Customer Solutions Consultant II

About Us Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We’re driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless. Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them. Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service. 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. Learn more at www.ada.cx. Our Role As a Customer Solutions Consultant (CSC), you will play a critical role in the post-sales success of Ada’s clients. Acting as a trusted advisor, you’ll guide organizations through their digital transformation journey by ensuring the effective deployment, adoption, and optimization of Ada’s AI-powered customer experience (ACX) solution. You’ll manage a portfolio of clients, drive measurable outcomes such as automated resolution and customer satisfaction, and help clients realize long-term value from their investment in Ada. Outcomes • 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. About You • 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. Please note this is a remote UK-based position. 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. As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team. Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.