Andrew Penchuk Email and Phone Number
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Andrew Penchuk personal email
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Andrew Penchuk phone numbers
Customers, customers, customers. I love them. They’re why companies exist. They’re why you show up to work every day. They’re your partners, your decision-makers and your biggest challenges. Take care of them, they’ll take care of you.When I was a green 20-something not long out of business school, I became a product manager and I thought I was customer-centric. With everything I did, I tried to keep the customer in mind, but now I know I completely missed the boat because I assumed I understood their needs. Not until I was given the opportunity of a customer-facing role, in which I spoke to clients EVERY SINGLE DAY, did I learn what it meant to be customer-centric. That’s what taught me what customers wanted, what they needed and what was really important to them. Today, I pride myself with focusing on customer needs. That’s what makes me happy. It’s what I’m good at and what my teams inherit from me. If you’re looking for someone who “has engaged departments across organizations to build relationships and align priorities in order to meet customer expectations while delivering optimal results” (that’s what my last performance review said), I’m your guy. Let’s talk.I'm also an extremely mediocre beer league hockey player, if you need a sub.
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Vice President, Customer Success And ProductTatango Jan 2021 - PresentRaleigh, North Carolina, Us* Ensuring customers achieve an ROI through their SMS marketing programs* Increased NPS score from 40 in October 2021 to 66 in December 2022* Streamlined onboarding process and reduced time to implement by 52% from average of 23.6 days to 11.4 days* Active customers managed by CS Team increased 170% during tenure* Increased product feature releases YoY by 420% through better defined roadmap and focus on specific product themes* Achieved 98% revenue retention and 116% net revenue retention
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Consultant - Business DevelopmentJ2 Global Oct 2020 - Dec 2020Los Angeles, California, Us* Building and implementing a channel strategy for J2 Global's iContact division -
Vice President, Customer SuccessSpreedly Jan 2020 - Aug 2020Durham, Nc, Us* Responsible for retention and growth of all customers (enterprise and SMB)* Manage team of Customer Success Managers and Implementation Specialist* Changed NPS survey methodology and practice resulting in 200% increase of response rates to 5.06% while capturing 24% of overall customer base (including 56% of enterprise customers). Survey resulted in dozens of new customer interactions from product organization* Maintained 2% monthly churn rate on SMB accounts* Achieved 96% renewal rate of enterprise accounts (only churn was due to acquisition)* Increased enterprise contract renewal value by 4.7% (base was approximately $3.5 million) -
Vice President, Client SuccessNetsertive May 2017 - Oct 2019Morrisville, Nc, Us* Met or surpassed client retention goals 6 out of 7 years and have delivered retention rates “well above industry standards” according to Google representatives * Responsible for retention of 1,400 evergreen clients and 1,000+ promotional clients that comprise ~$32 million annual revenue * Improved digital marketing metrics across entire client base * Increased click-through rate from 2.73% in June 2013 to 8.31% in August 2018 * Reduced cost per conversion from $50.15 average in 2013 to $23.73 in 2019* Increased average NPS scores from 20.3 to 59.9 (195% improvement), with average NPS of 39; first 5 survey average = 33, last 5 survey average = 45 * Increased client upsells from from $321K ARR in 2014 to $4.27M in 2017; averaged >$3M in ARR upsells from 2017-2019* Implemented highly structured interview process to grow team from 29 employees to 82 and average 21% annual employee turnover rate -
Senior Director, Client SuccessNetsertive Jun 2013 - May 2017Morrisville, Nc, Us* Responsible for $25+ million in annual recurring revenue* More than doubled size of Client Success organization in under 4 years * Manage organization of 8 managers and 75+ individual contributors with two main teams: Account Management and Operations* Oversee onboarding, maintenance and proactive tuning of 1,200 full-time accounts and more than 1,000 promotional clients* Increased average monthly upgrades from <$3,000 to $35,000* Implemented bi-annual NPS survey to track/monitor client satisfaction, 45% increased average score of past 4 surveys over previous 4 surveys
