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.

This role is fully remote, offering you flexibility to work from anywhere within the UK.

As an Implementation Manager, reporting directly to a member of the Implementation Senior Leadership Team, you'll play a pivotal role in Olo's Customer Experience Team, helping to guide new and existing brands at their most transformative points to leverage Olo's products and services. Your work will directly impact the evolution of Olo’s product offerings by leveraging your product and industry knowledge to understand and address the unique goals and business processes of our customers. You'll also provide increasingly complex product expertise to customers, and collaborate with Project Managers, Technical Specialists, Product Managers, Support, and Leadership teams. You will have a direct impact on change management initiatives throughout the organization, and work alongside cross-functional peers to identify and contribute to process improvements, finding efficiencies to provide a seamless customer experience. 

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.