客户解决方案顾问
Customer Solutions Consultant
#### **关于我们**
Ada 是一家人工智能客服公司，使命是为每个人带来非凡的客户服务。我们致力于在规模化的前提下提升客户服务的质量标准，使企业能够提供人们喜爱的即时、主动、个性化和无缝的体验。
Ada 是一个 AI 转型平台和合作伙伴，结合战略专长与强大的 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——还在持续增长——通过自动化轻松解决，让团队有更多时间，企业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 亿美元的资金支持，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根植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。
了解更多信息，请访问 [www.ada.cx](http://www.ada.cx)。
Ada Accelerate 是 Ada 针对 1:many 支持、定向干预和数据驱动洞察的客户成功计划，旨在规模化地增长和保留 SMB/MME 客户。我们正在寻找一名客户解决方案顾问，以支持我们自助客户的服务激活、增长和留存。你的重点将是确保在实施后与客户的目标准确对齐，并确保他们从我们的平台和服务中获得价值，同时关注自助服务能力。你将负责通过主动和被动的客户互动，推动关系价值，从而优先处理和管理一个规模化的业务组合。
作为客户解决方案顾问，你将：
- 通过解决客户问题、提供 AI 专业知识建议以及确保平台的最佳价值实现，为 Ada 的 SMB 和 MME 客户提供客户成功和支持。
- 利用内部工具，利用 AI 和自动化来大规模呈现可操作的客户洞察。
- 设计并执行自动化
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#### **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).
Ada Accelerate is Ada’s Customer Success program for 1:many support, targeted interventions, and data-driven insights to grow and retain SMB/MME customers at scale. We’re looking for a Customer Solutions Consultant to support the activation, growth, and retention of our self-service customers. Your focus will be on ensuring alignment with the customer's goals after implementation and ensuring they derive value from our platform and services, with an eye toward self-service capabilities. You’ll be responsible for prioritizing and managing a scaled book of business by driving relationship value through proactive and reactive customer engagement.
As a Customer Solutions Consultant you will:
- Provide customer success and support to Ada’s SMB and MME customers through resolving customer inquiries, advising with AI expertise, and ensuring optimal value realization of the platform.
- Leverage internal tools, utilizing AI and automations to support surfacing actionable customer insights at scale.
- Design and execute automated and human-touch strategies (e.g., proactive touchpoints, demos, renewal discussions, strategy sessions) that drive revenue and retention.
- Collaborate across Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing to align resources, share insights, and drive towards common goals.
#### **Outcomes**
- Handle escalated customer success inquiries and requests to the Accelerate ticket queue, providing additional support where needed and facilitating syncs as required.
- Identify at-risk customers and implement personalized engagement strategies to improve retention and satisfaction.
- Host ad-hoc meetings for customers, providing Q&A and live support at scale.
- 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.
- Proactively engages with new customers, projects, and internal teams, ensuring continuous alignment and staying ahead of emerging needs and opportunities.
#### **About You**
- 2+ years of Customer Success, and/or strategy, management, implementation, technology consulting experience, ideally in a scaled CS model.
- Working knowledge of APIs and a common understanding of SaaS platforms (e.g. Shopify, Salesforce, Zendesk, Hubspot, etc.)
- Excellent communication and presentation skills, with the ability to effectively explain technical concepts to non-technical audiences.
- Strong interpersonal skills as you will be required to engage with technical and non-technical champions across the table.
- Experience building relationships with senior stakeholders is a plus.
- 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.
- Resourceful and tenacious, able to thrive in ambiguity and guide/inform decisions with data-driven insights.
- 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.
#### 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.