Managed Services Specialist - Customer Enablement (GTA)

Collage; Toronto; Remote; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Remote work

In-person collaboration (GTA)

Job summary

ACTO Technologies is seeking a Managed Services Specialist to join our Customer Enablement team in the GTA. The role focuses on delivering managed services to pharmaceutical and medical technology clients, driving adoption of ACTO Omnichannel, and developing client-ready training and guides.

The position emphasizes delivering health checks, audits, and proactive issue management while aligning with client goals and ensuring data security.

Qualifications

• 2+ years of experience in software implementation.
• Experience with agile implementation approaches.
• Strong written and verbal communication skills.
• Attention to detail and ability to work in a fast paced, team environment.
• An empathic approach to develop business rapport and foster strong client relationships.

Responsibilities

• Lead and support the delivery of Managed Services to clients with services, including:
• Create and manage assets, forms and content in ACTO Omnichannel.
• Deliver training workshops and develop custom guides.
• Run health checks and audits on domains as per package scope.
• Manage ticket submission and tracking upon issue identification.
• Align on customer vision and goals to drive a clear, results-focused plan.
• Drive client adoption through product demonstrations and milestone delivery.
• Foster strong client relationships and empower them to become ACTO Advocates.
• Document client interactions and journey.
• Prioritize data security for clients.
• Proactively manage forecasted and unexpected changes and issues.
• Collaborate cross-functionally to improve value provided by Services Team.

Skills

Software implementation

Agile implementation

Communication skills

Time management

Attention to detail

Client relationship building

Ownership and resourcefulness

Empathy in client interactions

Education

Bachelor or Diploma in Life Sciences

Job description

Managed Services Specialist - Customer Enablement (GTA)

Customer Success Full Time TORONTO, ON Remote $60,000 - $70,000 CAD per year

Job Location: Greater Toronto Area, Remote-first

About us:

ACTO is an Intelligent Field Excellence (IFE) platform built for life sciences that unifies human intelligence with empathetic AI to help Sales, Medical, Market Access, and Marketing teams improve customer engagement and brand performance. With ACTO, biopharma companies can ensure field professionals are always competent, confident, and credible in face-to-face HCP interactions, while providing senior leaders and frontline managers with the insight they need to drive continuous field force effectiveness. As a validated platform compliant with FDA 21 CFR Part 11 and SOC 2 Type II certified, ACTO is the trusted partner for intelligent field excellence in the life sciences industry.

Role Summary:

As a Managed Services Specialist, you will be part of a team responsible for providing managed services support for established and emerging pharmaceutical companies as well as enterprise and SMB medical technology companies. This is a key role in the client journey and provides a high level of value to clients at all stages.

In this role, you’ll be responsible for:

• Leading and supporting the delivery of Managed Services to clients with services, including:


• Creation and management of assets, forms and content in ACTO Omnichannel;


• Training delivery including workshops and development of custom guides;


• Running health checks and audits on domains, as per package scope;


• Management of ticket submission and tracking upon the identification of issues.


• Aligning on customer vision and goals, and driving a clear, results-focused plan to success with urgency and precision.


• Driving client adoption through product demonstrations and milestone delivery.


• Fostering strong client relationships, equipping them to become ACTO Advocates.


• Effective documentation of client interactions and journey.


• Prioritizing data security for clients.


• Proactively manage and resolve both forecasted & unexpected changes and issues.


• Work cross-functionally to continuously improve on the value provided by the Services Team.

To be successful in this role, you’ll need:

• 2+ years’ experience in software implementation.


• Experience with agile implementation approaches.


• Bachelor or Diploma in Life Sciences, Applied Science, or equivalent.


• A demonstrated and proven successful track record in generating and executing on implementation plans.


• Strong written and verbal communication skills.


• Attention to detail and ability to work in a fast paced, team environment.


• Strong sense of ownership, showing resourcefulness in the face of challenges.


• Excellent time management skills, with well-defined personal habits and systems for prioritizing and completing work.


• An empathic approach to develop business rapport & foster strong working relationships with clients, especially around key milestones and product functionality.
  

Bonus points if you have:

• Experience within the Life Sciences / Healthcare industry.


• Experience working in a SaaS company.
  

What you’ll enjoy about ACTO:

• Industry leading, multiple award-winning technology.


• Competitive compensation package.


• Being part of a mission driven organization with the ability to drive solutions. that focus on improving patient outcomes.


• Results-driven and collaborative culture.


• Remote work with opportunities for in-person collaboration (for those in the GTA).


• Company MacBook.


• Participation in group benefits plan.

At ACTO we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process.

We may use AI-powered tools during parts of our hiring process to help review applications and support candidate communication. These tools are designed to assist our team, but all final hiring decisions are made by human recruiters and hiring managers. If you have any questions or concerns about this process, please let us know.

We thank everyone for their interest in ACTO, only those applicants that have been selected for an interview will be contacted.