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.
We are seeking a Senior Implementation Specialist to join our Customer Experience team, specializing in our Marketing Automation solution. In this role, you’ll be a pivotal resource, guiding our customers through the entire deployment cycle of our marketing automation platform and providing ongoing strategic support.
You’ll leverage your deep understanding of marketing principles and technology to act as a subject matter expert, directly collaborating with customers to understand their unique business goals and operational workflows. Your empathy, exceptional communication, and strong organizational skills will be key in translating their needs into effective solutions within Olo’s platform.
This position is ideal for someone passionate about helping businesses thrive through technology. You’ll not only facilitate successful implementations but also contribute to the evolution of both our clients’ marketing strategies and Olo’s product offerings.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.
What You’ll Do
- Lead the implementation of Email and SMS marketing solutions, becoming the go-to expert for our customers. You’ll guide them through every step, from initial consultation and in-depth training to identifying opportunities for quick wins and maximizing platform adoption.
- Empower brands by providing strategic advice and best practices, ensuring they leverage our marketing solutions to achieve their unique business objectives.
- Contribute to impactful weekly reports for both solo-led and in collaboration with your partnered Project Manager, providing valuable insights on project progress and customer success.
- Actively shape and improve internal processes and best practices, offering feedback that refines our customer experience. This includes continuously iterating on both internal and external documentation to enhance clarity and efficiency.
- Take ownership of your performance, understanding and being accountable for achieving your individual and department Key Performance Indicators (KPIs).
- Champion the voice of the customer in discussions and planning sessions with our Product team, ensuring their needs and feedback are integrated into future product enhancements.
- Collaborate seamlessly with Project Managers, Customer Support, Professional Services, and Customer Success Teams to ensure a holistic and positive customer journey.
- Independently manage and execute all configuration and setup tasks, meticulously reporting progress to relevant stakeholders to maintain transparency and alignment.
What We’ll Expect From You
- We’re looking for a highly motivated and experienced professional with a passion for marketing technology and a knack for guiding customers to success.
- 2+ years of experience working in a high-volume, real-time SaaS organization, with a specific focus on marketing technology.
- 1+ year of experience in client management or relevant project management work. You’re comfortable juggling multiple priorities, keeping projects on track, and fostering strong client relationships.
- A high-level understanding of webhook and API integrations and not afraid to dig into the technical details.
- Exceptional critical thinking skills and the ability to communicate complex information clearly and concisely, both verbally and in writing, to both technical and non-technical audiences.
- A genuine interest in the restaurant industry. You understand the unique challenges and opportunities businesses face in this dynamic sector.
- The ability to articulate your perspective and engage in constructive debate, while effectively using relevant tools to document, prioritize, and deliver robust solutions.
- The flexibility to travel as needed to support our customers and team.
Nice to Have
- Zendesk
- SendGrid
- Salesforce
- Confluence
- Slack
- Twilio
- Experience with loyalty platforms
- Experience in or serving the restaurant industry
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 750 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, 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!
At Olo, we believe bringing together people with varied experiences and viewpoints leads to better results. Don’t check every box in the job description? Research shows many qualified candidates hold back from applying unless they meet all listed requirements. We’re committed to creating a genuine workplace where everyone can contribute their best work—this improves our decision-making and helps us better serve our communities. So if you’re enthusiastic about this role but your background doesn’t align perfectly with every qualification, we encourage you to apply anyway. You might be exactly the right fit for this or other positions.
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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