Customer Success Specialist

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. 

#BI-Hybrid

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.

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) 

       31 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.