• 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

• Identify, design, and deploy AI-driven solutions that solve core business challenges and optimize internal workflows. • Serve as our internal AI champion; continuously evaluating our operations and building tools that drive efficiency, automation, and scale. • Bridge the gap between abstract business needs and functional, AI-powered systems. • Leverage modern vibe-coding platforms and low-code/no-code ecosystems to rapidly prototype and deploy scalable solutions.

• Design & Optimize Implementation Strategies: Develop new engagement models to support varying customer needs, from enterprise rollouts to strategic phased deployments. Improve and refine the methodology for complex implementations, ensuring scalability and efficiency. Identify themes and develop best practices to positively impact future implementations. • Lead High-Touch, Enterprise Implementations: Build and establish strong relationships with enterprise customers, collaborating to understand business objectives and tailor implementation strategies. Oversee multi-phase implementations with complex technical integrations, ensuring timely completion and successful execution. Assist customers in deploying Invoca’s JavaScript, integrating with MarTech platforms, and optimizing workflows. Become an expert on the Invoca platform, training customers on core functionalities, integrations, APIs, and webhooks. • Agentic AI Expertise: Lead the deployment of Agentic AI workflows, ensuring autonomous agents are properly integrated into the customer’s broader MarTech ecosystem. • Executive Stakeholder Management: Facilitate steering committees, ensuring key stakeholders are aligned on project milestones, risks, and strategic goals. Act as a trusted advisor to customer executives, influencing decisions and ensuring project success. • Resource Management: Maintain accurate project records, track milestones, and ensure adherence to implementation Service Level Objectives using project management and CRM tools. • Executive Communication & Risk Mitigation: Proactively identify potential risks, dependencies, and roadblocks in enterprise projects, escalate as necessary, and develop mitigation strategies to ensure a positive implementation experience. Provide clear, data-driven reporting to executive leadership on implementation performance, customer adoption trends, and engagement impact. • Cross-Functional Collaboration: Work closely with Sales, Sales Engineering, Product, and Customer Success teams to ensure smooth pre-sales to implementation transitions. Gather insights and advocate for enterprise customer needs with Product & Engineering, influencing feature enhancements and roadmap decisions. • Global Market Alignment: Maintain an early-morning Central or Eastern Time (CT/ET) schedule to provide direct implementation oversight and real-time consultation for UK and European customers.

• Design, deploy, configure, and support Delinea PAM solutions • Install and configure Delinea Secret Server • Configure privileged access policies • Implement JIT and JEA access where applicable • Integrate with SIEM platforms, ITSM tools, and DevOps platforms