Stripe Account Executive Interview Questions & Answers
Below is a list of our Stripe interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Behavioral
1. How do you handle rejection?
How to Answer
Rejection is clearly a big part of sales, and the interviewer wants to know that you can handle it. You will want to show the interviewer that you have thick skin and that you have developed ways to deal with the feelings that arise when you're rejected. If possible, give an example of a time when you successfully handled rejection.
Entry Level Example
"The first step in rejection is acknowledging that this is part of the process. Asking for detailed feedback can provide insight into why a potential isn't interested in our product. I remain polite and professional, as a client often remembers the behavior of those they told no. If they need our service in the future, a potential client will remember a good attitude. However, I do not let rejection stop me from reaching my goals. Often, rejection is the perfect opportunity to reflect and improve on my process."
Answer Example
"Earlier in my career, I worked as a junior-level inside sales representative for a SaaS company. My primary job responsibility was to make cold calls. I can't tell you how many people hung up on me or even cussed me out. This was an everyday occurrence. At first, I took it personally, but after a few weeks I realized that this was just part of the job and something I had to grow accustomed to, which I did. I came to understand that the rejection wasn't personal to me. I also realized that it was a numbers game and that it was just a matter of time until I spoke to someone who wanted to hear what I had to say and would be helped by our product. Nowadays, I don't worry about rejection at all. I believe in what I'm trying to sell and know that for the right client I'm helping them. I also make sure to de-stress by going to the gym after work most days so I can run off any frustration I might feel."
Behavioral
2. What do you find most satisfying about this type of role?
How to Answer
Be honest in your reply, but be sure to talk about something that connects to the job responsibilities and desired qualities the interviewer is seeking. You might talk about how you love to build relationships and/or sell, how you like prospecting, or how the close of the deal thrills you.
Entry Level Example
"I enjoy the collaboration and broad participation at Stripe and the shared vision of providing customers with great products that allow them to be successful in their business. The opportunity to build strong bonds with existing and potential prospects, providing them with resolutions to their business challenges while supporting our clients, creating a business plan, achieving quotas, and managing the full sales cycle would be most satisfying."
Answer Example
"My favorite thing about working in sales and account management is being in a position to help others. When it comes to Stripe, I know that the payments platform and apps you sell benefit the businesses who use them. I enjoy figuring out the pain points of the person I'm talking to and then showing them how our product will resolve that issue for them and provide value. When I close a deal it's not just about the satisfaction I gain in closing it but also about knowing that I helped a business be more efficient and profitable."
Behavioral
3. Describe your experience in building client relationships.
How to Answer
One of the most important job responsibilities you will have as an account executive at Stripe is building relationships with prospective clients and turning them into users of the company's platform and products. The interviewer wants to know that you have experience in client-facing roles. Emphasize that you are personable, communicative, and someone who can build meaningful relationships with others.
Entry Level Example
"The ability to connect with an individual and build a rapport is one I have always possessed. I enjoy engaging with potential clients while gathering hard and soft information that allows me to build a winning proposal. Rolling out the red carpet for each prospect while developing a long-term strategy to accomplish their goals reinforces to the client that I have a deep understanding of their needs and the drive to achieve them. In the follow-up, I remain dedicated to the client's needs, communicating the value of our services and the solutions they provide."
Answer Example
"I have always been someone who likes to talk to others. My friends would probably even say that I'm the life of the party. I enjoy meeting new people and learning about them. And over the years, I have used these innate qualities of mine to my benefit at work. When I became an inside sales representative after college, I spent hours every day cold calling and talking to prospects on the phone. This taught me how to quickly build a rapport with someone I've just met. I look for a commonality between us and initially try to connect with the person using that knowledge. Sometimes this involves quickly researching the person before I place the call. Once I transitioned over to account management, I learned how to identify pain points when I'm talking to a client and how to provide value and solutions. In addition, I strive to be positive, friendly, and knowledgeable so they want to talk with me. I look forward to engaging in high-level conversations with potential Stripe clients. This is what I love to do!"
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Behavioral
4. How do you stay motivated to conduct cold calls?
How to Answer
While an account executive does a lot more than cold calling, there will be times when you need to call someone you don't know to introduce yourself and pitch Stripe's platform on the spot. There is a lot of rejection with cold calling, and the interviewer wants to know that you'll be able to handle this. Talk about any experience you have in this area and how you deal with the rejection.
