Implementation Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee a portfolio of projects that involve product and platform integration, ensuring successful results.

• Exhibit a deep understanding of Olo’s product offerings and their integration with customers’ technology infrastructures.

• Provide high-level technical troubleshooting and support for customer implementations, escalating issues to cross-functional teams as necessary.

• Assist in the ongoing development of products and integrations through collaborative partnerships.

• Recognize and advocate for product improvements that benefit both customers and internal processes.

• Collaborate with external product partners to address and resolve implementation bugs.

• Facilitate customer training sessions on best practices for product integration and troubleshooting.

• Work alongside the product team to communicate updates and changes to products, explaining their impact on business and customer experience.

• Engage in initiatives aimed at enhancing implementation speed.

• Recognize the unique implementation environments of customers and offer best-practice recommendations.

• Collaborate with Sales on technical product discovery as needed.

• Act as a cross-team escalation point, guiding issues to resolution.

• Review performance metrics with people managers to identify opportunities for efficiency improvements.

• Conduct tasks associated with Professional or Managed Services agreements when required.

• Report directly to a member of the Implementation Senior Leadership Team.

• Collaborate with Project Managers, Technical Specialists, Product Managers, Support, Leadership, and other cross-functional colleagues.

⛳️ Requirements

• Over 5 years of experience in managing customer relationships, relevant project or account management, or integration implementation work.

• Proven experience in creating an exceptional customer experience and a demonstrated ability to advocate for customers.

• Familiarity with project management methodologies.

• Capacity to self-manage toward critical deadlines by effectively utilizing internal stakeholders and/or external partners.

• Proven ability to solve problems using available resources, with a thoughtful approach to explaining issues and solutions.

• Demonstrated ability to understand technical details at various levels of complexity to successfully meet project goals.

• Preferred familiarity with Asana, Jira, Salesforce, Google Suite, and Zendesk.

• Willingness to be on-call after hours and on weekends, or to work non-traditional shifts as business needs arise.

• Ability to travel occasionally when necessary.

🏝️ Benefits

• Full-time employment.

• Fully remote work from any location within the UK.

• Flexibility to work remotely.

• Occasional travel as required.