Senior Implementation Specialist

The role

You will guide new and existing restaurant brands through implementation on the Olo platform. You will lead projects, train customer teams and act as a product expert for the Engage Suite.

What you will do

• Lead execution of a portfolio of implementation projects of varying complexity.
• Partner with cross-functional teams across all stages of implementation projects.
• Act as subject matter expert for specific products and guide customers through product adoption.
• Champion customer needs when working with multiple stakeholders.
• Provide troubleshooting and support for customer implementations, escalating per protocol where needed.
• Stay up to date on product changes and understand their impact on the business and customer experience.
• Recommend initiatives to improve implementation speed with Olo leadership and the Implementation Team.
• Provide insights to product teams based on customer feedback and implementation experience.
• May conduct work associated with Professional or Managed Services agreements.

Required qualifications

• 3+ years experience managing customer relationships, relevant project or account management, or integration implementation work.
• Experience creating an excellent customer experience and advocating for customers.
• Awareness of project management practices and ability to self-manage towards critical deadlines.
• Demonstrated experience training customer stakeholders on product best practices.
• Demonstrated ability to solve problems and explain problems and resolutions clearly.
• Demonstrated capacity to understand technical details at varying levels of complexity.
• Ability to be on-call after hours and weekends or work a non-traditional shift, as business needs arise.

Nice to have

• Experience with Asana, Jira, Salesforce, Google Suite and Zendesk.
• Familiarity with Loyalty and Marketing SaaS products.

Before you apply

• Must be able to be on-call after hours and weekends or work a non-traditional shift.

About the company

Olo is a restaurant technology provider offering ordering, payment and guest engagement solutions on an open SaaS platform. Over 800 restaurant brands use Olo and its network of more than 400 integration partners.