Customer Solutions Consultant II
Ada
full-time
Posted on:
Location Type: Remote
Location: Canada
Visit company websiteExplore more
Salary
💰 CA$105,000 - CA$134,000 per year
About the role
- Act as the primary point of contact for clients, addressing questions, providing guidance, and ensuring a seamless partnership experience throughout the customer lifecycle.
- Own and manage a book of business, ensuring each client achieves measurable outcomes tied to their ACX goals (e.g., automated resolution, CSAT, ROI).
- Partner with clients to deploy, scale, and mature their ACX programs using Ada’s ACX Framework as a blueprint for success.
- Serve as a technical consultant and product expert, guiding clients through integrations, data flows, and system architecture across SaaS and API environments (e.g., Salesforce, Zendesk, Shopify, HubSpot)
- Support clients in optimizing their AI Agent performance through transcript reviews, data analysis, training updates, and implementation of best practices.
- Ensure client knowledge sources are accurate, well-structured, and continuously optimized to maximize the AI Agent’s effectiveness.
- Drive adoption and utilization of Ada’s solutions across the client’s organization by fostering alignment with key stakeholders and building internal advocacy.
- Identify opportunities to expand use cases and deepen integrations within client ecosystems.
- Track, analyze, and report on success metrics such as Automated Resolution Rate, CSAT, and ROI to demonstrate business impact and guide strategy.
- Translate complex technical concepts into clear, value-driven recommendations for non-technical stakeholders.
- Improved automated resolution rates and customer satisfaction for client programs.
- Strong client advocacy leading to renewals, expansions, and strategic partnerships.
- Continuous feedback loop between clients and internal teams to enhance Ada’s platform and services.
Requirements
- 4+ years in customer success, solutions consulting, or post-sales technical consulting, or equivalent experience, preferably within SaaS, CX, or AI technology environments.
- Proven experience managing enterprise or mid-market clients, driving measurable business outcomes, and fostering long-term relationships.
- Strong technical aptitude — comfortable working with APIs, integrations, and system configurations.
- Analytical thinker with the ability to interpret performance data and turn insights into actionable recommendations.
- Exceptional communication, presentation, and relationship management skills across both technical and executive audiences.
- Curious, proactive, and resilient — you thrive in fast-paced, dynamic environments and love solving complex challenges through technology.
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.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
APIintegrationsdata analysissystem architectureautomated resolutionCSATROISaaSAI technologyperformance data interpretation
Soft Skills
client advocacyrelationship managementcommunicationpresentationanalytical thinkingproactiveresilienceproblem-solvingcollaborationstakeholder alignment