Sample Answer
Situation: At General Systems, a strategic client (MegaRetail Inc., $4.2M ARR account) signaled they would not renew in Q3 after product adoption fell 30% and support tickets rose 220% over two months. Task: As the named Account Executive, I owned renewal recovery and stakeholder alignment with 14 days to save the account. Action: I ran a rapid diagnostics using Salesforce and Gainsight to map usage dip, aggregated top 10 support issues via Zendesk, and held a war-room meeting with Product, CS, and Engineering. I led executive sponsorship outreach: scheduled a C-level call between our VP of Customer Success and MegaRetail’s Head of Ops within 48 hours. I proposed a targeted remediation plan — 6-week success playbook including two on-site training days, a custom integration patch scoped by Engineering, and a 10% short-term credit tied to adoption milestones tracked in Gainsight. I used Gong recordings to coach the renewal conversation and updated the SLA in DocuSign. Result: Within three weeks adoption recovered 45%, support tickets fell 60%, and MegaRetail renewed for 12 months at 95% of prior ARR with a roadmap commitment worth $350K in upsell pipeline over six months.
Keywords
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