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Customer Success Manager

Olo


1 month ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service


Olo Customer Success Managers are responsible for advocating and supporting customers to ensure their success in utilizing Olo’s platform. They  are a constant connection between the Olo Specialist and Support Teams and the customer. This role is responsible for managing deliverables for key customer accounts to ensure the highest levels of customer satisfaction.  This individual will also work with the Olo Specialist Team to deliver best in class utilization of Olo’s digital ordering platform.
The ideal candidate will have a passion for technology and building strong customer relationships. They will be a skilled communicator and project manager, all while providing great customer service.
 
You can work at Olo's headquarters on the 82nd floor of One World Trade Center or remotely from anywhere in the U.S. In fact, more than half our team is remote!



Responsibilities
  • Maintain and enhance overall customer wellbeing by monitoring customer health, proactively addressing issues, and acting as an escalation point of contact.
  • Collaborate closely with multiple contacts within the customer’s organization including IT, Marketing, Operations, and customer partners to identify and drive key goals for customer success (e.g., driving digital ordering sales volumes, support adoption of new Olo products, KPI goal alignment, etc.).
  • Communicate requested product enhancements (customer roadmap requests) internally, utilizing Jira and manage customer expectations on the deliverable of these requests.
  • Work with our Specialist team to facilitate efficient and successful post deployment implementation projects for customers.
  • Provide effective consultation based on client needs, e.g., identified performance improvement opportunities highlighted in Brand Snapshot, App reviews, Google Analytics reports, etc. as well as sharing insights & advice for optimizing platform utilization.
  • Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction resulting in increased customer loyalty and client retention.
  • Advocate customer needs/issues cross-departmentally; working together to solve issues and identify upsell opportunities for the Customer Relationship Managers.
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value.



Requirements
  • BA/BS degree or equivalent.
  • Minimum 2+ years relevant work experience in account management, enterprise sales, or other related field (SaaS experience preferred).
  • Excellent project management skills and experience leveraging internal resources and external partners to execute against deadlines.
  • Passion for delivering customer success and a strong interest in advocating for clients and delivering long term value.
  • Excellent verbal and written communication skills - you consistently stand-out as a relationship builder amongst your peers.
  • Legally able to work in the United States.
COVID-19 Impact
 
Olo is committed to the well-being of candidates, employees and our community. The  Olo NYC Headquarters will be closed for the foreseeable future because of the global outbreak of COVID-19. While an in-person interview is typical for many roles at Olo, we will conduct interviews via video conferencing while our HQ is closed. Olo benefits from the fact that over half of our workforce is remote, therefore we are accustomed to conducting interviews via video conferencing and we anticipate no impact on our recruiting timelines. We encourage candidates to share any concerns or questions with Olo’s recruiting team.
 
About Olo
 
Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points – from a brand’s own website or app, third party marketplaces, social media platforms, smart speakers, and home assistants. Olo serves as the on-demand ordering and delivery platform for over 300 brands, such as Applebee’s, Checkers & Rally’s, Cheesecake Factory, Chili’s, Dairy Queen, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Portillo’s Hot Dogs, Shake Shack, sweetgreen, Wingstop, and more. Learn more at www.olo.com.
 
Olo's headquarters is located on the 82nd floor of One World Trade Center.  We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). Check out our culture map:https://www.olo.com/images/culture.jpg.
 
We encourage you to apply! 
 
Olo is an equal opportunity employer and diversity is highly valued at our company. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.
 
If you like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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