Director of Implementations & Success at Clyde

| Greater NYC Area
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What's Clyde?

Clyde is an end-to-end product protection platform that is re-thinking the way retailers increase loyalty and drive revenue, and the way customers manage their purchases. We are tackling the $50B per year extended warranty market and becoming the de facto solution in the space by leveraging an intense focus on product, design, and customer experience. Clyde delivers product protection plans directly to consumers as they shop, owning the relationship from purchase to claim submission to resolution. We know that the relationship between retailers and their customers is far from over after checkout, so we’re building products to deliver value at every stage of this relationship.

We are looking for a talented Director of Implementation & Success with 5+ years as CSM or similar role and 2+ years managing a team, with a positive, problem-solving attitude to join our rapidly growing team in New York. You'll love working with us if you're excited by growth, you embrace responsibility and love to take on new challenges. This team member will help build our entire onboarding, improvement, and success strategy, working directly with the leadership team and immediately managing a growing team.

What You’ll Do

  • Manage high impact and low touch API and ecommerce integrations across high-value customers
  • Proactively managing customer accounts
  • Design structures and plans for CSM teams around account optimization
  • Manage a team of CSMs and support people to interact with our retail partners and end customers
  • Work directly with the CEO and leadership team to build scalable processes
  • Building strategic relationships with senior stakeholders: understanding their priorities and business objectives, and helping them to achieve these through using our product
  • Building our clients into champions and advocates, including identifying opportunities for case studies and collaborative webinars
  • Thinking about how we can add more value to our customers’ businesses, either individually or as a company
  • Being an internal advocate for what our customers need: ensuring their feedback is heard and acted on by teams across the company from Product to Support to Sales.

Requirements

This is the position for you if...

  • You are a self-starter interested in building and owning a strategic playbook
  • You have experience managing technical integrations via API or ecommerce platforms
  • If you excel in positions of little direction and a lot of support
  • You get excited about the idea of working with/mentoring/leading others

What We Look For...

  • 5+ years of previous CSM experience, ideally with 2+ years managing a CSM team
  • Previous experience working in a startup environment
  • Experience working with APIs and complex products
  • Experience developing best practices and playbooks: from strategic account plans to - QBR processes to accelerating onboarding
  • The ability to understand complex products/concepts and explain them in simple ways
  • The ability to listen carefully, ask meaningful questions, and communicate with clarity both verbally and in writing
  • Successfully managed multiple high-value, high-touch accounts for a technical product
  • A positive, problem-solving attitude
  • Experience building strong, trusting relationships, both within your team and with senior stakeholders in the businesses you work with
  • Evident of being a self-starter; you proactively look to solve problems and processes

Nice to have...

  • Experience working with engineers
  • Experience with ecommerce platforms and ERPs

Benefits

Who are we?

Clyde is a product and design led organization founded in 2017 in NYC by a customer-obsessed team of designers, engineers, operators, and successful former founders. We have partnered with some of the top investors in the world to help us achieve our vision.

Why should you join us?

Clyde is building an incredibly thoughtful suite of products with enormous potential. We are a highly resourceful, motivated, and collaborative team, and we value diversity of all kinds. We hold ourselves to the highest standards. All members of our team will have ample opportunities for professional growth, plus, we offer competitive salaries and equity packages, health insurance, unlimited time off with a mandatory 10 days, a vacation fund, and a creative culture. We are building a really exciting company and can’t wait for you to join us.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Koa.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SalesforceCRM

Location

579 Broadway, New York, NY 10012

An Insider's view of Clyde

What’s the vibe like in the office?

I look forward to coming into the office everyday. I’m always walking into a positive environment filled with high energy. The people here make work enjoyable. We hype each other up and celebrate every success and win, and always come up with fun activities to do as a company. Everyone who is here wants to be here, and it really shows.

Maddy

Business Development Representative

What does your typical day look like?

My day begins by going through various reports or running database queries to highlight changes in the last 24 hours. Then I join the engineering standup. After that, my day varies greatly depending on current projects and company priorities, which I love. And no-meeting-Wednesdays are my favorite, as I get to really focus on long term projects.

Monika

Director of Data Science & Analytics

What does career growth look like on your team?

Resourceful builders with a lot of horsepower will always have a path towards ownership at Clyde. As we scale the size and complexity of the business, opportunities for career growth will always be present, and we will work with all our team members to get them into positions where they are leading, learning and growing.

Jereme

Chief Operating Officer

How do you make yourself accessible to the rest of the team?

No amount of “office hours” or “1-1s” will promote a culture of someone being able to approach leadership to throw out some crazy idea or call you out on where you can improve. It starts with being yourself and making people comfortable. I’m accessible to the team because everyone knows I’ll never turn a spontaneous conversation away.

Brandon

Chief Executive Officer

How do you collaborate with other teams in the company?

One thing I value about working at Clyde is the truly collaborative environment. In Marketing, I have the opportunity to work with almost every team at Clyde. We set quarterly OKRs as a company (and review them over pizza and beer), and these goals inform each team’s priorities. This keeps us aligned and working together, towards a common goal.

Maddie

Director of Marketing

What are Clyde Perks + Benefits

Clyde Benefits Overview

Clyde is building an incredibly thoughtful suite of products with enormous potential. We are a highly resourceful, motivated, and collaborative team, and we value diversity of all kinds. We hold ourselves to the highest standards. All members of our team will have ample opportunities for professional growth, plus, we offer competitive salaries and equity packages, health insurance, unlimited time off with a mandatory 10 days, a vacation fund, and a creative culture. We are building a really exciting company and can’t wait for you to join us.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Cross functional training encouraged
Promote from within
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