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Paladin Client Experience Specialist Ken Fields and his family

Ken Turns Challenges into Opportunities to Help Clients

by Brian Bullock | December 27, 2023

Ken Fields has always loved a good challenge, which is a huge benefit for the stores he works with as one of Paladin’s Client Experience Specialists. He puts that attribute to work daily to help his stores discover how Paladin can improve their performance.

Ken, pictured above with his wife, Michelle, and sons Joseph and Joshua, works with close to 50 Paladin clients, several of them businesses that have several stores. He studies their organizations and figures out how Paladin can help them make their businesses run better.

“We get an overview of their challenges and try to help them out. We show them what Paladin can do for them,” he explains.

Addressing a store’s challenge starts good, constructive conversations with the people who own and operate it, Ken says, adding that the conversations lead to great supportive relationships.

“A lot of the people I work with are really super friendly. I enjoy talking with them and helping them,” he says.

A lot of Ken’s client stores test out new Paladin features and integrations.

A collection of stores in South Florida was the first to utilize Paladin’s integration with ses-imagotag by incorporating electronic shelf labels (ESLs). The store owner or managers can effectively change prices storewide by changing an item’s price in Paladin.

Another client, which has seven stores in the southeast, needed the ability to have multiple customer rewards programs. Paladin made that work and Ken helped the store implement the new feature.

Born and raised in Bend, Oregon, home to Paladin’s support center, Ken enlisted in the U.S. Army after high school and spent a few years “jumping out of airplanes.” After his service, he returned to Oregon and school earning an associate degree from Central Oregon Community College and a bachelor’s in social science with a focus on archeology from the University of Oregon.

He put his education to use as an archeology technician with the Bureau of Land Management doing surveys of historical and prehistorical sites. He discovered Paladin in 2017 and went to work surveying client’s businesses to see how the software and support could help them.

“Ken has got to be one of the most consistent and dependable employees at Paladin. He’s always on time and ready to take on new challenges. He’s a great person and fun to work with as well. We are proud to have Ken on the CX team,” says Charles Owen, chief experience officer.