Question 1

Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company A?

Options :

A : Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

B :

Observe net promoter scores and how likely the customer is to recommend the products to someone else.

C : Provide recommendations for training or suggest new features based on data analysis.

D : Perform a marketing campaign and share the roadmap of new products.

Answer: C

Question 2

During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer's business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social medi

a. In which stage is the customer?

Options :

A : Adoption

B : Optimize

C : Expand

D : Advocate

Answer: D

Question 3

How are operating expenses (OpEx) different from capital expenses (CapEx)?

Options :

A : OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.

B : OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.

C : OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.

D : OpEx has depreciation, while there is no deprecation with CapEx.

Answer: C

Question 4

As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?

Options :

A : Talk to senior management to explain the benefits of success story creations.

B : Explain that this is a role metric that is needed to satisfy quotas.

C : Make the story for internal use only.

D : Offer the customer free products or services as an incentive.

Answer: C

Question 5

Which scenario represents a use case expand opportunity?

Options :

A : usage KPIs are on target entering the fourth quarter

B : supplementary training sessions are organized on existing features

C : solution management team adds headcount

D : endpoint security solution extended to cover data center servers in addition to laptops

Answer: D

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