Customer Solutions Consultant at Ada Accelerate
Job Description
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As a Customer Solutions Consultant at Ada Accelerate, you will support the activation, growth, and retention of self-service customers. Your role involves ensuring alignment with customer goals post-implementation and maximizing value from Ada’s platform and services, with a focus on self-service capabilities.
You will:
- Provide customer success and support to Ada’s SMB and MME customers by resolving inquiries, advising on AI expertise, and ensuring optimal value realization of the platform.
- Leverage internal tools, utilizing AI and automations to surface actionable customer insights at scale.
- Design and execute automated and human-touch strategies (e.g., proactive touchpoints, demos, renewal discussions, strategy sessions) to drive revenue and retention.
- Collaborate across Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing to align resources and drive common goals.
Outcomes
- Handle escalated customer success inquiries and requests to the Accelerate ticket queue, providing additional support and facilitating syncs.
- 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 to ensure continuous alignment and address emerging needs.
About You
- 2+ years of Customer Success, strategy, management, implementation, or 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).
- Excellent communication and presentation skills, with the ability to explain technical concepts to non-technical audiences.
- Strong interpersonal skills to engage with both technical and non-technical stakeholders.
- Experience building relationships with senior stakeholders is a plus.
- Technically and analytically curious, with a passion for perpetual learning and improving the status quo.
- Resourceful and tenacious, able to thrive in ambiguity and guide decisions with data-driven insights.
- Reliable and resilient team player with a start-up mentality, able to deliver on commitments while managing multiple priorities in a fast-paced environment.
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Ada (operating under ada.cx, legally Ada Support Inc.) is the premier, enterprise-grade Agentic Customer Experience (ACX) platform, customer service AI pioneer, and conversational automation powerhouse engineered to serve as the definitive, high-velocity omnichannel resolution, customer intelligence, and digital interaction layer for scaling global brands and Fortune 500 enterprises. Founded by technology innovators Mike Murchison and David Hariri, the company completely eliminates the severe systemic friction of modern corporate customer support—where expanding organizations encounter crippling support ticket volumes, high operational agent overhead, and lengthy resolution queues that destroy customer satisfaction (CSAT) scores—by deploying a sophisticated, multi-agent AI operating matrix. Moving far beyond traditional, passive decision-tree chatbots or restrictive keyword-matching tools, Ada natively unifies a patent-pending multi-model Unified Reasoning Engine that handles complex multi-turn workflows, structured customer service Playbooks, direct API action hooks to deep corporate back-ends (like Shopify, Salesforce, and Zendesk), and real-time Voice AI infrastructure into a single high-availability, no-code AI agent management workspace. Automating over 83% of standard customer inquiries and powering more than 5.5 billion interactions across 60+ languages for customer-obsessed giants like Meta, Square, Verizon, Monday.com, and YETI, the production-hardened infrastructure maintains elite safety honors as the first ACX suite to achieve AIUC-1 certification. Valued as an elite industry unicorn at $1.2 billion, the firm is backed by over $250 million in total elite institutional venture capital—anchored by tier-one global investors including Accel, Spark Capital, Tiger Global Management, Bessemer Venture Partners, and FirstMark Capital—alongside validation within the Canadian Government prestigious Global Hypergrowth Project. Under the hood, its technology core utilizes advanced intent-recognition models, real-time PII data masking, secure role-based access architectures, and automated regression simulation layers designed to ingest thousands of historical support tickets and run synthetic validation checks without reducing live production velocity. What sets Ada apart is its uncompromising dedication to replacing fragmented, legacy contact center software with absolute automated resolution predictability, comprehensive multi-channel continuity, and frontline interaction velocity; by bridging the gap between performance-intensive large language model capabilities and immediate, high-stakes consumer trust, the enterprise remains the category-defining cornerstone of modern algorithmic customer experience infrastructure and global AI transformation.
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