Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Samantha Schwarz

Product Leader
New York,NY

Summary

Customer-centric product leader with 10 years of experience across product, marketing, and customer success. Creative team leader that coaches direct reports to develop user friendly products that delight customers.

Overview

4
4
years of post-secondary education
8
8
years of professional experience

Work History

Product Lead

Ellevate
New York, New York
01.2020 - Current
  • Partnered with senior HR leaders at Fortune 1000 companies to onboard them into Ellevate Squads, resulting in 5 new partnerships and $500k cumulative revenue from corporate partnerships
  • Created go-to-market positioning for career training products, resulting in 33% increase in customer registrations YoY to live training events.
  • Spearheaded initiative to migrate customer care operations to Freshdesk; developed protocols, SLAs, and workflows to efficiently resolve 1,000 tickets/quarter and consistently maintain 90%+ CSAT
  • Oversee strategy, operations, and customer engagement for Ellevate Squads program, increasing customer renewal rates by 15%

Product Manager

Ellevate Network
New York, New York
03.2018 - 12.2019
  • Established growth and operations strategy for Ellevate Squads, implementing automations within administrative interface; reduced time to launch seasonal cohorts (1000+ participants) from 8 weeks to 6 weeks
  • Implemented lifecycle emails to onboard new customers and increase engagement 25% and increase new customer revenue by 40%
  • Spearheaded initiative to implement methods to collect customer feedback and insights; this implemented consisted of Net Promoter Score surveys, program experience surveys, customer interviews, and usability studies

Bid Manager

CrossKnowledge
Hoboken, New Jersey
01.2017 - 03.2018
  • Led US Pre-sales team initiative to reduce time spent on RFPs; developed content repository to streamline content production
  • Partnered with CMO of John Wiley & Sons to deploy a digital learning program on Innovation; program resulted in 90% engagement from 300 participants and aided in the identification of two proposals to generate $100 million
  • Led onboarding and training workshops for top revenue generating clients, including Mastercard, Wiley, and Equinix; provided customer support outside of business hours to ensure clients renewed contracts

Client Onboarding Manager

CrossKnowledge
Hoboken, New Jersey
05.2016 - 12.2016
  • Managed technical implementations and integrations of the Crossknowledge Learning Suite (100% SaaS product) for Mastercard, Dollar Bank, and John Wiley & Sons.
  • Designed onboarding workshops to train new clients on using Crossknowledge Learning Suite (100% SaaS; focused on blended learning programs for new managers
  • Developed user guides and training workshops to empower clients with using design capabilities and technical features within Crossknowledge Learning Suite.

Community Manager

American Corporate Partners, ACP
New York, New York
05.2013 - 04.2016
  • Developed marketing campaigns for ACP AdvisorNet, resulting in 95% increase in website visits and recruitment of 5,000+ career coaches from Fortune 1000 companies
  • Spearheaded project management operations for re-designing ACP AdvisorNet, clearly communicating milestones and dependencies to CEO
  • Launched and developed employee onboarding, supporting company initiative to reduce turnover 25%

Education

Bachelor of Arts - English (Film Studies

Lafayette College
Easton, PA
08.2008 - 05.2012

Skills

Product development

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Timeline

Product Lead

Ellevate
01.2020 - Current

Product Manager

Ellevate Network
03.2018 - 12.2019

Bid Manager

CrossKnowledge
01.2017 - 03.2018

Client Onboarding Manager

CrossKnowledge
05.2016 - 12.2016

Community Manager

American Corporate Partners, ACP
05.2013 - 04.2016

Bachelor of Arts - English (Film Studies

Lafayette College
08.2008 - 05.2012

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Samantha SchwarzProduct Leader