Implementation Manager

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.

Your new role

• Responsible for a portfolio of projects involving product and platform integration work with various intricacies and evolving objectives and ensures successful outcomes.
• Displays expert levels of understanding of Olo’s breadth of product offerings and how they interact with customers’ tech stacks.
• Working with the customer, provides advanced technical troubleshooting and support for customer implementations addressing issues where possible and/or escalating according to established protocol with cross-functional teams.
• Plays an active role in partnerships to support ongoing product and integration developments.
• Leads efforts to identify and advocate for potential new product enhancements that can benefit customers or internal operations.
• As needed, work with external product partners to resolve bugs that occur in an active customer implementation.
• Conducts customer training on proper product integration best practices and troubleshooting.
• Acts as a partner to the product team to amplify product changes and updates, ensures the team is educated on them, and fully understands the impact to the business and customer experience.
• Actively participates in initiatives to improve Implementation velocity in collaboration with Olo leadership and the Implementation Team.
• Identifies and understands our customers’ unique environment where Olo's products are implemented and provides guidance on best practices.
• At times, may collaborate with Sales to participate in technical product discovery work in support of new opportunity business objectives.
• Acts as a point of escalation across teams and responsible for navigating the issue through to resolution.
• May partner with people managers to review metrics and identify opportunities to improve efficiencies.
• May be required to conduct work associated with Professional or Managed Services agreements.

• 5+ years experience managing customer relationships, relevant project or account management work, or integration implementation work
• Experience creating an excellent customer experience and demonstrated ability advocating for customers
• Awareness of project management practices, including ability to self manage towards critical deadlines by leveraging internal stakeholders and/or external partners
• Demonstrated ability to solve problems using available resources, and thoughtfully explain problems and resolutions
• Demonstrated capacity to consume technical details at varying levels of complexity to successfully accomplish project objectives
• Preferred experience with Asana, Jira, Salesforce, Google Suite, and Zendesk

• Ability to be on-call after-hours and weekends or work a non-traditional shift, as business needs arise.
• Ability to travel occasionally, as needed.