About the position
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.
Responsibilities
- Lead the implementation of Email and SMS marketing solutions, becoming the go-to expert for our customers.
- Guide customers through every step, from initial consultation and in-depth training to identifying opportunities for quick wins and maximizing platform adoption.
- Provide strategic advice and best practices, ensuring customers 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.
- Actively shape and improve internal processes and best practices, offering feedback that refines our customer experience.
- 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.
- Collaborate seamlessly with Project Managers, Customer Support, Professional Services, and Customer Success Teams.
- Independently manage and execute all configuration and setup tasks, meticulously reporting progress to relevant stakeholders.
Requirements
- 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.
- A high-level understanding of webhook and API integrations.
- Exceptional critical thinking skills and the ability to communicate complex information clearly and concisely.
- A genuine interest in the restaurant industry.
- The ability to articulate your perspective and engage in constructive debate.
- The flexibility to travel as needed to support our customers and team.
Nice-to-haves
- Zendesk
- SendGrid
- Salesforce
- Confluence
- Slack
- Twilio
- Experience with loyalty platforms
- Experience in or serving the restaurant industry
Benefits
- 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
- 401k match
- Remote-office stipend
- Generous parental leave plan
- Volunteer time off
- Gift matching policy
