience. Their ability to communicate and stay in regular contact throughout the process was exceptional. A six-step interview process for an individual contributor-level CSA role seems excessive. How much does this process cost the business? Overall, people were pleasant to interact with but I wouldn't recommend applying here unless you are willing to dedicate 20 hours of interview prep time and spend 5-6 weeks interviewing.