What are the responsibilities and job description for the Implementation Specialist position at American Express?
You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
The Tock Account Management team is looking for an Implementation Specialist to play a vital
role in the successful onboarding of Tock customers. In this role, you will be responsible for
managing the full implementation process from contract signing to go live. You will deliver an
exceptional onboarding experience, demonstrate a proficient level of product knowledge, and
deliver well-scoped tasks within projects with supervision.
Responsibilities:
● Manage the end-to-end implementation and onboarding process for all customers, from
initial planning to go-live and transition to post-implementation support.
○ Configure customer dashboards, host onboarding meetings, and train end-users.
○ Conduct training sessions and workshops for clients to ensure they are fully
equipped to use our solutions effectively.
● Monitor customer success; identify any at-risk customers and triage to find a resolution.
○ Analyzes and anticipates customer needs to appropriately identify and present
solutions in real time.
○ Listen to understand customer needs/wants and share with the internal team.
● Coordinate with cross-functional teams, including sales, imports, product development,
and support, to ensure a smooth and successful implementation.
● Oversee and coordinate escalation and incident management.
○ Organize, investigate, and resolve issues in a timely and effective manner.
● Develop detailed project plans, including timelines, resource allocation, and risk
○ Monitor project progress and performance, making adjustments as necessary to
meet project goals.
● Identify opportunities for process improvements and implement best practices.
○ Participate in initiatives to scale operations.
○ Proactively think of ways to improve products and/or processes and share with
the internal team.
● Be a team player and support sub-team and department initiatives that impact
company-wide goals.
● Exhibit integrity, promote a positive environment, and respect for Tock employees at all
levels.
Who We’re Looking For
● Bachelor’s Degree required
● At least 1 year of implementation/customer service in B2B software (SaaS preferred)
● Project management experience (e.g., lead meetings, provide status reports, develop
and manage project plans, track issues/risk logs, etc.)
● Ability to understand the terminology used in the hospitality industry
● Experience building and managing customer relationships, including interacting with all
levels of management
● Must be a quick learner with the ability to multi-task in a fast-paced environment
● Outstanding communication and interpersonal skills
● Must possess strong analytical, problem-solving and writing skills
● Experience analyzing data and providing answers to ad-hoc customer questions
● Strong work ethic and high level of professionalism
● Experience using Salesforce and Excel
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.
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.
Salary Range: $60,000.00 to $110,000.00 annually bonus benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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Salary : $60,000 - $110,000
