About Tock

Tock was founded in 2014 but the idea originated years before out of a simple frustration. 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. Convinced there had to be a better way, Nick started work on a crude ticketing 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 product complete with all the tools a restaurant needs to succeed.

What is Tock?

Tock is a comprehensive platform built to fundamentally change the way restaurants think about and run their business. This includes a robust reservation, guest, and table management system for restaurants of all sizes across the globe.

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.

Requirements

• 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

Responsibilities

• 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

Interested?

Please submit your resume and cover letter using the link below.