Sample Answer
Situation: At GeneralHealth (a mid-market client with 120 clinic locations), renewal risk rose to 65% after usage dropped 40% following a poor rollout of our EHR-integrated scheduling module. Task: As the named Account Executive, I owned retention and had 90 days to stabilize revenue and restore adoption. Action: 0-30 days I ran a rapid discovery: 12 stakeholder interviews (CMO, IT lead, 4 clinic managers), reviewed adoption telemetry in Salesforce and Mixpanel, and created a prioritized issue log. 30-60 days I executed a remediation plan: launched weekly executive touchpoints, coordinated a dedicated Customer Success engineer to fix three API throttling issues (AWS Lambda/Cognito), and delivered targeted training webinars for 60 power users. 60-90 days I rolled out a usage incentives program tied to KPIs, implemented a bespoke dashboard in Tableau for clinic leaders, and negotiated a 6-month pilot extension with a success clause. Result: Within 90 days active usage climbed 55%, churn risk dropped to 12%, and we secured a $420K renewal (retaining ~95% of ARR) and expansion opportunity of $120K in professional services.
Keywords
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