Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bryan Kontra

Milford

Summary

Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Hardworking and reliable with excellent attention to detail to manage processes and expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities.

Overview

17
17
years of professional experience

Work History

Senior Strategic Customer Success Manager

Alchemer
03.2021 - Current
  • Directly manage 25 client accounts with a combined ARR of $3 million.
  • Regularly reaching 87% GRR target and 105% NRR target.
  • Working with Global 1000 clients to roll out their Customer Experience initiatives across multiple functions.
  • Helping clients quantify the value and ROI they receive from their acquisition of Alchemer.

Senior Customer Success Manager

AcctTwo Shared Services
12.2019 - 03.2021
  • Directly managed on average 30 client accounts with a combined ARR of $1.5 million.
  • Exceeded gross and net retention target every month of Q4 2019, Q1, Q2, Q3 2020.
  • Averaging $225,000 expansion sales revenue per quarter.
  • Working with ADP and Sage Intacct key partners to grow upsell and expansion opportunities across AcctTwo’s customer base. Placed ADP with 25% of managed accounts – with an average ASP of $150,000.

Manager, Corporate Customer Success

BetterCloud
New York
03.2019 - 08.2019
  • Directed four Customer Success Managers managing a portfolio of 1,300 customers with a combined ARR of $6 million.
  • Achieved 101% net retention target on a $1.5 million Q2 quota.
  • Created and implemented segmented approach to prioritizing high value activities across the BetterCloud Corporate book of accounts.
  • Increased adoption of key BetterCloud functionality from 63% to 74% among accounts in the Mid-Market segment in Q2.

Customer Success and Support

Amenity Analytics
New York
05.2018 - 03.2019
  • Lead Customer Success, and Customer Support to deliver service excellence and consultative support for industry leading Natural Language Processing Artificial Intelligence product offerings.
  • Managed entire Enterprise portfolio of 10 accounts totaling $6 million ARR.
  • Discovered upsell opportunities and resolved business obstacles leading to an additional $1.5 million in pipeline and $450,000 in upsell ACV.
  • Maintained active customer conversations through regular and consistent Executive and Quarterly Business Reviews and weekly on-site user review engagements, demonstrating market knowledge and relationship management expertise.
  • Prepared and presented performance reports and market insights to partners to further support growth opportunities and recommendations to Amenity Leadership Team.

Manager, Customer Success

Neopost USA
Milford
08.2011 - 03.2018
  • Promoted to Manage Customer Success and CS Operations to expand recurring revenue growth efforts and automate complex order, fulfillment, vendor management, and renewal processes.
  • Drove Customer Success programs resulting in recurring revenue growth of 16% in 2015 over prior year, 41% in 2016 over prior year, and 31% in 2017 over prior year.
  • Built and managed an Operations team responsible for Order Fulfillment and Post-Sales Support for Software division with annual revenues exceeding $45 million.
  • Lead system automation projects responsible for reducing order fulfillment SLAs from 3 days to 24 hours and fulfillment errors from 20% to less than 1%.
  • Lead system automation projects responsible for contract and subscription renewal processes resulting in a reduction of billing errors from 15% to less than 2% and improving customer retention rates 72% to 84% across the entire portfolio.
  • Managed monthly, quarterly, and annual recurring revenue forecasts.

Senior SaaS Analyst

Neopost USA
Milford
11.2012 - 10.2014
  • Lead Phase One implementation of Apttus Configure, Price, Quote application integrated to Salesforce.com. Project resulted in 25% to 40% fewer order errors, decreasing software delivery time to customers by up to 5 days.
  • Increased gross margin on software support contracts from 23% to 50% by identifying and correcting a system billing issue.
  • Expanded Customer Success program, establishing on-boarding and quarterly review process for 40 clients using cloud logistics and document management solutions. This process resulted in a 100% customer retention rate in 2014 and created several upsell opportunities adding additional recurring revenue.
  • Awarded Communication & Shipping Division Most Valuable Performance in 2014 by peers.

SaaS Services Analyst

Neopost USA
Milford
11.2012 - 10.2014
  • Scaled SalesForce.com processes from opportunity management to pre-sales management and project management. Combined sales processes with pre- and post-sales processes allowing software division (10 million annually) to manage their business end to end in SalesForce.com.
  • Lead the SalesForce.com implementation across newly formed Communication & Shipping division
  • Built and lead pilot Customer Success program for managing renewals, inside sales, and customer happiness for new Neopost USA cloud-based technology under the Communication & Shipping division.

