As an Enterprise Relationship Manager specializing in the hotel sector, you will cultivate relationships with existing customers while looking for opportunities to expand Tock to new businesses within the parent account.You will get to identify upsell and cross-sell opportunities to increase revenue. You will work with the hotel operators and executive teams to understand their needs, suggest improvements, and guide them through changes to enhance their performance.This is a full time hybrid role reporting to our Head of Enterprise and you will be located in Chicago or an approved remote location.You'll Get To…Develop and maintain sticky relationships with hotel restaurant customers to understand their goals.Identify new opportunities within existing hotel accounts, develop strategies to maximize these and implement the growth plan.Reach out to hotel customers to upsell additional Tock products and services that can benefit their operations.Conduct market research and competitor analysis to identify trends and opportunities for growth within the hotel segment.Partner with the Implementation Manager for new hotel restaurant customers, ensuring a smooth transition onto the Tock platform.Conduct regular performance analysis for the customer, showcasing the value & return on investment while also identifying areas for improvement and making recommendations.Collect and analyze customer feedback, feature requests, and other insights to share with Tock's Product team.Monitor customer success metrics, identifying at-risk clients and implementing strategies to retain them.Who We're Looking ForAt least 3 years of account management/customer service experience with a focus on relationship management.Experience in the hospitality industry, particularly with hotel restaurants.Project management skills (e.g., lead meetings, provide status reports, develop project plans, track issues/risk logs).Experience establishing communication and engagement with prospects working with all levels of management.Experience using Salesforce.Benefits & PerksA 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: $95,000 – $125,000 USDThe 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 GrowthFast 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 SquarespaceTock 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 CommitmentAt 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.
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