# Account Specialist

**Company**: Carta
**Location**: Rio de Janeiro, Brazil

**Apply**: https://job-boards.greenhouse.io/carta/jobs/6260369003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_82d868aa-f21

## Description

## Job Overview

As an Account Specialist at Carta, you will be on the front lines, proactively responding to customer inquiries in a scaled manner. You will seek to understand the challenges facing Carta's customers and enable and empower them to utilize and extract value from Carta.

## Responsibilities

- Operate in a scaled, pooled structure to respond to sensitive customer inquiries regarding contract renewals, pricing increases, and escalations.

- Learn to prioritize inbound customer requests based on factors such as urgency, renewal timeline, and churn risk factors.

- Apply AI-driven insights to prepare for impactful client engagements and create smoother, more value-focused renewal experiences.

- Understand and execute advanced contract renewal negotiations according to defined policies and processes.

- Manage account-level escalations by evaluating customer situations and working closely with management.

- Work between various systems, including Claude, Salesforce, and Jira.

- Educate customers about Carta features and products via email and live calls, leveraging your knowledge of the Carta feature set, customer lifecycle, and self-help content.

- Lead discovery around private liquidity and IPO advisory to ensure clients are aware of and engaged with our service offerings.

- Participate in cross-functional projects across the Customer Success and Delivery organizations to design, standardize, and scale high-impact processes that drive customer value.

- Partner with cross-functional teams to ensure better customer outcomes.

## The Team You'll Work With

The Account Specialist team is focused on building processes and using technology to scale proactive customer education and engagement. This team is dedicated to improving the customer experience, being the voice of the customer internally, and helping customers get the most out of their Carta subscription.

## The Impact You'll Have

By engaging with Carta customers and monitoring incoming requests, you will help improve overall customer retention, secure the future pipeline for new product lines, and drive change for the broader company and mission.

## Requirements

- Fluent in English with strong written and verbal communication skills.

- Responsive and able to complete tasks in a timely manner.

- Prior experience working in a customer support, customer success, account management, or renewals role.

- Experience working with customers via live interactions such as Zoom meetings, phone calls, and live chats.

- Experience working with Salesforce, Catalyst, or other CSM and support ticketing systems.

- Tech-savvy professional skilled in using AI tools to streamline workflows, drive data insights, and maximize daily productivity.

- Diplomacy, tact, and poise under pressure, and a high tolerance for ambiguity.

- Growth mindset, proactive, and action-oriented.

- Customer success skills and demonstrated ability to work through difficult conversations, with the goal of preserving relationships.

- Excellent communication, listening, facilitation, and negotiation skills.

- Strong data analysis, organizational, and prioritization skills.

- Adaptability in the face of changing business needs and team focus.

## Skills

### Required
- Customer Support
- Customer Success
- Account Management
- Renewals
- Salesforce
- Catalyst
- AI Tools
- Data Analysis
- Negotiation
- Communication

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/carta/jobs/6260369003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)