Senior Implementation Specialist - Marketing Automation

Employment Type: Full-Time Location Type: Remote (U.S. or NYC Headquarters)

Position Overview

Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry. We help customers deliver more personalized and profitable guest experiences through our digital ordering, payment, and guest engagement solutions.

We are seeking a Senior Implementation Specialist to join our Customer Experience team, specializing in our Marketing Automation solution. In this role, you will be a pivotal resource, guiding our customers through the entire deployment cycle of our marketing automation platform and providing ongoing strategic support. You will leverage your deep understanding of marketing principles and technology to act as a subject matter expert, directly collaborating with customers to understand their unique business goals and operational workflows. Your empathy, exceptional communication, and strong organizational skills will be key in translating their needs into effective solutions within Olo's platform.

This position is ideal for someone passionate about helping businesses thrive through technology. You will not only facilitate successful implementations but also contribute to the evolution of both our clients' marketing strategies and Olo's product offerings.

Responsibilities

• Lead the implementation of Email and SMS marketing solutions, becoming the go-to expert for our customers. Guide them through every step, from initial consultation and in-depth training to identifying opportunities for quick wins and maximizing platform adoption.
• Empower brands by providing strategic advice and best practices, ensuring they leverage our marketing solutions to achieve their unique business objectives.
• Contribute to impactful weekly reports for both solo-led and in collaboration with your partnered Project Manager, providing valuable insights on project progress and customer success.
• Actively shape and improve internal processes and best practices, offering feedback that refines our customer experience. This includes continuously iterating on both internal and external documentation to enhance clarity and efficiency.
• Take ownership of your performance, understanding and being accountable for achieving your individual and department Key Performance Indicators (KPIs).
• Champion the voice of the customer in discussions and planning sessions with our Product team, ensuring their needs and feedback are integrated into future product enhancements.
• Collaborate seamlessly with Project Managers, Customer Support, Professional Services, and Customer Success Teams to ensure a holistic and positive customer journey.
• Independently manage and execute all configuration and setup tasks, meticulously reporting progress to relevant stakeholders to maintain transparency and alignment.

Requirements

• Highly motivated and experienced professional with a passion for marketing technology and a knack for guiding customers to success.
• 2+ years of experience working in a high-volume, real-time SaaS organization, with a specific focus on marketing technology.
• 1+ year of experience in client management or relevant project management work. Comfortable juggling multiple priorities, keeping projects on track, and fostering strong client relationships.
• A high-level understanding of webhook and API integrations and not afraid to dig into the technical details.
• Exceptional critical thinking skills and the ability to communicate complex information clearly and concisely, both verbally and in writing, to both technical and non-technical audiences.
• A genuine interest in the restaurant industry. Understanding the unique challenges and opportunities businesses face in this dynamic sector.
• The ability to articulate your perspective and engage in constructive debate, while effectively using relevant tools to document.

Company Information

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.