Director of Implementation and Account Management — Chicago, IL

About Tock

Tock is changing the way restaurants, wineries, and culinary event organizers run their business. This includes a robust reservation, guest, and table management system for businesses of all sizes across the globe.

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. For years they were spending $140,000 a year on staff dedicated to managing reservations and losing an average of $260,000 a year on cancellations. Knowing there had to be a solution, Nick started work on a new reservation system. The homemade platform was a success. Soon after, Nick founded Tock with Brian Fitzpatrick, founder of Google's Chicago engineering office, to turn this simple idea into a robust platform to change the way people dine around the world.

Tock’s explosive growth (as of October 2019):

  • Reached a global customer base of over 1,600 businesses in over 28 countries operating in 100+ cities
  • Has booked over 20 million guests
  • Has processed over $600 million in prepaid reservations
  • Named one of Fast Company’s Most Innovative companies
  • Won Chicago Tribune's "Game Changer" Award for industry innovation

Job description

Tock is looking for an experienced Director of Implementation and Account Management to lead our growing team. The ideal candidate is a seasoned leader who has managed the entire customer lifecycle process from implementation, customer success, and customer renewal. The Director is responsible for managing and scaling a team of account managers who oversee the revenue and retention across Tock’s entire customer base. This position reports directly to the Chief Operating Officer and works closely with Sales leadership, Engineering, Marketing, and Customer Support teams.

What we're looking for

  • 10+ years in B2B customer implementation and account management roles
  • 5+ years managing a high performing customer success team
  • B2B SaaS work experience
  • Hospitality industry experience preferred
  • Experience working at a fast-paced startup environment
  • Outstanding written and verbal communication skills
  • Strong technological aptitude, and the ability to stay calm under pressure
  • Experience building and managing customer relationships
  • Strong work ethic and high level of professionalism
  • Detailed oriented and analytical problem-solving skills
  • Bachelor’s Degree required

Responsibilities

  • Provide direct oversight, mentorship, and training of the Account Management team
  • Manage the implementation and onboarding process from start to finish including software configuration through customer training
  • Oversee customer retention (revenue management) for Tock’s entire customer base
  • Implement best in class customer implementation processes
  • Ensure accurate and timely follow-up of customer inquiries
  • Collaborate with internal teams across Tock to identify and manage customer success
  • Collect customer feedback and share across Tock Product and Engineering teams
  • Organize, investigate, and resolve issues in a timely and effective manner
  • Manage the handover process from customer implementation to Tock’s Support team
  • Monitor customer success; identify any at-risk customers and triage to find a resolution
  • Collect customer feedback, feature requests, and share findings across Tock’s Product and Engineering teams
  • Conduct periodic customer satisfaction follow-ups
  • Manage subscriptions and resolve any invoicing questions

What we offer

  • Competitive salary
  • Full benefits (medical, dental, vision), 401k
  • Pre-tax transit benefit
  • Paid time off
  • Paid parental leave
  • Free daily lunch
  • Nitro coffee on tap

Interested?

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