Customer Solutions Consultant II

Position Overview

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Ada is seeking a Customer Solutions Consultant II to provide technical and subject matter expertise to innovative, fast-growing companies. This role involves collaborating with the Sales team to ensure existing customers maximize their ROI with Ada and explore expansion opportunities. The primary responsibility is to guide and support customers post-purchase, ensuring successful product adoption and fostering long-term success.

About Us

Ada is an AI customer service company dedicated to making customer service extraordinary. We aim to set a new standard for quality customer service at scale, empowering enterprise companies to deliver exceptional experiences that are instant, proactive, personalized, and effortless. Ada's AI transformation platform and partnership combine strategic expertise with advanced AI agent management technology to accelerate businesses' AI maturity. Currently, Ada automates 83% of customer conversations, freeing up teams, providing companies with more resources for growth, and allowing customers to focus on what matters most.

Founded in 2016, Ada is a Canadian company that has facilitated over 5.5 billion interactions for prominent brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. With over $250M in funding from leading investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in AI management and application within customer service. At Ada, individual growth is seen as a reflection of personal growth, with values rooted in progress and continuous improvement. Ada is an ideal place for ambitious individuals eager to grow.

Learn more at www.ada.cx.

Requirements

• 2+ years of experience in pre-sales/post-sales engineering, and/or strategy/management/technology consulting.
• 1+ years of experience in a customer relationship building role (e.g., Customer Success Manager).
• Proficiency in APIs and familiarity with SaaS platforms (e.g., Shopify, Salesforce, Zendesk, Hubspot).
• Excellent communication and presentation skills, with the ability to explain technical concepts to non-technical audiences.
• Proven track record of developing and managing relationships with senior-level stakeholders to maintain and develop technical champions.
• Technically and analytically curious, demonstrating a capacity for continuous learning and a drive to improve the status quo.
• Reliable and resilient team player with a start-up mentality, capable of meeting commitments while managing multiple competing priorities in a fast-paced, constantly changing environment.
• Generative AI implementation experience is considered a strong asset.

Responsibilities

• Lead discovery sessions with customers and prospects to understand requirements, challenges, and identify business opportunities.
• Utilize knowledge of APIs and SaaS platforms to address technical questions and provide solutions.
• Deliver concise, compelling, value-based presentations (product demos, technical assessments, roadmaps, etc.) to all organizational levels, including C-suite executives.
• Build custom product demonstrations and sandboxes that highlight the long-term value of Ada’s Automation-First strategy.
• Scope and design integrations into customers' existing technology stacks.
• Support pre-sales meeting quarterly revenue goals by closing new business.
• Assist customers through their implementation and go-live process with Ada's product.
• Support post-sales efforts by retaining and expanding existing client accounts through quarterly business reviews and identifying upsell opportunities.