Senior Implementation Specialist

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.