Onboarding Key Accounts and Partnerships Specialist -001-11-30T00:00:00+00:00

Vaughan, ON

Who We Are

Winner of 7 Canadian Cannabis Awards – Including Best Licensed Producer 2018!

This quite possibly is the best company to work for in the world!

CannTrust – a front-runner in the cannabis industry, is a federally regulated licensed producer, publicly traded, and a proudly Canadian company. CannTrust is leading the Canadian and global market in producing standardized cannabis products. CannTrust is ready for Cannabis 2.0, and is currently developing new products that span the medical, recreational, beauty, wellness, and pet markets.

CannTrust is committed to research and innovation, as well as contributing to the growing body of evidence-based research regarding the use and efficacy of cannabis. Its product development teams along with its global pharma partner, are diligently innovating and developing products that will make it easier for patients to use medical cannabis. CannTrust supports ongoing patient education about medical cannabis and has a compassionate use program to support patients with financial needs.

*Who You Are


The ideal candidate is an agile, business savvy individual who is committed to getting better everyday. You are a passionate influencer with strong communication skills, who is open to giving and receiving feedback. You are customer-centric with an ability to act as a mentor among your peers. Of course, you also deliver consistent results by aligning yourself with CannTrust values.

Roles & Responsibilities

  • Responsible for developing and maintaining productive relationships with our key accounts and partners
  • Responsible for assisting in creating a superior patient care onboarding experience
  • Responsible for a smooth collaboration, continued support and proactive communications during the patient onboarding process
  • Responsible for collaborating with Professional Services on higher level clinic and/or doctor-specific matters and concerns
  • Responsible for processing and tracking the cancellations, refusals, transfers and returns of medical documents
  • Responsible for receiving, documenting, resolving and responding to patient support inquiries in a timely manner
  • Responsible for the verification of New Doctors in a timely manner
  • Responsible for educating patients and clinics on process and workflow to streamline their experience and reduce the turnaround time
  • Monitor and identify potential risks or issues with patient onboarding (i.e. communication, missing and/or incorrect data, etc…)
  • Collaborate with the Professional Services team members to identify and resolve urgent issues
  • Ensure proactive communication of potential issues that may impact the patient during their onboarding and/or ordering process (i.e.: product shortages, shipping delays, etc.)
  • Track and update key account representatives contact information and roles and responsibilities
  • Monthly follow-up with key accounts
  • Validate proper registration and linking of patients to affiliates
  • Responsible for reviewing verification lists sent from clinics and confirming receipt of documents
  • Responsible for compiling data regarding missing documents and errors in order to educate our partners to ensure a quick processing turnaround time
  • Responsible for updating partnership and affiliate lists
  • Maintain 100% confidentiality with company and patient information
  • Responsible for answering phone calls that are incoming to Onboarding phone queues
  • Establish and maintain a maximum level of customer satisfaction

Individual Influencer

  • Customer-centric – always searching for ways to improve service, takes action to resolve (internal or external) customer issues
  • Acts as a mentor to peers and cross functional partners
  • Follows through on commitments, adheres to deadlines
  • Uses good judgement about when to act independently or escalate an issue
  • Acts with Integrity: Demonstrates responsible, ethical and honest behavior while consistently leading by example
  • Delivers results while staying aligned with CannTrust Values

Education & Experience

  • Post-secondary diploma or equivalent work experience
  • 2 – 4 years in a similar role
  • Pharmaceutical and/or experience working within the medical/clinical field highly preferred


  • Excellent communication skills, fluent in English
  • Proficiency in Microsoft Outlook, Word, Excel, PowerPoint
  • Proficiency in Ample Organics
  • Must pass an RCMP security clearance
  • Knowledge and understanding of Health Canada’s ACMPR and Cannabis Act
  • Ability to type a minimum of 50 wpm
  • Ability to use a high degree of tact, diplomacy and discretion in working with others
  • Demonstrated ability to work effectively with others in a fast-paced client focused environment
  • Ability to organize and prioritize multiple tasks and work roles
  • Ability to work as an effective member of an integrated customer service team

Physical Demands

  • While performing the responsibilities of the job, the employee is required to be able to lift up to and including 50lbs, sit and/or stand for extended periods of time and reach with arms/hands. Walking, standing, bending, stooping, reaching, twisting, lifting, pushing, pulling and moving items is occasionally required.

Work Environment

  • While performing the duties of this job, the employee is exposed to packaged cannabis products/supplies. The working environment can be noisy at times and temperate, the employee must have knowledge of how to manage their own personal safety under these conditions.

CannTrust is an equal opportunity employer. We thank you for your interest in employment opportunities at CannTrust. Please note, only the candidates who are selected for an interview will be contacted. CannTrust welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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