Ada

• Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs. • Deliver exceptional customer service experience and technical support to our clients. • Support our non-engineering teams in using, debugging, and understanding our platform. • Maintain and improve internal product documentation for the client support team. • Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders.

• Deliver high-quality production-ready code with direction from the team. • Execute on defined tasks and contribute to solving problems with defined solutions in the AI space. • Participate in the core processes of the team (planning, on-call rotations, bug triage, metrics review, etc) • Participate in code reviews and raise questions to help me learn the codebases and technologies relevant to my work • Contribute to a positive sense of community on my team (e.g., engage in team activities, offsites etc) • Proactively share relevant information on my project including difficult task-level trade-offs that impact the product to my manager and team (including product/business partners). • Actively contribute to virtual program learning sessions such as: time management and career development etc.

• Define and execute Ada's technology and cloud alliance strategy, identifying and prioritizing the partner relationships that will have the greatest revenue and strategic impact. • Build and manage co-sell and co-market programs with AWS, Google Cloud, and Microsoft Azure — including Marketplace listings, joint pipeline generation, and partner-sourced deal acceleration. • Own relationships with key technology partners (CRM, CCaaS, WFM, and adjacent platforms), developing joint solutions and integration go-to-market plays. • Drive measurable partner-sourced and partner-influenced pipeline, setting targets and holding yourself accountable to revenue outcomes. • Serve as executive sponsor for strategic technology and cloud partnerships, developing joint business plans with clear revenue targets, success metrics, and executive alignment. • Coordinate cloud marketplace strategy — ensuring Ada is well-positioned on AWS Marketplace, Azure Marketplace, and Google Cloud Marketplace, with the right listings, funding programs, and deal registration processes in place. • Partner closely with Ada's sales, solutions, product, and marketing teams to integrate alliance strategy into field execution — ensuring partners amplify Ada's reach, not just add logos to the website. • Define and maintain rules of engagement between Ada's direct sales motion and partner-influenced deals, keeping both sides aligned and conflict-free. • Build the business case for alliance investments — modeling ROI, mapping partner economics, and presenting recommendations to leadership with clarity and rigor. • Track alliance health and performance using dashboards and scorecards; use data to continuously prioritize effort and surface emerging opportunities.

Role Description As a Sales Development Representative, you are representing Ada as the first point of contact with potential clients. You'll become an expert on communicating the value of our AI Agents, consulting with prospective clients across different industries, learning about their business challenges and goals, and how Ada can help. You'll go through an amazing training program where you'll gain product knowledge and learn to use a variety of sales tools — including the AI-powered stack our SDR team uses every day to cut research time by ~60% and run smarter, faster outreach. If you are looking forward to rolling up your sleeves and making an impact not only on Ada's growth but on the success of the businesses you'll be working with, this role is definitely for you. Qualifications - Excellent written and verbal communication skills. - Results-driven with a team-oriented mindset. - Deeply curious, craving feedback, and excited about learning in an accelerated environment. - Highly motivated with a passion for making cold calls. - Outside-the-box thinker, adaptable and creative. - Previous SaaS experience is a plus. Requirements - Crafting and deploying personalized omni-channel campaigns to prospective clients. - Qualifying prospective clients on video and phone calls. - Becoming an Ada product expert. - Developing new outbound prospecting strategies and optimizing existing ones. - Using modern sales tools including Outreach, LinkedIn, Gong, Vidyard, and Salesforce. - Collaborating with Account Executives to build long-term relationships with new accounts. 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. - 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.

• Champion Ada's own platform for customer support automation while owning the end-to-end technical support KPI framework, including SLA design, enforcement, and continuous optimization across all tiers, along with metrics such as CSAT, escalation rates, deflection rates, and SLA adherence. • Build and maintain an escalation framework that bridges Tier I and Tier II support and connects cleanly to Engineering and Product, serving as the executive escalation point for high-severity, high-impact client issues. • Build AI-powered workflows and set measurable AI adoption targets for the team; running regular assessments and driving continuous improvement in how AI is embedded into daily support workflows, with defined success metrics including AI-assisted ticket resolution rate, deflection rate improvement, and time-to-resolution benchmarks. • Act as the strategic connector between Technical Support, Engineering, Product, and Customer Solutions, translating raw client feedback into structured, and actionable bug reports. • Represent technical support at the leadership level, contributing to product strategy and roadmap prioritization as both a practitioner and a thought leader. • Instill rigorous backlog hygiene and queue management practices across the support organization. • Leverage observability data and AI tooling to identify systemic issues before they impact clients at scale.

• Own the entire sales motion for Enterprise accounts. • Manage and close expansion opportunities within your existing customer base. • Through prospecting you will build and maintain a strong sales pipeline alongside Sales Development Representatives. • Develop a territory plan that supports the successful execution and achievement of sales targets. • Accurately forecast quarterly results to Sales Leadership. • Collaborate closely with Customer Solutions Consultants to deliver impactful product demos to key stakeholders. • Become an expert on all things Ada and be able to effectively communicate our value proposition to all levels, including C-Suite executives.

• Own day-to-day Salesforce administration, including break-fix triage, user support, configuration changes, and admin request intake. • Lead project work across new feature builds, automation development, schema changes, and managed package management (DealHub, Rocketlane, Gong, HubSpot). • Monitor and enforce data integrity across the org, with a focus on reducing data quality gaps that impact downstream reporting and customer health tooling. • Read, debug, and refactor existing Apex triggers and classes; identify governor limit risks and own resolution. • Establish and maintain a formal release and change management process for all Salesforce deployments. • Collaborate with RevOps, Sales, and CX stakeholders to translate business requirements into scalable Salesforce solutions. • Document existing automations, custom objects, and Apex code to reduce organizational risk and support future development.

• Own the quality and reliability of the AI features that power our AI Agent platform for customer support • Partner with Product Managers, Engineers, and Designers to frame problems, design experiments, and make evidence-based decisions • Deliver simple and highly reusable evaluation and analysis code • Collaborate with engineers to productionize changes • Develop a deep understanding of Ada’s product and empathize with our users

• 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.

• Your goal will be to deliver new integrations and features to drive amazing experiences for customers. • You will be building on top of Ada’s API and integration framework. • Features you deliver will be adopted by the cutting edge of Ada’s client base, and will be used to open up new avenues for growth through our integration marketplace. • Furthermore, as the main consumer of Ada’s API platform, your projects will be used to inform & drive Ada’s core architecture and strategy long term.