What are the responsibilities and job description for the Agent Success Manager position at Aptean?
Overview
About the role
As Agent Success Manager, you own the operational success of deployed AIaaS agents for the term subscription's life. You take ownership when agents transition out of Hypercare into Support, bridging the customer, Account Executive, and Agent Engineering. You ensure agents deliver value while protecting scope boundaries.
Key Responsibilities
- Field customer issues via our Ai-Native Platform Appcentral, triaging the Workspace Queue and diagnosing issue complexity.
- Review change requests against the customer's blueprint, routing to Agent Engineering or Sales as needed.
- Track adoption trends using usage data and identify expansion opportunities for the Account Executive.
- Monitor renewals via Salesforce and manage account offboarding when subscriptions end.
- Serve as operational liaison, translating technical issues into business-friendly updates.
About you
You communicate complex technical issues in clear, business-friendly terms, maintaining customer confidence through transparent incident resolution. You balance protecting the account's technical scope with identifying expansion opportunities. You coordinate across multiple teams to ensure smooth operations.
Qualifications
- Experience supporting customers in technical environments.
- Familiarity with cloud-based platforms and subscription service models.
- Working knowledge of Salesforce.
- Ability to monitor renewals and retention and deal with customer requests
What's in it for you?
Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth.
About Aptean
At Aptean, our mission is to solve tomorrow's unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean's purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean's compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations.
"At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company." – TVN Reddy
Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.
What’s in it for you?Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth. About ApteanAt Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’ s purpose-built ERP and supply chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’ s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations.“At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.” –TVN ReddyAptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.