Director of Implementation and Account Management

| Chicago
Please email [email protected] w/ "Built In" in the subject line.
Apply now

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.

Read Full Job Description
Please email [email protected] w/ "Built In" in the subject line.
Apply now
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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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