Senior Implementation Specialist

Responsibilities

• 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.
• 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.
• Leads execution of a portfolio of projects with varying levels of complexity through the lens of your respective product domains.
• Effectively partners with cross functional teams responsible for all stages of implementation projects including customers and Olo functional representatives to ensure cohesive communication.
• 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.
• 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.
• 3+ years experience managing customer relationships, relevant project or account management work, or integration implementation work.
• Awareness of project management practices, including ability to self manage towards critical deadlines by leveraging internal stakeholders and/or external partners.

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