Implementation Consultant at Ada18

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, 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. The Role As an Implementation Consultant (internally known as Professional Services Consultant), you will lead enterprise customers through the entire onboarding and implementation journey—starting post-sale and ending with a successful launch. You will serve as both a technical partner and strategic advisor to clients, helping them design scalable solutions, integrate Ada’s platform into their ecosystem, and realize value quickly. Your work will involve building logic-based workflows, configuring Generative AI, implementing integrations, and enabling clients to confidently manage the platform post-launch. You’ll also collaborate cross-functionally with teams across Sales, Technical Services, Product, and Engineering to align on requirements, remove blockers, and ensure each project is delivered smoothly. Implementation projects involve deploying Ada across messaging, email, and voice channels, and are tailored to align with each client’s infrastructure and strategic priorities. Outcomes • Own the end-to-end delivery of client implementations, from kickoff through go-live, ensuring launches are timely, high-quality, and aligned with client objectives. • Collaborate with clients to understand their goals and technical environment, translating these into actionable implementation plans and tailored automation solutions. • Provide strategic guidance and best practices on how to leverage Ada, helping clients design scalable user journeys and automation strategies that support their long-term goals. • Design and configure logic-based workflows within Ada’s platform, including the implementation of Generative AI experiences tailored to each client’s business objectives and automation strategy. • Implement integrations with client systems, such as CRMs (e.g., Salesforce), eCommerce platforms (e.g., Shopify), authentication providers (e.g., Okta), and custom APIs, to enable automation, personalization, and reporting. • Test and refine GenAI responses through iterative adjustments, ensuring response quality, consistency, and alignment with project goals. • Coordinate with client stakeholders and internal teams, managing project milestones, proactively addressing blockers, and ensuring a seamless implementation experience. • Provide training and supporting documentation to equip clients for successful adoption and long-term management of the Ada platform. • Collaborate with Product and Engineering teams, sharing insights from implementations to identify areas for improvement and help shape product direction based on client needs. About You • 3+ years of experience in implementation consulting, professional services, or a related field, preferably within a SaaS environment. • Strong technical aptitude, with working knowledge of APIs, the ability to troubleshoot data flows, and communicate effectively across technical and non-technical stakeholders. • Solid understanding of SaaS ecosystems, with experience integrating tools like Shopify, Salesforce, Zendesk, or HubSpot into client environments. • Excellent communication and relationship-building skills, with the ability to explain technical concepts to non-technical audiences and influence VP-level stakeholders. • Strong understanding of logic-based workflows, with the ability to confidently design and troubleshoot decision trees, conditional logic, and automation flows. • Comfort operating in ambiguity, solving complex problems, and staying on track amidst shifting priorities. • A curious and resilient mindset, with a bias for action and a passion for continuous learning, iteration, and driving progress. Bonus: Knowledge and experience implementing Generative AI solutions or CX automation tools is a strong asset. Compensation: $100,000 - $120,000 OTE CAD Pay will be determined based on several factors such as past experience, qualifications, geographic location and other job related factors permitted by law. #LI-N1 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.