Entry Level Example
"Cold calling is an essential part of sales. To stay motivated, I create goals and challenges for myself. I don't allow the rejection to bother me, as I understand that it is part of the process. From experience, I have learned I can't take poor attitudes personally and that for every rejected cold call, there is still an opportunity, possibly with another individual inside the organization. Keeping track of my success motivates me to continue as cold calling is a proven method of reaching potential clients."
Answer Example
"Cold calling is a part of sales. My past experience as an inside sales rep has given me thick skin, and I just don't take rejection personally anymore. I figure if someone doesn't want to hear me out or is rude to me, I just need to find another contact at that company who is receptive to hearing my pitch. I always tell myself: no pain, no gain. It takes effort to reap a reward, so if multiple people close me down, I live for the ones who hear me out because these are the people I'll likely be able to help. And that's what I love to do - find a solution to a problem for a client or prospect. As an account executive, only about 15% of my week is generally spent on cold calling. Since this is a limited amount of time, I just space out the calls over the course of the week. If any of them don't work out, I don't worry about it; I just try again the next day."
Behavioral
5. If you were your own client, what words would you use to describe yourself as an account executive?
How to Answer
The key to answering this question is to be confident. Without being arrogant, talk confidently about the qualities that will allow you to excel as an account executive at Stripe. While you will want to highlight your strengths, it's okay if you want to mention a weakness too as long as you mention how you combat it.
Entry Level Example
"If I were my client, I would describe myself as a dedicated, organized, empathetic, and highly determined account executive. As an account executive, I was driven to succeed and be competitive. I had excellent presentation skills while providing clear and concise demonstrations of the products available to me as a client. As my own client, I was genuine in my desire to prove that, as the client, my business was valued and respected."
Answer Example
"If I were my own client, I would describe myself as an outgoing, informative, and proactive account executive. I would say that it's fun to talk to me because I make it a point to remember the important non-work details like my kids' names or which sports team I like. I'd also say that I'm the type of account executive who knows what she's talking about and who fully understands all the technical details of the product. While perhaps at times I am a little too eager to promote the latest product feature, it's all good because as a client I'm kept up-to-date with the newest features so I get the most value I can from the product."
Competency
6. What are the stages of the sales cycle and which do you find most challenging? Why?
How to Answer
As an account executive at Stripe, you'll need to be familiar with the entire sales cycle since you'll be leading prospective clients through it from start to finish. Brush up on the stages of the sales cycle prior to the interview so you can explain them confidently to the interviewer. Discuss the one that you find most challenging, but be sure to explain how you overcome the challenges.
Entry Level Example
"There are seven stages of the sales cycle. They include prospecting, contact initiation, qualifying your prospect, educating your potential, presenting your offer to the potential client, demonstrating the value of your product, and finally, closing the deal with follow-up. In previous experience, prospecting has proven most challenging as too many unqualified leads can waste resources. To avoid this, developing prospect personas has proven beneficial in this stage of the cycle. By focusing on what key pain points potential clients are experiencing, what motivates them, and the best time to reach them, I could reach those with more sway in their organization and was more likely to get further in speaking with them."
Answer Example
"The stages of the sales cycle include prospecting, connecting, qualifying/setting goals, demonstrating value, closing the deal, and follow-up. In my opinion, the most challenging stage of the sales cycle is prospecting because in many cases you're literally starting from scratch, trying to find someone to sell to! This can be hard at times. But while I find it the most challenging, I also find it the most enjoyable. I like the challenge of hunting for qualified leads. And I'm open to finding good leads from any source, whether it be from social media, my existing network, or customer referrals."
Competency
7. How do you decide when to stop pursuing a prospect who won't commit?
How to Answer
There will inevitably be times when you're chasing a prospect who seems perfect and then things fizzle out. Explain to the interviewer how you know when it's time to stop pursuing a prospect. Emphasize that you strive to invest your time in prospects and/or clients who are engaged and interested.
Entry Level Example
"There are signs a prospect will exhibit if they are not interested in a common sale goal. This can be in the form of unreturned emails or calls or the inability to answer questions such as their goals for the project or who will be involved in the decision. This information lets me know they are not serious or decision-makers. The conditions must be suitable for a sale, whether it is pain points or circumstances. If a prospect isn't showing interest or responding to communication after multiple follow-up variations, it is time to move on and invest my time in qualified leads."
