Professional Services Consultant

Position Overview

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As a Professional Services Consultant at Ada, you will guide mid-market and enterprise clients through their entire onboarding and implementation process, from post-sale to a successful launch. You will act as both a technical partner and strategic advisor, assisting clients in designing scalable solutions, integrating Ada's platform into their existing systems, and achieving value rapidly. Your responsibilities will include building logic-based workflows, configuring Generative AI, implementing integrations, and empowering clients to manage the platform effectively after launch. You will also collaborate with internal teams such as Sales, Technical Services, Product, and Engineering to align on requirements, resolve issues, and ensure smooth project delivery. Implementation projects will involve deploying Ada across messaging, email, and voice channels, customized to each client's infrastructure and strategic priorities.

About Ada

Ada is a leading AI customer service company dedicated to making customer service extraordinary. We aim to set a new standard for quality customer service at scale, enabling enterprise companies to deliver exceptional customer 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, keeping them ahead of the curve. Ada has successfully automated over 83% of customer conversations for its clients, freeing up valuable time and 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 top-tier investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the application and management of AI in customer service. At Ada, we believe individual growth fuels company growth, and our values emphasize progress and continuous improvement. We encourage ambitious individuals eager to grow to consider Ada as their next career step.

Learn more at www.ada.cx.

About You

• Experience: 3+ years in implementation consulting, professional services, or a related field, ideally within a SaaS environment.
• Technical Skills: Strong technical aptitude, with practical knowledge of APIs, ability to troubleshoot data flows, and effective communication with both technical and non-technical stakeholders.
• SaaS Ecosystem Knowledge: Solid understanding of SaaS environments and experience integrating tools such as Shopify, Salesforce, Zendesk, or HubSpot.
• Communication & Relationship Building: Excellent skills in communication and building relationships, with the ability to explain technical concepts to non-technical audiences and influence VP-level stakeholders.
• Workflow Design: Strong understanding of logic-based workflows, including the ability to design and troubleshoot decision trees, conditional logic, and automation flows.
• Problem-Solving: Comfortable working with ambiguity, solving complex problems, and maintaining focus amidst changing priorities.
• Mindset: Possess a curious and resilient mindset, with a bias for action and a passion for continuous learning, iteration, and driving progress.
• Bonus: Knowledge and experience with implementing Generative AI solutions or CX automation tools is highly advantageous.

What You'll Do

• End-to-End Delivery: Own the complete delivery of client implementations, from the initial kickoff through to the go-live phase, ensuring timely, high-quality launches that meet client objectives.
• Client Collaboration: Work closely with clients to understand their goals and technical landscape, translating this understanding into practical implementation plans and customized automation solutions.
• Strategic Guidance: Offer strategic advice and best practices on how to effectively utilize Ada, assisting clients in [content cut off].