Senior Implementation Specialist

Summary

Join Olo's Customer Experience Team as a Senior Implementation Specialist, focusing on Marketing and Guest Data Platform (GDP) solutions. You will work directly with customers, providing subject matter expertise throughout their deployment cycle. Leverage your empathy, communication, and organizational skills to understand customer goals and business processes. This role offers remote work flexibility from anywhere in the U.S. or at Olo's NYC headquarters. You will guide customers, advise on best practices, contribute to reports, provide feedback, and advocate for customers. The ideal candidate possesses experience in high-volume SaaS organizations specializing in marketing technology or GDP, along with client management skills and a strong understanding of API integrations.

Requirements

• 2+ years of work experience in high-volume, real-time SaaS organization specializing in Marketing technology or a Guest Data Platform
• 1 or more years experience managing clients or relevant project management work
• An understanding of webhook and API integrations at a high level and capacity to document details of data source, data points, and transmission methods
• Experience thinking critically and with written and verbal customer communication with company partners focusing on conveying complex details in a concise fashion
• The ability to disagree and debate articulately while using relevant tools to document, prioritize, and robustly deliver
• An interest in the restaurant industry

Responsibilities

• Become a subject matter expert through the implementations of our Email and SMS marketing and Guest Data Platform solutions
• Guide customers in all things related to these solutions, including customer consultations, training, and identifying opportunities for rapid time to value and adoption
• Advise and empower brands with best practices and expertise in applying our Marketing and GDP solutions to achieve their desired goals
• Contribute to weekly reports produced by your partnered Deployment Manager
• Provide feedback to shape internal processes and best practices improving the customer experience through continued iteration of internal and external documentation
• Understand and be accountable to your assigned and department key performance indicators
• Advocate for the customer in conversations and planning with our Product team
• Partner with the Deployment, Customer Support, and Customer Success Teams
• Independently complete configuration and setup tasks, reporting progress to relevant partners

Preferred Qualifications

• Zendesk
• SendGrid
• Salesforce
• Slab or Confluence
• Slack
• Twilio
• Experience in or serving the restaurant industry

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
• Company equity
• A generous parental leave plan
• Volunteer time off
• Gift matching policy
• Remote work