Summary
Overview
Work History
Education
Skills
Websites
Professional Highlights
Certification
Timeline
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SAMANTHA SCHWARZ

New York

Summary

Driven by a passion for enhancing customer experience, I leveraged Freshdesk and strategic leadership at Ellevate Network to drive significant program improvements, achieving a 35% revenue increase. My expertise in integrating technology and fostering team collaboration has consistently delivered impactful results across various roles.

Overview

12
12
years of professional experience
1
1
Certification

Work History

CUSTOMER EXPERIENCE, STRATEGY LEAD

ELLEVATE NETWORK
06.2023 - 01.2025
  • Expanded Voice of Customer (VOC) program, integrating customer feedback to drive 20%+ increases in in-person events YoY.
  • Developed and launched a facilitator certification program for Ellevate's most profitable virtual leadership program, retaining 95% of facilitators, reducing attrition from 20% to 3%, and increasing revenue by 35%.
  • Launched a free trial option for membership subscriptions, increasing.
  • Partnered with sales and marketing teams to enhance client pitch decks, leveraging client testimonials and case studies to reduce the time to close new B2B revenue.

CUSTOMER ONBOARDING, TEAM MANAGER

ELLEVATE NETWORK
01.2020 - 06.2023
  • Guided a team of five in launching virtual programming for C-suite executives, resulting in a 30% increase in recurring revenue within 12 months.
  • Designed and implemented a C-suite leadership development program, improving customer renewal rates by 40% through user research and feedback loops.
  • Transitioned in-person onboarding to a virtual model, incorporating live and on-demand content, leading to a 490% increase in new user activation.
  • Co-launched a virtual mentoring program during COVID-19, securing over 300 customer referrals, and increasing brand exposure by 85%.

SENIOR PROGRAM MANAGER, CUSTOMER EXPERIENCE

ELLEVATE NETWORK
03.2018 - 01.2020
  • Launched the first Voice of Customer (VOC) program, embedding NPS and CSAT surveys, and increasing monthly engagement by 50%.
  • Migrated customer support systems to FreshDesk CRM, streamlining operations, and achieving a 95% CSAT through improved agent training and workflows.
  • Partnered with engineering to develop automation tools for the Squads leadership program, boosting NPS by 350% in 18 months.
  • Established an on-demand knowledge repository, reducing customer support inquiry volumes, and enhancing self-service options.

PRE-SALES MANAGER

CROSSKNOWLEDGE
05.2016 - 03.2018
  • Promoted from Client Success Manager to Pre-Sales Manager in 2017. Directed the pre-sales function and SaaS platform implementations for enterprise clients.
  • Onboarded major clients, including 3M and Mastercard, securing $800K in new business, and contributing to 10% of U.S. revenue.
  • Developed a content repository, reducing RFP response time by 50%, and freeing up resources to focus on high-value client interactions.
  • Collaborated with sales and product teams to deliver custom platform demos, contributing to a 20% increase in sales conversions.

MENTORING PROGRAM MANAGER

AMERICAN CORPORATE PARTNERS
05.2013 - 05.2016
  • Managed 120+ mentor-mentee pairs, conducting bi-weekly check-ins to ensure program success.
  • Increased the mentor pipeline by 30% over three years by fostering relationships with Fortune 500 companies, including Caterpillar and Wells Fargo.
  • Developed program enhancements based on participant feedback, reducing attrition rates by 30%.
  • Created an on-demand learning resources center, increasing program completion rates by 85%.

Education

BACHELOR OF ARTS - ENGLISH W/ FILM CONCENTRATION

LAFAYETTE COLLEGE

Skills

  • Airtable
  • Clickup
  • Freshdesk
  • HTML
  • Magento BI
  • Notion
  • NPS
  • Sendgrid
  • Slack
  • SQL
  • Smartsheets
  • Trello
  • Zoho

Professional Highlights

  • Implemented a facilitator certification program that reduced attrition rates from 20% to 3%, enhancing program consistency and engagement among participants.
  • Expanded the Voice of Customer program, integrating feedback into product enhancements and improving event attendance by 25%, aligning company offerings with customer needs.
  • Led the virtual onboarding transformation for enterprise clients, increasing satisfaction by 30% and boosting contract renewals by 25%, particularly for major accounts such as IBM and Accenture.

Certification

  • Google Data Analytics (In Progress)

Timeline

CUSTOMER EXPERIENCE, STRATEGY LEAD

ELLEVATE NETWORK
06.2023 - 01.2025

CUSTOMER ONBOARDING, TEAM MANAGER

ELLEVATE NETWORK
01.2020 - 06.2023

SENIOR PROGRAM MANAGER, CUSTOMER EXPERIENCE

ELLEVATE NETWORK
03.2018 - 01.2020

PRE-SALES MANAGER

CROSSKNOWLEDGE
05.2016 - 03.2018

MENTORING PROGRAM MANAGER

AMERICAN CORPORATE PARTNERS
05.2013 - 05.2016

BACHELOR OF ARTS - ENGLISH W/ FILM CONCENTRATION

LAFAYETTE COLLEGE

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