Instructions and covered skills
Read each scenario carefully before selecting an answer. Focus on the evidence provided and avoid making assumptions that are not supported by the scenario. Choose the response that best supports a reliable account-health and renewal-risk process. Keep notifications off and work in a quiet setting to maintain concentration. Consider the customer objective, the strength of the signal, and the appropriate next action. Review your selections before submitting the test.
Key Areas
This test covers the ability to build and use a practical account-health process for recurring customer relationships. Candidates evaluate leading and lagging indicators such as active usage, feature adoption, support patterns, stakeholder engagement, business outcomes, payment status, contract timing, and competitive activity. They distinguish a health-score movement from its underlying cause and recognize when data should be validated through direct customer conversation.
The assessment also examines renewal-risk management. This includes identifying material risks, determining urgency, documenting evidence, assigning owners, defining recovery actions, and setting measurable checkpoints. Strong performance requires an understanding of how product, support, implementation, finance, sales, and executive sponsors can contribute to a coordinated customer plan. Questions emphasize actions that preserve customer value rather than actions that merely improve reporting metrics.
Candidates are expected to interpret conflicting signals. For example, a customer may show strong login volume while failing to achieve a stated business objective, or may report satisfaction while a decision maker becomes unavailable. Effective account management requires combining quantitative information with relationship context, contract details, and customer priorities.
Recommended Preparation
Review common account-health dimensions and consider how each relates to customer outcomes and renewal likelihood. Practice separating leading indicators, such as declining adoption or reduced sponsor engagement, from lagging indicators, such as a missed renewal. Become familiar with account review cadences, risk registers, mutual action plans, success plans, stakeholder maps, and renewal timelines.
Prepare by working through realistic account scenarios. For each scenario, identify the evidence, state the risk hypothesis, select a customer-centered next step, assign accountable owners, and define a measurable result. Pay particular attention to situations where a score conflicts with direct customer feedback, where a champion leaves, or where usage varies because of seasonal operations. The goal is to make sound, documented decisions that improve customer outcomes and support durable renewals.