Implementation Specialist - Menu

At the core of all Olo brands is their menu. We’re looking for someone who can work closely with brands to configure menus that promote a smooth customer experience while maintaining operational efficiency for store employees. If you are motivated to find creative solutions for our customers, have a focus on providing great hospitality, and always aim to improve our product and processes, we'd love to hear from you!
The Implementation Specialist plays a crucial role in Olo’s Customer Success Team by working directly with our customers to provide expert-level support. Reporting to the Associate Director, Implementation Specialists, you will work with our customers to understand their unique goals and business processes, providing expert knowledge to help our clients, and Olo, evolve.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC at 99 Hudson Street in Tribeca.

What You'll Do

• Be a knowledge expert for specific areas of Olo's platform and how they relate to menu management.
• Provide ongoing support and engagement to customers as they adopt and use Olo menu tools, and manage their online menu.
• Understand Olo's developing product offerings as they relate to our customers’ dynamic business and technology needs, work closely with our product team to advocate for new product feature requests, and ensure customer feedback is incorporated into roadmap development decisions.
• Understand each customer’s organizational dynamics and engage with decision makers to discover core initiatives; help customers achieve their goals by applying Olo’s suite of products and services.
• Liaise between customer, internal departments, and partners to provide clear and accurate program guidance for customers.
• Report bugs to Olo’s Engineering team to resolve customer issues as soon as possible and outline creative solutions to presented problems.
• Complete internal-facing and customer-facing documentation to provide training and communicate product enhancements regularly.

What We'll Expect From You

• 2+ years experience managing midsize enterprise customers or relevant project management work.
• Avid interest in the restaurant technology industry and customer service.
• Passion for creating an excellent customer experience and an interest in advocating for clients.
• Excellent project management skills, including experience working with other departments and external partners, and executing against deadlines.
• Outstanding ability to thoughtfully articulate problems and resolutions.
• Provide feedback on internal processes to improve the customer experience and adapt to evolving products as you contribute to their performance and efficacy.
• Strong knowledge of Excel (can manage vast amounts of data).
• Ability to collaborate across multiple teams and complete independent work as needed.
• Top-notch skills in communication, writing, and presenting, along with the ability to educate clients on operational best practices to increase program performance.
• Legally able to work in the United States.

Nice to Have

• Experience using CRM tools such as Salesforce.com.
• Experience using tools such as Jira.
• Experience using ticketing systems like Zendesk to direct and control the processing and resolution of customer support issues.

About Olo
Olo is the engine of hospitality powering the restaurant industry's digital transformation. As a leading open SaaS platform, we enable over 600 restaurant brands to jointly reach 85 million connected guests across approximately 84,000 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, fully paid health, dental and vision care premiums, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!
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