About the Role
The Solutions Consultant is a customer‑facing, implementation‑focused role that partners closely with the BizOps Manager to deliver smooth technical onboarding and effective user training. Working with a product customers already love, you’ll map real-world workflows into a clean exacare configuration, build the playbooks that enable us to scale, and make onboarding feel effortless with a team of smart people. You’ll also be the voice of the customer, capturing urgent feedback and channeling customer insights back to Product and Engineering to drive rapid improvements. You will support pilots and full rollouts, coordinating across Strategy & Operations, Sales, and Engineering.
What You’ll Do
- Deliver onboarding and training: build role‑based curricula and quick‑start guides, lead live trainings and office hours, and record short Looms/tutorials
- Develop and maintain SOPs & documentation: create internal runbooks, checklists, and templates for onboarding and training; maintain customer‑facing help articles, FAQs, and how‑to guides.
- Continuously improve processes: run post-mortems after go‑lives, document lessons learned, and drive experiments that shorten time‑to‑value and improve training effectiveness.
- Support technical onboarding with our BizOps Managers: host standing implementation calls to understand the customers’ workflows and needs, then manage customer communications, timelines, risks, and status updates.
- Configure the exacare ai platform for new customers: set up environments, roles/permissions, data imports, basic integrations (e.g., SSO, file/API feeds), and workflow settings based on customer requirements.
- Provide technical support during onboarding: triage issues and partner with Engineering/Support to drive resolution; communicate updates clearly to customers.
- Maintain project hygiene across CRM/CS tools and project management systems; keep notes, tasks, and next steps organized and current.
What You’ll Bring
- 1+ years in consulting, banking, or in a B2B SaaS customer‑facing role (note: potential exception for new graduates with strong previous internship experience)
- Bachelor’s degree in Business, Engineering, or a related field.
- Strong communication and facilitation skills; confident with both executive stakeholders and frontline users.
- Process and documentation mindset; you enjoy turning complexity into clear SOPs, checklists, and guides.
- Technical aptitude; comfortable with product configuration, data mapping/CSV imports, basics of SSO/APIs/webhooks, and learning new tools quickly
- Strong relationship-building and client management skills — clear, articulate, friendly, and professional in customer interactions.
- High attention to detail and comfortable following and iterating on detailed SOPs
- Ability to thrive in a fast-paced, dynamic environment with shifting priorities and evolving processes.
- Ability to maintain a no-ego mindset and efficiently handle a variety of admin, technical and client-facing tasks.
- Healthcare exposure or familiarity with PHI/privacy considerations (e.g., HIPAA/PHIPA) is a plus.
Benefits and Perks
- Competitive salary and equity in a high-growth startup
- Paid time off at your discretion
- Hybrid work out of our beautiful Toronto office (Queen / Spadina)
- Medical, dental, and vision coverage
- Great start-up culture (e.g., company off-sites, casual attire, stellar snacks, ChatGPT premium)
Insight into our Core Values
Only the best belong here
We are unapologetic about talent. This should be the best team you have ever been on. Protecting that standard is how we honor each other’s time, ambition, and craft.
We work even harder to keep our partners than we did to earn them initially
The work does not stop when a customer first onboards to our platform. It deepens over time. We partner with operators, listening and learning about real problems, and translate that into solutions that help them succeed in practice. We earn trust through consistent delivery.
We keep the patient downstream of every decision
At the end of the day, this is about the patient. We get there by deeply respecting and reflecting on our purpose: to develop software that aids teams in delivering better care.
Raise the bar on ownership
We grow because people here go beyond the minimum. We invest extra effort, care, and ownership into what we build.
The world is moving fast. We move faster.
This is a race. We work hard, we move early, and we stay ahead of problems and competitors. If we slow down, someone else will pass us.
Radical candor, zero politics
We say what’s true, early, and we keep communication direct and clean so the team can move.
Bring good vibes and win together
We win as a team. We bring energy, support each other, and make the workplace somewhere people are excited to show up.
If this sounds like you, we'd love to have a chat!