Answer Example
"One of the first signs that a prospect or current client aren't interested in what I'm trying to sell is that they stop engaging with me. This means that they don't respond to my emails or calls. If they are clearly avoiding me, it's likely they aren't legitimately interested. Similarly, if they refuse to set up a follow-up call or they don't want to take the next step in the process, it usually means that this isn't going to go anywhere. Usually when this happens, whenever I call them I get voicemail. While sometimes they are just busy, many times this signifies that it's time for me to move on. Finally, if they aren't asking me questions or providing me with truthful answers to mine, it's probable that they aren't serious about what I'm trying to sell. Ultimately, I invest my time in clients and prospects who converse openly with me, engage in two-way conversations, and make themselves available to talk."
Competency
8. How do you find new sales opportunities?
How to Answer
Account executives at Stripe are generally expected to develop outbound strategies that create and nurture new sales opportunities. Be prepared to explain to the interviewer how you generally go about generating new leads. This will show the interviewer that you are ready to meet revenue goals and sales targets.
Entry Level Example
"One may find sales opportunities in happy customers, sales meetings, and cold calls. By creating an open line of communication with current clients, I can monitor their purchase trends and anticipate future needs. Through creating new sales strategies, I can identify the needs and interests of potential clients and create a presentation catered to those needs. By social selling, I can generate solid leads by doing quick research and sending connection requests to individuals who would see value in our services. I can also find new sales opportunities in my network by asking questions such as what a team is working on, their greatest costs, and what existing issues they are facing within their company."
Answer Example
"When it comes to upselling and cross-selling, as an account executive I stay in frequent communication with my accounts so I'm aware if a need arises that I can fill. Also, if we develop a new feature, I consider if it might be a value-add or a solution to a pain point for any of my accounts, and if it is, I'll reach out and start a conversation about it to see where it goes. When it comes to generating new leads, I network online and in person. Generally once or twice a month I attend a trade show, convention, or community event and try to strike up conversations with people who might be interested - or know someone who might be interested - in our product line. I also dedicate about 15% of my week to cold calling and/or cold emailing via LinkedIn. My goal is to keep the pipeline filled so I'm consistently closing new deals."
Competency
9. How do you handle the transition of an account after you've closed a deal?
How to Answer
As an account executive at Stripe, you'll frequently be involved in expanding and upselling accounts. Talk to the interviewer about what you'll do after you've closed a new deal with a client. Emphasize how your main focus will be to ensure complete client satisfaction at all times. Explain that you will continue to look after the client and not simply pass them off to other internal teams.
Entry Level Example
"The bond with the client doesn't end as the sale is closed. That relationship will continue to be nurtured in many ways, including facilitating team transitions. By sharing the deep understanding and knowledge of the customer, I can ensure that the client's goals remain in focus and top priority. By maintaining that client relationship through follow-up communication, I ensure our customers' satisfaction and create the possibility of future growth through cross-selling opportunities."
Answer Example
"In my experience, after a deal has been closed, there are other internal teams like billing and service/fulfillment that typically get involved. I strive to facilitate these transitions so the client has only a smooth and positive experience, and I continually keep tabs on them and stay in frequent communication. Although other teams have to carry out their necessary parts of the process, ultimately the client and their satisfaction is my responsibility, and I take that seriously. If the client has any difficulty with anything, I step in and get it corrected as soon as possible."
Competency
10. What kind of experience do you have in presenting information to stakeholders?
How to Answer
Account executives at Stripe need to have strong presentation skills. Talk about any experience you have presenting information to stakeholders of various levels. Show that you are confident and a strong public speaker who can convey product information to an audience. If you lack experience in this area, discuss any public speaking courses you've taken or non-work experiences that have placed you in front of a crowd.
Entry Level Example
"In my previous role, I did not have an opportunity to present to stakeholders. However, I had sales experience that required presenting to prospective clients. That experience has allowed me to perfect my presenting skills, use strong communication skills, and become proficient in public speaking, body language, and presentation delivery. As a Stripe account executive, I will approach any stakeholder presentation by leading with my key message, using data to illustrate my key points, preparing answers to any questions, and encouraging feedback."
