About Tock
Tock is changing the way restaurants, wineries, and event organizers think about and run their
business. This includes a robust reservation, guest, and table management system for
businesses of all sizes across the globe.
Tock was founded with the idea there was a better way for guests to book reservations. 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. Nick started work on a crude 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 June 2019):
● Won Chicago Tribune's "Game Changer" Award for industry innovation
● Reached a global customer base of 23 countries operating in 100+ cities
● Has now processed over half a billion dollars in prepaid reservations
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 using the link below.