Customer Solutions Consultant

About Us

Ada is an AI customer service company with the mission to make customer service extraordinary for everyone. We are dedicated to raising a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love – instant, proactive, personalized, and effortless.

Ada is an AI transformation platform and partner, combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity and keep them ahead of the curve. With Ada, 83% of customer conversations are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.

Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands such as Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. Backed by over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.

At Ada, we believe growth is a reflection of each individual owner’s personal growth. Our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.

Learn more at www.ada.cx.

Ada Accelerate is Ada’s Customer Success program for 1:many support, targeted interventions, and data-driven insights to grow and retain SMB/MME customers at scale. We’re looking for a Customer Solutions Consultant to support the activation, growth, and retention of our self-service customers. Your focus will be on ensuring alignment with the customer's goals after implementation and ensuring they derive value from our platform and services, with an eye toward self-service capabilities. You’ll be responsible for prioritizing and managing a scaled book of business by driving relationship value through proactive and reactive customer engagement.

Responsibilities

As a Customer Solutions Consultant, you will:

• Provide customer success and support to Ada’s SMB and MME customers by resolving customer inquiries, advising with AI expertise, and ensuring optimal value realization of the platform.
• Leverage internal tools, utilizing AI and automations to support surfacing actionable customer insights at scale.
• Design and execute automated and human-touch strategies (e.g., proactive touchpoints, demos, renewal discussions, strategy sessions) that drive revenue and retention.
• Collaborate across Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing to align resources, share insights, and drive towards common goals.

About You

• Experience: 2+ years of Customer Success, and/or strategy, management, implementation, technology consulting experience, ideally in a scaled CS model.
• Technical Skills: Working knowledge of APIs and a common understanding of SaaS platforms (e.g. Shopify, Salesforce, Zendesk, Hubspot, etc.).
• Communication: Excellent communication and presentation skills, with the ability to effectively explain technical concepts to non-technical audiences.
• Interpersonal Skills: Strong interpersonal skills as you will be required to engage with technical and non-technical champions across the table. Experience building relationships with senior stakeholders is a plus.
• Mindset: Technically and analytically curious, demonstrating the ability to be a perpetual learner and a love for making new discoveries and improving the status quo.
• Resourcefulness: Resourceful and tenacious, able to thrive in ambiguity and guide/inform decisions with data-driven insights.
• Teamwork: Reliable and resilient team player with a start-up mentality, able to deliver on commitments while managing multiple competing priorities in a fast-paced, constantly-changing environment.

Outcomes

• Identify at-risk customers and implement personalized engagement strategies to improve retention.