Vail Systems

Customer Success Manager

• Serve as the primary day-to-day technical contact for assigned customer accounts utilizing the RACC platform
• Build and maintain strong customer relationships through proactive outreach, regular communication, and ongoing support
• Review monitoring pages and system dashboards throughout the day to identify, investigate, and resolve customer-impacting issues
• Troubleshoot call routing, provisioning, and platform issues using SIP call logs, call detail records (CDRs), and internal monitoring/reporting tools
• Work closely with software developers, network/operations engineers, project managers, and business analysts to resolve customer issues
• Document troubleshooting steps, technical findings, customer environments, and operational procedures in internal knowledge bases such as Confluence/Jira
• Support onboarding and provisioning efforts by attending implementation meetings, tracking progress, and assisting with technical readiness activities
• Manage inbound customer communications through email, ticketing systems, and phone while meeting internal response expectations
• Participate in team meetings to provide customer/project updates, escalate blockers, and align on weekly priorities
• Provide after-hours support as needed for emergency customer-impacting incidents
• Identify opportunities for process improvements, documentation updates, and operational efficiencies across the team

Customer Success Specialist