Tell me how you would save a large account that has told you it is planning not to renew in three months.
What the interviewer wants to hear
- Find the real reasons through discovery with multiple stakeholders
- Involve an executive sponsor on both sides
- Build a recovery plan with measurable milestones
- Use data to show value and fix gaps
- Consider commercial options carefully
- Know when to accept the loss and learn from it
Model answer
First, I would find the real reasons, not just the stated one, by speaking with the sponsor, the daily users and, if possible, procurement. Then I would bring in an executive from our side to show commitment and meet their decision maker. Together we would agree a short recovery plan with clear milestones, for example fixing integration issues within 30 days and retraining users, with owners on both sides. I would use data to show the value already delivered and be honest about gaps. Commercial options, such as adjusted scope or a longer term with better pricing, come later and only in exchange for something. I would update leadership on the forecast honestly. If they still leave, I would do an exit review and share lessons with product and sales.
Can you answer it under time pressure?
Take a timed hard round and get scored on every answer.
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