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Form of workJob Description
About Atomic: Atomic is an early-stage startup empowering businesses to take control of their inventory with greater efficiency and organization. Our modern platform is designed to revolutionize supply planning, often transforming clients from pen and paper, spreadsheets, and guesswork to a cutting-edge system that optimizes inventory turn times and planning forecasts. Our engine is tailored to the unique needs of our clients’ businesses, generating automatic supply plans and financial forecasts.
Atomic frees up client teams’ time, enabling them to focus on strategic priorities while seamlessly managing the general planning of the business. Join us in revolutionizing the way businesses approach inventory management.
About the Team:
At Atomic, we're a lean and dynamic team. We make it a priority to thoroughly understand our customers and the industry we're in so that we can create a product that makes a significant impact on our clients' businesses. Our team culture is inclusive and collaborative. We care deeply about creating an environment where everyone can thrive. By joining us, you'll have the chance to work in a high-impact, multifaceted environment and make a difference in many types of customer industries. We're looking for someone who can help us build our playbooks and processes while showing our customers how valuable our product can be. If this sounds like the kind of environment you'd love to work in, we'd love to hear from you.
About the Role:
As the first Solutions Engineer at Atomic, you will play a crucial zero-to-one role in designing, developing, and maintaining our entire customer success program, but will have a primary focus on technical implementation. The role ultimately includes everything post-sale, from onboarding to support, account management, renewals, customer advocacy, and possibly upsell. A broader list of responsibilities includes:
Managing a small but rapidly-growing book of business
Establishing and documenting a client onboarding process and measurably reducing time to value
Working with customer data and in SQL models
Troubleshooting technical client issues as they arise
Conducting quarterly business reviews; establishing and managing client health
Implementing strategies to measure and increase customer satisfaction and NPS over time
Sustainably increasing usage & adoption
Establishing dashboards to demonstrate progress against these goals
Implementing and managing new Customer Success systems
Eventually, upselling and cross-selling additional products
Facilitating referral & reference programs
This role reports directly to the CEO and works closely with an established customer success consultant and advisor. This role has the potential to grow into a leadership role over time.
Requirements:
2+ years of experience leading in customer success, Solutions Engineering, sales engineering or related field
New York-based: This role requires being in office 3 days per week
Experience overseeing onboarding, account management, retention, and support
Experience in a fast-paced, B2B startup environment
Proficiency with SQL required, python a plus
Experience with NetSuite, Shopify, or other common ERP/OMS/WMS/IMS systems a plus
Familiarity with demand / supply planning and operations a plus
Demonstrated ability to build out new processes and playbooks
Experience being responsible for Customer Success KPIs
Sales, renewal, or upsell background is a plus
Experience implementing Customer Success tools that enable scale
Exceptional relationship-building skills and the ability to manage retention of high-value accounts
Ability to prioritize and effectively escalate issues as needed while understanding the impact on the overall business financials
Ability to project manage across multiple customers
Exciting challenges lie ahead. Let’s get to work!
Atomic firmly believes in the importance of diversity and cares deeply about creating a more equitable world. We are an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sexual orientation, gender, gender identity, national origin, protected veteran status, disability status, or any other protected status under applicable laws.
