Customer Solutions Consultant, Ada Accelerate in Canada Creek, Nova Scotia at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Solutions Consultant, Ada Accelerate based in Canada.

This is a customer-focused opportunity supporting SMB and MME customers through a scaled Customer Success model.
You will help customers activate, adopt, and maximize the value of an AI-powered customer service platform.
The role combines customer engagement, AI expertise, technical problem-solving, analytics, and retention strategy.
You will manage a scaled portfolio while identifying risks, surfacing actionable insights, and creating proactive engagement strategies.
Your work will span automated and human-led interactions, from support and demos to renewal conversations and strategic sessions.
You will collaborate closely with Professional Services, Sales, Product, Engineering, Marketing, Data Analytics, and Revenue Operations.
This role is ideal for a curious, resilient, data-driven professional who thrives in fast-moving environments and enjoys helping customers succeed with emerging technology.

• Provide customer success and support to SMB and MME customers by resolving inquiries, offering AI expertise, and helping customers realize the full value of the platform.
• Manage and prioritize a scaled book of business, using proactive and reactive engagement to strengthen customer relationships, adoption, satisfaction, and retention.
• Handle escalated customer success inquiries and requests, providing additional support and facilitating customer syncs when required.
• Identify at-risk customers and develop personalized engagement strategies designed to improve retention and customer satisfaction.
• Host ad-hoc customer meetings, providing Q&A, demonstrations, and live support at scale.
• Drive platform adoption and utilization, with a particular focus on increasing automated resolutions for existing customers.
• Leverage internal tools, AI capabilities, and automation to surface actionable customer insights and improve the efficiency of scaled customer engagement.
• Design and execute automated and human-touch strategies, including proactive outreach, demos, renewal discussions, and strategy sessions, to support revenue growth and retention.
• Collaborate with Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, Engineering, and Marketing to align resources and share customer insights.
• Provide ongoing feedback to Product Management, Engineering, and Marketing to help improve products, customer experiences, and go-to-market initiatives.
• Proactively engage with new customers, projects, and internal teams to maintain alignment and identify emerging needs and opportunities.

• 2+ years of experience in Customer Success, strategy, management, implementation, technology consulting, or a related field, ideally within a scaled Customer Success model.
• Working knowledge of APIs and a general understanding of SaaS platforms such as Shopify, Salesforce, Zendesk, HubSpot, or similar technologies.
• Excellent communication and presentation skills, with the ability to explain technical concepts clearly to non-technical audiences.
• Strong interpersonal and relationship-building skills, with the ability to engage effectively with both technical and non-technical customer stakeholders.
• Experience building relationships with senior stakeholders is a plus.
• Technically and analytically curious, with a strong appetite for continuous learning, experimentation, and discovering better ways of working.
• Resourceful and persistent, with the ability to operate effectively in ambiguous situations and use data-driven insights to inform decisions.
• Strong customer orientation and the ability to translate customer needs into actionable solutions and engagement strategies.
• Reliable and resilient team player with a startup mentality and the ability to deliver on commitments while managing multiple competing priorities.
• Comfortable working in a fast-paced, constantly changing environment where processes and priorities may evolve quickly.
• Ability to collaborate effectively across cross-functional teams and contribute to shared business and customer outcomes.

• Unlimited vacation.
• Comprehensive extended health coverage.
• Dental and vision insurance.
• Travel and life insurance.
• Wellness account to support individual well-being and lifestyle needs.
• Employee and Family Assistance Plan.
• Flexible work schedule.
• Remote-first work environment with the option to work from a local hub.
• Learning and development budget.
• Work-from-home budget.
• Access to advanced AI tools and technologies.
• Hands-on exposure to large language models (LLMs).
• Opportunity to work at the forefront of AI and customer service technology.
• Benefits and perks listed above apply to full-time, permanent employees.