Solutions Analyst

Solutions Analyst

This job is no longer open

**This is a remote role**

Summary

The Solutions Analyst is responsible for enhancing and providing ongoing maintenance and recommendations for Loyal's "Guide" (chatbot) product. In this role, the Solutions Analyst will be responsible for working closely with Strategic Account Managers and Loyal customers in implementing and maintaining Guide dialog responses through the entire customer lifecycle. A successful Solutions Analyst will be data-driven and comfortable with manipulating and analyzing data while demonstrating the ability to work both independently and as a team.

Reporting to the VP of Customer Success, the Solutions Analyst must demonstrate extremely strong communication and attention to detail skills. Communication skills are critical for allowing complex technical concepts to be clearly and easily explained to non-technical audiences in order that we build the right product for customers and deliver exceptional customer experiences.

Responsibilities

  • Work with our customers and Strategic Account Managers to design and implement optimal user experiences by conducting research, evaluating user feedback, and analyzing usage trends to improve chatbot performance.
  • Participates in the implementation process for Guide customers 
  • Responsible for maintaining Guide dialog responses through the entire customer lifecycle of your designated accounts. 
  • Designs and implements conversation experience, including process flows and site maps that will effectively communicate information to end consumers. 
  • Works cross-functionally with internal and customer stakeholders to implement intents and the associated training phrases, entities, contexts, and business rules that define the conversation with Guide. 
  • Analyzes feedback, performance, and other data against KPIs to find actionable insights for our customers and recommend product improvements. 
  • Monitors the performance of Guide on our customers’ sites, frequently reviewing key metrics and reports, and making adjustments to improve performance. 

Qualifications

  • Bachelor’s Degree or equivalent work experience required. 
  • Minimum of one year of experience working in a Product Analyst or similar role preferred.
  • Experience with Artificial Intelligence and tools such as SQL and Python preferred.
  • Experience with data management preferred.
  • Experience working within a software as a service (SaaS) company preferred. 
  • Experience working within a start-up and/or ambiguous environment, with proven experience to be adaptable preferred. 
#LI-REMOTE
This job is no longer open
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