Customer Solutions Consultant

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.

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, share 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 engage 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.).
• 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 startup mentality able to deliver on your commitments whilst managing multiple competing priorities in a fast-paced, constantly-changing environment.