Customer Communications Manager

Olo reaches millions of consumers by powering mobile and online ordering for many of the country’s largest restaurant chains. Mobile ordering and payments is an exciting and active industry full of interesting players and yet still a relatively untapped market ripe for disruption.

We are looking for an internal customer satisfaction champion who will drive our client success through improved insights, satisfaction benchmarking, and communication with all of our enterprise restaurant clients. You will be Olo’s point person for measuring and reporting on customer insights as well as developing content programs in support of client needs.

* Drives communications and satisfaction benchmarking program for entire client roster. * Owns systems for managing the communications, support, contact management, and organization of all current clients. * Interfaces with Account Management, Support, and Product teams to drive a successful client communications program. Maintains a ‘create-and-iterate’ mentality to optimize support materials throughout the product experience. * Develops and owns product release communications plan and liaises with internal teams on public-facing product communications. * Serves as Olo’s customer satisfaction champion. Reports to executive team, measures progress vs. improvement goals, and provides recommendations to improve customer experience. * Manages marketing collateral arsenal of new materials as well as ensuring legacy content is fresh as the product evolves. * Develops strategy and support materials for customer-focused events. * Member of triage team during any realtime operational situation. * Assists Marketing team with insights, reporting, and customer segmentation.

* You are equally comfortable in the roles of customer success advocate, marketer, and product expert. * You have a proven ability to engage various stakeholders and deliver insights that will drive improvements in the customer experience. * You have 3-5 years experience managing client communications and customer success programs. * You have developed both brand-wide and segmented, persona-based campaigns for a diverse customer base. * You are a natural content creator and are obsessed with engagement metrics. * You are a creative, flexible problem solver and love to drive new programs from scratch and iterate on existing ones. * You have a legal right to work in the U.S. **Beneficial** * Experience in marketing or product roles at startup or growth-stage company (enterprise SaaS, API-based, etc.). * Experience creating both brand-wide and persona-based campaigns within a complex technology environment. * Experience with driving and managing content programs in HubSpot.