Open to opportunities

Andrew Hawkins

@andrewhawkins

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Experienced director specializing in customer retention and relationship management.

United States

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What I'm looking for

I seek a role that challenges me and allows for professional growth while contributing to a company's success.

I am a dedicated professional with a strong background in customer retention and relationship management. As the Director of Retention at Call Box, I lead company-wide initiatives to enhance customer loyalty and reduce churn. My strategic approach includes developing comprehensive retention strategies, analyzing customer data, and collaborating with cross-functional teams to align our efforts with business goals. My commitment to excellence has resulted in significant improvements in customer engagement and retention metrics.

Throughout my career, I have consistently achieved results, including designing churn forecasting models that accurately predict revenue churn and implementing strategies that have saved substantial annual recurring revenue. My experience spans various roles within Call Box, where I have honed my skills in business development, account management, and client success. I am passionate about fostering strong relationships with clients and partners, ensuring their needs are met while driving organizational success.

Experience

Work history, roles, and key accomplishments

Current

Director of Retention

Current

Call Box

Apr 2025 - Present (4 months)

Led company-wide retention efforts and developed comprehensive strategies to increase customer loyalty and reduce churn. Analyzed customer data to identify trends, pain points, and opportunities for improvement, collaborating with cross-functional teams to align retention initiatives with overall business goals.

Retention Strategy Customer Loyalty Initiatives Data Analysis Cross Functional Team Leadership Playbook Development Financial Consulting Escalation Management

Business Development Manager

Call Box

Jun 2023 - Apr 2025 (1 year 10 months)

Managed an account portfolio totaling over $1 million ARR and initiated relationships with partners in marketing, telecommunications, and software industries. Supported client success, sales, and implementation departments by instilling advanced CRM and partnership knowledge.

Account Management Business Development CRM Partnership Management Product Feedback Documentation Strategic Planning Negotiation Sales Processes

Retention Manager

Orum

Jun 2022 - Jun 2023 (1 year)

Designed Orum's first churn forecasting model, achieving over 90% accuracy, and increased early renewal rates by over 300%. Saved $193k ARR in Q1 2023 after formal cancellation notices were issued.

Churn Modeling Renewal Rate Optimization GTM Strategy Revenue Operations Salesforce Customer Success Data Reporting Documentation

Director of Implementation and Retention

Call Box

Apr 2022 - Jun 2022 (2 months)

Managed a team of six implementation agents and reported to the board of directors on monthly retention metrics. Coordinated with the Executive Team on saving high-MRR accounts and collaborated with Sales and Client Success teams on launching new accounts.

Team Management Implementation Retention Account Management Process Improvement Client Engagement Onboarding

Account Transition Specialist

Call Box

Oct 2017 - Apr 2022 (4 years 6 months)

Documented cancellation submissions and ensured adherence to company policies, directly engaging with C-level client contacts to investigate reasons for canceling. Managed consulting and sales teams on retaining accounts in their portfolios.

Cancellations Client Engagement Sales Team Consulting Invoicing Documentation

Major Accounts Consultant

Call Box

Feb 2017 - Oct 2017 (8 months)

Executed consulting campaigns with valuable automotive groups and scheduled dealership-management trainings. Monitored product engagement across 50+ dealerships and consistently met monthly and upsell quotas.

Consulting Training Delivery Quota Attainment Upselling Client Communication Performance Strategy Account Management Relationship Building

Account Executive

Call Box

Mar 2016 - Feb 2017 (11 months)

Developed client relationships through phone calls and in-person meetings, structuring territory visits around high-priority prospects. Guided prospects through the signup process and built a 'white space' of current clients and targets.

Client Relationship Management Prospecting Territory Planning Account Executive Lead Generation CRM Communication Negotiation

Business Development Specialist

Call Box

Sep 2015 - Mar 2016 (6 months)

Scheduled demos for Account Executives and initiated upsell conversations with existing clients. Utilized proprietary CRM for internal communications and logging client/prospect information.

Demo Scheduling Upselling CRM Internal Communications Sales Support Data Entry Appointment Setting Business Development

Associate Consultant

Call Box

Apr 2015 - Sep 2015 (5 months)

Imparted areas of improvement to clients via phone and email based on their current phone processes and data. Investigated technical issues related to client phone systems.

Technical Support Data Analysis Communication Problem Solving Customer Service Email Communication Process Improvement Troubleshooting

Accounts Receivable Clerk

Pioneer Wine Company

Aug 2014 - Apr 2015 (8 months)

Applied checks to customer accounts and credited customer accounts for damaged or unusable wine. Managed financial transactions and maintained accurate records.

Accounts Receivable Account Reconciliation Data Entry Record keeping Payment Processing Invoicing Financial Reporting Problem Solving Customer Credit

Publishing Assistant

The Newsletter Company

Dec 2013 - Aug 2014 (8 months)

Brainstormed, developed, and wrote industry-specific articles for client newsletters. Researched background information for use in writing client materials.

Content Creation Research Editing Client Communication Newsletter Production Writing Publishing

Editor

Business Wire

Jun 2010 - Nov 2013 (3 years 5 months)

Proofread, formatted, and transmitted time-sensitive press releases based on client-specific guidelines. Ensured accuracy and adherence to strict deadlines.