Customer Solutions Consultant, Ada Accelerate

About Us Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise 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 to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—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 like Square, YETI, IPSY, and Monday. com , saving millions of hours of human effort. Backed with 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 see growth as a reflection of each individual owner’s personal growth. That’s why 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 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. As a Customer Solutions Consultant you will: - 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, insights, and drive towards common goals. Outcomes - 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. About You - 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.