Ada - Customer Solutions Consultant II

• 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. • 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. • Compensation:  $105,000 - $134,000 OTE CAD Pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law. #LI-NS1