.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 and plan changes.Reduce Churn by managing inbound escalations, investigating and resolving issues.Strategize with customers to identify opportunities to improve Tock.Handle 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 ForAt 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 & PerksA choice between medical plans with an option for 100% covered premiums
