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Senior Implementation Specialist

Olo

Role overview

Qualifications

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

Responsibilities

  • Leads execution of a portfolio of projects with varying levels of complexity through the lens of your respective product domains.
  • 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.
  • Provides troubleshooting and support for customer implementations addressing issues where possible and/or escalating according to established protocol with cross-functional teams.

Key facts

Hard skills

Other skills

  • Problem Solving
  • Communication
  • Collaboration

About the company

Olo logo

Olo

Computer Software / SaaS

Olo was born out of a simple idea: What if you could order and pay for a coffee from your phone and have it ready upon arrival at the cafe? We got to work in 2005, sending text message orders to printers—two years before the iPhone would change the world. While the hospitality industry is still in the early innings of its digital transformation, we remain committed over two decades later to helping restaurants, convenience stores, and supermarkets scale online ordering and delivery, make data-driven business decisions, and personalize the guest experience on- and off-premise. As a leading open SaaS platform, we reach 85 million connected guests across approximately 80,000 locations, processing more than two million orders per day on average. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. Over 700 restaurant brands trust Olo to grow their sales, do more with less, and make every guest feel like a regular.

Company details

Company typeLarge
IndustryComputer Software / SaaS
Company size501 - 1000

Links

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Job description

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.

This role is fully remote, offering you flexibility to work from anywhere within the UK.

Your new role

As a Senior Implementation Specialist, reporting directly to the Senior Manager, Implementation, 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 Engage Suite 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, Support, 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.


How You’ll Make An Impact
  • Leads execution of a portfolio of projects with varying levels of complexity through the lens of your respective product domains.
  • 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. 
  • 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 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 Will Set You Up For Success
  • 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.
  • Familiarity with Loyalty and Marketing SaaS products is a plus.

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

    • About Olo

    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 800 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.

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    Marcus Rivera

    Chief Revenue Officer

    m.rivera@company.com
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