Customer Solutions Consultant, Ada Accelerate
About this role
Enterprises struggle to scale customer success operations efficiently for small and mid-market accounts, resulting in missed retention targets and underutilized automation platforms. Ada addresses this bottleneck by adding a Customer Solutions Consultant to the Ada Accelerate team in the United Kingdom. Operating in a remote capacity, this professional will manage a scaled book of business, drive user adoption, and champion AI-driven support strategies.
The incoming consultant will spend their days designing automated and human-touch workflows, hosting live Q&A sessions, and surfacing actionable insights through internal tooling. They will collaborate closely with product, sales, and marketing departments while resolving escalated support tickets. Individuals with a knack for bridging technical concepts with business value, alongside a background in SaaS technology consulting or customer success, will find a fitting challenge here.
What you will do
- Provide customer success and support to small and mid-market accounts by resolving inquiries and advising on artificial intelligence expertise.
- Leverage internal tools and automation to surface actionable customer insights at scale.
- Design and execute automated and human-touch strategies including proactive touchpoints, demos, and renewal discussions.
- Collaborate across professional services, sales, revenue operations, data analytics, product, and marketing to align resources.
- Handle escalated customer success inquiries within the Accelerate ticket queue and facilitate necessary syncs.
- Identify at-risk accounts and implement personalized engagement strategies to improve retention and satisfaction.
- Drive adoption and platform utilization with a core focus on increasing automated resolutions for existing users.
What you need
- Bring two or more years of experience in customer success, strategy, management, implementation, or technology consulting.
- Possess a working knowledge of APIs and a foundational understanding of software-as-a-service platforms.
- Demonstrate excellent communication and presentation skills to explain technical concepts to non-technical audiences.
- Exhibit strong interpersonal skills for engaging with both technical and non-technical stakeholders.
- Display analytical and technical curiosity with a commitment to continuous learning and improvement.
- Demonstrate resourcefulness, tenacity, and the ability to thrive in ambiguity while using data-driven insights to guide decisions.
- Act as a reliable, resilient team player with a startup mindset who can manage competing priorities in a fast-paced environment.
Nice to have
- Experience building relationships with senior stakeholders
- Experience in a scaled customer success model
Benefits
- Unlimited Vacation
- Comprehensive Benefits covering extended health, dental, vision, travel, and life insurance
- Wellness Account
- Employee & Family Assistance Plan
- Flexible Work Schedule and Remote-First setup
- Learning & Development Budget and Work from Home Budget
Skills and tech stack
Questions candidates ask
What is the remote work policy for this role?
The position is remote-first with in-person friendly options to work from home or at a local hub in the United Kingdom.
What tools and technologies will I work with?
You will utilize internal tools powered by AI and automations, work with SaaS platforms like Shopify, Salesforce, Zendesk, and Hubspot, and interact with APIs and large language models.
What kind of team environment should I expect?
You will join a fast-paced, constantly-changing environment with a startup mentality, collaborating across professional services, sales, revenue operations, data analytics, product, and marketing.
Does the company use AI during the recruitment process?
As part of the recruitment process, AI enabled tools may be used to support certain aspects of hiring such as interview note-taking, though all hiring decisions are made by the team.