14 Jun 2018  |  Culture

My Path to Success: From SDR to Customer Success

3 minute read

I first saw the inside of Paddle as a Sales Development Representative (SDR), but within a few months I’d got involved with the work that Customer Success does. As a result I was offered a role within the growing Customer Success team, as Seller Support Specialist. I wanted to share my journey up to this point and what skills are needed to progress as a SDR.

I first saw the inside of Paddle as a Sales Development Representative (SDR), but within a few months I’d got involved with the work that Customer Success does. As a result I was offered a role within the growing Customer Success team, as Seller Support Specialist. I wanted to share my journey up to this point and what skills are needed to progress as a SDR.

Joining Paddle

I was previously working in a global corporation as a Client Development Rep. I heard about Paddle through one of my old team members, Anna, who was a recent joiner. She was very happy about her new job at Paddle and couldn’t stop talking about it. Already looking for a new challenge, when she asked if I wanted her to refer me for a role in their Sales team, I jumped at the opportunity!

Outside of work I tend to spend most of my time with friends either checking something off of the good ol’ bucket list (like going down the world’s tallest slide in The Olympic Park), visiting one of my favorite water holes or whatever else fun that London offers up.

In my time as a Sales Development Rep (SDR), I evaluated potential businesses and software products for sale online. Seeing who’d benefit from using Paddle and passing the qualified leads onto our Account Executives who reach out to them.

The role involved a lot of detective work, and is quite a creative challenge where accuracy and an understanding of our space in the market is key.

I took on new tasks and responsibilities and I learned more about the processes. My goal being to deal more directly with customers. I eventually got opportunities to branch out by working more with customer success, as I was getting more interested in a customer-facing role.

Our Culture

To date, I have worked at Paddle for exactly 3 months, and they have been inspiring - in lack of a less obnoxious and pretentious word. My onboarding was just as much of a ‘information overload’ as one would expect, but the team patiently took the time to make sure I understood everything so I knew I was in safe hands. With the expansion and the subsequent recruitment wave well underway, a lot of effort is going into updating all the onboarding material too, so this should only get better.

New to the start-up scene, I was taken aback by how easygoing and fun the Paddle office is. This is a company that allows you to work hard and at the same time offers bi-weekly socials and evening yoga sessions, this creates a great culture in the office. People from various departments share their expertise with anyone wanting to pick up a new skill, like programming or graphic design.

Next to actually remembering a few names (which really doesn’t come easy to me…), I think the highlight of my first month was to start learning SQL and Python in the afternoon courses ran by the team in Engineering and Operations, realising it isn’t impossible to learn to code after all!

What Makes A Good SDR?

Looking back on my SDR days, there were certain qualities that I noticed were essential.

A SDR should have the capacity to pick up new skills quickly. I think it’s important that even if you’re not a programmer, you have an interest in tech, software and gadgets in general. A keen eye for details is also important to make sure you equip your Account Executives with the best information available so they can demonstrate our value to the client. If you can work at a high pace, make quick judgements based on multiple factors and pick up on all the important details, then the SDR role is right for you!

Being around the Sales team I got to work with a really talented selection of people, learning something new everyday. The job in a nutshell mainly consisted of spreading the good word about Paddle, demonstrating what makes using us a true advantage.

The hardest thing about being a SDR is to quickly wrap your head around the business model of the leads I was qualifying. However, as you progress with the role you do start to understand where to look for the relevant information and you’ll become an expert at evaluating businesses.

What’s Next?

When I decided to move to the Success team, it was because being more customer-focussed appealed to me. As Seller Support Specialist I now assist people using the platform, helping them to get the most value for their business. It’s exciting to be in a company where you can be promoted within the first few months.