Customer Solutions Consultant II

The 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.

Responsibilities

• 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.