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Implementation Specialist, Engage at Olo

New York City, United States

Job Descrption

The Olo team is looking for someone with experience in Marketing to join the Customer Experience Team as an Implementation Specialist. You will be focusing on our Engage solutions.
The Implementation Specialist plays a crucial role within Olo’s Customer Experience Team by working directly with our customers to provide subject matter expertise throughout our customers implementation cycle and beyond.
A successful Implementation Specialist will use their empathy, communication, and organizational skills to work with our customers to understand their unique goals and business processes, providing in-depth knowledge to help our clients, and drive Olo to achieve our financial goals.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

What You'll Do

Become a subject matter expert through the implementations of our Email and SMS marketing, survey, and listings solutions.
Guide customers in all things related to these solutions, including customer consultations, training, and identifying opportunities for rapid time to value and adoption.
Advise and empower brands with best practices and expertise in applying our Marketing, Sentiment, and Listings solutions to achieve their desired goals.
Contribute to weekly reports produced by your partnered Project Manager.
Provide feedback to shape internal processes and best practices improving the customer experience through continued iteration of internal and external documentation.
Understand and be accountable to your assigned department key performance indicators.
Advocate for the customer in conversations and planning with our Product team .
Partner with the Implementation, Customer Support, and Customer Success Teams.
Independently complete configuration and setup tasks, reporting progress to relevant partners.

What We'll Expect From You

1+ years of work experience in a high-volume, real-time SaaS organization specializing in Marketing technology.
1 or more years experience managing clients or relevant project management work.
Experience thinking critically and with written and verbal customer communication with company partners focusing on conveying complex details in a concise fashion.
An interest in the restaurant industry.
The ability to disagree and debate articulately while using relevant tools to document, prioritize, and robustly deliver.

Nice to Have

Survey solutions experience
Listing solutions experience
Experience in or serving the restaurant industry
Zendesk
SendGrid
Salesforce
Confluence
Slack
Twilio

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.
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