Answer Example
"Within my last role, I participated in giving in-person demos to prospective clients. As a sales representative for a SaaS company, I traveled to meet prospective clients alongside the sales manager. While he was the primary presenter in most cases, there were times when I filled in for him, and I was always learning from him while assisting in the presentations. I feel confident that I will be able to present on my own as a Stripe account executive. I have a passion for your product and know that I will be able to both successfully explain and sell it to any audience."
Competency
11. How do you overcome objections to your sales pitch?
How to Answer
There will likely be times when a prospect doesn't buy your sales pitch. The interviewer wants assurance that you'll know what to do in this instance to turn things around. Talk about the techniques you would employ to show the prospect why Stripe's products are exactly what they need, despite their objections.
Entry Level Example
"By anticipating possible objections, I can create responses to those concerns preemptively and respond immediately to the prospective concerns. It is imperative to listen to those doubts and rejections so that I may identify the core concerns and neutralize them. By focusing on the client and conveying empathy, understanding, and confidence in my ability to overcome their concerns and provide real solutions, I am able to reassure the client that we care about their concerns, leaving a good impression on them of myself and Stripe."
Answer Example
"Making a sale isn't always easy. You usually have to overcome various objections that the prospect puts in front of you, like perhaps they say the product or new feature is too expensive and doesn't fit their budget. They might say that they are happy with whatever tool they currently use and so they don't need a new one. They may simply feel that they are too busy at that time to spend time evaluating a new product. My job as an account executive is to rebut these objections in a manner that doesn't turn off the prospect. I usually begin by validating how they feel and telling them that I agree with their reasoning. But then I say 'however' and I launch into prepared reasons why it makes sense for them to still consider our product. If they say it's too expensive, I focus on demonstrating the unique value of our product and how it can help them. If they're happy with their current methods, I explain how our product is an improvement in comparison. If they say they are just too busy right now, I work with them to find a time when we can get back in touch about it. Most of all, I am persistent and knowledgeable. And I always make sure they understand that the reason I am encouraging them to consider my company's product is because it will help them solve a business problem."
Competency
12. What qualities and skills do you bring to the table as an account executive?
How to Answer
When you answer this question, keep in mind the qualities and skills the interviewer is likely looking for you to have. This would include things like being an excellent communicator and relationship-builder, as well as someone who can bring in new business and keep existing users happy. Emphasize the ways you will increase revenue for the company.
Entry Level Example
"I will come into this role fully equipped with strong communication skills and a high level of empathy. I have the drive to sell, and having experienced competing against strong competitors; I have gained an edge in negotiation and problem-solving. I bring organization and a desire to learn new skills and procedures. I take direction well; I am proactive and can seek out tasks that need my assistance. While working for Stripe, I plan to own the full sales cycle and drive the growth engine by taking responsibility for revenue growth."
Answer Example
"To start, I bring deep experience in sales and account management, having worked in both areas for several years now. This means that I am capable of meeting and exceeding sales quotas and am adept at building relationships, whether it be with prospects or with existing clients. I am also a highly effective communicator who is personable and friendly. In addition, I am a great listener who uses a consultative sales approach to identify business pain points and to explain to clients how our products will solve their problems. I strive to be well-informed and knowledgeable so my accounts view me as a SME. Ultimately, I know how to be an effective and highly successful account executive, and I look forward to the opportunity to drive revenue at Stripe."
Competency
13. What does your sales track record look like?
How to Answer
Account executives at Stripe need to be able to sell. One of your main job duties within this role will be to win and expand business with upper middle market and enterprise companies. Talk to the interviewer about your sales track record. Let them know if you tend to meet and/or surpass your sales quota.
Entry Level Example
"In previous roles, I have met or surpassed my sales goals every quarter over my eight-year career. For example, in my last role as an account manager, between 2019 and 2021, I led my team to exceed our sales projections by 18%-we accomplished this feat in a market where many other teams fell short of their goals. I can drive the growth engine while working with current and future potential clients by developing new sales strategies and fostering a strong sense of teamwork among my staff."
Answer Example
"I've worked in sales and account management my entire career so far. First, I worked as an inside sales representative, then as a senior sales representative, and later I transitioned into account management. As an inside sales rep, I had to make a certain number of calls a day, and I kept track of how many wins I had, a win being a demo or on-site appointment that I managed to book. I made it a point to consistently exceed my call and win targets, sometimes staying late to do so. As a senior sales rep, I continued to surpass my monthly sales quotas. I monitored my progress throughout the month so that I could adjust strategies as needed to ensure I reached my numbers. I also tracked my average deal size. As an account manager, I use the skills I honed in those sales positions to expand and cross-sell accounts. Given my track record, I know that I will be successful selling at Stripe within this role."
