Implementation Lead - GDP

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.

The Olo team is seeking a strong implementation enthusiast with experience in Restaurant Software Integrations to join the Customer Experience Team as an Implementation Lead. This position will be focused on our Customer Data Platform and Marketing solutions and is an individual contributor opportunity. 

Reporting to the Engage Implementation Team Lead, the Implementation Lead plays a crucial role within Olo’s Customer Experience Team by working directly with our customers to provide subject matter expertise throughout our customers’ deployment cycle.

A successful Implementation Lead 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 adopt our best in class marketing and guest automation tools. 

You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC on the 82nd floor of One World Trade Center.

What You’ll Do

• Become a subject matter expert through the implementations of our targeted guest marketing and Guest Data Platform solutions
• Build email/sms/push notification marketing with brands during the deployment phase to transfer knowledge in a practical sense. This will involve partnering with the brand to design layout, transitioning their approved images and copy etc. from incumbent systems
• Work with third party integration solutions; understanding the data that they feed into the data platform and how the brand leverages that data in their marketing campaigns 
• Independently complete configuration and setup tasks, reporting progress to relevant stakeholders
• Guide customers through implementation to understand product functionality to rapidly recognize value through adoption
• Keep track of your contributions towards department KPIs and report weekly on project progress
• Oversee and participate in monthly deployment forecasting to ensure adherence to goals and reliable projections
• Advocate for the customers in conversations and planning with our Product team
• Drive cross-functional relationships with other teams in your product’s business unit
• Work with Senior Leadership to develop process improvement projects and delegate improvements to our knowledge base; guide the team to implement changes and lead team training opportunities
• Work in collaboration with the Professional Services and Customer Success Management Team to provide a seamless transition following customer launch of Engage

What We’ll Expect From You

• Bachelor's degree or equivalent work experience
• 5+ years experience as an Account/Project Manager or other related field
• 2+ years of experience with configuring and implementing integrations internally or for customers
• 2+ years experience managing Enterprise level accounts
• Experience developing, scaling, and maintaining successful implementation of new products and features
• Experience using CRM tools such as Salesforce.com 
• Passion for creating an excellent customer experience and an interest in advocating for clients
• Experience thinking critically, and being able to convey complex details to internal and external partners in a concise fashion
• An understanding of webhook and API integrations at a high level and capacity to document details of data source, data points and transmission methods
• Excellent project management experience
• Avid interest in the restaurant technology industry
• Outstanding ability to thoughtfully explain problems and resolutions
• Legally able to work in the United States

Nice to Have

• Experience with Restaurant Operations or Marketing software solutions
• Experience using tools such as Zendesk and Jira
• Experience using SendGrid or similar email API
• Experience with data analyzation tools such as Looker, Tableau, or Snowflake
• Experience with Loyalty Programs

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 750 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 $77,000 - $104,975 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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