Implementation Specialist - Menu

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 an Implementation Specialist, reporting directly to a Technical Implementation Team Lead, you'll play a pivotal role on Olo's Customer Experience Team, helping to guide new and existing brands on Olo's Menu product and integrations. Your role involves advocating for customer needs, navigating project plans, and solving issues as they arise to ensure that projects run smoothly from start to finish. You'll work semi-independently with both customers and internal teams to ensure that communication is clear and projects are on track. You are aware of implementation and deployment fundamentals, and are eager to become well versed in Olo’s suite of products and services, starting with our core menu offering.

You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

What You'll Do

• Semi-independently leads the execution of a portfolio of standard implementation menu work to ensure successful outcomes.
• Regularly reviews implementation progress to ensure all menu building deliverables are on track for timely completion.
• Adheres to standard project plans and checklists based on contract scope and schedules.
• Actively participates in resolving key implementation issues presented by customers.
• At times, provides recommendations on initiatives to improve implementation velocity in collaboration with leadership and peers.
• Leads customers through the implementation process in all phases including system setup, configuration, and training for the core menu product.
• Understands customer’s goals through active communication and listening
• Works within the context of internal workflows to efficiently implement menu solutions.
• Provides regular updates on implementation projects progress and status.
• May be required to conduct work associated with Professional or Managed Services agreements.

What We'll Expect From You

• 2+ years experience managing customer relationships or relevant project or account management work.
• Experience creating an excellent customer experience and demonstrated ability advocating for customers.
• Strong project management skills, including capability to manage towards critical deadlines by leveraging internal stakeholders.
• Demonstrated ability to train customers on best practices to support strong program performance.
• Demonstrated ability to solve problems using available resources, and thoughtfully explain problems and resolutions.
• Preferred experience with Asana, Jira, Salesforce, Google Suite, and Zendesk 
• Legally able to work in the United States.

About Olo

Olo (NYSE: OLO) is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Each day, Olo processes millions of orders on its open SaaS platform, gathering the right data from each touchpoint into a single source—so restaurants can better understand and better serve every guest on every channel, every time. Over 700 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology’s positive impact and creating a world where every restaurant guest feels like a regular. 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, on the 82nd floor of One World Trade Center.

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, a generous parental leave plan, volunteer time off, gift matching policy, and more!

Our best estimate of the compensation range for this opportunity is $54,500 - $74,100 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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