Customer Solutions Consultant

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Deliver customer success and support for Ada’s SMB and MME clientele.

• Address customer inquiries and provide guidance using AI expertise.

• Ensure customers gain maximum value from Ada’s platform.

• Utilize internal tools, AI, and automation to deliver actionable insights to customers at scale.

• Develop and implement both automated and manual strategies, including proactive engagements, demonstrations, renewal conversations, and strategic sessions.

• Foster revenue generation and customer retention.

• Collaborate with teams in Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing.

• Manage escalated customer success inquiries and requests within the Accelerate ticket queue.

• Recognize at-risk customers and deploy tailored engagement strategies.

• Conduct ad-hoc customer meetings, Q&A sessions, and provide live support at scale.

• Encourage platform adoption and usage, enhancing automated resolutions.

• Offer feedback to Product Management, Engineering, and Marketing to refine products and promotional efforts.

• Proactively engage with new customers, projects, and internal teams to ensure alignment and uncover emerging needs and opportunities.

⛳️ Requirements

• Minimum of 2 years in Customer Success, strategy, management, implementation, or technology consulting experience, preferably within a scaled customer success model.

• Familiarity with APIs.

• Basic understanding of SaaS platforms like Shopify, Salesforce, Zendesk, and HubSpot.

• Outstanding communication and presentation abilities.

• Capability to convey technical concepts to non-technical audiences.

• Strong interpersonal skills.

• Experience in cultivating relationships with senior stakeholders is advantageous.

• Technically and analytically inquisitive, with a commitment to continuous learning and improvement.

• Resourceful and persistent, able to thrive amid uncertainty and guide decisions using data-driven insights.

• Dependable and resilient team player with a start-up mindset.

• Capacity to fulfill commitments while juggling multiple competing priorities in a fast-paced, dynamic 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.