Animal Rescue
Connor Viar
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 federal agencies 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
11
11
years of professional experience
Work History
Senior Federal Account Manager
DomainTools
02.2024 - Current
- Managed a portfolio of key federal accounts, ensuring timely delivery of services and contract renewals.
- Ensured compliance with all government regulations pertaining to contracting, security clearances, pricing structures, and reporting requirements.
- Presented product demonstrations to potential clients, showcasing the benefits of our offerings for their specific agency requirements.
- Attended industry conferences and events to network with key stakeholders, gaining valuable insights into emerging trends and opportunities in the federal market.
- Developed strategic partnerships within the federal space, enhancing company visibility and credibility in the market.
Director of Customer Success
Bolster
02.2022 - 02.2024
- Established Customer Success team within company’s infrastructure
- Responsible for 17 million in business between 40 accounts ranging from Mid Market to enterprise
- Increased net revenue retention from 87% in Q1 and Q2 2022 to 98% in Q1 and Q2 2023
- Identified root causes of customer churn by analyzing account data, implementing strategies to address specific pain points and win back lost business.
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Senior Customer Success Lead
SYNACK
02.2021 - 02.2022
- Responsible for managing Federal accounts with ACV of over 1 million
- Grew 3.5 million dollar contract into 9 million dollar renewal
- 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.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
Account Manager/Customer Success
Tevora
08.2019 - 02.2021
- Manage partner network to continue building partnerships and revenue within existing Federal and Commerical accounts
- Responsible for GP quota of $600,000 (1.8million revenue) within existing accounts
- Achieved President's Club
- 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 Federal 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 large federal agencies 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
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, VASkills
- Customer Success
- Proposal Development
- Federal Procurement
- Relationship Building
- Risk Mitigation
- Project management
- Strategic account development
- Coaching and mentoring
- Business development and planning
- Solution selling
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Career advancementCompany CultureWork from home optionInterests
Combat Sports
Podcasts and Audiobooks
Artificial Intelligence
National Cyber Security
Timeline
Senior Federal Account Manager
DomainTools
02.2024 - Current
Director of Customer Success
Bolster
02.2022 - 02.2024
Senior Customer Success Lead
SYNACK
02.2021 - 02.2022
Account Manager/Customer Success
Tevora
08.2019 - 02.2021
Regional Account Manager (Team Lead)
Juniper Networks
01.2017 - 08.2019
Account Manager
Juniper Networks
07.2014 - 01.2017
Inside Sales Representative
Innovative Interfaces
06.2013 - 06.2014
Bachelor of Science - Business Administration and Management
Virginia Commonwealth University
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