Implementation Lead

Summary

Join Olo's Customer Experience Team as an Implementation Lead, focusing on Customer Data Platform and Marketing solutions. You will work directly with clients, providing subject matter expertise throughout their deployment cycle. Leveraging your communication and organizational skills, you'll guide customers through implementation, ensuring they understand product functionality and rapidly recognize value. This individual contributor role requires experience in restaurant software integrations and managing enterprise-level accounts. The position offers remote work flexibility within the U.S. or at Olo's NYC headquarters and a competitive compensation package. You will build email/sms/push notification marketing with brands, work with third-party integration solutions, and independently complete configuration and setup tasks. You'll also collaborate with other teams to improve processes and advocate for clients.

Requirements

• Bachelor's degree or equivalent work experience
• 5+ years experience as an Account/Project Manager or other related field
• 2+ years of experience with configuring and implementing integrations internally or for customers
• 2+ years experience managing Enterprise level accounts
• Experience developing, scaling, and maintaining successful implementation of new products and features
• Experience using CRM tools such as Salesforce.com
• Passion for creating an excellent customer experience and an interest in advocating for clients
• Experience thinking critically, and being able to convey complex details to internal and external partners in a concise fashion
• An understanding of webhook and API integrations at a high level and capacity to document details of data source, data points and transmission methods
• Excellent project management experience
• Avid interest in the restaurant technology industry
• Outstanding ability to thoughtfully explain problems and resolutions
• Legally able to work in the United States

Responsibilities

• Become a subject matter expert through the implementations of our targeted guest marketing and Guest Data Platform solutions
• Build email/sms/push notification marketing with brands during the deployment phase to transfer knowledge in a practical sense. This will involve partnering with the brand to design layout, transitioning their approved images and copy etc. from incumbent systems
• Work with third party integration solutions; understanding the data that they feed into the data platform and how the brand leverages that data in their marketing campaigns
• Independently complete configuration and setup tasks, reporting progress to relevant stakeholders
• Guide customers through implementation to understand product functionality to rapidly recognize value through adoption
• Keep track of your contributions towards department KPIs and report weekly on project progress
• Oversee and participate in monthly deployment forecasting to ensure adherence to goals and reliable projections
• Advocate for the customers in conversations and planning with our Product team
• Drive cross-functional relationships with other teams in your product’s business unit
• Work with Senior Leadership to develop process improvement projects and delegate improvements to our knowledge base; guide the team to implement changes and lead team training opportunities
• Work in collaboration with the Professional Services and Customer Success Management Team to provide a seamless transition following customer launch of Engage

Preferred Qualifications

• Experience with Restaurant Operations or Marketing software solutions
• Experience using tools such as Zendesk and Jira
• Experience using SendGrid or similar email API
• Experience with data analyzation tools such as Looker, Tableau, or Snowflake
• Experience with Loyalty Programs

Benefits

• 20 days of paid time off
• 10 separate sick days
• 11 holidays, plus year-end closure
• Health, dental, and vision coverage for yourself and your family
• A 401k match
• Remote-office stipend
• A generous parental leave plan
• Volunteer time off
• Gift matching policy
• Remote work