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
Market Positioning
Strategic planning
User training
Staff education and training
Websites
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