Senior Implementation Specialist
Job description
A Senior Implementation Specialist role at Olo, guiding new and existing restaurant brands as they join the Olo Platform or expand their tech stack. The role sits in Olo's Customer Experience Team and leads implementation projects across product domains.
At a glance
- Employment
- Full-time
- Work mode
- Remote · United Kingdom
What you'll do
- 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 we're looking for
- 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.
- Ability to be on-call after-hours and weekends or work a non-traditional shift, as business needs arise.
Nice to have
- Preferred experience with Asana, Jira, Salesforce, Google Suite, and Zendesk.
- Familiarity with Loyalty and Marketing SaaS products is a plus.
Your team
Customer Experience Team
The team helps guide new and existing restaurant brands as they join the Olo Platform or expand their tech stack.
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About Olo
A leading SaaS platform accelerating digital transformation in the restaurant industry
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.
Mission
Accelerating technology's positive impact and creating a world where every restaurant guest feels like a regular.
Key facts
- Restaurant technology / SaaS
- Over 800 restaurant brands trust Olo
- Network of more than 400 integration partners
- Processes millions of orders each day on its open SaaS platform