Customer Solutions Consultant, Ada Accelerate

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 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.) • 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 start-up mentality able to deliver on your commitments whilst managing multiple competing priorities in a fast-paced constantly-changing environment. Benefits & Perks At Ada, you'll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here's what we offer: Benefits • 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. Perks • 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. The above Benefits and Perks only apply to full-time, permanent employees.