Customer Solutions Consultant, Ada Accelerate
Skills
About the role
This is a Customer Solutions Consultant role on Ada's Accelerate team, remote within Canada, supporting a scaled book of SMB and mid-market customers using Ada's AI customer service platform. It suits someone with a customer success, strategy or implementation consulting background who is comfortable managing many accounts at once with a mix of automated and human-touch engagement. The role works closely with Professional Services, Sales, Revenue Operations, Data Analytics, Product and Marketing to drive retention and platform adoption.
What you’ll do
- Provide customer success and support to Ada's SMB and MME customers, resolving inquiries and advising on AI expertise
- Leverage internal tools, AI and automation to surface actionable customer insights at scale
- Design and execute automated and human-touch engagement strategies to drive revenue and retention
- Handle escalated customer success inquiries in the Accelerate ticket queue
- Identify at-risk customers and implement personalized retention strategies
- Host ad-hoc meetings for customers, providing Q&A and live support at scale
- Drive adoption and utilization of the platform, increasing automated resolutions
- Collaborate with Product, Engineering and Marketing to feed back on products
What they’re looking for
- 2+ years of Customer Success, strategy, management, implementation or technology consulting experience, ideally in a scaled CS model
- Working knowledge of APIs and common SaaS platforms (e.g. Shopify, Salesforce, Zendesk, Hubspot)
- Excellent communication and presentation skills for technical and non-technical audiences
- Strong interpersonal skills engaging technical and non-technical stakeholders
- Technically and analytically curious with a perpetual-learner mindset
- Resourceful and tenacious, able to thrive in ambiguity
- Reliable, resilient team player able to manage multiple competing priorities
Nice to have
- Experience building relationships with senior stakeholders
What’s on offer
- Unlimited vacation
- Comprehensive benefits including extended health, dental, vision, travel and life insurance
- Wellness account
- Employee & Family Assistance Plan
- Flexible work schedule
- Remote-first, in-person friendly with a local hub option
- Learning & development budget
- Work-from-home budget
- Access to AI tools and hands-on LLM experience
- Full-time, permanent employee benefits
Questions about this role
Is this role remote?
Yes, it's listed as Remote - Canada.
How many years of experience do I need?
2+ years of customer success, strategy, management, implementation or technology consulting experience.
How much does it pay?
The posting does not state a salary.
What benefits are offered?
Unlimited vacation, comprehensive health benefits, a wellness account, flexible work schedule, and learning and work-from-home budgets, among others.
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