Connor Viar
Client Success Expert
Washington,DC
Summary
Charismatic senior Customer Success Manager with 9+ years of experience leading consultative sales and customer success initiatives around SaaS and service at diverse corporations with over 3 years being in leadership. Reliable relationship and partnership builder committed to bringing highest quality products to prospective clients. Authorized to work in the US for any employer
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Director of Customer Success
Bolster
San Francisco, CA
02.2022 - Current
- Established Customer Success team within company’s infrastructure
- Hiring and training of new customer success managers
- Responsible for 15 million in business between 40 accounts ranging from Mid Market to enterprise
- Increased revenue retention from 90% in Q1 and Q2 2021 to 110% in Q1 and Q2 2022
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Senior Customer Success Lead
SYNACK
Redwood City, CA
05.2021 - 02.2022
- Responsible for managing Fortune 100 accounts with ACV of over 1 million
- Grew 3.5 million dollar contract into 9 million dollar renewal
- Acted as a consultant/ liaison to both company and client to ensure both parties could obtain mutual growth and benefit from relationship
- Managed day to day completion of dozens of projects at a time
- Building CS work flow while managing and training new CS Managers
- Developed standard operating procedures and internal processes related to CS program.
- Created new surveys to be completed by customers monthly or quarterly.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
Account Manager/Customer Success
Tevora
Irvine, CA
10.2019 - 05.2021
- Manage partner network to continue building partnerships and revenue within existing accounts
- Responsible for GP quota of $600,000 (1.8million revenue) within existing accounts
- Consult with c-level executives around their cyber security infrastructure to discover service and SaaS opportunities
- Further securing high-value accounts and contracts through consultative selling, effective customer solutions, cross selling and promoting compelling solutions
- KPI's include logo retention, portfolio growth, NPS, ARR retention
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Developed and implemented strategies to increase client retention.
Regional Account Manager (Team Lead)
Juniper Networks
01.2017 - 08.2019
- Achieved quota in 2018 at 107% (2.1 Million)
- Confer with existing Enterprise clients regarding hardware, SaaS, and cyber security needs and advise customers on company offerings
- Managed team of 8 Account Managers and their respective quotas
- Build lasting relationships with key, C-level decision makers in enterprises (5000+ employees)
- Deliver on team quota (20 million annually) and on individual quota (1.9 million annually)
- Conduct QBR's with key accounts regularly and achieved high NPS by routinely re-assessing needs and resolving conflict to manage renewals, onboarding, upselling, and cross selling
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Developed and delivered presentations to key customers to position products and services.
Account Manager
Juniper Networks
07.2014 - 01.2017
- Research and identify hardware and SaaS needs for current clients
- Document account activities, generate reports, and keep records of business transactions with customers and leads via Salesforce
- Hold QBR's with accounts to ensure renewal and search for upsell/ cross sell
- Deliver on quarterly and annual quotas (1.3 million annually, achieved every year).
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Developed and implemented strategies to increase client retention.
- Educated clients on new products or services to increase customer engagement with services
Inside Sales Representative
Innovative Interfaces
Richmond, VA
06.2013 - 06.2014
- Responsible for identifying and maximizing opportunities to build and strengthen relationships within territory
- Responsible for overall book of business (revenue) in assigned geography, including management of renewals
- Visited customer locations to evaluate requirements, demonstrate offerings and propose strategic solutions for diverse needs.
Education
Bachelor of Science - Business Administration and Management
Virginia Commonwealth University
Richmond, VA 06.2013 - 05.2016
Skills
Customer SuccessSalesforceRisk MitigationProject management (6 years)
Strategic account development
Coaching and mentoring
Business development and planning
Solution selling
Timeline
Director of Customer Success
Bolster
02.2022 - Current
Senior Customer Success Lead
SYNACK
05.2021 - 02.2022
Account Manager/Customer Success
Tevora
10.2019 - 05.2021
Regional Account Manager (Team Lead)
Juniper Networks
01.2017 - 08.2019
Account Manager
Juniper Networks
07.2014 - 01.2017
Bachelor of Science - Business Administration and Management
Virginia Commonwealth University
06.2013 - 05.2016
Inside Sales Representative
Innovative Interfaces
06.2013 - 06.2014