Payton Shillcox
Mesa,AZ
Summary
Implementation-focused SaaS professional with 4+ years of experience leading end-to-end onboarding, deployment, and optimization of software solutions for mid-market and enterprise clients. Proven ability to manage 75+ enterprise level accounts, execute technical implementations, collaborate cross-functionally, and drive product adoption. Known for improving operational workflows, accelerating time-to-value, and contributing to multimillion-dollar revenue growth.
Overview
9
9
years of professional experience
Work History
Client Experience Specialist
Atticus
10.2024 - Current
- Conduct 20-30 daily client consultations, guiding users through eligibility workflows and system navigation.
- Consistently exceed quota (125%+) through optimized intake processes and accurate workflow assessments.
- Track analytics and performance KPIs to ensure strong operational efficiency and client experience.
Senior Customer Success Manager (Implementation & Onboarding)
NimbleRx
12.2023 - 10.2024
- Owned end-to-end onboarding and implementation for 75+ mid-market and enterprise pharmacies.
- Delivered technical implementations and workflow configuration aligned to customer ops.
- Achieved 98% retention, contributing to revenue growth from $700M → $3B+.
- Partnered with engineering/product/marketing to deploy new features and integrations.
- Monitored implementation health and post-launch performance metrics.
- Conducted business reviews driving 150% YoY portfolio growth.
Customer Success Manager (Implementation & Support)
NimbleRx
04.2021 - 12.2023
- Managed onboarding and success for mid-market clients using NimbleRx's SaaS platform.
- Conducted workflow discovery and provided technical guidance.
- Managed 30-40 daily client interactions and full implementation cycles.
- Partnered cross-functionally to resolve issues and deploy updates.
Customer Success Specialist
NimbleRx
09.2020 - 04.2021
- Managed 500+ tickets/week with 90% first-contact resolution.
- Increased platform adoption by 35% through workflow fixes.
- Maintained 95% customer satisfaction.
Inside Sales Representative / Account Manager
IPC
10.2016 - 09.2019
- Managed 150+ pharmacies through onboarding, implementation, and renewals.
- Achieved 95% retention and exceeded new business goals by 175%.
- Drove 110% YoY growth and surpassed 2019 Q1 goals by 115%.
Education
BBA - Marketing
University of Wisconsin-Whitewater
Skills
- SaaS Implementation & Onboarding
- Technical Troubleshooting & Integrations
- Project & Process Management
- HRIS / Workflow Configuration
- Cross-Functional Collaboration
- Data Analysis & KPI Tracking
- Client Training & Adoption Strategy
- Salesforce
- Zendesk
- JIRA
Timeline
Client Experience Specialist
Atticus
10.2024 - Current
Senior Customer Success Manager (Implementation & Onboarding)
NimbleRx
12.2023 - 10.2024
Customer Success Manager (Implementation & Support)
NimbleRx
04.2021 - 12.2023
Customer Success Specialist
NimbleRx
09.2020 - 04.2021
Inside Sales Representative / Account Manager
IPC
10.2016 - 09.2019
BBA - Marketing
University of Wisconsin-Whitewater