Senior Implementation Specialist, Olo
Guest Engagement
$64.5-88.3k
+ This role is also eligible for incentive compensation
On-demand commerce platform for restaurants
Be an early applicant
On-demand commerce platform for restaurants
501-1000 employees
Be an early applicant
$64.5-88.3k
+ This role is also eligible for incentive compensation
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
- You are experienced in standard implementations and upsells, have a focus on providing great hospitality, and are a model of the art of collaboration
- 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
- Ability to be on-call after-hours and weekends or work a non-traditional shift, as business needs arise
- Ability to travel occasionally, as needed
What the job involves
- As a Senior Implementation Specialist, reporting directly to the Implementation Team Lead, 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 product offerings 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, Engineers, Support, Partners, and Leadership teams
- Leads execution of a portfolio of projects focusing on varying levels of complexity through the lens of Loyalty, Coupon and SSO Integrations
- 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
- Help report bugs associated with implementations to Olo's Engineering teams and work with those teams to resolve customer issues. Manage any escalations that arise and collaborate with team members on potential solutions
- 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 and engineering 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
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
Articles
Leadership
Noah Glass
(CEO)Experience as International Expansion Manager of Endeavor Global, Inc. from 2003 to 2005. CEO of GoMobo.com since 2005.
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