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.

As an Account Manager, SMB at Clyde on the Merchant Success team, you will drive Clyde’s future growth engine by turning Merchants into delighted and enriched Clyde partners. In this position, you will oversee a portfolio of SMB merchants, assist with implementations, identify opportunities to develop relationships, optimize program performance, and drive the adoption of the Clyde solution. This role will report into the Director of Merchant Success.

You are…

• Here for the merchant - you are empathetic and understand the importance of white-glove service
• A hungry self-starter looking to quickly assume tons of responsibility and find the best ways to get things done
• Extremely organized and have the ability to prioritize myriad merchant requests and workstreams while delivering high quality and timely support
• Able to operate in a highly ambiguous environment with little existing processes and structure
• Curious about everything and ask why we do things and dig in to find the best solutions and answers
• Able to speak to technical documentation and guide merchants through Clyde’s docs

Requirements

• Own the entire SMB merchant journey
  • Assist with implementations to hit Clyde’s goaled time for launch including unblocking resources and driving merchants time-lines
  • Build and run automation and drip campaigns to increase merchant revenue
  • Partner closely with Program Management to ensure the portfolio is compliant including building new programs and guiding merchants through integration
• Drive merchant satisfaction, success, and retention of our growing SMB portfolio
  • Identify merchants with which to develop strategic relationships and lead and execute their optimization plans
  • Maintain SLAs for Zendesk response times, strong satisfaction score on responses and high NPS score
  • Triage questions whether it be related to pricing, how Clyde works or technical issues
  • Hit targeted merchant attach rate through consultative presentations
• Prioritize and funnel merchant feedback to Success leadership to optimize product offering and ensure attention is given to the right opportunities that will move our portfolio forward
• Identify, build and maintain scalable solutions for the quickly growing and highly valuable merchant base

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. Clyde does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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.