Account Manager
Chicago, IL

About Tock

Tock is changing the way restaurants, wineries, and culinary event organizers run their business and how guests explore, discover, and book at these places all around the globe. This includes a robust reservation, pickup and delivery, guest, and table management system for businesses of all sizes.

Nick Kokonas and Chef Grant Achatz opened Alinea to international fanfare in 2005—now a perennial Michelin three star and widely considered one of the best restaurants in the world. From the start they were spending an average of $140,000 a year on staff dedicated to managing reservations and losing an average of $260,000 a year on cancellations, problems Nick wanted to solve. Nick founded Tock with Brian Fitzpatrick, founder of Google's Chicago engineering office, to do just that — to design and develop a new, robust reservation platform to change the way people around the world search, book, and dine.

Tock’s explosive growth (as of May 2020):

  • Awarded Built In’s “2020 Best Places to Work”
  • Announced Tock’s platform will be powering JP Morgan Chase’s new Dining Program
  • Won Chicago Tribune's "Game Changer" Award for industry innovation
  • Reached a global customer base of 30 countries operating in 200+ cities
  • Processed almost $1 billion in prepaid reservations
  • Featured in: New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, Skift Table, Chicago Tribune, Crain's Chicago Business, New York Post, and more
  • Named one of 2019's 50 Startups to Watch

Job description

As an Account Manager, you are the face of Tock to our customers. You will be responsible for managing the software implementation process, client relationship, performance analysis, and customer success on Tock’s platform. As an Account Manager, you will work with a roster of esteemed restaurants and share with them how to best utilize Tock to reach their business goals. The successful candidate is a seasoned project manager with a proven track record of being detail oriented, demonstrating excellent communication skills, solving customer questions and problems in a timely fashion, and proactively making strategic business recommendations for customer success.

What we're looking for

  • Bachelor’s Degree
  • At least 3 years of account management/customer service in B2B software (SaaS preferred)
  • Project management experience (e.g., lead meetings, provide status reports, develop and manage project plans, track issues/risk logs, etc.)
  • Experience building and managing customer relationships, including interacting with all levels of management
  • Ability to understand the terminology used in the hospitality industry
  • Must be a quick learner with the ability to multi-task in a fast-paced environment
  • Outstanding communication and interpersonal skills
  • Must possess strong analytical, problem-solving and writing skills
  • Experience analyzing data and providing answers to ad-hoc customer questions
  • Strong work ethic and high level of professionalism
  • Experience using Salesforce and Excel

What you’ll do

  • Manage the new customer implementation and onboarding process from start to finish
  • Configure software templates, host orientation meetings, ensure customer sites are effective, and train all end-users for customer sign-off and go-live
  • Manage the handover process from implementation to customer support
  • Monitor customer success; identify any at-risk customers and triage to find a resolution
  • Collect customer feedback, feature requests, and share findings across Tock product and engineering teams
  • Organize, investigate, and resolve issues in a timely and effective manner
  • Conduct periodic client satisfaction follow-ups
  • Oversee and coordinate escalation and incident management
  • Manage subscriptions and resolve any invoicing questions
  • Oversee and coordinates SLA requirements

What we offer

  • Competitive salary
  • Full benefits (medical, dental, vision), 401k
  • Paid time off
  • Paid parental leave

Interested?

Please submit your resume and cover letter, letting us know why you're interested in Tock, using the link below.
Apply now