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Director, Mid-Market Customer SuccessPros May 2012 - Jun 2013Houston, Texas, Us* Introduced two web-based products in new mid-market segment, a brand new segment for PROS* Collaborated with marketing and product management to develop marketing positioning, create marketing materials and public relations messaging * Worked directly with engineering to implement new features and influence product roadmap* Hosted and ran marketing webinars resulting in new clients* Implemented 10 new clients to a brand new quote configuration application available on Salesforce AppExchange* Implemented 5 new clients to cloud-based pricing application -
Director Of Account ManagementIcontact Nov 2009 - Mar 2012Morrisville, Nc, Us* Managed staff of 28 FTEs, spanning 3 different departments (Account Management, Salesforce Customer Success and Design Services) while overseeing all departmental hiring * Responsible for retention of 2,400+ managed accounts worth over $18 million annual revenue* Improved retention rate from 95.8% (quarter before my tenure) to 97.8% during 100% growth in number of accounts managed* Grew revenue 320% from $5.5 million in 2009 to $17.6 million in 2011* Successfully brought Agile principles into Account Management to achieve improved retention and increased feature adoption* Designed variable compensation plans to achieve desired behaviors* Changed department mission from primarily providing advanced technical support to delivering strategic email and social media marketing consulting services* Trained team on email marketing strategy through presentations, daily review sessions, constant learning -
Sr. Vp Of Implementation And Product ManagementReged (Division Of Fiserv Insurance Solutions) Oct 2007 - Jan 2009Morrisville, Nc, Us* Managed 3 separate departments with 19 total FTEs* Oversaw 600+ annual client program implementations** Post-implementation surveys showed over 99% of clients are “Satisified” or better* Reduced overall implementation times nearly 30%* Set overall product strategy for 9 client-facing products worth $18 million in annual revenue* Overhauled QA function to use automated test tools, metric tracking and improve overall throughput -
Senior Regional Vice PresidentReged (Division Of Fiserv Insurance Solutions) Jan 2006 - Sep 2007Morrisville, Nc, Us* Responsible for business relationship for 120+ clients worth over $5.5 million in annual revenue* Achieved over 98% contract renewal rate each of two years* Ensured high levels of client satisfaction leading to improved contract renewals rate and increased recurring revenue* Led team of 5 account managers
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Director Of Product ManagementReged (Division Of Fiserv Insurance Solutions) Aug 2003 - Dec 2005Morrisville, Nc, Us• Designed and managed applications supporting 500+ active clients totaling over $16 million in annual revenue• Developed new insurance license tracking product; implemented 14 clients in 18 months• Led team of 4 product managers
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Product Marketing ManagerNetiq Aug 2002 - Jan 2003Houston, Texas, Us* Managed marketing launch of three Voice over IP (VoIP) software products -
Product ManagerMirador Systems (Formerly Neobutler) Mar 2000 - Oct 2001* Led product development process for three separate web-based software product offerings from concept through alpha, beta stages to successful market release and customer distribution
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Product Marketing ManagerInterpath Communications 1999 - 2000* Developed and managed positioning and product marketing plans for messaging product portfolio* Led creation of advertising, direct mail, sales support tools and collateral for marketing campaigns
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Youth Staff Team LeadRoyal Caribbean Cruises Ltd. Nov 1993 - Dec 1996Miami, Florida, UsRan the youth program for ages 3-17 on five separate cruise ships while traveling throughout the Caribbean, Alaska, Hawaii and the Panama Canal.
Andrew Penchuk Skills
Andrew Penchuk Education Details
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Wake Forest University School Of BusinessEntrepreneurship -
Skidmore CollegePolitical Economy
Frequently Asked Questions about Andrew Penchuk
What company does Andrew Penchuk work for?
Andrew Penchuk works for Tatango
What is Andrew Penchuk's role at the current company?
Andrew Penchuk's current role is Vice President, Customer Success and Product at Tatango.
What is Andrew Penchuk's email address?
Andrew Penchuk's email address is an****@****huk.com
What is Andrew Penchuk's direct phone number?
Andrew Penchuk's direct phone number is +191945*****
What schools did Andrew Penchuk attend?
Andrew Penchuk attended Wake Forest University School Of Business, Skidmore College.
What skills is Andrew Penchuk known for?
Andrew Penchuk has skills like Product Management, Salesforce.com, Strategy, Email Marketing, Crm, Account Management, Leadership, Management, Product Marketing, Team Leadership, Team Building, Customer Service.
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