Implementation Specialist, Guest Engagement
NYC or Remote
Customer Experience – Implementation /
Full-Time /
Remote
Olo is looking for a customer-centric enthusiast to join our Customer Experience Team as an Implementation Specialist. The Implementation Specialist has a specific focus on implementation and continued support of our Guest Engagement solutions - tools our customers use to drive sales on Olo and incentivize customers to return.
Implementation Specialists play a crucial role within Olo's Customer Experience Team by working directly with our customers to provide expert-level support, collaborate with them to understand their unique goals and business processes, and provide in-depth knowledge to help our clients, and Olo, evolve.
You will report to the Implementation Team Lead and can work remotely from anywhere in the U.S. or at Olo's headquarters in NYC.
What You'll Do
- Be a knowledge expert for the onboarding and management of Olo's loyalty and coupon integrations for both the internal team and customers.
- Manage multiple projects with competing timelines and varying processes.
- Be the main contact for our customers' third-party Loyalty partners, and collaborate with those partners to configure and maintain testing environments for new project implementations.
- Provide ongoing support to customers as they adopt, use, and manage Olo products by responding to customer tickets escalated by the Support Team through Zendesk or other communication platforms.
- Investigate complicated technical concepts to gain product knowledge, and engage with Olo's existing and developing product offerings to make meaningful suggestions that align with our customers' dynamic business and technology needs.
- Work with the Product team to advocate for new feature requests and ensure customer feedback is incorporated into product roadmap planning.
- Work with the Olo Developer Support and Guest Engagement Engineering teams to delegate technical questions and guide communication between the customer and Olo's technical teams.
- Help report bugs to Olo's Engineering teams and work with those teams to urgently resolve customer issues
- Collaborate with the customer, internal departments, and partners to provide clear and accurate program guidance for customers, and facilitate project implementations.
- Provide feedback and help define internal processes and best practices to improve the customer experience through continued iteration of internal and external documentation.
What We'll Expect From You
- 2+ years experience managing customer relationships or relevant project management work.
- Experience creating an excellent customer experience and an interest in advocating for customers.
- Excellent project management skills, including experience working with other departments and external partners, and executing against deadlines.
- Outstanding ability to solve problems using available resources, and thoughtfully explain problems and resolutions.
- Strong Excel knowledge - you can easily manage vast amounts of data.
- Experience working with detailed procedures and program guidelines.
Nice to Have
- Experience using CRM tools such as Salesforce.
- Experience using tools such as Zendesk and Jira.
- Experience with or interest in loyalty and rewards programs or similar tools.
- Experience in the E-commerce sector.
About Olo
Olo is the engine of hospitality powering the restaurant industry's digital transformation. As a leading open SaaS platform, we enable over 700 restaurant brands to jointly reach 85 million connected guests across approximately 80,000 locations. More than two million orders per day run on Olo's platform, allowing brands to maximize the convergence of digital and brick-and-mortar operations while raising the bar on hospitality. The result: brands do more with less and make every guest feel like a regular. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. You have likely used Olo and not even known it! Learn more at olo.com.
We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, located in Tribeca.
We offer great benefits, such as 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, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!
Our best estimate of the compensation range for this opportunity is $54,668 - $78,377 annually depending on the experience you bring and your location. This role is also eligible for incentive compensation. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.
We encourage you to apply!
We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.
