Customer Success Specialist

| Chicago, IL, USA | Hybrid
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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.

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Technology we use

  • Engineering
  • Product
  • People Operations
    • CSSLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RustLanguages
    • ScalaLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • GraphQLLanguages
    • ReactLibraries
    • CypressFrameworks
    • JupyterFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • PyTorchAnalytics
    • NLPAnalytics
    • GPT3Analytics
    • openAIAnalytics
    • FigmaDesign
    • IllustratorDesign
    • MiroDesign
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft TeamsCollaboration

An Insider's view of Prosodica

What are some social events your company does?

As a company we have had holiday parties at Flight Club and the Puttery that allow coworkers to bond and socialize over a fun activity. As a team, we meet for an annual summit that concludes with comfortable conversation and a leisurely event such as TopGolf or River Cruise with dinner and fireworks.


Web Software Engineer

What projects are you most excited about?

I'm the most excited about the projects based on highly reactive data environment and involving functional programming, research, ASR and NLP.


Principal Software Engineer

How does the company support your career growth?

Through scheduled weekly time to learn about topics of our choice, book clubs that meet weekly to discuss some specific technology, as well as being given trust and autonomy in the features we develop.


Web Software Engineer

How do your team's ideas influence the company's direction?

Taking inspiration from the golden rule, we try to translate the kinds of things we like about our jobs into the applications we develop for our target users. So, our internal goals of providing unbiased feedback, creating opportunities to learn, and promoting autonomy actually drive our product strategy.



How would you describe the company’s work-life balance?

I’ve always loved the way our team prioritizes employees and our well-being. Prosodica is great in that it allows you to bring in your own interests, always encouraging personal development for the good of the team. For example, I’m a software developer who minored in art and design and I’m encouraged to bring both qualities to the table.


Web Software Engineer

What are Prosodica Perks + Benefits

Prosodica Benefits Overview

Our 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
Open door policy
OKR operational model
Pair programming
Open office floor plan
Flexible work schedule
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 Prosodica. 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
Child Care & Parental Leave
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
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
Our office kitchen is regularly restocked with free snacks and beverages for our employees.
Some meals provided
Recreational clubs
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. 
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

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