Associate Director of Implementation - Tock

Job Description

The Gig

The Tock Account Management team is looking for an Associate Director of Implementation. We are a growing team of enthusiastic, eager, and dedicated professionals working in a collaborative environment. We are dedicated to supporting restaurants and the hospitality industry by providing world-class onboardings and building meaningful customer relationships. The Associate Director of Implementation leads and scales a team of Implementation Managers and Associates who manage the transfer of data for customers onboarding to Tock. You will work with Engineering, Design, and Hospitality teams.

You will report directly to the Director of Account Management and will be a hybrid position based in Chicago.

You'll Get To...

• Provide direct oversight, mentorship, and training for the Implementation Management team
• Develop and analyze data, providing insight into trends or unusual performance
• Identify trends and goals to further enhance customer experience
• Foster an environment of learning
• Collaborate with our teams across Tock to manage customer success
• Provide team members with feedback to ensure their continued success
• Collaborate with Account Management counterparts to foster a collaborative environment across the team
• Develop communications that describe technology changes in advance of all who will be affected and what actions need to be taken

Who We're Looking For

• At least 4 years implementation/customer service/engineering in B2B software (SaaS preferred)
• At least 2 years of management experience
• You can align teammates behind a compelling mission and set of goals
• Experience analyzing data and providing answers to ad-hoc customer questions
• Experience using Salesforce, SQL, Excel, and JIRA

Benefits & Perks

• Health insurance with 100% premium covered for you and your dependent children
• Flexible vacation & paid time off
• 401k with employer match
• Paid parental leave
• Fertility and adoption benefits
• Education reimbursement
• Commuter benefit in the form of pretax (US)
• Employee Assistance Program
• Backup Dependent Care
• Subscription to mindfulness app, Headspace
• Charitable donation match

Tock’s Growth

• Awarded Fast Company's "Most Innovative Companies" in 2021
• Awarded Built In’s “Best Places to Work” in 2020, 2021, and 2022
• Awarded America’s Hottest Brands of 2020 by AdAge
• Won 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
• Named one of 2019's 50 Startups to Watch
• Featured in: New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, Skift Table, Chicago Tribune, Crain's Chicago Business, New York Post, and more

About Tock

Tock is the all-in-one system for reservations, takeout, delivery, and events. We are changing the way restaurants, wineries, and culinary event organizers run their business and how guests explore, discover, and book at these places all around the globe.

About Squarespace

Squarespace is a leading all-in-one website building and ecommerce platform that enables millions to build a brand and transact with their customers in an impactful and beautiful online presence. Our suite of products enables anyone at any stage of their journey to manage their projects and businesses through websites, domains, ecommerce, marketing tools, and scheduling, along with tools for managing a social media presence with Unfold and hospitality business management via Tock. Squarespace democratizes access to best-in-class design, helping our customers in approximately 200 countries and territories maintain consistent branding across all digital touchpoints to stand out online. Our team of more than 1,400 is headquartered in downtown New York City, with offices in Dublin, Ireland, Portland, Oregon, Los Angeles, California and Chicago, Illinois. For more information, visit www.squarespace.com.

Our Commitment

Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Tock, we are committed to equal employment opportunity 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.