View Our Website View All Jobs

Senior Customer Success Manager

The Olo Customer Success Management team is responsible for ensuring success of our customers and 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 the digital ordering platform.  

The ideal candidate will be skilled in building strong customer relationships, passionate about technology, have exceptional communication skills, and have a passion for providing great customer service experiences.

Responsibilities include:

  • Maintaining and enhancing overall customer well being by monitoring customer health, proactively addressing any issues, and acting as an escalation point of contact.
  • Managing a portfolio of 30+ high touch, enterprise customers, deeply engaged with the Olo product suite, running multiple products on top of the base ordering platform (Delivery, Switchboard, API partners, etc).
  • Collaborating with multiple touch points 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.).
  • Communicating requested product enhancements (customer roadmap requests) internally, utilizing Jira and manage customer expectations on the deliverable of these requests.
  • Providing 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.
  • Ensuring customers receive optimum levels of service and maintain high levels of customer satisfaction resulting in increasing customer loyalty and client retention.
  • Advocating customer needs/issues cross-departmentally and working to both help 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.  
  • Work with Olo’s Strategic/Enterprise Accounts, including travel to customers’ HG for Quarterly Business Reviews, attending franchisee conferences, etc.  

Requirements:

  • BA/BS degree.
  • 5+ years of Customer Success/Account Management/Strategist or Relationship Manager (SaaS experience preferred).
  • 2+ years managing Strategic/Enterprise Accounts.
  • Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience).
  • Capability as credible and effective C-level advisor/coach, especially around change management (cultural, technical and business).
  • 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 your clients and delivering long term value.
  • Excellent verbal and written communication skills - you consistently stand-out as a relationship builder amongst your peers.
  • Weekend, evening, and emergency on call work is a possibility.

 

About Olo

Olo is the on-demand interface for the restaurant industry, powering digital ordering and delivery for over 200 restaurant brands. Olo’s enterprise-grade software powers every stage of the digital restaurant transaction, from fully-branded user interfaces to the back-of-house order management features that keep the kitchen running smoothly. Orders from Olo are injected seamlessly into existing restaurant systems to help brands capture demand from on-demand channels such as branded website and apps, third-party marketplaces, social media channels, and personal assistant devices like the Amazon Echo. Olo is a pioneer in the industry, beginning with text message ordering on mobile feature phones in 2005. Today, millions of consumers use Olo to order ahead (SKIP THE LINE®) or get meals delivered from the restaurants they love. Customers include Applebee’s, Chili’s, Chipotle, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Red Robin, Shake Shack, sweetgreen, Wingstop, and more.

Olo is located at 26 Broadway in the historic Standard Oil Building, the former home of John D. Rockefeller.  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!

At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are consistently underrepresented across the tech sector and we are fully committed in doing our part to move the needle.

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!

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

150