Customer Solutions Consultant II

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as the main liaison for clients, addressing inquiries, offering guidance, and ensuring a smooth partnership experience throughout the customer journey.

• Take ownership of a portfolio of clients, ensuring that each one meets measurable outcomes aligned with their ACX objectives (e.g., automated resolution, CSAT, ROI).

• Collaborate with clients to implement, scale, and enhance their ACX programs utilizing Ada’s ACX Framework as a guide for success.

• Act as a technical consultant and product authority, assisting clients with integrations, data flows, and system architecture within SaaS and API settings (e.g., Salesforce, Zendesk, Shopify, HubSpot).

• Aid clients in maximizing the performance of their AI Agent through transcript evaluations, data analysis, training updates, and the application of best practices.

• Ensure that client knowledge sources are precise, well-organized, and consistently optimized to enhance the effectiveness of the AI Agent.

• Promote the adoption and usage of Ada’s solutions throughout the client’s organization by aligning with key stakeholders and fostering internal advocacy.

• Discover opportunities to broaden use cases and strengthen integrations within client ecosystems.

• Monitor, analyze, and report on success metrics such as Automated Resolution Rate, CSAT, and ROI to illustrate business impact and inform strategy.

• Simplify complex technical concepts into straightforward, value-oriented recommendations for non-technical stakeholders.

• Enhance automated resolution rates and customer satisfaction for client programs.

• Cultivate strong client advocacy leading to renewals, expansions, and strategic partnerships.

• Maintain a continuous feedback loop between clients and internal teams to improve Ada’s platform and services.

⛳️ Requirements

• Minimum of 4 years in customer success, solutions consulting, or post-sales technical consulting, or equivalent experience, ideally within SaaS, CX, or AI technology sectors.

• Demonstrated experience managing enterprise or mid-market clients, achieving measurable business results, and nurturing long-term relationships.

• Strong technical proficiency — comfortable working with APIs, integrations, and system setups.

• Analytical mindset with the capability to interpret performance data and translate insights into actionable strategies.

• Outstanding communication, presentation, and relationship management abilities with both technical and executive audiences.

• Inquisitive, proactive, and resilient — you excel in fast-paced, dynamic environments and enjoy tackling 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.