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Technical Account Manager - Tock

Squarespace

Squarespace

IT, Sales & Business Development
Chicago, IL, USA
Posted on Thursday, June 27, 2024

The Technical Account Manager (TAM) plays an integral role in supporting Tock's customers and partner's technical requirements. You will bridge the gap between our customers, account management, product teams, and third parties. You will provide technical expertise and support throughout the customer lifecycle for API, webhooks, POS integrations and more.

This is a hybrid role working from our Chicago office three days per week. You will report to the Senior Director of Account Management.

You'll Get To...

  • Work with customers to understand their technical goals, including API and webhooks, and integration points between Tock and other third party providers (POS, loyalty).
  • Provide guidance to customers and partners on how to effectively use Tock's APIs to meet their specific needs.
  • Be the primary contact for customers and partners regarding API and webhook-related questions and issues.
  • Collaborate with the Product and Engineering teams to address customer feedback, monitor the troubleshooting of technical issues, and implementation of enhancements or fixes.
  • Provide feedback to Product on how to improve API and integration documentation.
  • Assist customers with setting up point-of-sale (POS) and non-POS integrations.
  • Support customers with setting up and configuring widgets on their websites or platforms.

Who We're Looking For

  • Bachelor's degree in Computer Science, Engineering, or related field.
  • 3+ years experience in a technical customer-facing role, ideally in a SaaS environment.
  • 3+ years experience with APIs, webhooks, POS and non-POS integration technologies.
  • Ability to navigate, escalate and lead efforts on complex customer requests involving multiple internal and external teams and enterprise systems.
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
  • Exceptional problem-solving abilities and a customer-centric mindset.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  • Work cross-functionally with teams and departments fostering collaboration and ensuring a unified approach.
  • 1+ years of experience with Redash, SQL, Big Query and Looker ideal.

Benefits & Perks

  • A choice between medical plans with an option for 100% covered premiums
  • Flexible paid time off
  • 401k with employer match
  • Paid parental leave
  • Fertility and adoption benefits
  • Education reimbursement
  • Pretax commuter benefits
  • Employee Assistance Program
  • Charitable donation match
  • 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $72,500 - $116,150 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Tock employees are eligible to receive equity in the company as part of their total compensation.

Tock's Growth

  • Fast Company's "Most Innovative Companies" in 2021
  • Built In's "Best Places to Work" in 2020, 2021, 2022, 2023, and 2024
  • Chicago Tribune's "Game Changer" Award for industry innovation
  • Reached a global customer base of 30 countries operating in 200+ cities
  • Processed over $1 billion in prepaid reservations
  • Featured in: The New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, and more

About Tock and Squarespace

Tock empowers restaurants, bars, and wineries with the tools needed to build successful businesses and deliver exceptional experiences. With a robust reservation and table management platform, thousands of businesses all around the world use Tock to generate revenue, increase covers, and keep guests coming back. In 2021, Chicago-based Tock became a part of Squarespace (NYSE: SQSP), a design-driven platform helping entrepreneurs build brands and businesses online. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visitwww.squarespace.com/about/careers.

Our Commitment

At Tock, we embrace and celebrate the diversity of both our customers and employees. We are committed to equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

#LI-Hybrid

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