Implementation Consultant

Job title    Implementation Consultant

Team    Customer Success & Account Management

Reports to    Director, Customer Success

Role Purpose

The Implementation Consultant plays a critical role in ensuring the successful post-sales delivery of Documo's products. This role focuses on onboarding, configuring, and implementing solutions for customers while driving adoption and long-term value.

The ideal candidate will partner closely with Customer Success, Product, and Sales teams to ensure smooth implementations, help customers achieve their desired outcomes, and provide technical guidance during the adoption process.

Success in This Role Looks Like

• 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

Key Responsibilities

Deliverables/Outcomes

Implementation & Onboarding

• 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

Customer Enablement & Adoption

• 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

Collaboration & Communication

• 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

Knowledge & Continuous Improvement

• 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

What You Bring

• 3+ years of experience in technical consulting, solutions consulting, or implementation of SaaS products
• Strong technical aptitude and ability to learn new systems quickly
• Experience with post-sales delivery, onboarding, and configuration of complex software solutions
• Excellent communication, presentation, and interpersonal skills
• Strong organizational skills and ability to manage multiple projects simultaneously
• Customer-focused mindset with problem-solving and troubleshooting skills
• Knowledge of API integrations

Bonus Points For

• Experience in the healthcare industry
• Knowledge of data mapping, or workflow automation
• Experience with Salesforce, Jira, Asana, or other CRM/project management tools
• Experience creating technical documentation or customer training materials