Customer Solutions Consultant - Ada, Remote

Responsibilities

As part of the Ada Accelerate program, you will drive engagement, retention, and self-service capabilities for our customers:

• Provide customer success and support to Ada's SMB and MME customers through 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.
• Handle escalated customer success inquiries and requests to the Accelerate ticket queue, providing additional support where needed and facilitating syncs as required.
• Identify at-risk customers and implement personalized engagement strategies to improve retention and satisfaction.
• Host ad-hoc meetings for customers, providing Q&A and live support at scale.
• Drive adoption and utilization of the platform with a focus on increasing automated resolutions for existing customers.
• Collaborate with Product Management, Engineering, and Marketing to continuously provide feedback and improve Ada's products and marketing.
• Proactively engages with new customers, projects, and internal teams, ensuring continuous alignment and staying ahead of emerging needs and opportunities.

Qualifications

To qualify for these Ada jobs, candidates should possess the following background and skills:

• 2+ years of Customer Success, and/or strategy, management, implementation, technology consulting experience, ideally in a scaled CS model.
• Working knowledge of APIs and a common understanding of SaaS platforms (e.g. Shopify, Salesforce, Zendesk, Hubspot, etc.)
• Excellent communication and presentation skills, with the ability to effectively explain technical concepts to non-technical audiences.
• 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.
• Technically and analytically curious, where you demonstrate the ability to be a perpetual learner and love to make new discoveries and improve the status quo.
• Resourceful and tenacious, able to thrive in ambiguity and guide/inform decisions with data-driven insights.
• Reliable and resilient team player with a start-up mentality able to deliver on your commitments whilst managing multiple competing priorities in a fast-paced constantly-changing environment.

Who you'll work with

You will collaborate closely across multiple departments at Ada, aligning resources and sharing insights to accelerate growth:

• Professional Services
• Customer Solutions
• Sales
• Revenue Operations
• Data Analytics
• Product Management and Engineering
• Marketing

Why you'll love it here

Ada provides an environment designed for your success, prioritizing your well-being, growth, and work-life balance through the following benefits and perks available to full-time permanent employees:

• Unlimited Vacation: Recharge when you need to.
• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
• Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
• Employee & Family Assistance Plan: Resources to support you and your loved ones.
• Flexible Work Schedule: Balance your work and personal life.
• Remote-First, In-Person Friendly: Options to work from home or at our local hub.
• Learning & Development Budget: Invest in your long-term growth goals and skills.
• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
• Hands-On with LLMs: Enhance your expertise in leveraging large language models.
• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.