Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
BusinessDevelopmentManager
Russell Hawkins

Russell Hawkins

Director Of Client Success
Monroe,CT

Summary

Dynamic leader with a proven track record at Oracle, excelling in team building and strategic planning. Spearheaded a global Client Success organization, driving over $1.4 billion in revenue through effective client retention strategies. Adept at motivating teams and fostering relationships, ensuring alignment with business objectives for sustained growth.

Overview

13
13
years of professional experience

Work History

Director of Client Success

Oracle
06.2024 - Current
  • Hired and onboarded 30 Client Success Specialists and Managers to establish a Global Client Success organization for Oracle Health.
  • Developed and standardized a renewal process post-integration, establishing a cohesive renewal strategy for the business.
  • Executed over 26,000 renewals, generating more than $1.4 billion in global revenue.
  • Implement strategies to maximize client retention, renewal, and upsell opportunities.
  • Collaborate with cross-functional teams such as sales, product development, and marketing to align efforts and drive overall business success.
  • Cultivate relationships with key stakeholders and clients, understanding their needs and ensuring their success with the organization.
  • Continuously measure and optimize retention metrics, adapting strategies and tactics as the organization grows and evolves.

Senior Manager

Oracle
12.2019 - 06.2024
  • Managed and developed a global team of Client Success Specialists in several GIUs over several years (Construction and Engineering, Hospitality, and Food and Beverage).
  • Was trusted to bring growth verticals into the organization. By driving change, establishing accountability, and solidifying results across many business areas, my team grew its responsibility by 565%.
  • Established and promoted a dynamic workplace by encouraging accountability and creativity through coaching, conducting performance reviews, standardization, open communication, and transparency.
  • Coordinated with executive management to match sales goals with organizational objectives. As a result, the team had the opportunity to expand its revenue responsibilities beyond $100 Million (annually).

Client Success Specialist

Oracle
02.2016 - 12.2019
  • Surpassed year-over-year sales goals. Completed FY2018 at 127% and FY2019 at 134%. Earned the awards "Top Performer" in 2018 and "Top Contributor" in 2019.
  • Spearheaded change in the Stamford team to ensure we eliminated our past-due contracts and exceeded our sales goals. This was done by executing action plans, having formal and informal one-on-one meetings, working effectively with our internal teams, and encouraging accountability.
  • Lead the adoption of new systems and processes. Attended various executive meetings, which led to seismic changes in our business. This information was absorbed and strategically applied to our team.
  • Collaborated daily with team members to resolve system issues, train on new systems, consult on various products, and ensure individual goals were being met.

Account Manager

Staples Advantage
09.2013 - 02.2016
  • Exceeded sales quotas each year by actively prospecting for new business via cold calls, relationship building, and warm leads.
  • Oversaw contract negotiations, ensuring mutually beneficial terms were agreed upon between Staples and our clients.
  • Developed and implemented sales strategies to increase revenue.
  • Expanded client base through targeted prospecting and effective lead generation efforts.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.

Account Executive

Cayan
01.2012 - 09.2013
  • Searched through lead sources to create new business relationships in the hospitality and retail industries.
  • Reviewed processing statements and proposed quotes.
  • Managed the complete sales cycle, from cold calling to underwriting to ensuring the arrival of services.
  • Assisted in the underwriting process by obtaining proof of business and other identification needs.

Education

Bachelor of Science -

Gordon College
Wenham, MA
05.2001 -

Skills

Team building

Accomplishments

  • Launched and led new renewal organizations across multiple verticals post-acquisition, ensuring seamless integration and consistent customer experience during transition.
  • Cultivated leadership skills in previous representatives, resulting in multiple team members advancing to leadership positions and excelling through intentional coaching and career development conversations.
  • Developed several cohesive team environments that drove engagement, accountability, and results.

Interests

  • The Advantage - Patrick Lencioni
  • 5 dysfunctions of a team -Patrick Lencioni
  • Leadership and Self-Deceptions- Arbinger Institute
  • Extreme Discipline - Jocko Willink
  • Never Split the Difference - Chris Voss
  • The Way of the Shepherd - Dr Kevin Leman & Bill Pentak
  • Emotional Intelligence 20 - Travis Bradberry & Jean Greaves

Timeline

Director of Client Success

Oracle
06.2024 - Current

Senior Manager

Oracle
12.2019 - 06.2024

Client Success Specialist

Oracle
02.2016 - 12.2019

Account Manager

Staples Advantage
09.2013 - 02.2016

Account Executive

Cayan
01.2012 - 09.2013

Bachelor of Science -

Gordon College
05.2001 -

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