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Account Manager

Chicago, IL

About Tock

Tock is only two years old, but the idea originated several years ago out of a simple frustration: no-shows (people who bail on their reservation) are costing restaurants money. Nick Kokonas and Chef Grant Achatz opened Alinea in Chicago to international fanfare in 2005 - now a perennial Michelin three-star, and widely considered one of the best restaurants in the world.

Convinced there had to be a better way, Nick built a crude ticketing system to solve the problem and lower labor costs. The homemade platform was a success. 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. Today, Tock is experiencing rapid growth as a global brand with restaurants across 15 countries processing over $250M in prepaid reservations.

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.