As an Account Manager you are the face of Tock to our customers and are an individual contributor responsible for meeting goals associated with your portfolio. You will manage the success of your customer portfolio through the customer lifecycle, customer relationship, performance analysis and customer success on Tock’s platform. You show a proficient level of product knowledge and deliver well-scoped tasks within projects with guidance.

You are establishing yourself as an account manager so other people will support you as you grow. Daily, you apply your product knowledge to think strategically about opportunities and solutions while collaborating with important partners to help our customers grow with Tock. You are focused on learning the team’s current processes, best practices of account management, and business development. You are working together with fellow account managers to achieve team goals alongside your individual goals.

This is a full time hybrid role located in Chicago. You will be reporting to the Manager of Account Management.

You'll Get To…

• Manage the success of your customer portfolio consisting of Tock’s high valued strategic partners with a focus on the SMB segment.
• Monitor customer success, promote product adoption, identify any at-risk customers and find a solution.
• Develop and implement plans to promote retention, increase GPV and produce referrals.
• Present business reviews for your customers
• Partner with your manager to implement customer playbooks.
• Identify opportunities to grow your customer portfolio, increase GPV and reduce churn.
• Participate in team projects that align with our team goals.
• Engage and retain at-risk customers through inbound requests
• Manage inbound requests that align with team goals:
  • Increase GPV:
    • Through plan upgrades, plan changes.
  • Reduce Churn:
    • Manage inbound escalations by investigating and resolving issues.
    • Strategize with customers to identify opportunities to improve Tock.
    • Cancellation and pause requests.
  • Triage AM email and Slack alias.
• Track and report on metrics for assigned accounts and focus markets to your manager.
• Present solutions to your manager.
• Prepare and participate in team meetings.
• Participate in new AM onboarding and continued education training sessions.
• Stay up-to-date with competitors, industry, objections and Tock product.

Who We're Looking For

• At least 1 year of account management/customer service in B2B software (SaaS preferred).
• Project management experience (e.g., lead meetings, providing status reports, develop project plans).
• Experience analyzing data and providing answers to ad-hoc customer questions.
• You can stay up to date with industry trends.
• A team player.
• You display curiosity in big ideas, exhibit interest in understanding how to grow and retain our customers.
• You aim to learn about our users, the business and hospitality industry.
• Experience using Salesforce.

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: $59,000 - $82,000 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, visit www.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.