Conversational Consultant Associate

Summary

Join Glia as an Associate Conversational Consultant and play a vital role in optimizing conversational experiences for financial institution (FI) clients using Glia's platform. You will work with diverse FI clients, addressing their challenges and contributing to the success of their conversational strategies. Responsibilities include reviewing client websites and social media for tone of voice recommendations, configuring virtual assistant responses, guiding clients through updating user goals, assisting with deployment, collaborating with internal teams, and acting as a subject matter expert. This role requires experience in writing for diverse audiences in English and Spanish, working on multiple client-facing projects, and collaborating across teams. A team player attitude, excellent communication skills, and a growth mindset are essential. Glia offers competitive benefits, including professional development support, access to tools and equipment, sports compensation, team events, and a diverse work environment.

Requirements

• +1 year of experience in a role requiring writing for a diverse audience in English and Spanish (ie. copywriting)
• Proven experience working on multiple Client-facing projects simultaneously
• Experience collaborating across multiple teams including Sales, Customer Success, and others to ensure the completion of deliverables
• 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
• Excellent written, oral, and social interpersonal skills across multiple audiences and methods in English and Spanish
• Highly collaborative and flexible
• Growth mindset with a natural curiosity about technology

Responsibilities

• 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
• Use client’s websites and other provided materials to configure effective and accurate responses for their virtual assistant
• Guide clients through the process of updating user goals, enabling them to review and approve the virtual assistant's responses to meet their unique business requirements
• 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 CSMs with post-launch clients to address their queries, concerns, and enhancement requests related to their existing GVA’s responses
• Collaborate with Glia's product and engineering teams to communicate client feedback, and 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

Preferred Qualifications

• Experience within the Financial Services industry
• Contact Center experience

Benefits

• Competitive salary
• Professional development support (trainings, courses, conferences, books, etc)
• 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 :)