Implementation Consultant

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.

Note: This position is part of a continuous hiring initiative. We hire for this role on an ongoing basis and welcome applicants at anytime.

• 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.

• 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.#LI-N1