Senior Technical Account Manager I

Summary

Join Extend, a venture-backed startup modernizing the protection plan industry, as a Merchant Success Manager. You will provide end-to-end guidance to merchants, fostering strong business relationships and ensuring smooth integration and optimization of our technology solutions. This role requires strong communication, problem-solving, and project management skills, along with experience in technology, consulting, or financial services. You will work closely with internal and external stakeholders, proactively communicate, and suggest product enhancements. Extend offers a competitive salary, benefits, stock options, and a supportive work environment.

Requirements

• 5+ years of customer-facing experience in a technology, consulting, or financial services company
• 5+ years experience with back-office OMS and ERP systems
• Excellent communication skills and ability to clearly explain technical concepts and solutions to partners
• Ability to own what you are building and see it through from end to end
• Strong problem-solving skills and curiosity to dive deep into industry-specific details
• Ability to perform in a high-energy environment with dynamic job responsibilities and priorities

Responsibilities

• Provide end-to-end guidance for new and existing merchants, including leading new feature calls, optimization discovery sessions, and working collaboratively to understand and resolve merchant issues
• Foster long-term business relationships by ensuring the smooth execution of integration and optimization initiatives with partners and brands
• Project manage and demonstrate a deep understanding of the Extend-merchant partnership, consistently providing internal and external stakeholders updates
• Lead new feature enablement and become an SME for the merchant success and onboarding teams
• Deliver proactive communication and a consultative experience by understanding current merchant priorities
• Work closely with growth strategy and solution architecture on day-to-day operational processes and alert leadership when anything is off-track throughout the implementation or optimization process
• Suggest feature and product enhancements to our product & engineering teams

Preferred Qualifications

• Experience working directly with merchants delivering eCommerce projects
• Experience integrating common eCommerce platforms (e.g. Shopify, BigCommerce, SuiteCommerce, WooCommerce, Magento, etc.)
• Integration Experience with back-office OMS and ERP systems
• Experience in a Web Development or Software Engineering role
• 2+ years experience with Javascript and JQuery

Benefits

• $125,000 Base Salary, plus $35,000 annually for On Target Earnings (OTE)
• Full medical and dental & vision benefits
• Stock in an early-stage startup growing quickly
• Very generous, flexible paid time off policy
• 401(k) with Financial Guidance from Morgan Stanley