Description
The Company You’ll Join
Carta connects founders, investors, and limited partners through world-class software, purpose-built for everyone in venture capital, private equity and private credit. Trusted by 65,000+ companies in 160+ countries, Carta’s platform of software and services lays the groundwork so you can build, invest, and scale with confidence.
The Problems You'll Solve
- Develop and own deep relationships with our largest and most strategic customers to drive product adoption and long-term success, including regular in-person engagement.
- Partner closely with customers to create and manage tailored project plans that align with their business goals.
- Collaborate cross-functionally with internal teams,often through in-person meetings,to ensure alignment on product roadmaps and client expectations.
- Design and execute strategies to increase customer engagement and reduce churn, leveraging both in-person and digital channels.
- Use technology platforms and proactive communication to deliver Carta’s value at scale while balancing this with high-touch, in-person interactions as needed.
- Lead customers through the renewal process, including direct conversations around scope changes, service escalations, and contract terms.
- Negotiate renewal agreements focused on creating mutually beneficial outcomes for both the customer and Carta.
- Understand customer goals, challenges, and success metrics,and provide guidance that helps them maximize value from Carta’s platform and services.
- Build meaningful, long-term relationships with key stakeholders and decision-makers, cultivating account champions and Carta advocates through trust and regular contact.
- Participate in resolving customer issues in collaboration with internal teams, visiting customer sites when necessary to ensure a strong service experience.
- Identify and activate high-potential customers to serve as references and advocates.
- Maintain high levels of customer satisfaction and loyalty through a combination of proactive outreach, education, and regular interaction.
- Monitor product usage, customer sentiment, and engagement trends,and take appropriate action to drive continued value realization.
- Deliver best practices, strategic insights, and creative product solutions through thoughtful consultation,both virtually and in person.
- Identify new opportunities for customers to deepen their use of Carta products and services, and serve as a strategic advisor in driving long-term growth.
The Team You'll Work With
We’re looking for exceptional Account Managers to own and manage relationships with existing customers. This includes ensuring your customers are getting value out of Carta products, collaborating closely with the product team to drive adoption of additional features, and managing customers successfully through the renewal process.
As an Account Manager, you will play a critical business role at Carta. You will work with your customers to understand their business plans and develop a Carta product adoption roadmap which will enable them to accomplish their desired business outcomes. Using your experience, you will collaborate with the team, product, sales, marketing and support to drive account strategy, solve problems, and improve customer engagement and loyalty.
About You
- 4+ years of client facing experience
- Prior experience working in venture capital, private equity or accounting strongly preferred
- Proven ability to build and manage existing customer account relationships
- Proven ability to establish and optimize operational processes related to customer account management
- Strong customer success skills and demonstrated ability to work through difficult conversations to preserve relationships
- Excellent communication, listening, facilitation, and negotiating skills
- Proactive, action-oriented
- Strong data analysis, organization, and prioritization skills
- Ambitious, detail-oriented and self-starter with a proven track record of delivering results
- Proactive, self-motivated and persuasive team player with innovative ideas to inspire customer loyalty and adoption
- Consistent track record of highly-professional interpersonal skills in a fast paced, dynamic environment
- A quantitative aptitude and ability to present to clients with sophisticated investment knowledge and business experience
- Experience working cross-functionally across multiple teams and demonstrated ability to drive projects to completion
- Diplomacy, tact and poise under pressure when working through customer issues
- Comfortable operating in areas of uncertainty and educating yourself on areas where you lack a depth of knowledge
- Ability to travel both locally and on extended trips within the continental US to visit clients on-site and in-person approximately 1-2 times per week
Please note: This role requires regular in-person interaction with customers and team members, including client site visits and onsite team collaboration. Strong expectation is placed on in-person presence of three days per week to build trusted relationships and deliver best-in-class service.
Salary
Carta’s compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions plans. Our expected cash compensation (salary + commission if applicable) range for this role is:
$165,000.00 OTE in San Francisco, CA & New York, NY
We are hiring for multiple levels and locations, so final offers may vary from the amounts listed based on geography, experience and expertise, and other factors.