Senior Implementation Specialist, Guest Engagement

Summary

Join Olo's Customer Experience Team as a Senior Implementation Specialist! Reporting to the Implementation Team Lead, you will guide new and existing restaurant brands onboarding the Olo Platform or expanding their tech stack. Leverage your product and industry knowledge to support customer goals and business processes. Provide increasingly complex product expertise, collaborating with various teams. You'll lead project execution, partner with cross-functional teams, act as a subject matter expert, and champion customer needs. Contribute to improving implementation velocity and product functionality based on customer feedback. This role requires experience in customer relationship management, project management, and integration implementation.

Requirements

• Have 3+ years experience managing customer relationships, relevant project or account management work, or integration implementation work
• Have experience creating an excellent customer experience and demonstrated ability to advocate for customers
• Have awareness of project management practices, including ability to self manage towards critical deadlines by leveraging internal stakeholders and/or external partners
• Have demonstrated experience training relevant customers stakeholders on product best practices to support strong program performance
• Have demonstrated ability to solve problems using available resources, and thoughtfully explain problems and resolutions
• Have demonstrated capacity to consume technical details at varying levels of complexity to successfully accomplish project objectives

Responsibilities

• Lead execution of a portfolio of projects focusing on varying levels of complexity through the lens of Loyalty, Coupon and SSO Integrations
• Be adaptable to defined processes to ensure successful customer outcomes
• Effectively partner with cross-functional teams responsible for all stages of implementation projects including customers and Olo functional representatives to ensure cohesive communication
• Act as a subject matter expert for specific products to efficiently and autonomously guide customers through product adoption
• Champion customer’s needs when working with multiple stakeholders on project execution
• Working with the customer, provide troubleshooting and support for customer implementations addressing issues where possible and/or escalating according to established protocol with cross-functional teams
• Help report bugs associated with implementations to Olo's Engineering teams and work with those teams to resolve customer issues. Manage any escalations that arise and collaborate with team members on potential solutions
• Remain up to date on product changes and updates and understand the impact to the business and customer experience
• At times, provide recommendations on initiatives to improve implementation velocity in collaboration with Olo leadership and the Implementation Team
• May provide insights to product and engineering teams that help improve product functionality in response to customer feedback or experiences with implementation
• May be required to conduct work associated with Professional or Managed Services agreements

Preferred Qualifications

• Have preferred experience with Asana, Jira, Salesforce, Google Suite, and Zendesk
• Be able to be on-call after-hours and weekends or work a non-traditional shift, as business needs arise
• Be able to travel occasionally, as needed

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
• Incentive compensation
• Remote work option