About the role

Customer Solutions Consultant supporting SMB and MME customers using Ada’s AI customer service platform. Driving adoption, retention, automated resolutions, and scalable customer engagement.

Responsibilities

Support activation, growth, and retention of Ada’s self-service SMB and MME customers.
Ensure customer alignment with goals after implementation and help customers derive value from Ada’s platform and services.
Prioritize and manage a scaled book of business through proactive and reactive customer engagement.
Provide customer success and support by resolving inquiries, advising with AI expertise, and ensuring optimal platform value realization.
Use internal tools, AI, and automations to surface actionable customer insights at scale.
Design and execute automated and human-touch strategies, including proactive touchpoints, demos, renewal discussions, and strategy sessions, to drive revenue and retention.
Collaborate with Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing.
Handle escalated customer success inquiries and requests in the Accelerate ticket queue.
Identify at-risk customers and implement personalized engagement strategies to improve retention and satisfaction.
Host ad-hoc customer meetings, providing Q&A and live support at scale.
Drive platform adoption and utilization, focusing on increasing automated resolutions.
Provide feedback to Product Management, Engineering, and Marketing to improve products and marketing.
Proactively engage with new customers, projects, and internal teams to maintain alignment and anticipate needs and opportunities.

2+ years of Customer Success, and/or strategy, management, implementation, or technology consulting experience, ideally in a scaled CS model.
Working knowledge of APIs.
Common understanding of SaaS platforms such as Shopify, Salesforce, Zendesk, and HubSpot.
Excellent communication and presentation skills, including explaining technical concepts to non-technical audiences.
Strong interpersonal skills for engaging with technical and non-technical champions.
Experience building relationships with senior stakeholders is a plus.
Technically and analytically curious, with a demonstrated ability to learn continuously and improve the status quo.
Resourceful and tenacious, able to thrive in ambiguity and guide or inform decisions with data-driven insights.
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.

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.
Benefits and perks apply to full-time, permanent employees.