Senior Implementation Specialist, Guest Data Platform

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 hospitality at scale, helping brands to do more with less, and making every guest feel like a regular.

The Olo team is looking for someone with experience in Marketing to join the Customer Experience Team as a Senior Implementation Specialist. You will be focused on our Marketing and Guest Data Platform (GDP) solutions.

The Senior Implementation Specialist 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 and beyond.

A successful Senior Implementation Specialist 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, and Olo, evolve.

You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

What You'll Do

• Become a subject matter expert through the implementations of our Email and SMS marketing and Guest Data Platform solutions.
• Guide customers in all things related to these solutions, including customer consultations, training, and identifying opportunities for rapid time to value and adoption.
• Advise and empower brands with best practices and expertise in applying our Marketing and GDP solutions to achieve their desired goals.
• Contribute to weekly reports produced by your partnered Deployment Manager.
• Provide feedback to shape internal processes and best practices improving the customer experience through continued iteration of internal and external documentation.
• Understand and be accountable to your assigned and department key performance indicators.
• Advocate for the customer in conversations and planning with our Product team.
• Partner with the Deployment, Customer Support, and Customer Success Teams.
• Independently complete configuration and setup tasks, reporting progress to relevant partners.

What We'll Expect From You

• 2+ years of work experience in high-volume, real-time SaaS organization specializing in Marketing technology or a Guest Data Platform.
• 1 or more years experience managing clients or relevant project management work.
• An understanding of webhook and API integrations at a high level and capacity to document details of data source, data points, and transmission methods.
• Experience thinking critically and with written and verbal customer communication with company partners focusing on conveying complex details in a concise fashion.
• The ability to disagree and debate articulately while using relevant tools to document, prioritize, and robustly deliver.
• An interest in the restaurant industry.

Nice to Have

• Zendesk
• SendGrid
• Salesforce
• Slab or Confluence
• Slack
• Twilio
• Experience in or serving the restaurant industry