Sr. Technical Account Manager I

About Extend:

Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend's best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.

Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.

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.

• Generous, flexible paid time off policy.

• 401(k) with Financial Guidance from Morgan Stanley.

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