Overview
Work History
Education
Skills
Work Availability
Timeline
Certification
Summary
SeniorSoftwareEngineer
PAXTON NIKKILA

PAXTON NIKKILA

Texas

Overview

5
5
years of professional experience
1
1
Certificate

Work History

Customer Success Manager

Goodshuffle
07.2023 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Created customer support strategies to increase customer retention.
  • Managed book of business consisting of 300+ accounts
  • Develop proactive Customer Experience tactics to get ahead of software misuse, reducing churn to under 2% and maintaining above 95% NPS score across all accounts
  • Conducted periodic user training sessions to support customer understanding and product feature utilization.
  • Monitored adoption metrics and developed actionable insights to improve customer satisfaction and awareness.

Account Manager

Goodshuffle
03.2022 - 07.2023
  • Monitored metrics and developed actionable insights to improve efficiency and performance across both Sales and Customer Success teams.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to customers.
  • Played instrumental role in client satisfaction by working with engineering teams for proper resolution of service issues.
  • Created customer support strategies to increase customer retention for over 100 customers in assigned book of business.
  • Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
  • Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
  • Managed technical integration, systems engineering program management, customer support and program management.
  • Attended trade shows and seminars to promote products and network with industry contacts.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

Sales Development Representative

Diligent Corporation
09.2021 - 03.2022
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Gained advanced understanding of Salesforce, SalesLoft, and Drift best practices.
  • Manage over 100 customer touchpoints per day.

Territory Manager

Techtronic Industries
01.2020 - 03.2021
  • Monitored customer buying trends, market conditions and competitor actions to adjust team strategies and achieve sales goals.
  • Hired, supervised and coached over 30 employees on sales strategies to optimize performance.
  • Built strong relationships with retail managers in-store and regionally to sell in additional merchandising and product at district-wide levels.
  • Displayed consistent annual growth in highly competitive market. Overall sales growth up 3.3M for 43% increase over previous year.
  • Collaborated with headquarters and other teams nationally to share sales, marketing and event strategies, and competition information.

Field Sales and Marketing Representative

Techtronic Industries
01.2019 - 01.2020
  • Accountable for $6.6M territory while achieving and surpassing monthly sales goals on consistent basis.
  • Responsible for merchandising, marketing and driving sales for company's major brands while developing and nurturing relationships with customers and store staff and management.
  • Recognized for sales and creative marketing strategies as well as maintaining high objective completion.
  • Assisted manager with training and mentoring new team members.
  • Partnered with retail partners to host monthly brand-focused events resulting in more than 10% brand growth over previous year.

Education

Bachelor of Science - Agricultural Economics and Agricultural Business

New Mexico State University
Las Cruces, NM
12.2018

Skills

  • Strategic Account Planning
  • Experience with: Asana, HubSpot, Intercom, Google Suite, Fullstory, JIRA, Mixpanel
  • Experience with SMBs
  • Excellent written communication skills, with a particular knack to distill complex things into approachable ones

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Success Manager

Goodshuffle
07.2023 - Current

Account Manager

Goodshuffle
03.2022 - 07.2023

Sales Development Representative

Diligent Corporation
09.2021 - 03.2022

Territory Manager

Techtronic Industries
01.2020 - 03.2021

Field Sales and Marketing Representative

Techtronic Industries
01.2019 - 01.2020

Bachelor of Science - Agricultural Economics and Agricultural Business

New Mexico State University

Certification

  • Success Coaching Certified Customer Success Manager
  • Hubspot Reporting Certification, Hubspot SEO Certification
  • Certified Personal Trainer (NASM)

Summary

Skilled sales, client success, and management professional with demonstrated ability to successfully lead, manage and develop account growth and territory volume, extensive experience in product training, customer building and retention with new and existing accounts. I display an energetic approach with clients, potential hires, and in leading my team with a consistent presence, follow through, and follow up.

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PAXTON NIKKILA