客户解决方案顾问 II
Customer Solutions Consultant II
#### 关于我们
Ada 是一家人工智能客户服务平台，使命是为每个人提供卓越的客户服务。我们致力于在规模化的基础上提升客户服务的质量标准，使企业能够提供人们喜爱的体验——即时、主动、个性化且轻松。
Ada 是一个 AI 转型平台和合作伙伴，结合战略专业知识与强大的 AI 代理管理技术，加速企业的 AI 成熟度，使其保持领先。通过 Ada，83% 的客户对话——并且这个数字还在增长——通过自动化轻松解决，让团队有更多时间，公司有更多资源专注于增长，客户有更多时间关注对他们最重要的事情。
Ada 成立于 2016 年，是一家加拿大公司，已为 Square、YETI、IPSY 和 [Monday.com](http://monday.com/) 等领先品牌提供了超过 55 亿次互动，节省了数百万小时的人工努力。Ada 获得了来自 Accel、Bessemer、FirstMark、Spark 和 Version One Ventures 等顶级投资机构超过 2.5 亿美元的融资，是客户服务中 AI 管理和应用的先驱。
在 Ada，我们视成长作为每个个人主人翁成长的反映。这就是为什么我们的价值观植根于推动进步和持续改进。如果你有抱负并渴望成长，Ada 可能就是适合你的地方。
了解更多请访问 [www.ada.cx](http://www.ada.cx)。
#### 我们的职位
作为 **客户解决方案顾问（CSC）**，你将在 Ada 客户的售后成功中发挥关键作用。作为值得信赖的顾问，你将通过确保 Ada 的 AI 驱动客户体验（ACX）解决方案的有效部署、采用和优化，引导企业完成数字化转型旅程。你将管理一组客户，推动可衡量的结果，如自动化解决和客户满意度，并帮助客户从他们在 Ada 的投资中实现长期价值。
#### 成果
- 作为客户的首要联系人，解答问题、提供指导，并在整个客户生命周期中确保无缝的合作体验。
- 负责并管理一个客户组合，确保每位客户都能实现与其 ACX 目标（例如自动化解决、CSAT、ROI）相关的可衡量成果。
- 与客户合作，使用 Ada 的 ACX 框架作为成功蓝图，部署、扩展并成熟其 ACX 计划。
- 作为技术专家
查看英文原文
#### **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, IPSY, and [Monday.com](http://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](http://www.ada.cx).
#### Our Role
As a **Customer Solutions Consultant (CSC)**, you will play a critical role in the post-sales success of Ada’s clients. Acting as a trusted advisor, you’ll guide organizations through their digital transformation journey by ensuring the effective deployment, adoption, and optimization of Ada’s AI-powered customer experience (ACX) solution. You’ll manage a portfolio of clients, drive measurable outcomes such as automated resolution and customer satisfaction, and help clients realize long-term value from their investment in Ada.
#### Outcomes
- 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.
#### **About You**
- 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.
Please note this is a remote UK-based position.
#### 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.
As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.
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.