Customer Success Manager, Olo
$62-80k
Salary dependent on location
On-demand commerce platform for restaurants
Job no longer available
On-demand commerce platform for restaurants
501-1000 employees
Job no longer available
$62-80k
Salary dependent on location
501-1000 employees
Company mission
To give customers better, faster, and more personal service from the restaurants they love through its digital ordering and delivery platform.
Role
Who you are
- BA/BS degree or equivalent
- Minimum 2+ years relevant work experience in customer success, account management, enterprise sales, or other related fields (SaaS experience preferred)
- Excellent project management skills and experience applying internal resources and external partners to accomplish deadlines
- A curiosity that fuels inquisition, self-learning and ultimately, autonomy
- Experience in Zendesk, Jira, Asana, Looker or Salesforce a plus
- Legally able to work in the U.S
What the job involves
- Manage a portfolio of 30+ customers, to develop a trusted-advisor relationship with partners and executive sponsors to drive product adoption and ensure clients are leveraging the solution to achieve their business goals
- Be the internal customer champion by advocating for the prioritization of needed product enhancements, and manage customer expectations accordingly
- Maintain overall customer health metrics including NPS and CSAT surveys, Year-over-year sales, order error monitoring, customer feedback, etc
- Proactively address discovered issues, and act as the main point of contact for escalations
- Conduct Executive Business Reviews (EBR's) to demonstrate Return on investment through Olo products, promote adoption, deepen engagement, and highlight progress towards the customer's business priorities
- Help troubleshoot by identifying potential issues and liaising effectively towards a resolution with various internal teams including Specialists, Support, Engineering, and Product
- Collaborate closely with Customer decision makers including IT, Marketing, and Operations to identify and drive key goals both for Olo and the customer
- Provide effective consultation based on client needs by identifying performance improvement opportunities as well as sharing insights & advice for optimizing platform utilization
Our take
In recent years, there have been dramatic changes to the way the catering industry operates. The benefits of pandemic-imposed structures, such as digital ordering interfaces and delivery infrastructure, have outlived the reason they were brought on, as many restaurants have found these digital solutions provide both operational efficiency and additional revenue.
Olo provides all-in-one digital ordering and delivery platforms for restaurants, providing software interfaces for digital payments, menus and ordering, in addition to on-demand delivery. The platforms are provided in both mobile and web formats and facilitate both traditional and alternative ordering systems such as at kiosks, drive-thrus, and voice automated ordering. Whilst the company certainly faces competition from the variety of alternative digital ordering platforms for the catering industry, it stands out by providing an all-in-one solution, instead of focussing on just one area.
The company has partnered with catering giants such as Denny's and The Cheesecake Factory, whilst also providing affordable systems for small independent businesses. The latest addition to its offerings is the commercially available "Borderless" functionality, which has the potential to speed up and streamline payment at venues across Olo's network.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2019
$100m
SERIES D
Jan 2019
$18m
EARLY VC
Total funding: $181.3m
Company benefits
- Premium healthcare coverage
- For you and your family
- 20 days PTO, 10 sick days +
- 4 mental health days
- Flex work policy + remote office stipend
- 401(k) Match
- Company Equity
Company HQ
Tribeca, New York, NY
Leadership
Noah Glass
(CEO)Experience as International Expansion Manager of Endeavor Global, Inc. from 2003 to 2005. CEO of GoMobo.com since 2005.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 7 more jobs at Olo