Alexander L. Hawkins
Washington,DC
Summary
Results-driven professional with a proven track record of success in Customer Success. A customer-focused individual excelling in fast-paced business environments, leveraging expertise in client relationship management and revenue retention. With a 15-year career, consistently delivering exceptional outcomes, ensuring client satisfaction and driving organizational growth.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
Rise Vision Digital Signage
10.2023 - Current
- Currently managing a book of over 1,000 clients
- Clients ranging in size from $100 a month to several thousand a month and across a variety of organization types such as hospitals, universities, K-12 school districts, and multinational corporations
- My territory includes all states west of the Mississippi river and all international clients
- Total revenue under management 2.85 million ARR
- My responsibilities included but are not limited to onboarding, 1 to 1 training of administrators and users when needed, producing client specific material for training, churn mitigation, and negotiating renewals
- I also help manage an inbox with one other Customer Success Manager for all incoming @help inquiries
- My primary KPI GRR, is measured quarterly
- With the last two quarters being at or above 92%
- I also work alongside multiple Account Executives for potential upsell opportunities
Customer Success Manager
ClearPoint Strategy
08.2022 - 09.2023
- Manage the relationships and expectations of 46 individual client organizations ranging from large municipalities to banks, healthcare companies, utilities, and universities often working within the C-suite level to ensure adoption of the software
- With a portfolio size of $1.1 million in ARR, responsibilities included producing renewals, upsells, and any additional ARR to the overall contract
- Once clients were onboarded I ensured that training in the software was provided; this entailed connecting clients with training resources, face to face training, as well as producing guided material specific to the client
- I also work closely with the designated administrators to encourage use of the software as well as expand usage to other parts of the client organization
- With Strategy Management being a main function of the software, I consult with clients to achieve their strategy management goals
- This includes strategy refreshes, new reporting requirements, onboarding additional departments to a reporting cadence, and improving transparency with constituents
Customer Success Associate
Curri Inc
08.2021 - 06.2022
- As the customer success associate for the Mid-Atlantic, it is my responsibility to be the point person for all customer relations out of VA, MD, DE, WV and DC
- Communicating efficiently and proactively across departments to ensure operational continuity and customer satisfaction
- Onboarding clients to the platform through demonstrations within my region of the Mid-Atlantic via Google meets and MS teams
- Also making them aware of the totality of our service offerings and the flexibility of it's use
- I was the main arbiter of growth for my region, helping to achieve a YoY increase of nearly 500% (1.7K - 80~K Feb21/Feb22)
- Being one of the most senior members of the team it is also my responsibility to help train new members on various aspects of the role
- From differing app usage and functions, to daily routines and best practices
Account Manager
Fetch Package Inc
02.2020 - 02.2021
- Onboarded new clients to our service by training onsite property management and staff
- Assisting onsite staff in communicating new service to their community residents and facilitating backend logistics for smooth deployment of services
- Tracked client health through Salesforce by monitoring touchpoints, service complaints by their residents, our on-time rate, lost package rate, and other customer data
- Worked collaboratively in team environments as a lead within the Washington D.C
- Team as well as serving as liaison between D.C., regional, and corporate management
DPL (Driver Partner Lead)
Via
01.2019 - 02.2020
- Created and developed relationships with new driver partners
- Captured data to produce feedback to senior teams on operations, marketing, and analysis to improve processes and encourage growth
- Supported Via driver partners, providing dispute resolution, onboarding, and effective driver partner communications to ensure longevity and mitigate attrition
- Provided training to ensure driver compliance with DC and VA laws and regulations, promoting and increasing driver and customer safety
Client Success Manager
Allied Telecom LLC
12.2017 - 10.2018
- Worked closely with VP of Client Success to manage internal stakeholder, partner, and client cases regarding changes to their accounts, new equipment, new services, up/downgrading of services, and account termination protection
- Partnered with the Service Delivery team to provide a smooth installation process for clients, ensuring UCaaS products were sold, ordered, and delivered to site as per sales agreements
Client Success Manager
Angie's List
06.2015 - 11.2016
- Managed business relationships with advertisers on Angie's List, receiving communications and processing input to strengthen client relations Managed a book of business, building relationships with a consultative customer focused approach
- Used data driven solutions to grow current clients and retain distressed relationships
- This included active listening, translating it into positive action on behalf of the client
- Actively utilized Salesforce, retaining 755k in advertising contracts on an annual basis
Account Manager
Bisco Industries
06.2014 - 06.2015
- Was responsible for sourcing clients hardware component needs by optimizing their supply chain, negotiating pricing structure, and mid-fulfillment adjustments
- Traveled throughout assigned territory (Indiana), cultivating new leads and visiting potential clients
- Served as ambassador for Bisco Industries familiarizing clients with products and services provided
- Over 75% of clients under my supervision grew their business with Bisco Industries by an average of 42% (in some cases over 67%) helping to meet companies' expansion goals of 28% by end of 2015
Senior Sales Executive
Marcus Evans Australia
05.2010 - 05.2013
- Served as B2B sales and account manager for those sales
- Sold specifically to the main decision makers within targeted companies executives suite, optimizing CEO's, COO's, CFO's etc
- Experience within the conference
- Networked and connected delegates and sponsors at marquis conferencing events, resigning sponsorship agreements onsight and facilitating delegate participation for mutually beneficial outcomes
Education
B.A. - International Business
IUPUI
Indianapolis, IN05.2008
Skills
- Salesforce
- Hubspot
- SendHub
- AirTable
- Slack
- Tableau
- MS Office
- MS Teams
- Planhat
Timeline
Customer Success Manager
Rise Vision Digital Signage
10.2023 - Current
Customer Success Manager
ClearPoint Strategy
08.2022 - 09.2023
Customer Success Associate
Curri Inc
08.2021 - 06.2022
Account Manager
Fetch Package Inc
02.2020 - 02.2021
DPL (Driver Partner Lead)
Via
01.2019 - 02.2020
Client Success Manager
Allied Telecom LLC
12.2017 - 10.2018
Client Success Manager
Angie's List
06.2015 - 11.2016
Account Manager
Bisco Industries
06.2014 - 06.2015
Senior Sales Executive
Marcus Evans Australia
05.2010 - 05.2013
B.A. - International Business
IUPUI
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