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Onboarding Consultant

Customer SuccessFull TimeOntarioRemote$70,000 - $80,000 CAD per year

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**Job Type: Full-time

**Role Type: Permanent

**Location: Remote, Canada

**Compensation: $70,000-80,000 CAD base salary

**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 proj…