Discovery
14. Where do you see yourself in five years?
How to Answer
The key thing to remember when answering this question is that you want to show a passion for sales and building relationships. Be honest, but try to avoid talking about a desire to do something completely different as an interviewer would likely see this as a red flag. It's also important to show that you want to keep advancing as you progress in your career.
Entry Level Example
"I am passionate about sales, people, and customer satisfaction. My career has progressed so far to this point, and I am looking forward to the growing experience as an account executive at Stripe. In five years, I am looking to be in a leadership role with Stripe, leading a team of talented individuals and working to meet goals within the organization. I intend to spend the next several years learning from established leaders here within Stripe so that should a leadership role arise, I have that time the experience and skills required to succeed in the position."
Answer Example
"I definitely want to keep moving up the ladder as I continue to learn and gain more experience in this field. After several years in a junior sales role, I'm ready to be an account executive who works with large enterprise clients. Down the line, I'd like to move up into a sales manager or sales director role where I can oversee a team of sales folks. I plan to spend the next few years continuing to hone my sales skills and mentoring others so that I'll be prepared when the opportunity arises. I am passionate about sales and know that this is where I belong."
Discovery
15. Talk about any experience you have selling a technical product.
How to Answer
An account executive at Stripe needs to be able to have technical conversations with people at all different levels of an organization. The interviewer wants assurance that you will be able to understand and sell its payment software. Talk about any past experience you have in selling products of this nature. If you don't have any, discuss how you are analytical, smart, and eager to begin selling.
Entry Level Example
"In my previous role, I worked hard to understand the products we sold and the position the product had in the market. I demonstrated to prospects how our product was the best option for their business, explaining key points on what we could provide over other vendors. In my position, I was uniquely able to provide the context of benefits our product held for prospects through evidence-based data and hard numbers. I can surpass resistance by identifying a prospect's biggest bottlenecks and addressing them quickly. I thoroughly enjoy learning about new products and their features and, within this role, will dedicate myself to the genuine understanding of all products Stripes sells."
Answer Example
"My past jobs were all in the fintech field, but they were for SaaS companies like Stripe. So I am highly experienced in selling SaaS products, having done so for nearly 10 years now. I am capable of and experienced in teaching new users how to use complex technical products and platforms. When it comes to being technical, I have always been someone who is analytical, interested in technology, and excited to learn. If you choose to hire me, when I start I will take the time to fully understand and learn the products Stripe sells so that I can clearly explain and persuasively sell them to prospects."
Discovery
16. What is your proudest accomplishment?
How to Answer
The interviewer wants to see if your answer to this question aligns with the account executive role or not. Be sure to connect the accomplishment you mention to the role and the qualities that the interviewer is hoping you possess (e.g., resilient, persistent, analytical, personable, persuasive, communicative).
Entry Level Example
"My proudest professional moment was when I did a discovery interview with a client. Watching the client become animated when discussing their vision of the future of their company, knowing that I would be able to give them what they needed to make that vision a reality was a meaningful part of my career journey. I have since then led hundreds of discovery calls, and the satisfaction I get from watching clients speak about their passion, knowing I sincerely and fervently wish to help them achieve their goals, is unparalleled. The pride I feel when closing deals drives me to continue to climb roles and has led to this account executive position at Stripe. My passion for people, sales, and determination to close a deal makes me uniquely qualified to fill this role."
Answer Example
"I'd say that my proudest professional accomplishment was when I helped close a large deal with an elusive prospect in my last role. This company had been on our radar for several years, but we'd never been able to make much headway with them. When I came into the role, I made it a point to follow up with them every several months. I did my research and pinpointed several key decision-makers in the company, and I kept in touch with them. Eventually, I managed to get one of them to trial our service. Gradually, they kept adding more and more users to the trial as they realized the value our product brought to their business. Working with my team, I was finally able to close the six-figure deal, which was a huge boon to our company. I was very proud of closing this deal because so much hard work, effort, and time went into it over many years."
