CRM Consultant

Company Overview We are a trailblazing health tech company on a mission to revolutionize the nursing home & post acute space. Our innovative AI software is transforming the admissions process and care delivery in these settings. We are looking for a Solutions Consultant to join our growing team. The Solutions Consultant is a customer‑facing, implementation‑focused role that partners closely with the Business Operations 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 Customer Success, Strategy & Operations, Sales, and Engineering. 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 Business Operations Managers: host standing implementation calls to understand the customers’ workflows and needs, then manage customer communications, timelines, risks, and status updates. Configure the ExaCare 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; 1 - 2 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. ~ 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. ~ 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. Competitive salary and equity in a high-growth startup Hybrid work out of our beautiful Toronto office (Queen / Spadina) Medical, dental, and vision coverage company off-sites, casual attire, stellar snacks, ChatGPT premium) From the products we create and the services we provide, to the way we interact with our employees and customers. We are accountable to each other and the communities in which we operate. We give everyone ownership of their tasks and projects and everyone is expected to be proactive in finding solutions and overcoming challenges. We strive to continuously improve our processes and find ways to do things faster, without sacrificing quality or attention to detail. It's important for us to lead with an answer or solution, but to be flexible to others feedback. If this sounds like you, we'd love to have a chat