About Agyle Time

Agyle Time is a technology startup that belongs to Playvox, with a workforce management product aimed at contact center environments. Agyle Time went to market in 2014 / 2015 with a first prototype of its workforce management product, and brought on board its first customer in mid-2015.

The Agyle Time product is fully cloud based, developed as a series of micro-services and leveraging the AWS infrastructure and ecosystem. It has evolved quickly from proto-type to being a fully featured and compelling offering. Our customers span industries across financial services, government, retail, technology, and utilities. They range in size from approximately 50 seats to approximately 600, and the rapid uptake and growth means that we are looking for great people to join us; we are a small but fast-evolving team who pull together to produce and deliver amazing client outcomes. We are looking for a like minded person to join our dynamic team.

Role Description – Customer Success Manager

We are looking for someone to develop and enhance our customers experience, assisting in building and developing our customer relationships through their entire journey. You will be working with our existing team to ensure that our customers continue to become our advocates through successful user adoption, and ongoing gold class service experience.

The ideal person is someone that is keen to get involved in a small, and fast paced team environment. You will need to be prepared to dig in, and do what is required to ensure successful adoption of our product, and to ensure that our customers are happy. A background in Workforce Management and/orContact centre management is highly advantageous.

Responsibilities

● Building great client relationships and becoming the trusted advisor for the customers in your

portfolio

● Maintaining contact with a portfolio of customers through regular meetings, business reviews and

adhoc training as required

● Maintain client information records to assist with early identification of clients who may be at risk

or need additional support

● Become the voice of the customer internally and communicate their issues clearly through to

resolution or workaround

● Responsible for and targeted on retention of existing clients through contract renewal processes

● Document and monitoring of client issues, feature requests and product enhancements through to

resolution.

● Responsible for and targeted on retention of existing clients through contract renewal processes

● Developing new materials to assist in self-help, training, and enablement of our customers.

● Assistance in ongoing customer support, through assisting in responding to queries, best practices,

new feature walkthroughs, and customer touchpoints.

● Input into the product development roadmap, including inputting ideas, feedback from customers,

and assisting in validating releases prior to general release.

Agyle Time – Job description

Confidential

Skills required

● You will need a strong background in either Workforce Management, Contact Center environments

or Customer Success Management to be successful in this role.

● The primary skill required for this role is the ability to clearly communicate, and build strong

relationships with our customers and partners.

● A strong advisory ability is favourable, the client needs to trust your advice and you need to be

confident to deliver advice and recommendations

● Your role will require you to balance multiple conflicting priorities day to day and you will need

strong organisational skills as well as a clear communication style to allow you to keep your

customer informed throughout the process.

● You will need an ability to work within a dynamic team, in a rapidly moving environment.