Andrea Schwartz Email & Phone Number

Ann Arbor, Mi, Us

Bellevue, Washington, Us

Leader of Nintex’s Customer Lifecycle Programs team. Managing Customer Central, Community, Digital CSM and Customer Health Analytics, to grow the customer experience and increase product adoption and retention. Helping efficiently scale Nintex’s customer success program.Nintex acquired AssureSign on June 2, 2021.

Atlanta, Georgia, Us

• Led the Customer Success organization comprised of the CSM, Account Management, Professional Services, Onboarding and Technical Support teams.• Established a retention optimization strategy focused on building long-term relationships and increasing product utilization. • Increased Gross Retention Rate (GRR) to 97% with a 7-year Customer Longevity average. • Introduced the land & expand sales motion within the Customer Success team. Resulting a product expansion upsell revenue increase of 145% year-over-year.• Founded the Customer Health Index (CHI) metric to determine healthy and at-risk customers that proactively and consistently managed long term success across the organization and provided visibility.• Implemented process automation, Churn Zero to provide a holistic view of customers journeys.• Defined key performance indicators (KPIs), set realistic, functional, and stretch targets to meet organization goals. • Established a strategic onboarding process based on ARR targets, focusing on increased product adoption within the first 30, 60 and 90 days.

Altamonte Springs, Fl, Us

AssureSign acquired 3PV - Third Party Verification on April 10, 2015• Bestowed full authority and direct control over decisions about managing staff, budgeting, cost approval, changes in the workflow process, and spearheading client relations while leading a team of three associates.• Provided expertise supporting the development of new products and business development opportunities.• Proactively identified trends and issues while managing key performance indicators (KPIs). • Retained a strong focus on staff development through providing internal training opportunities to ensure career goals were aligned and prioritized.

• Executed the DMAIC (Define, Measure, Analyze, Improve, and Control) methodology to design and deploy a new product bundled price offering with a forecasted revenue lift of $500,000 annually and a 60-month run rate. • Established customer success and project management initiatives involving diverse industry areas, including consumer risk, operations, online services, and product lifecycle development. • Supervised the Account Management Project and Onboarding of Technical Support teams to support an outstanding customer experience. • Engineered the execution and launching of the corporate’s website, marketing collateral design, and composition for the Corporate Re-branding Campaign. • Developed quarterly promotional marketing campaigns designed to increase client product utilization while managing the Customer Advisory Board. • Delivered thoughtful leadership and best practices regarding start-up strategies and business transformation internally and externally.

Milwaukee, Wisconsin, Us

• Directed up to 15 project team members while shaping project forecasts and projections needed to support associated costs to ensure contractual budgets were preserved.• Oversaw an average budget of $50,000-$250,000. • Preformed Beta testing for new product releases for over 50 clients.• Functioned as lead Project Manager for 2006 New Installation completing 155 projects with a 100% on-time rating. • Directed New Product implementation project involving additional services for existing clients and new installations of the core data processing software, Spectrum.• Facilitated training sessions highlighting new products for clients via Web-Ex and classroom settings.• Delivered on-the-job training of new products and services to internal Lines of Business partners.• Communicated issues and progress to executive management utilizing interactive presentations.

Charlotte, Nc, Us

• Worked within the Consumer Risks Operation Group (CROG) as an Operations Analyst for legal action brought against the organization.• Oversaw 50 direct reports as an Operations Analyst | Project Lead – Bank Officer (Bank of America). • Spearheaded Class Action Lawsuit project team by addressing operational issues, which resulted in a $25 Million savings in liabilities.