Leadership
17. You will be working with many junior sales people. What kind of leadership and/or management experience do you have?
How to Answer
It's likely that as an account executive you'll work closely with the sales and account management teams, both of which will be filled with junior-level representatives. The interviewer is curious if you have any experience in leading and/or managing others. If possible, provide an example of a time when you successfully managed others.
Entry Level Example
"In my previous role, I worked as an account manager for five years. I set goals for my team that directly aligned with the company's goals. I led my team to increase sales numbers each quarter over the last five years. I met with my team every quarter to review company objectives and track the progress of overall team goals. I also met with team members individually to create personal workplace goals. In that role, I celebrated my team and their accomplishments to maintain team motivation. I often check in with my team to address any risks or deadline issues and provide additional feedback. As a team leader, I would facilitate discussion and find a resolution if there were disagreements among team members as needed."
Answer Example
"In my last role, I was an account manager at a SaaS company. I worked there for five years. Early on, I associated with the inside sales representatives because I saw them daily at our sales/account management meetings. I valued their hard work because cold calling isn't easy, and I recognized that it was due to their tenacity in many cases that I ended up with calls and on-sites with prospects and existing clients. As I worked there longer, I developed close working relationships with many of these junior-level employees. After a while, they began coming to me when they needed guidance. I mentored them, and I enjoyed this role. Although I wasn't their direct manager, in several cases, I was able to guide them through situations where they were able to close a deal or get a win. I would love the opportunity to work with junior-level colleagues again; I know that I can positively impact their lives and help them to grow professionally."
Operational
18. What programs and tools do you use to support your sales efforts?
How to Answer
An experienced account executive most likely uses multiple technology tools to increase their productivity and efficiency. Talk to the interviewer about the various programs you use to make your work life easier. Mention all the tools you typically use, including video conferencing programs, CRM software, e-signature tools, sales forecasting programs, project management platforms, and social media management tools.
Entry Level Example
"When I started my career, I worked for a small team where we used Pipedrive. When I moved to my last company, I used programs such as Salesforce, HubSpot, and Microsoft Excel. For meetings, I have utilized Zoom and Microsoft Teams. We used Copper as it worked seamlessly with G Suite. When closing a deal, the company preferred to use DocuSign, which is very user-friendly. I am always on the lookout for the best software to keep myself organized so I can focus on work that moves the bottom line."
Answer Example
"As I've progressed throughout my career, I've gained exposure to and experience in various programs that have helped to optimize my performance. More recently, especially ever since the Covid-19 pandemic, I've become proficient in using Zoom and Microsoft Teams to conduct virtual calls and meetings. I also rely heavily on pipeline management tools like Salesforce and Microsoft Excel to track my accounts. Once I've closed a deal, I use DocuSign to obtain the new client's signature on the contract. I also frequently use Accelo for sales forecasting purposes. I'm always open to learning new programs because I recognize how these tools can improve my speed and performance."
Operational
19. Tell me how success was measured in your last role.
How to Answer
Use this question as an opportunity to talk about what you did in your last role and how you achieved success. Be honest, but make sure that the metrics you used to measure success were straightforward and easy to understand. It will be a red flag for the interviewer if you're unable to clearly explain how you measured success in your last sales role.
Entry Level Example
"In my previous role, I measured success in customer feedback and quantitative performance data. I measured my team's activity metrics, marking a correlation between cause and effect on sales tactics such as cold calls. Success was measured by the daily volume of calls and emails sent. Surveying the follow-ups and touchpoints made with prospects. Lastly, I focus on the end results, measuring the number of presentations I booked, comparing those numbers to previous quarters, and constantly fluctuating those numbers to achieve ultimate sales goals."
Answer Example
"As a junior sales representative for a SaaS company in my last role, I measured my success using several metrics. First, I tracked the time I spent selling during the day. This included making cold calls and sending sales emails. I strived to spend at least 60% of my day selling and the other 40% on administrative and related tasks. Second, I kept track of how long it took me to respond to new incoming lead inquiries. My goal was to respond within 10 minutes because I wanted to capitalize on the interest by the lead while it was hot. Finally, I closely monitored how many demos and on-site appointments I booked each day. I might make a million calls but if none convert into a demo or on-site then I need to reevaluate my pitch. Every day I looked at how many demos and on-sites I had booked and compared my numbers to both my coworkers and my own personal bests. I continually tried to improve those numbers."
