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Solutions Engineer

Vancouver, BC, Canada

About the Role

EviSmart helps dental labs run their case workflow through three modules — Downloader, QC, and Case Entry. More and more customers are signing up for multiple modules at once, which makes onboarding more complex: each lab runs its own Lab Management System (LMS) and workflow, and our product needs to be mapped correctly to how they actually work.

 

We're hiring a Senior Solutions Engineer to own onboarding for these complex, multi-module accounts. This person ensures that EviSmart is scoped and configured correctly against each customer's LMS and workflow from the very first sales conversation through go-live — so onboarding is smooth, on time, and no signed customer is lost along the way.

Key Responsibilities

  • Map our product to the customer's LMS and workflow during the sales process, so what gets sold matches what can actually be delivered.
  • Assist Sales with scoping complex, multi-module deals — identifying LMS setup, workflow steps, and requirements that will affect onboarding before the contract is signed.
  • Support demos for complex accounts, tailoring them to how the customer's LMS and lab actually operate.
  • Be the liaison between Sales and Product — when a customer's LMS or workflow doesn't fit how EviSmart works today, own that conversation and drive it to a resolution.
  • Work with Customer Success to improve the onboarding process and keep customers satisfied throughout.
  • Own and lead onboarding calls for complex, multi-module accounts, ending each call with a clear next step.
  • Ensure every onboarding is completed within the timeline promised to the customer.
  • Track onboarding status accurately in HubSpot so leadership always knows where each account stands.

Requirements

Must-Have

  • 5+ years in a Solutions Engineer, Implementation, or Technical Onboarding role at a B2B SaaS company.
  • Experience mapping a product to a customer's existing systems/workflow (LMS, practice management software, or similar) during sales and onboarding.
  • Comfortable leading onboarding calls independently, including with frustrated or uncertain customers.
  • Strong cross-functional communication — able to translate customer needs to Product and Product constraints back to customers.
  • Organized, with good CRM/documentation habits.

KPIs & Success Metrics

  • 100% retention of signed customers through onboarding — no signed customer is lost before go-live.
  • Onboarding cycle time: reduce average time from signup to go-live from ~52 days to a target of 25 days.
  • On-time go-live rate: 80% of accounts go live on the date promised at kickoff. 
  • Scope accuracy: 75% of onboardings completed with no scope change.

30/60/90 Day Plan

This role starts as an individual contributor. Successful completion of the 90-day plan below makes the person eligible to be considered for Team Lead as the team grows.

 

Days 1–30: Learn

  • Complete onboarding on EviSmart's product (Downloader, QC, Case Entry) and shadow current onboarding calls.
  • Learn the most common Lab Management Systems and workflows our customers use.
  • Review the last 6 months of onboarding tickets in HubSpot to understand where accounts typically stall.
  • Shadow Sales on at least 2 complex, multi-module scoping calls.

Days 31–60: Contribute

  • Independently scope and support at least 1 complex, multi-module deal alongside Sales.
  • Own at least 2 onboarding accounts end-to-end, from kickoff through go-live.
  • Start identifying and documenting recurring LMS/workflow mapping gaps for Product.
  • Begin contributing to the onboarding playbook based on early account learnings.

Days 61–90: Own

  • Independently own onboarding for all assigned complex, multi-module accounts.
  • Hit or trend toward the core KPIs (on-time go-live, scope accuracy, retention, CSAT) on owned accounts.
  • Deliver at least one process or playbook improvement adopted by the broader onboarding team.
  • Present a 90-day review of owned accounts, including cycle time, retention, and lessons learned, to the manager.

Path to Team Lead

 

Successful completion of the 90-day plan — hitting KPI targets, demonstrating ownership of complex accounts, and contributing to team process — qualifies the individual to be considered for Team Lead, taking on mentoring of newer Solutions Engineers and a greater voice in onboarding strategy. This is an opportunity to be evaluated, not a guaranteed promotion.

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