Customer Solutions Consultant II

🕒 il y a 22 jours

🇬🇧 Royaume-Uni – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💻 Ingénieur Solutions

🇬🇧 Parrain de Visa de Travailleur Qualifié UK

Cette entreprise a parrainé des visas de Travailleur Qualifié du Royaume-Uni par le passé.

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Ada

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2016

☁️ SaaS

🤖 Intelligence artificielle

SaaS • Artificial Intelligence

Ada est une entreprise spécialisée dans la fourniture d'une plateforme alimentée par l'IA pour automatiser le service client sur plusieurs canaux, y compris le web, SMS, téléphone, email et les réseaux sociaux. Leur produit, l'Agent IA d'Ada, aide les entreprises à gérer et optimiser les interactions clients sans nécessiter de compétences en codage. Ada propose des solutions adaptées à des industries telles que le commerce électronique, les technologies financières, les logiciels en tant que service (SaaS) et le jeu vidéo. Avec un accent sur le service client piloté par l'IA, la plateforme d'Ada prend en charge les systèmes commerciaux critiques, permettant aux entreprises d'améliorer l'efficacité opérationnelle, de réduire les coûts et d'améliorer l'expérience client. Leur technologie est conçue pour s'intégrer parfaitement aux configurations de service client existantes tout en garantissant la sécurité et la conformité avec des normes telles que HIPAA et RGPD.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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. • 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.