Scenario
20. You are hired and you disappoint a client. What do you do?
How to Answer
The interviewer understands that nobody is perfect and that one day you will probably make a mistake when it comes to a client. They want to hear how you will handle this situation. Explain that you view failure as a learning opportunity and that you always strive to keep the client as happy as possible. You'll want to show that you are proactive and a good problem-solver.
Entry Level Example
"While disappointing a client is a mistake Id never wish to make, it has happened in the past. For example, I missed a deadline for a client in my early career as I needed to be more diligent and organized and was more confident in my ability to deliver. So, in the end, I did fail to meet the deadline leaving the client frustrated and less than impressed. At that moment, it's about damage control. By listening to the client's grievance, I set out to repair the relationship by assuming responsibility and apologizing for the failure. I went above and beyond to solve the problem and worked diligently never to oversell and underdeliver to future clients."
Answer Example
"In the case of a mistake when it comes to a client, first I would acknowledge that an error had occurred. I wouldn't beat myself up about it, because mistakes happen, but I would examine why it happened and consider what I could change in the future to make sure it doesn't happen again. Most importantly, I would make sure the client is happy. If the mistake I made had impacted them negatively, I would apologize and look for a way to fix the problem for them. My goal would be to make things up to them so, in the end, they have only positive feelings about Stripe, our customer service, and me as their account executive. I would also look at the lesson I had learned and make changes so I don't repeat the same mistake again in the future."
Scenario
21. You are hired and put in charge of a list of 75 accounts. How do you prioritize them and stay organized?
How to Answer
As an account executive at Stripe, you will own an account list and be expected to develop plans for winning and expanding business for those companies. The interviewer wants to know that you will be able to stay on top of all your accounts and that you will focus on the most important ones. Talk about the methods you use to organize and prioritize your accounts.
Entry Level Example
"First and foremost, I get organized. By utilizing Salesforce, I can organize all my clients in the order of revenue, size, age, or cross-selling potential. I stay on top of meetings by syncing my calendar across all my devices and never miss a beat. I often operate in a rhythm, focusing on specific blocks for important tasks; I free myself up to be available for client communication and management. I stay diligent by managing expectations to avoid client frustration and prevent potential delays on deadlines. I prioritize clients similarly to how I organize them. I maintain focus on all clients but prioritize those who have the potential to increase revenue or expansion possibilities."
Answer Example
"I am very experienced in organizing and prioritizing company accounts. I learned early on the importance of both. To start, when it comes to staying organized, I typically rely on either spreadsheets like Excel or Google Sheets or I use CRM software, which, in many cases, is Salesforce. Whether it's a spreadsheet or a CRM program, I input in all of my accounts and use these programs to keep track of them and when I've last contacted them, in addition to many other details. When it comes to prioritization, part of this is dependant on the strategies of the sales and account management teams with who I generally collaborate on a daily basis. Outside of that, I tend to prioritize accounts based on potential revenue and expansion opportunities, as well as sometimes size. Both organization and prioritization are imperative to being a successful account executive."
Situational
22. Tell me about a time when you made a mistake with a client. How did you handle this?
How to Answer
Nobody is perfect, and the interviewer knows this. They want to find out how you handle failure. Emphasize that you view mistakes as a learning opportunity. Talk about a time when you made an error and explain how you handled it.
Entry Level Example
"In my early career, I missed an important deadline for a smaller client as I was focusing most of my efforts on a lucrative prospect. Ultimately, I failed to meet the deadline leaving the client feeling as if his business wasn't important and less than impressed with my inability to deliver the deadline. At that moment, it's about damage control. By listening to the client's grievance, I set out to repair the relationship by assuming responsibility and apologizing for the failure. I went above and beyond to solve the problem and worked diligently never to oversell and underdeliver to future clients."
Answer Example
"There was one time back when I was an account manager when I nearly lost a client. They were a legacy client who had been with the company since the beginning, and they were a small account compared to many of the newer ones. As a result, I prioritized them lower than many of the other accounts. Then I lost them in the shuffle of things and didn't touch base with them as I should have. Naturally, they saw this lack of communication as a negative, and when it came time to pay us again, they decided not to. When I realized the error of my ways, I talked to my manager about ways to win them back. Then I contacted them, apologized profusely, and offered them the discounted rate my manager had approved. In the end, I won them back. This taught me a valuable lesson about the importance of keeping track of all my accounts - whether they be small or large."
