Customer Solutions Consultant

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

📋 Description

• Assist in the activation, growth, and retention of Ada’s self-service SMB and MME clients.

• Ensure that customers align with their objectives post-implementation and help them extract value from Ada’s platform and services.

• Prioritize and oversee a scaled portfolio of business through both proactive and reactive customer interactions.

• Deliver customer success and support by addressing inquiries, providing AI expertise, and guaranteeing optimal platform value realization.

• Utilize internal tools, AI, and automation to unveil actionable customer insights at scale.

• Design and implement both automated and personal strategies, including proactive outreach, demonstrations, renewal discussions, and strategy sessions to enhance revenue and 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.

• Identify customers at risk and develop personalized engagement strategies to boost retention and satisfaction.

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

• Promote platform adoption and usage, with a focus on increasing automated resolutions.

• Offer feedback to Product Management, Engineering, and Marketing to enhance products and marketing efforts.

• Actively engage with new customers, projects, and internal teams to ensure alignment and anticipate needs and opportunities.

⛳️ Requirements

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

• Familiarity with APIs.

• General understanding of SaaS platforms such as Shopify, Salesforce, Zendesk, and HubSpot.

• Exceptional communication and presentation abilities, including the capability to explain technical concepts to non-technical audiences.

• Strong interpersonal skills for engaging both technical and non-technical stakeholders.

• Experience in building relationships with senior stakeholders is an advantage.

• Technically and analytically curious, with a proven ability to learn continuously and enhance existing processes.

• Resourceful and persistent, capable of thriving in ambiguity and guiding decisions through data-driven insights.

• Dependable and resilient team player with a start-up mentality, able to fulfill commitments while managing multiple competing priorities in a fast-paced, ever-evolving environment.

🏝️ 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.

• Benefits and perks apply to full-time, permanent employees.