Senior Solutions Consultant

About the Role

Senior 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 Exa Care configuration, build 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 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 Business Operations Managers: host implementation calls, manage communications, timelines, risks, and status updates.
• Configure the Exa Care platform for new customers: set up environments, roles/permissions, data imports, basic integrations such as SSO, file/API feeds, and workflow settings based on customer requirements.
• Provide technical support during onboarding: triage issues, partner with Engineering/Support to drive resolution, and communicate updates clearly to customers.
• Maintain project hygiene across CRM/CS tools and project management systems, keeping notes, tasks, and next steps organized and current.

• 2-4 years in consulting, banking, or a B2B SaaS customer‑facing role.
• Bachelor’s degree in Business, Engineering, or a related field.
• Strong communication and facilitation skills; confident with executive stakeholders and frontline users.
• Process and documentation mindset; 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.
• Healthcare exposure or familiarity with PHI/privacy considerations (HIPAA/PHIPA) is a plus.
• Strong relationship‑building and client‑management skills.
• High attention to detail and ability to follow and iterate on detailed SOPs.
• Ability to thrive in a fast‑paced, dynamic environment with shifting priorities; 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.
• Paid time off at your discretion.
• Hybrid work: out of Toronto office.
• Medical, dental, and vision coverage.
• Great start‑up culture (company off‑sites, casual attire, snacks, ChatGPT premium).