Senior Implementation Specialist, Marketing Automation

Summary

Join Olo's Customer Experience team as a Senior Implementation Specialist for their Marketing Automation solution. Guide customers through the deployment cycle, providing strategic support and leveraging your marketing expertise. Collaborate with customers to understand their business goals and translate needs into effective solutions. Contribute to the evolution of clients' marketing strategies and Olo's product offerings. Work remotely from anywhere in the U.S. or at Olo’s NYC headquarters. This role involves leading implementations, providing strategic advice, contributing to reports, improving internal processes, and championing customer feedback.

Requirements

• 2+ years of experience working in a high-volume, real-time SaaS organization, with a specific focus on marketing technology
• 1+ year of experience in client management or relevant project management work. You're comfortable juggling multiple priorities, keeping projects on track, and fostering strong client relationships
• A high-level understanding of webhook and API integrations and not afraid to dig into the technical details
• Exceptional critical thinking skills and the ability to communicate complex information clearly and concisely, both verbally and in writing, to both technical and non-technical audiences
• A genuine interest in the restaurant industry. You understand the unique challenges and opportunities businesses face in this dynamic sector
• The ability to articulate your perspective and engage in constructive debate, while effectively using relevant tools to document, prioritize, and deliver robust solutions
• The flexibility to travel as needed to support our customers and team

Responsibilities

• Lead the implementation of Email and SMS marketing solutions, becoming the go-to expert for our customers. You'll guide them through every step, from initial consultation and in-depth training to identifying opportunities for quick wins and maximizing platform adoption
• Empower brands by providing strategic advice and best practices, ensuring they leverage our marketing solutions to achieve their unique business objectives
• Contribute to impactful weekly reports for both solo-led and in collaboration with your partnered Project Manager, providing valuable insights on project progress and customer success
• Actively shape and improve internal processes and best practices, offering feedback that refines our customer experience. This includes continuously iterating on both internal and external documentation to enhance clarity and efficiency
• Take ownership of your performance, understanding and being accountable for achieving your individual and department Key Performance Indicators (KPIs)
• Champion the voice of the customer in discussions and planning sessions with our Product team, ensuring their needs and feedback are integrated into future product enhancements
• Collaborate seamlessly with Project Managers, Customer Support, Professional Services, and Customer Success Teams to ensure a holistic and positive customer journey
• Independently manage and execute all configuration and setup tasks, meticulously reporting progress to relevant stakeholders to maintain transparency and alignment

Preferred Qualifications

• Zendesk
• SendGrid
• Salesforce
• Confluence
• Slack
• Twilio
• Experience with loyalty platforms
• 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
• A generous parental leave plan
• Volunteer time off
• Gift matching policy