Vail Systems, Inc.

Customer Success Specialist

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Who You Are

Prosodica is seeking a Business Analyst in a customer support role to aid in our development of successful client relationships. As a Business Analyst / Customer Support Specialist, you will be the primary point of contact for one or many of our valued clients. Your daily objective is to help our clients realize maximum value from their Prosodica solution, which you will accomplish through consistent communication, collaborative problem-solving, and incident response. This role is team-oriented, as you will collaborate with highly technical engineering and business teams alike.

The ideal candidate will be an excellent communicator with good problem-solving skills and an ability to analyze and synthesize findings from large data sets. The applicant will have knowledge of quantitative and qualitative analysis, statistics, data visualizations, and customer service. Additionally, the candidate will be detail-oriented, self-motivated, and adaptable. 


What You'll Do

  • Acquire a deep understanding of Prosodica’s products to provide accurate information and support to customers.
  • Respond promptly to customer inquiries via email, phone, our ticketing system, and other channels.
  • Troubleshoot technical issues and data problems, guiding customers to solutions.
  • Create a hypothesis, wrangle big data, and run a variety of statistical tests using Python, Excel, or R.
  • Build visualizations based on the results of the statistical tests using tools such as Tableau, Superset, or Power BI.
  • Maintain a detailed record of customer interactions and transactions.
  • Develop product training materials to help customers stay updated on product features and updates.
  • Work closely with and provide feedback and recommendations to the product team based on customer feedback and issues.
  • Meet personal/team sales and business growth targets.
  • Read and interpret the packets of voice data in Vail’s systems to measure elements such as voice clarity, emotion, and stress to better predict and react to future dynamic conversations.
  • Continually research industry-related topics such as new solutions for speech analysis, automatic performance measurements, and real-time coaching to humanize our customers’ contact center experiences.
  • Present findings and status update reports in weekly team meetings.
  • Create presentations from complex statistical insights into compelling business stories for customers. 

Qualifications - We encourage you to apply if you think your experience may be a match, even if you do not meet all the qualifications.

  • A Bachelor’s degree in Business Management, Computer Science, Mathematics, Statistics, or a related degree.
  • 2+ years of experience in a technical customer-facing business analyst role.
  • Excellent verbal and written communication skills, including communicating and distilling complex analyses for a non-technical audience.
  • Demonstrated experience and success in technical client-facing interactions.
  • Proficiency with Tableau, Superset, Power BI, or other data visualization tools.
  • Experience supporting strategic analysis that impacts decisions.
  • Proficiency with SQL and non-relational databases.
  • Experience collaborating with highly skilled engineering staff in a technical environment.
  • A Master’s degree in Business Management, Computer Science, Mathematics, Statistics, or a related degree, preferred.
  • Ability to visually communicate a story from the data, preferred.
  • Knowledge of operational and financial business metrics, preferred.
  • Experience with speech analytics tools, preferred.
  • Experience with contact center data, preferred.

Who We Are

At Vail, we believe in the unique power of voice interactions to create more expressive, more intimate, and more efficient interpersonal interactions. Using Vail technology, we make millions of voice interactions better every day. We process around 10% of all toll-free call traffic in the U.S.; 1 in 10 times when someone calls a customer support hotline, Vail is routing or interacting with that call.

We are rapidly growing across multiple dimensions, including our customer base, the scope of products we offer, and the size of our team. Now is the right time for a strong candidate to join and grow with us. We have a supportive culture where employees are encouraged to achieve both personal and team goals because we believe growth leads to both business impact and personal fulfillment. 

We offer competitive compensation and affordable benefits with flexibility and choice to meet individual and family (including Domestic Partnerships) needs, including:

· Multiple medical, dental, and vision plan options 

· Company-paid life insurance, short and long-term disability 

· 401(k) savings plan with company match (50% on first 6% of employee contribution) 

· 32 days total annual PTO 

· Annual Bonus Program

· Paid maternity and paternity leave 

· Relocation allowance 

· Employee referral bonus 

· Gym membership 

· Technical and Professional Development stipend

We are striving to implement and sustain an inclusive and equitable work environment for all employees by sourcing underrepresented groups and continually empowering those individuals within our organization to further enrich Vail’s communication solutions. We recognize that equitable and unique individuals benefit our teams’ problem-solving, innovation, and development efforts. 

Our offices are located in Deerfield and Chicago, IL. Interviews and onboarding are conducted in our offices when possible. We observe a hybrid work format that provides employees flexibility to collaborate with team members based on business needs. 

See More
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Vail Systems, Inc. Perks + Benefits

Vail Systems, Inc. Benefits Overview

Vail’s core values are integral to every aspect of our company, including how we support each employee’s health and happiness in and out of the workplace. We provide access to top-tier health and wellness benefits, opportunities for continued educational experience, and several other benefits that support a healthy work-life balance.

Partners with nonprofits
We partner with Seneca Foundation and Chicago Public Schools to educate Black and Latinx recent Chicagoland high school graduates with paid software development training opportunities.
Open door policy
OKR operational model
Pair programming
Open office floor plan
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Remote work program
Each employee’s balance of remote and on-site work is based on how they work best, and when in-person collaboration is most effective.
Documented equal pay policy
Mandated unconscious bias training
We provide training to all employees who participate in our interview process on unconscious biases and interview best practices.
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Covers Health, Limited Purpose, Commuter, and Dependent Care.
Disability insurance
Dental insurance
Three (3) plan options through Cigna, including PPO, Buy-up PPO, and HMO.
Vision insurance
Health insurance
Three (3) plan options through Blue Cross Blue Shield of Illinois, including PPO, High Deductible PPO (HSA), and HMO. All plans ensure prescription coverage.
Life insurance
All employees receive Basic Life coverage, provided by Vail Systems. Additional coverage is also available.
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Access to ComPsych’s Employee Guidance Programs and services.
Financial & Retirement
401(K) matching
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave
Childcare benefits
Generous parental leave
New parents receive twelve (12) weeks paid leave for primary caregivers and two (2) weeks paid leave for secondary caregivers.
Family medical leave
Vacation + Time Off
Generous PTO
Employees receive fifteen (15) days of PTO and two (2) “float days” per year.
Paid holidays
Paid sick days
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Pre-tax commuter plans are available to help employees cut back costs on transit (Metra, CTA) and parking.
Company-sponsored outings
Free snacks and drinks
Both our Chicago Loop and Deerfield office kitchens are regularly restocked with free snacks and beverages for our employees.
Some meals provided
Recreational clubs
Vail Systems sponsors a summer softball league and triathlon team.
Relocation assistance
Our relocation assistance plan offers a maximum reimbursement $1000 for relocations over 50 miles from previous home location.
Home-office stipend for remote employees
All full-time employees are eligible for a $100 reimbursement to help get their home office set up. 
Mother's room
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Apprenticeship programs

Additional Perks + Benefits

Employee Referral Bonuses. Gym Memberships. Collaborative Work Space. Competitive Pay.

More Jobs at Vail Systems, Inc.

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Vail Systems, Inc.Find similar jobs like this