Open to opportunities

Nikki Marsden

@nikkimarsden

Message

Customer-focused account manager and SaaS support specialist driving revenue and retention.

United States

Message

What I'm looking for

I seek a role combining account strategy and technical SaaS support at a collaborative, growth-focused company where I can drive adoption, retention, and revenue.

I am a customer-focused account manager and SaaS support specialist with experience scaling client portfolios, resolving complex technical issues, and driving revenue growth. I combine consultative client management with technical troubleshooting to improve adoption and retention.

At agencies and technology companies, I expanded client portfolios by 300%, managed global accounts and budgets, and delivered high-volume support at scale for payment processing and connectivity products. I partner cross-functionally with product and engineering teams to identify root causes, author knowledge base content, and implement process improvements that reduce repeat contacts and accelerate resolution.

I champion continuous improvement, data-driven decision making, and strong stakeholder relationships. I seek roles where I can blend account strategy, technical support, and operational optimization to increase customer lifetime value and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Associate

Current

Wise

Sep 2025 - Present (6 months)

Deliver full-cycle SaaS support for payment processing and multi-currency solutions, resolving hundreds of complex issues monthly while accelerating product adoption and user retention.

SaaS Support Payment Processing Customer Retention Escalation Management Process Improvement

Customer Support Associate II

SpaceX

Nov 2024 - Aug 2025 (9 months)

Delivered high-volume support to thousands of Starlink customers, troubleshooting hardware, connectivity, and billing issues while reducing escalations through root-cause analysis and cross-functional solutions.

Technical Support Troubleshooting Billing Support Root Cause Analysis Cross Functional Collaboration Customer Onboarding Ticketing Systems

Account Manager

Silver Agency

Jan 2020 - Aug 2024 (4 years 7 months)

Spearheaded full-cycle business development as the first U.S. hire, expanding the client portfolio by 300% and driving revenue growth through targeted upsells and strategic stakeholder negotiations.

Account Management Business Development Client Relations Revenue Growth Stakeholder Management Project Planning Upselling

Account Coordinator

Redroc Advertising

Jan 2017 - Dec 2019 (2 years 11 months)

Collaborated on go-to-market strategies and managed timelines, deliverables, and budgets across multichannel campaigns, delivering on-time, on-budget results that enhanced brand visibility.

Campaign Management Project Coordination Budget Management Collaboration Client Communication

Marketing & Sales Specialist

Bus2alps

Jan 2016 - Dec 2016 (11 months)

Led field sales and marketing initiatives across major European cities, managing logistics and operations for groups up to 800 students and increasing sales and brand awareness through events and promotions.

Field Sales Event Marketing Logistics Coordination Operations Management Customer Service Group Multicultural Communication