Implementation Manager

The role

You will guide new and existing restaurant brands through Olo's products and services, managing a portfolio of implementation projects. You will also troubleshoot customer issues, train customers on integration best practices, and work with product and other cross-functional teams.

What you will do

• Manage a portfolio of projects involving product and platform integration work and ensure successful outcomes.
• Provide advanced technical troubleshooting and support for customer implementations, escalating according to protocol.
• Train customers on product integration best practices and troubleshooting.
• Act as a partner to the product team to amplify product changes and ensure the team understands their business and customer impact.
• Identify and advocate for new product enhancements that benefit customers or internal operations.
• Work with external product partners to resolve bugs in active customer implementations.
• Serve as a point of escalation across teams and navigate issues through to resolution.
• Participate in initiatives to improve implementation velocity with Olo leadership and the Implementation Team.
• Advise customers on best practices for their environments where Olo's products are implemented.
• At times, support Sales with technical product discovery for new opportunities.

Required qualifications

• 5+ years experience managing customer relationships, relevant project or account management work, 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
• Ability to solve problems using available resources and explain problems and resolutions clearly
• Ability to consume technical details at varying levels of complexity to accomplish project objectives
• Ability to be on-call after-hours and weekends or work a non-traditional shift
• Ability to travel occasionally

Nice to have

• Experience with Asana, Jira, Salesforce, Google Suite, and Zendesk

Before you apply

• Olo's Applicant Privacy Notice (United Kingdom) applies to applications.

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.