Account Manager

| Chicago
Please email [email protected] w/ "Built In" in the subject line.
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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 December 2018):

  • Announced an exclusive partnership and integration with Chase Pay & Ultimate Rewards
  • Announced an exclusive partnership and integration with WineDirect
  • Won Chicago Tribune's "Game Changer" Award for industry innovation
  • Reached a global customer base of 21 countries operating in 100+ cities
  • Has now processed over $420 million 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.

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
  • Free daily lunch
  • Nitro coffee on tap
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Location

Tock's headquarters is in the West Loop close to public transit, the highway, and all of the neighborhood's best restaurants and hotspots!

An Insider's view of Tock

What’s the vibe like in the office?

What I love most about working at Tock is the support I get from my immediate team. We created a culture where we can work off of each other's strengths and come up with a plan on how to fix and learn from each other's mistakes. The cold brew on tap isn't bad either.

Dantee

Hospitality Manager

What does your typical day look like?

Every day in sales here is different than the last, and we have the flexibility to create our own schedules. Some are spent researching and reaching perfect matches for Tock, some are spent meeting with some of the world's best chefs in the coolest cities, and some are spent rolling up our sleeves and ensuring successful onboarding for our clients.

Brad

Territory Account Executive

What makes someone successful on your team?

A successful member of our team needs to be determined, passionate about our product and the success of our partners, persistent and flexible in trying new ways to reach potential new partners, and organized to easily manage your deals and leads. An optimistic and friendly attitude also goes a long way!

Maggie

Territory Account Executive

What unique initiatives do you have that encourage innovation?

For those that love food and eating out, what if I asked you, where should I go to dinner. What would you say? Tough question, right? The restaurant scene in Chicago and across the entire world is more crowded now than ever before. So at Tock we’re helping restaurants compete and succeed with tools to make them better businesses.

Dan

Director of Design

How do you collaborate with other teams in the company?

I've never worked with a more collaborative, talented, and hard-working group of people, across all of our teams. Everyone is willing to learn and adapt as the company grows and scales. Not only do all departments have full visibility into what the others are doing, but we actively seek out ways to help and improve lines of communication.

Huong

Account Manager

What are Tock Perks + Benefits

Tock Benefits Overview

Competitive salary
Full benefits (medical, dental, vision), 401k
Paid time off
Paid parental leave
Free daily lunch + stocked fridge
Nitro coffee and wine on tap
Friday afternoon happy hours
Pre-tax commuter benefits
Happy hours + company outings
BYOD (bring your own dog) to work
Working with the world's best chefs and restaurateurs

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Our game room includes Foosball, Darts.
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
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Please email [email protected] w/ "Built In" in the subject line.
Apply now
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