Implementation Manager

Olo; United Kingdom; Remote; GBP 70,000 - 105,000; Full time

Job summary

Olo is a leading restaurant technology provider whose cloud-based platform powers orders, payments and guest engagement for thousands of brands across the globe. As an Implementation Manager, you will join the Customer Experience Team to guide new and existing brands through complex integrations and product adoption from start to finish.

You'll work with Project Managers, Technical Specialists and Product Managers to optimize customer outcomes, provide advanced troubleshooting, train customers

Qualifications

• 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

Responsibilities

• Manage 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.

Skills

Customer relationship management

Project management

Communication

Problem solving

Technical literacy

Tools

Asana

Jira

Salesforce

Google Suite

Zendesk

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

Your new role

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.

How You'll Make An Impact

• 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.

What Will Set You Up For Success

• 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

Other Requirements

• 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.

About Olo

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 800 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.

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