Experienced Implementation Specialist for Guest Engagement – Remote (USA) – Customer Experience & Project Management

Join Olo's Customer Experience Team as an Implementation Specialist - Guest Engagement Olo is revolutionizing the restaurant industry's digital transformation, empowering over 700 restaurant brands to reach 85 million connected guests across approximately 80,000 locations. As a leading open SaaS platform, Olo enables brands to maximize the convergence of digital and brick-and-mortar operations, raising the bar on hospitality. We're now seeking an experienced Implementation Specialist to join our Customer Experience Team, focusing on Guest Engagement solutions that drive sales and incentivize customers to return.

About the Role

As an Implementation Specialist - Guest Engagement, you will play a crucial role in driving customer success by providing expert-level support, collaborating with customers to understand their unique goals and business processes, and offering in-depth knowledge to help our clients and Olo evolve. You will be the main point of contact for our customers' third-party Loyalty partners, manage multiple projects with competing timelines, and provide ongoing support to customers as they adopt, use, and manage Olo products.

Key Responsibilities

• 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, ensuring timely and effective execution.
• Collaborate with customers' third-party Loyalty partners to configure and maintain testing environments for new project implementations.
• Provide ongoing support to customers through Zendesk or other communication platforms, responding to customer tickets escalated by the Support Team.
• 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 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.
• Delegate technical questions to Olo's Developer Support and Guest Engagement Engineering teams, guiding communication between customers 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 customers, internal departments, and partners to provide clear and accurate program guidance, facilitating 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.

Essential Qualifications

To succeed in this role, you will need:

• 2+ years of 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, with the ability to easily manage vast amounts of data.
• Experience working with detailed procedures and program guidelines.

Preferred Qualifications

While not essential, the following skills and experience will be a significant advantage:

• 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.

What We Offer

Olo provides a comprehensive benefits package, including:

• Competitive salary ranging from $54,668 to $78,377 annually, depending on experience and location.
• Incentive compensation opportunities.
• 20 days of paid time off, 10 separate sick days, and 11 holidays plus year-end closure.
• Health, dental, and vision coverage for yourself and your family.
• 401k match and company equity.
• Remote-office stipend and generous parental leave plan.
• Volunteer time off and gift matching policy. Career Growth and Learning Benefits

As an Implementation Specialist - Guest Engagement, you will have opportunities to grow your career and develop new skills. You will be working with a talented team of professionals, and our customer-centric approach will help you develop a deep understanding of the restaurant industry and the technology that powers it. You will also have access to Olo's comprehensive training programs and ongoing support to help you succeed in your role.

Work Environment and Company Culture

Olo is a remote-friendly company, with over 75% of our team working remotely across the U.S. You can choose to work from our headquarters in Tribeca, NYC, or from anywhere in the U.S. We value diversity and are committed to building an inclusive and authentic workplace that is free from discrimination and harassment. If you are a motivated and customer-centric professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single qualification - we value diversity and are committed to building a diverse and inclusive team. and take the first step towards a rewarding career with Olo! We look forward to discussing your application and how you can contribute to Olo's continued success. Apply This Job Apply tot his job Apply tot his job Apply To this Job