Merchant Success Manager, Extend
$65-80k
OTE
Warranty and protection plan services
Job no longer available
Warranty and protection plan services
201-500 employees
Job no longer available
$65-80k
OTE
201-500 employees
Company mission
To revive an industry that's been starved of modernity and change for too long.
Role
Who you are
- Bachelor’s degree or equivalent experience with at least 2 years of customer-facing experience at a technology, consulting or financial services company
- Excellent customer relationship management skills
- Highly skilled time/task management with the ability to independently execute a strategy within your portfolio
- Strong problem solving and presentation skills
- Ability to manage projects cross-functionally with Product, Sales & Engineering with a high attention to detail
- Curiosity to dive deep into the industry specific details of the products and processes of the merchants in your portfolio
- Experience with upsell and renewals, particularly within the eCommerce space is a huge plus
What the job involves
- Growth Strategy Managers at Extend play a pivotal role in cultivating strong relationships with our diverse portfolio of clients
- The Emerging Brands Growth Strategy Manager (“GSM”) will serve as the main point of contact throughout the merchant journey, orchestrating seamless interactions both internally and externally to facilitate a collaborative and consultative approach to success
- A key aspect of this role involves diligently nurturing our Emerging Brand merchant base, primarily through proactive engagement and relationship-building efforts
- Manage a portfolio of merchant partners that includes emerging retail companies and high growth branded manufacturers of consumer products
- Foster long-term business relationships by ensuring the rapid and smooth execution of our onboarding methodology
- Manage highly productive and meaningful interactions with key stakeholders and business leaders at our merchant partners and identify potential key upsell opportunities
- Work closely with the larger revenue organization to analyze and prioritize product feedback received from merchant partners
- Collaborate on building requirements for constantly improving data analytics products and present key insights to merchant partners
- Own merchant advocacy and escalations by collaborating with solutions engineers, product management, sales analytics and support teams to improve the Extend offering for our merchants
Our take
Extend allows online and offline merchants to offer product warranties and protection plans at the point of sale. It aims to provide a comprehensive and centralized warranty system where before there was not one. The company also provides customers themselves with a fast support experience, where 95% of claims are resolved in just 90 seconds.
Its API based platform is integrated into the likes of Shopify, Magento, Salesforce Commerce Cloud and BigCommerce, and can also be integrated into private client-owned e-commerce platforms. This ease of use is what makes Extend so appealing for clients.
On top of this, its seen good funding thats fuelled business growth and geographical expansion. It’s interesting to note that PayPal Ventures and SoftBank are two of their main backers, as this indicates that payment giants see the value of these point of sale transactions. And in 2022, it was named a certified partner of Shopify and reached an important milestone in becoming a full-service company, taking it one step closer to its vision of becoming the "AppleCare for everything".
Steph
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$260m
SERIES C
Oct 2020
$40m
SERIES B
Total funding: $316.4m
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Woodrow Levin
(Founder & CEO)Woodrow started his career by founding InStadium in 2000, where he spent 7 years before also founding Riverbank Capital and BringIt. After further roles at DocuSign and DraftKings, he founded Extend in February 2019, serving since then as CEO.
Share this job
View 8 more jobs at Extend