Senior Implementation Specialist - Guest Engagement

Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions enable brands to do more with less and make every guest feel like a regular.

​​As a Senior Implementation Specialist, reporting directly to the Implementation Team Lead, you'll play a pivotal role in Olo's Customer Experience Team, helping to guide new and existing restaurant brands as they join the Olo Platform, or expand their tech stack. You will contribute to the evolution of Olo’s product offerings by leveraging your product and industry knowledge to support the unique goals and business processes of our customers. You'll also provide increasingly complex product expertise to customers, and collaborate with Project Managers, Technical Specialists, Product Managers, Engineers, Support, Partners, and Leadership teams. You are experienced in standard implementations and upsells, have a focus on providing great hospitality, and are a model of the art of collaboration.

What You'll Do

• Leads execution of a portfolio of projects focusing on varying levels of complexity through the lens of Loyalty, Coupon and SSO Integrations.

• Is adaptable to defined processes to ensure successful customer outcomes

• ​​Effectively partners with cross functional teams responsible for all stages of implementation projects including customers and Olo functional representatives to ensure cohesive communication.

• Acts as a subject matter expert for specific products to efficiently and autonomously guide customers through product adoption.

• Champions customer’s needs when working with multiple stakeholders on project execution.

• Working with the customer, provides 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.

• Remains up to date on product changes and updates and understands the impact to the business and customer experience.

• At times, provides recommendation 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.

What We'll Expect From You

• 3+ years experience managing customer relationships, relevant project or account management work, or integration implementation work. 

• Experience creating an excellent customer experience and demonstrated ability to advocate for customers.

• Awareness of project management practices, including ability to self manage towards critical deadlines by leveraging internal stakeholders and/or external partners.

• Demonstrated experience training relevant customers stakeholders on product best practices to support strong program performance.

• Demonstrated ability to solve problems using available resources, and thoughtfully explain problems and resolutions.

• Demonstrated capacity to consume technical details at varying levels of complexity to successfully accomplish project objectives.

• Preferred experience with Asana, Jira, Salesforce, Google Suite, and Zendesk.

• Ability to be on-call after-hours and weekends or work a non-traditional shift, as business needs arise.

• Ability to travel occasionally, as needed.

About Olo

Olo (NYSE: OLO) is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Each day, Olo processes millions of orders on its open SaaS platform, gathering the right data from each touchpoint into a single source—so restaurants can better understand and better serve every guest on every channel, every time. Over 700 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology’s positive impact and creating a world where every restaurant guest feels like a regular. Learn more at olo.com.

We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, on the 82nd floor of One World Trade Center.

We offer great benefits, such as 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, and more!

Our best estimate of the compensation range for this opportunity is $64,500 - $88,350 annually, depending on the experience you bring and your location. This role is also eligible for incentive compensation. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

We encourage you to apply!

We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status. 

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