Managed Services Consultant

Ada

Canada Remote

Full-time

Customer Success

Jan 10

Ada was founded on land that is the traditional territory of the Mississaugas of the Credit, the Anishnabeg, the Chippewa, the Haudenosaunee, and the Wendat peoples and is home to many First Nations, Inuit, and Métis peoples. We also acknowledge that Tkaronto is covered by Treaty 13 with the Mississaugas of the Credit, and the Williams Treaties signed with multiple Mississaugas and Chippewa bands.


Ada’s powerfully simple conversational AI platform helps the world’s most innovative enterprises scale and transform their customer experiences through automation. Since 2016, Ada has powered more than 4 billion automated interactions for brands like Meta, Verizon, AirAsia, and Square. Canadian-founded, Ada serves companies and their customers worldwide. For more information, check us out on ada.cx, Brands Talk podcast seriesour blogLinkedInBetakit, and BuiltIn.


We’re looking for a Managed Services Consultant to join our brand new Managed Services team. You will be the quarterback on each client engagement, responsible for the successful delivery of Managed Services for our new and existing accounts. You will have an opportunity to shape the way we make our clients successful at Ada with the support of a strong and growing team.


As a Managed Services Consultant, you will partner with our Sales, Customer Success, and Professional Services team to ensure our clients are set up for long-term success. You will build meaningful relationships with your portfolio of clients, leading the delivery of managed activities, offering product expertise, and consultative guidance. You will be proactively advising clients on ways to leverage Ada more effectively, while ensuring our client’s continued success. In addition, you will get to work closely with our Professional Services team, with the opportunity to support projects for net new implementations and re-engagements. 


If you are a naturally curious, relationship-focused individual who gets excited about building something new, we want to hear from you! As a Managed Services Consultant, you will play an integral role in driving results and shaping the future of customer experience through automation. As an innovator and trailblazer in the space, you will be transforming the way businesses communicate.

About You

  • 3+ years of professional services, account management, client services, customer success or consulting experience, with a passion for technology.
  • Outstanding ability to build meaningful relationships with your teams and clients.
  • Exceptional organizational, presentation, and communication skills, with a proven track record of helping clients meet their business objectives through effective application of technology.
  • Self-starter with the ability to manage priorities effectively across multiple clients, ensuring timely completion of action items across your Managed Services Book.
  • Results and impact driven.
  • Highly analytical with the ability to make data-backed decisions.
  • Reliable and resilient team player who can adjust to new challenges, take ownership, and deliver on commitments in a dynamic, ambiguous environment.
  • Focused on continuous improvement, with a proactive mindset.
  • Technically savvy with working knowledge of APIs and a fundamental understanding of SaaS platforms represented in Ada’s partner ecosystem (e.g. Shopify, Salesforce, Zendesk, etc.), is an asset.
  • Experience working and collaborating with Engineering and Product teams, to provide ongoing feedback on how a product is being used and how it can be improved.

Outcomes

  • Develop strong alignment and trust with the client, deeply understand their needs, and ensure their continued success by driving value through our platform.
  • Partner with our clients and our Customer Success team to develop a strategic engagement plan, driven by data and insights, which will enhance their digital strategy.
  • Deliver on multiple complex, concurrent client engagements while ensuring that each remains in-scope.
  • Provide guidance on best practices, and be the product expert (including the ability to demonstrate, configure, test, train and deploy Ada solutions).
  • Drive adoption of the platform and introduce new and existing features; remove blockers and ensure a path to long term success.
  • Support on professional services projects and/or tasks.
  • Define or improve processes, establish best practices, and add to our internal toolkit by contributing to the Managed Services Playbook.

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Benefits

• Competitive salary and generous stock option plan

• Unlimited vacation

• Wellness account

• Extended health coverage

• Dental/optical/travel insurance

• Life insurance

• Employee and family assistance plan


Perks

• Flexible work schedule

• Digital first, fully remote with WFH budget

• In-house social worker

• Paid parental leave for Canadian and U.S. residents

• Development opportunities



About Us

Ada is a rapidly growing digital first company in a thriving AI ecosystem. We optimize our communication, collaboration, and work ethic for the digital world instead of in-person. We are building the workplace of the future to build the customer experience of the future. With flexible working hours, together we'll determine a schedule that fits your style and the requirements of your role. We are backed by world-class investors, including Spark, Accel, FirstMark, Bessemer Venture Partners, and Version One. We provide our employees with competitive compensation, great health benefits, and ownership in our company.  


We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities because we believe that without you, we cannot progress. At Ada, we don’t stand for tokenism. We stand for representation. 


Our values are our fundamental driving forces for decision making. They are the heart of what we stand for and are critical to our next phase of growth. You can learn more about our values and Ada’s founding story on our Careers page.


Everyone has their own unique talents. Even if you don’t meet 100% of the qualifications outlined above, tell us why you’d be a great fit for this role in your application.

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Ada

AI-powered, scalable automation to drive engagement across the customer journey.

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