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Conversational Consultant

Finn AI

Finn AI

Remote · United States
Posted on Thursday, August 24, 2023

About Glia

Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

We're growing rapidly, and seeking a passionate professional to join our Solutions organization as a Conversational Consultant. Our Solutions team is a world-class collection of individuals who are focused on driving value for our clients. 

If you have what it takes to thrive in a fast-paced, dynamic fast-growth startup, keep reading!

The role:

As a Conversational Consultant at Glia, you will play a vital role in assisting both new FI implementations and post-launch FI clients in optimizing and enhancing their conversational experiences using Glia's platform. Your expertise will help shape exceptional customer experiences and foster long-lasting partnerships with Glia's clients

Glia has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. 

If this sounds like a good fit for you, why not say hello?

What You'll Do:

  • Review client’s websites and social media to provide tone of voice recommendations at the start of a new implementation, aligning the virtual assistant's personality with the brand's identity and customer base.
  • Conduct comprehensive training sessions with clients on how to effectively use the Glia CMS, ensuring they have a clear understanding of the platform's functionalities and features.
  • Guide clients through the process of updating user goals, enabling them to customize the virtual assistant's responses to meet their unique business requirements.
  • Instruct clients on how to conduct user acceptance testing (UAT) to validate the virtual assistant's performance, identify potential issues, and ensure a seamless end-user experience.
  • Assist clients in exporting their user goals to staging and production environments, ensuring a smooth and error-free deployment process.
  • Work closely with Launch Managers to ensure alignment on GVA processes and timelines. 
  • Assist CSM’s with post-launch clients to address their queries, concerns, and enhancement requests related to their existing GVA implementations.
  • Offer extra guidance on GVA best practices to help clients leverage the full potential of the platform and optimize their conversational interactions with customers.
  • Conduct in-depth reviews of analytics data and CMS performance to identify opportunities for improvement and suggest data-driven content recommendations to enhance user experiences.
  • Collaborate with Glia's product and engineering teams to communicate client feedback, feature requests, and identify areas for product improvement.
  • Act as a subject matter expert within the organization, sharing knowledge and best practices with other team members to foster a culture of continuous learning.

What You'll Bring:

  • 3+ years of experience as a conversational designer
  • Experience working with AI Bots 
  • NLP Experience
  • Proven ability to coordinate multiple Client-facing projects simultaneously
  • Experience collaborating across multiple teams
  • A team player attitude with strong presentation skills, self-confidence, and enthusiasm
  • Curious by nature, enthusiastic problem solver, capable of meeting challenges in an efficient but also scalable way 
  • Strong project management skills 
  • Excellent written, oral, and social interpersonal skills across multiple audiences and methods
  • Highly collaborative and flexible
  • Growth mindset with a natural curiosity about technology

Bonus Points!!

  • Experience within the Financial Services
  • Training/ Teaching Experience
  • Domain of Service Desk / Ticketing Systems (e.g., JIRA)


Benefits

  • Glia stock options and competitive salary
  • Diversity: 18 languages and 15 countries represented.
  • Professional development support  (trainings, courses, conferences, books, etc)
  • Transparent career development system
  • Different options for your working preferences (office, remote, flexible)
  • Access to all the latest tools and equipment you’ll need 
  • Sports compensation, reimbursement for therapy, counseling sessions
  • Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
  • Generous referral bonuses 

*Glia is an equal opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

 

*Want to know more about working at Glia?  Check our Glia's Career FAQs