Andrew Penchuk Email & Phone Number

Cary, Nc, Us

Raleigh, 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

Los Angeles, California, Us

* Building and implementing a channel strategy for J2 Global's iContact division

Durham, 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)

Morrisville, 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

Morrisville, 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

Houston, 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

Morrisville, 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

Morrisville, 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

Morrisville, 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

Morrisville, 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

Houston, Texas, Us

* Managed marketing launch of three Voice over IP (VoIP) software products

* 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

* 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

Miami, Florida, Us

Ran the youth program for ages 3-17 on five separate cruise ships while traveling throughout the Caribbean, Alaska, Hawaii and the Panama Canal.

Mba, Marketing, Entrepreneurship

Ba, Political Economy