• Minimum 2+ years relevant work experience in customer success, account management, enterprise sales, or other related fields (Restaurant and/or SaaS experience strongly preferred)
• Excellent project management skills and experience applying internal resources and external partners to accomplish deadlines
• A curiosity that fuels inquisition, self-learning and ultimately, autonomy
• Experience in Zendesk, Jira, Asana, Looker or Salesforce a plus
• Experience in writing internal documentation and client facing collateral
• Legally able to work in the U.S

Desirable

• We are looking for a Customer Success Manager (CSM) who will be a constant connection between our cherished customers and our company
• As the client’s internal advocate, you are entrusted with ensuring our clients are wildly successful with our solution
• You are accomplished in building strong relationships, managing through change, passionate about technology, concise and borderline obsessed with customer satisfaction
• This is a full time position reporting to the Customer Success Lead
• You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC
• Manage a portfolio of 30+ customers, to develop a trusted-advisor relationship with partners and executive sponsors to drive product adoption and ensure clients are leveraging the solution to achieve their business goals
• Be the internal customer champion by advocating for the prioritization of needed product enhancements, and manage customer expectations accordingly
• Maintain overall customer health metrics including NPS and CSAT surveys, Year-over-year sales, order error monitoring, customer feedback, etc
• Proactively address discovered issues, and act as the main point of contact for escalations
• Conduct Executive Business Reviews (EBR's) to demonstrate Return on investment through Olo products, promote adoption, deepen engagement, and highlight progress towards the customer's business priorities
• Advise and empower clients with best practices on leveraging our solutions to ensure product adoption and ultimately the achievement of their desired business objectives and outcomes
• Help troubleshoot by identifying potential issues and liaising effectively towards a resolution with various internal teams including Specialists, Support, Engineering, and Product
• Collaborate closely with Customer decision makers including IT, Marketing, and Operations to identify and drive key goals both for Olo and the customer
• Provide effective consultation based on client needs by identifying performance improvement opportunities as well as sharing insights & advice for optimizing platform utilization