Job description
About Us
Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We’re driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.
Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.
Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.
At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.
Learn more at www.ada.cx.
We’re looking for a Customer Solutions Consultant II to provide technical and subject matter expertise to some of the world’s most innovative, fast-growing companies. You will work in collaboration with the Sales team to ensure our existing customers maximize their ROI with Ada, as well as explore and land expansion opportunities in your accounts. In other words, you will be responsible for guiding and supporting customers after their initial purchase, ensuring successful adoption of Ada’s product and fostering their long-term success with our company.
About You
- 2+ years of pre-sales/post sales engineering, and/or strategy/management/technology consulting experience.
- 1+ years of experience in a customer relationship building role, such as Customer Success Manager
- Proficient in APIs and familiar with SaaS platforms (e.g., Shopify, Salesforce, Zendesk, Hubspot).
- Excellent communication and presentation skills, with the ability to effectively explain technical concepts to non-technical audiences.
- Proven track record of developing and managing relationships with senior-level stakeholders will be required to maintain and develop technical champions across the table.Technically and analytically curious, where you demonstrate the ability to be a perpetual learner and love to make new discoveries and improve the status quo.
- Reliable and resilient team player with a start-up mentality able to deliver on your commitments whilst managing multiple competing priorities in a fast-paced constantly-changing environment.
- Generative AI implementation experience will be considered a strong asset.
Outcomes
- Lead discovery sessions with customers and prospects to uncover requirements and challenges and identify opportunities in their businesses.
- Utilize your knowledge of APIs and SaaS platforms to address technical questions and provide solutions.
- Deliver concise, compelling, value-based presentations (product demos, technical assessments, roadmaps etc.) to all levels of an organization, including C-suite (e.g. CTO, CMO).
- Build custom product demonstrations and sandboxes that capture the long-term value of Ada’s Automation-First strategy.
- Scope and design integrations into customers’ existing technology stack.
- Support pre-sales meeting quarterly revenue goals through closing new business.
- Support customers through their implementation and going live with our product.
- Support post-sales retaining and expanding existing client accounts by delivering quarterly business reviews and identifying upsell opportunities.
- Drive adoption and utilization of the platform with a focus on increasing automated resolutions for existing customers.
- Collaborate with Product Management, Engineering, and Marketing to continuously provide feedback and improve Ada’s products and marketing.
The expected salary range for this position is $97,000 - $150 000 CAD. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.
Please note this position is based in Toronto, Ontario.
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Benefits & Perks
At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:
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.
Perks
- 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.
The above Benefits and Perks only apply to full-time, permanent employees.
Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.
