Onboarding Consultant

ACTO Technologies; Ontario (CA); Remote; USD 50,000 - 57,000; Full time

Benefits offered by this job

Remote work

MacBook provided

Home office budget

Monthly work-from-home allowance

Flexible hours

Group benefits

Job summary

ACTO is seeking a Customer Success professional to lead end-to-end implementations of ACTO Omnichannel for Pharmaceutical and Biotech organizations. You will be the onboarding strategist and primary project manager, guiding customers through implementation, governance, and successful go-lives.

Role blends platform expertise, onboarding best practices, and structured project management to deliver measurable value with a remote-first setup across Ontario and beyond.

Qualifications

• Experience leading end-to-end implementations and onboarding strategies for enterprise customers.
• Ability to guide customers through implementation, ensuring governance and go-lives.
• Strong communication and relationship-building skills for long-term adoption.

Responsibilities

• Own project plan creation, scope, timelines, milestones, and roles; leverage AI for planning and prioritization.
• Lead all client communications, setting agendas, capturing decisions, and sending follow-ups.
• Coordinate across Product, Data, Engineering, Sales, Services, and CS to ensure smooth execution.
• Identify risks, manage changes, and maintain project momentum with proactive governance.

Skills

Onboarding

Project management

Cross-functional coordination

Customer success

Tools

Wrike

Zoom AI notes

ChatGPT

Claude

Gemini

Job description

Customer Success Full Time Ontario Remote $70,000 - $80,000 CAD per year

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 (healthcare professional) interactions 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 Overview

In this expanded role, you will lead end-to-end implementations of ACTO Omnichannel across Pharmaceutical and Biotech organizations. You will operate as both a trusted onboarding strategist and the primary project manager, responsible for guiding customers through implementation, ensuring cross-functional alignment, maintaining project governance, and driving successful go-lives.

Your blended responsibilities allow for a seamless experience for clients, combining ACTO platform expertise, onboarding best practices, and a structured project management approach to deliver measurable value.

What you’ll do

Implementation & Customer Enablement

• Lead the implementation of ACTO Omnichannel capabilities for Established & Emerging Pharmaceutical companies, as well as Enterprise and SMB MedTech companies.
• Understand the customer’s goals, success criteria, and strategic vision for ACTO, and develop a clear & achievable implementation plan.
• Confidently provide product demonstrations and guidance, including ACTO’s AI-enabled capabilities and appropriate use cases, to ensure stakeholder buy‑in ahead of go‑live.
• Build strong relationships with customers by equipping them with the knowledge, tools, and confidence needed for long‑term adoption and success.
• Coach clients on strategies for running a successful launch and sustaining adoption.
• Work cross-functionally to improve implementation strategies, processes, and best practices, including identifying repeatable workflows that can be enhanced or automated through AI.
• Provide structured feedback to Product, Engineering, and Customer Success to reduce friction and enhance the implementation experience.

Project Planning & Governance

• Own the creation, maintenance, and communication of the project plan, including scope, timelines, milestones, dependencies, and roles/responsibilities; leverage AI tools to strengthen planning, sequencing, risk identification, and prioritization.
• Lead all communications and sessions, ensuring all stakeholders understand objectives, deliverables, and success metrics; use AI-generated meeting notes, including Zoom AI notes, to support pre-call planning, prepare and send client agendas in advance, capture decisions and action items, and send timely follow-up emails.
• Maintain clear responsibility mapping for complex implementations.
• Facilitate regular project governance meetings with client stakeholders and ACTO leadership, as required.

Execution & Cross‑Functional Coordination

• Coordinate tasks across Product, Data, Engineering, Sales, Services, and Customer Success teams to ensure seamless execution, as needed.
• Track deliverables, dependencies, risks, and blockers, escalating strategically to maintain project momentum.
• Ensure internal teams are aligned and informed of project status, upcoming needs, and customer expectations.
• Lead change management discussions when customer‑side scope, timelines, or requirements shift.
• Use approved AI tools, including ACTO AI and, where authorized, ChatGPT, Claude, Gemini, and other platforms, to streamline repetitive administrative work, improve efficiency, and create capacity for higher‑value client and project activities.

Risk, Issue & Change Management

• Proactively identify potential risks and challenges during implementation.
• Develop and communicate mitigation plans to both clients and internal teams.
• Maintain a change log and ensure stakeholders approve adjustments to scope or timelines.
• Resolve both forecasted and unexpected issues, ensuring minimal disruption to the project schedule.

Documentation & Reporting

• Ensure thorough project tracking via Wrike, using AI-generated meeting notes and summaries where appropriate to capture deadlines, decisions, action items, interactions, risks, and project progression.
• Maintain up-to-date project status reports, dashboards, timelines, and client-facing materials for stakeholders and internal teams via Wrike, using AI tools to improve consistency, structure, and formatting while validating outputs for accuracy and completeness.
• Ensure customer data privacy and security standards are followed throughout implementation, including when using AI tools and AI-generated content.
• Provide structured handoffs to Customer Success Team post‑launch with complete and accurate documentation.
• Strong written and verbal communication skills, including the ability to simplify complexity.
• Exceptional project management and organizational skills, including the ability to leverage AI to improve planning, prioritization, and execution.
• Business empathy to foster deep, consultative relationships with clients.
• Ability to manage multiple projects in fast‑paced and dynamic environments.
• Attention to detail and a strong sense of accountability.
• Demonstrated resourcefulness and problem-solving ability, with sound judgment in selecting, prompting, and validating AI tools for the task at hand.
• Eagerness to learn and continuously improve both team and customer outcomes, including staying current on evolving AI capabilities and sharing practical best practices with the team.
• Comfort navigating ambiguity to create project structure where needed.
• Working knowledge of generative AI and agentic AI, including when and how to use each appropriately and the ability to build simple AI agents or workflows to support individual productivity and recurring tasks.

What you’ll enjoy about ACTO

• Industry‑leading, multiple award‑winning technology;
• Being part of a mission driven organization with the ability to drive solutions that focus on improving patient outcomes;
• Joining a results‑driven and collaborative culture;
• Remote work with opportunities for in‑person collaboration;
• Company MacBook;
• Budget for work‑from‑home set‑up;
• Monthly work‑from‑home allowance;
• Flex hours (overlapping with our core hours);
• 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 applicants selected for an interview will be contacted.