Documo

Implementation Specialist

• Successfully managing customer onboarding and implementation projects from kickoff to completion
• Ensuring customers are set up correctly and effectively using Documo products
• Collaborating with internal teams to address technical or process challenges
• Serving as a trusted advisor during implementation and providing ongoing guidance for adoption
• Contributing to customer satisfaction, retention, and long-term product value
• Lead post-sales onboarding and implementation of Documo products
• Configure solutions to meet customer requirements and business processes
• Develop project plans, timelines, and success criteria for each implementation
• Conduct technical workshops, training sessions, and knowledge transfer with customer teams
• Identify and resolve potential technical or operational challenges during implementation
• Ensure customers understand how to use Documo products effectively
• Provide guidance on best practices, workflows, and integrations
• Monitor adoption metrics and proactively address usage gaps
• Collect customer feedback to inform process improvements and product enhancements
• Partner with Customer Success, Sales, and Product teams to ensure smooth delivery and alignment
• Communicate project status, risks, and solutions to internal stakeholders and customers
• Serve as a technical point of contact for customers during the implementation lifecycle
• Stay informed about industry trends, product updates, and best practices
• Document processes, workflows, and integration configurations
• Contribute to the development of templates, guides, and playbooks to improve implementation efficiency

Implementation Consultant

Business Development Rep

• Monitor existing account usage, contract terms, and organizational changes to identify expansion, upsell, and cross-sell opportunities
• Conduct proactive outreach to existing customer contacts through persona based, tactical prospecting campaigns through all channels (phone, email, social media)
• Qualify expansion opportunities based on usage patterns, contract timing, and stated customer needs
• Book and hand off qualified meetings to Account Managers
• Flag renewal timing and account health signals to Account Managers as they come up in the course of outreach
• Proactively partner with Account Managers and marketing to drive growth within current customer base
• Keep Salesforce CRM updated with accurate activity, pipeline, and opportunity status
• Share feedback with Customer Success and Product on expansion trends and customer needs
• Build a solid understanding of Documo's product suite (cloud fax, IDP, eSign, API integrations) to speak credibly with existing customers about additional use cases
• Hit monthly and quarterly metrics for calls, emails, meetings booked, and expansion pipeline generated
• Stay current on industry trends and competitive dynamics in healthcare and other regulated verticals

Implementation Consultant

Account Development Representative – ADR