Summary
Overview
Work History
Education
Skills
Timeline
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Payton Shillcox

Mesa,AZ

Summary

Dedicated and results-oriented Senior Customer Success Manager with a proven track record of driving success and fostering strong partnerships in the SaaS industry. Experience with managing a diverse portfolio of 75+ mid-market partner and enterprise accounts. Experienced at working collaboratively with product, marketing, and engineering teams to address customer needs and drive innovative solutions which has been instrumental in contributing to the significant increase in Gross Merchandise Value (GMV) from $700M to $3B+ during tenure as a client partner at NimbleRx.

Overview

9
9
years of professional experience

Work History

Client Experience Specialist

Atticus
10.2024 - Current
  • Conducted 20-30 inbound and outbound client intakes per day
  • Offered empathy, education, and assessed both SSI and SSDI eligibility with potential clients
  • Consistently exceeded KPIs and monthly sales quotas by 125%+
  • Monitored analytics, reports and KPI's to ensure I am consistently hitting my performance metrics

Senior Customer Success Manager

NimbleRx
12.2023 - Current
  • Managed the onboarding, success, and retention processes for 75+ mid-market and enterprise pharmacies onto the NimbleRx software, ensuring seamless client experiences with using NimbleRx software in their pharmacies
  • Achieved 100% customer retention in 2023-2024, contributing to revenue growth from $700M to $3B+
  • Identified new opportunities within my book of business, leading to 50+ new accounts through referrals within my tenure as a CSM
  • Delivered multiple new product features through a collaborative approach, problem-solving, and cross-functional collaboration between engineering, product, and marketing to address customer needs, resulting in increased adoption of the Nimble software
  • Built enduring relationships with pharmacy owners through business reviews where I identified opportunities for improvement which fueled 50% year-over-year portfolio growth.

Customer Success Manager

NimbleRx
04.2021 - 12.2023
  • Guided mid-market size pharmacies through the onboarding, success, and retention of Nimble's SaaS solution, demonstrating expertise in healthcare management and the SaaS experience
  • Managed 30-40 incoming calls, emails, text messages from customers per day
  • Consulted with partner pharmacies to understand and address pain points
  • Managed book of business and monitored analytics, reports, and KPIs to drive portfolio retention and growth
  • Collaborated with product, marketing, and sales teams to address customer needs
  • Cultivated strong customer relationships to enhance product adoption and retention.

Customer Success Specialist

NimbleRx
09.2020 - 04.2021
  • Optimized pharmacy package tracking, refunds, and software troubleshooting, resulting in an increase in operational efficiency
  • Leveraged Zendesk to manage 500 customer tickets and cases per week while maintaining a 90% first contact resolution rate, showcasing excellent customer service and problem-solving skills in a fast-paced environment
  • Achieved 95% customer satisfaction by responding to tickets within 2 business hours on average
  • Facilitated seamless medication retrieval for patients through the NimbleRx platform which boosted product adoption by 35%

Inside Sales Representative / Account Manager

Independent Pharmacy Cooperative (IPC)
10.2016 - 09.2019
  • Drove year-over-year growth in existing accounts by fostering strong client relationships and expanding business, showcasing account management and upselling skills
  • Retained 95% of IPC members by cultivating trusted partnerships and minimizing client turnover, demonstrating portfolio retention and growth expertise
  • Collaborated with outside sales team to identify and facilitate visits for qualified leads, exhibiting cross-functional experience
  • Exceeded 2018 sales goal by 175%, achieving 95% of target, and surpassed Q1 2019 sales goal by 115% with 110% year-over-year growth, highlighting problem-solving skills and the ability to thrive in a fast-paced environment

Education

BBA - Marketing

University of Wisconsin - Whitewater
Whitewater, WI

Skills

  • CRM (Salesforce, Zendesk, JIRA)
  • Client Retention
  • Data Analysis

Timeline

Client Experience Specialist

Atticus
10.2024 - Current

Senior Customer Success Manager

NimbleRx
12.2023 - Current

Customer Success Manager

NimbleRx
04.2021 - 12.2023

Customer Success Specialist

NimbleRx
09.2020 - 04.2021

Inside Sales Representative / Account Manager

Independent Pharmacy Cooperative (IPC)
10.2016 - 09.2019

BBA - Marketing

University of Wisconsin - Whitewater

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Payton Shillcox