Situational
23. How would you handle a conflict with a client or colleague?
How to Answer
There will inevitably be times as an account executive at Stripe when you experience a conflict or disagreement with a client or colleague. Assure the interviewer that you can handle this sort of situation with fairness and a calm demeanor. Emphasize that you are resourceful and a creative thinker who will devise innovative ways to solve problems and conflicts.
Entry Level Example
"When it comes to conflict management, empathy and listening can go a long way in misunderstandings. Communication is paramount in resolving a disagreement. Listening and understanding the other's perspective can often lead to resolution. For example, In a previous role, my manager and I had a few disagreements but were comfortable expressing them. I wanted to work on an important project and expressed this to my superiors. They ultimately assigned the project to another employee. I politely and professionally explained to my manager how this made me feel underappreciated and ignored. My manager thanked me for expressing this and explained they had different projects in the works they felt were better suited for my skills and interest."
Answer Example
"Over the years, I've definitely learned that we can't always get along with everyone. People are different and each person has their own personality with their own strengths, weaknesses, and quirks. In general, I just try to be understanding and empathic when it comes to others. If I don't immediately agree with their point of view, I listen and ask questions so I can better understand their perspective. If a difference of opinions or personalities ever gets to the point of conflict, I look to bring an objective third party into the situation who can calmly mediate and offer guidance. I'm a big fan of compromise and try to always remain open to that as a solution. I also try to think outside the box because sometimes there's a less-obvious solution that can be implemented that makes everyone happy."
Situational
24. Have you ever upsold a client? If so, tell me how you achieved the sale.
How to Answer
A crucial part of the account executive role at Stripe involves upselling and cross-selling products and features. The interviewer is curious if you have ever done this before. If you have, provide details about the situation, your role in it, and what the result was. Emphasize how motivated you are and the various sales strategies you utilized. If you haven't, explain why you're ready and capable to do so.
Entry Level Example
"Businesses have a 65% chance of selling to current customers again. In my previous role, I upsold customers frequently when working with an existing client, driving revenue. I often tailored my upsell recommendation to the client's need and aligned them with a version upgrade, production protection, customization, or extended service period. Through frequent follow-ups with customers, I can identify a pain point and provide data on the value of upgrading their current product or implementing product warranties and protections."
Answer Example
"Within my last role as an account manager for a fintech SaaS company, I frequently upsold clients. This was a large part of my job - upselling accounts on new features and driving more revenue for the company. I used product knowledge and timing to help me close these sales. First, I identified a pain point the client was experiencing. Second, I determined how one of our products or a product feature could solve this issue. Finally, I conveyed this information to the client in a variety of instances that I timed according to the market and other variables, like when our salespeople might be in their area to stop by and show the feature or product to them in person. Ultimately, I closed the sale by using a consultative sales approach that was very conversational and helpful. I did this multiple times and would love to do so for Stripe and its platform too."
Situational
25. Talk about a time when you led a successful negotiation.
How to Answer
As an account executive at Stripe, you will undoubtedly have to lead and negotiate complex deals with prospective clients. The interviewer wants to know that you'll be capable of doing this. Discuss a time when you successfully negotiated a deal. If you lack this type of experience, talk about how you envision handling this kind of situation.
Entry Level Example
"I have had many opportunities to negotiate with clients over the years. Through this, I have gained a great deal of experience in negotiations. In one situation, I had a client who had been easygoing up until the deal's close. I had pitched to him perfectly and done needs-selling and consultative selling; I was persuasive. The pitch had gone great, up until the moment he felt he demanded we throw in the service contract for nothing. However, I came prepared with several variables the customer would find interesting. By having these variables at the ready, I negotiated a product package that increased the customer's value without sacrificing profit. It was a win-win."
Answer Example
"Over the years, I have gained significant experience in negotiating deals. Early on in my career, I paid attention while others negotiated so I could learn. As I moved up the career ladder, I gradually took the reins and started negotiating deals myself, of course with the advice and guidance of my team and manager. In my last role, we had closed a large client who had many users on our platform. When it came to signing the contract, at the last minute they demanded an extra 20 users for the same price. We didn't want to lose the client or the deal, yet this was a lot of money on the table, so I came back with an offer of 20 more users for the price of 10. The client accepted that proposal as they had received a discount, but the company also benefited with several thousand dollars more in revenue. It was a win-win situation."