Job Description

Job Type: Full-time
Role Type: Contract
Job Location: Greater Toronto Area, Remote-first
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 interactions, while providing senior leaders and frontline managers with the insight they need to drive continuous field force effectiveness. 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 Summary:
As a Managed Services Specialist, you will be part of a team responsible for providing managed services support for established and emerging pharmaceutical companies as well as enterprise and SMB medical technology companies. This is a key role in the client journey and provides a high level of value to clients at all stages.
In this role, you will be responsible for:

• Leading and supporting the delivery of Managed Services to clients with services, including:

• Creation and management of assets, forms and content in ACTO Omnichannel;
• Training delivery including workshops and development of custom guides;
• Running health checks and audits on domains, as per package scope;
• Management of ticket submission and tracking upon the identification of issues.
• Aligning on customer vision and goals, and driving a clear, results-focused plan to success with urgency and precision.
• Driving client adoption through product demonstrations and milestone delivery.
• Fostering strong client relationships, equipping them to become ACTO Advocates.
• Effective documentation of client interactions and journey.
• Prioritizing data security for clients.
• Proactively manage and resolve both forecasted & unexpected changes and issues.
• Work cross-functionally to continuously improve on the value provided by the Services Team.

To be successful in this role, you'll need:

• 2+ years' experience in software implementation.
• Experience with agile implementation approaches.
• Bachelor or Diploma in Life Sciences, Applied Science, or equivalent.
• A demonstrated and proven successful track record in generating and executing on implementation plans.
• Strong written and verbal communication skills.
• Attention to detail and ability to work in a fast paced, team environment.
• Strong sense of ownership, showing resourcefulness in the face of challenges.
• Excellent time management skills, with well-defined personal habits and systems for prioritizing and completing work.
• An empathic approach to develop business rapport & foster strong working relationships with clients, especially around key milestones and product functionality.

Bonus points if you have:

• Experience within the Life Sciences / Healthcare industry.
• Experience working in a SaaS company.

What you'll enjoy about ACTO:

• Industry leading, multiple award-winning technology.
• Competitive compensation package.
• Being part of a mission driven organization with the ability to drive solutions. that focus on improving patient outcomes.
• Results-driven and collaborative culture.
• Remote work with opportunities for in-person collaboration.
• Company MacBook.
• Flex hours (overlapping with our core hours).
• Participation in group benefits plan.
• Flexible PTO.

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 those applicants that have been selected for an interview will be contacted.

Skills Required