Customer Solutions Consultant
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Job Description
Customer Solutions Consultant supporting SMB and MME customers for Ada’s AI customer service platform. Driving adoption, retention, automated resolutions, and customer value at scale.
Responsibilities:
- Provide customer success and support to Ada’s SMB and MME customers
- Resolve customer inquiries and advise customers using AI expertise
- Ensure optimal value realization of Ada’s platform
- Leverage internal tools, AI, and automations to surface actionable customer insights at scale
- Design and execute automated and human-touch strategies, including proactive touchpoints, demos, renewal discussions, and strategy sessions
- Drive revenue and retention
- Collaborate with Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing
- Handle escalated customer success inquiries and requests in the Accelerate ticket queue
- Identify at-risk customers and implement personalized engagement strategies
- Host ad-hoc customer meetings, Q&A, and live support at scale
- Drive platform adoption and utilization, increasing automated resolutions
- Provide feedback to Product Management, Engineering, and Marketing to improve products and marketing
- Proactively engage with new customers, projects, and internal teams to maintain alignment and identify emerging needs and opportunities
Requirements:
- 2+ years of Customer Success, and/or strategy, management, implementation, technology consulting experience, ideally in a scaled CS model
- Working knowledge of APIs
- Common understanding of SaaS platforms such as Shopify, Salesforce, Zendesk, and HubSpot
- Excellent communication and presentation skills
- Ability to explain technical concepts to non-technical audiences
- Strong interpersonal skills
- Experience building relationships with senior stakeholders is a plus
- Technically and analytically curious, with ability to learn continuously 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
- Ability to deliver on commitments while managing multiple competing priorities in a fast-paced, constantly changing environment
Benefits:
- Unlimited Vacation
- Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance
- Wellness Account
- Employee & Family Assistance Plan
- Flexible Work Schedule
- Remote-First, In-Person Friendly: Options to work from home or at our local hub
- Learning & Development Budget
- Work from Home Budget
- Access to Cutting-Edge AI Tools
- Hands-On with LLMs
- A Thriving Industry: Join the forefront of innovation in AI
- Benefits and perks apply to full-time, permanent employees
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