Sales Support

Neopost USA
Milford
08.2011 - 11.2012
  • Managed inside account support using Siebel CRM for Branch sales channel. Covering 12 branch offices generating approximately 100 million annually. Primary contact for branch sales staff for CRM account management, pre-sales, and order processes.
  • Streamlined monthly reporting packages that contributed to the National and International Sales Operations Reviews. This reduced the reporting cycle from 7 days to 2 days.
  • Managed the rollout and implementation of pilot SalesForce.com program. Built SalesForce.com reporting and dashboards structure, reducing the need for manual reporting and providing sales leadership on-demand forecasting and closed business reporting.

Asset Manager

Owen REO LLC
Stratford
06.2009 - 08.2011
  • Responsible for an average of $2.7MM in monthly asset sales, which represented approximately 50% of clients’ monthly portfolio.
  • Ranked best outsourcer by client for over 8 months in 2010 and 2 months in 2011, through February and April. This ranking was based on sales performance, sales price to list price, days on market, and aged inventory. Team surpassed clients’ expectations in these categories every month.
  • Managed a portfolio of between 115 and 150 assets monthly.
  • Maintained or exceeded a sales ratio of 20% of total marketable assets monthly.
  • Managed daily function of assets from origination to sale. Also, responsible for managing asset during pre-marketing and closing stage in addition to other typical asset manager responsibilities.

Outsourcing Department & Pre-Marketing Department

Owen REO LLC
Stratford
03.2009 - 06.2009
  • Responsible for sourcing 150 properties a day on average, department average was 125 per day.
  • Handled eviction coordination, property preservation, and prepared real estate valuations for a portfolio of 250 assets.
  • Facilitated all real estate valuations and performed quality control to client specifications.

Head Accountant for Fannie Mae Account

Owen REO LLC
Stratford
10.2008 - 03.2009
  • Reported directly to CFO on all major responsibilities.
  • Designed and implemented accounting practices and procedures for the largest corporate client.
  • Maintained proper controls and systems, effectively managing over 500 closed properties a month.
  • Managed accounts payable, accounts receivable, and billing departments.
  • Maintained and built strong internal and external client relationships while assisting and advising in financial decisions and choices.

Accounting Staff Member

Owen REO LLC
Stratford
06.2008 - 10.2008
  • Prepared reports, budgets, invoices, checks, and bank reconciliations.
  • Reduced credit period from 60 days to less than 30 days.
  • Prepared company accounts and tax returns for audit.

Education

Masters - Business Administration, Leadership

Franklin Pierce University
01.2020

Bachelor of Science - Business Administration with a Concentration in Finance

University of Richmond, Robins School of Business
01.2008

Skills

  • Salesforcecom and SF Marketing Cloud
  • Gainsight
  • ChurnZero
  • Apttus CPQ
  • Zuora
  • Zendesk
  • Pardot
  • Sage Intacct
  • Familiar with SQL, JS, HTML, CSS, APIs
  • Customer experience
  • Customer retention
  • Account management
  • Relationship building

Timeline

Senior Strategic Customer Success Manager

Alchemer
03.2021 - Current

Senior Customer Success Manager

AcctTwo Shared Services
12.2019 - 03.2021

Manager, Corporate Customer Success

BetterCloud
03.2019 - 08.2019

Customer Success and Support

Amenity Analytics
05.2018 - 03.2019

Senior SaaS Analyst

Neopost USA
11.2012 - 10.2014

SaaS Services Analyst

Neopost USA
11.2012 - 10.2014

Manager, Customer Success

Neopost USA
08.2011 - 03.2018

Sales Support

Neopost USA
08.2011 - 11.2012

Asset Manager

Owen REO LLC
06.2009 - 08.2011

Outsourcing Department & Pre-Marketing Department

Owen REO LLC
03.2009 - 06.2009

Head Accountant for Fannie Mae Account

Owen REO LLC
10.2008 - 03.2009

Accounting Staff Member

Owen REO LLC
06.2008 - 10.2008

Masters - Business Administration, Leadership

Franklin Pierce University

Bachelor of Science - Business Administration with a Concentration in Finance

University of Richmond, Robins School of Business

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