Sr. Technical Account Manager I

About Extend:

Extend is modernizing the $100 billion-per-year protection plan industry using cutting-edge technology and top-notch customer service. 

Our technology-forward omnichannel and API-first solution allows any merchant to offer protection plans, both online and in store, while also providing a merchant's end customers with a vastly improved and modern support experience that eliminates many of the issues customers face today with legacy underwriters. More recently, Extend also launched a shipping protection solution, covering consumers in the case of lost, damaged or stolen packages. This is further expanding the company’s addressable market and value creation for merchants.

We are a venture-backed startup in downtown San Francisco led by founders who have previously had multiple successful exits. Extend simplifies the technology stack for the product and shipping protection industries.

What You'll Do

• 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.

What We Are Looking For

• 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.

Nice to Have

• 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.

Expected Pay: $125,000 Base Salary, plus $35,000 annually for On Target Earnings (OTE)*

*The base salary and expected OTE for this position are listed above. OTE is payable based on the Company's variable sales compensation plan; employees who exceed annual sales targets may receive additional compensation. Incentive compensation will be provided as part of a total compensation package.

Life at Extend:

• Working with a great team from diverse backgrounds in a collaborative and supportive environment.
• Competitive salary based on experience, with 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.

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