Customer Success Manager (Remote)

At Astra, we partner with exceptional companies in the heavy mechanical industries to deliver best-in-class service by developing the people, connecting professionals within our network, and sharing best practices between our partners for growth. In purchasing companies and bringing them into our network, we empower their growth by inviting them to tap into new resources and the shared experience and expertise of our full network.

About The Job

This role will serve as the primary point of contact for supporting businesses using the Astra technology system. The individual in this position will build and maintain relationships with all Astra businesses, facilitating issue resolution within the network. The Customer Success Manager will collaborate with vendor partners to ensure service level agreements are met and that Astra businesses receive the necessary support. Additionally, this role will be responsible for gathering feedback from businesses on the technology and working with vendor partners to prioritize the development of new features

Responsibilities

• Be a trusted present partner for all Astra businesses as it relates to the tech stack through all phases of support from Go Live to self service
• Develop and implement a customer health score for Astra businesses that aligns with each vendor partner’s service level commitments and provide regular reports on customer health.
• Collect and organize a feature backlog from Astra businesses through crowd-sourcing, and collaborate with vendors to prioritize critical enhancements and defect resolutions for development
• Develop communication plans for fixes and enhancements that provide Astra businesses with realistic target dates and timelines
• Estimated 50% travel requirement
• Observe technicians to ensure the software’s user experience supports efficient revenue generation MINIMUM QUALIFICATIONS
• 5 years experience working in a customer service space
• 5 years experience on Saas platform software with multiple interfaces
• 5 years experience working with the end user of software
• Experience with service platforms such as Salesforce
• 5 years vendor management experience

Preferred Qualifications

• Bachelor’s degree in computer science or related field
• User experience design
• Data science
• Experience in Heavy Mechanical Service industry

Location

• Remote but willing to travel to different Astra businesses
• Must be based in the United States

Additional Information

Salary Range: $100-$120K

Orion Values

At Orion, we believe in a people-first approach to hiring. We know that our employees are our most valuable asset, and we want to create a white glove experience for everyone who works with us, from candidates to full-time employees.

We believe in growth. Both for our company, and for our employees. We want to create an environment that fosters continuous learning and development, where everyone can reach their full potential and contribute to the success of the company.

Collaboration is a key value for us. We know that the best ideas come from working together and we want to create a culture where everyone is encouraged to share their ideas and work together to achieve our goals.

At the same time, we are committed to ethical behavior and doing things the right way. We believe that success is not just about winning, but about winning with integrity and respect for our customers, employees, and the broader community.

Finally, we believe in being of use. We want to build products and services that truly make a difference. We want our employees to feel like they are making a meaningful contribution through their work.

In short, we are all-in on creating a workplace where people come first, where growth and collaboration are key, where we do things the right way and we strive to be of use to the world.