Customer Service Success

Christian Suarez

Boca Raton, FL - 561-***-**** - ****************@*******.***

www.linkedin.com/in/christianmsuarez

Professional Summary

Customer Success and Account Management leader with 20+ years of experience driving client retention, cybersecurity compliance, and recurring revenue growth in fast-paced tech environments. Expert in orchestrating strategic roadmaps, strengthening executive relationships, and translating complex technical challenges into actionable success plans. Adept at guiding cross-functional teams, improving customer cybersecurity posture, and unlocking new revenue streams through upsell, cross-sell, and technical enablement.

Work Experience

iPower Technologies Customer Success Manager Boca Raton, FL Dec 2024 – February 2024

Designed and delivered Executive-level QBR templates focused on strategic value, ROI metrics, and upsell alignment

Spearheaded client security software upgrades, resulting in new service adoption and revenue growth

Managed MSP lifecycle services and Microsoft licensing renewals, securing long-term client engagement

Automated change request processes via Microsoft Forms, improving operational efficiency

Conversant Group Inside Sales Team Lead, Strategic Account Manager, Technical Relationship Manager Chattanooga, TN (Remote) Jan 2022 - Nov 2024

Led inside sales efforts to over $6M revenue in first half of 2024 through strategic sales planning

Initiated and standardized 6-month renewal cadence to optimize upsell/cross-sell outcomes

Authored process guides for sales and service operations, enhancing internal workflows

Acted as vCIO for strategic clients, aligning cybersecurity improvements with insurance requirements

Citrix Systems Technical Marketing Engineer, Escalation Engineer, Technical Relationship Manager Ft. Lauderdale, FL Jan 2000 – Aug 2015, May 2018 – Sept 2021

Delivered immersive Citrix demos to executive stakeholders, both in-person and via OBS

Architected and maintained Citrix lab environments for live demonstrations and client POCs

Won President’s Club nomination by securing a $1.5M Support and Services deal

Resolved CritSit issues for global client, enhancing satisfactions and product advocacy

Core Competencies

Strategic Leadership

Cybersecurity Compliance

Customer Success Management

Technical Project Delivery

IT Infrastructure Optimization

Sales and Upsell Strategy

Account Retention

Microsoft Licensing

Executive Briefings & QBRs

Process Automation

Cross-Functional Team Enablement

vCIO and Technical Guidance

Education

Florida Atlantic University Bachelors of Science, Computer Science Boca Raton, FL

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