Implementation Lead - GDP - Olo

Job Title: Implementation Lead - GDP
Job Location: NYC or Remote
Job Listing URL: https://jobs.lever.co/olo/e696799f-5718-4598-b6ae-e4baf9493f49
Job Description: 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