Account Manager - Investor Services

Company: Carta
Location: Seattle
Posted on: June 25, 2022

Job Description:

The Company You'll Join

At Carta we create owners and make private markets liquid.

We live in a world where some people live on the equity stack and enjoy exponential wealth growth and preferential tax treatment; others live on the debt stack and may work their entire lives for a company and retire only with the cash they've managed to save from their paychecks. Our contribution to solving the wealth inequality problem is moving people from the debt stack (payroll) to the equity stack. By making it as easy to issue equity to employees as it is to put them on payroll, we can create more owners.

At Carta, we are helpful, transparent, fair, and kind. We are relentless executors, unconventional thinkers, and masters of our craft.

Learn more about our Series G fundraising round here .

The Team You'll Work With

We're looking for exceptional Account Managers to own and manage portfolios of existing customers. This includes ensuring your customers are getting value out of Carta products, closing sales of additional features, and managing them 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.

The Problems You'll Solve

• Focus on retention and growth of Carta customers
• Identify upsell sales opportunities for additional add-on capabilities that create leverage for our customers' operations
• Leverage technology to proactively engage with customers at scale regarding Carta's value, upsell opportunities, and upcoming renewals
• Manage customers through the renewal process, including effectively managing escalations related to contract terms
• Negotiate win-win renewal outcomes for the customer and Carta
• Have clear understanding of customer needs and help them maximize value from the Carta platform/services ensuring strong user engagement
• Build deep relationships with decision makers within customer accounts to enable them to be Carta advocates
• Participate in customer issues and manage to resolution
• Engage customers to act as a reference
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Monitor and influence product usage, customer engagement and satisfaction feedback
• Make Carta users love Carta by proactively offering advice on best practices and creative product solutions
• Proactively identify areas where customers can further engage with the Carta product About You
  
  • Proven ability to build and manage customer account relationships in an existing or new sales role
  • 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
    Nice-to-Haves
    
    • Prior experience working in venture capital or private equity space
    • Prior experience supporting financial practices or financial software solutions
      Covid Vaccine Policy
      
      In an effort to safeguard the health of our employees, Carta has implemented a policy requiring all new hires to receive the COVID vaccine (including boosters as the individuals become eligible for them). Proof of vaccination will be required as a condition of employment. Carta will continue to comply with applicable laws regarding the reasonable accommodation of individuals with disabilities and/or strongly held religious beliefs. This policy is part of Carta's ongoing efforts to ensure the safety and well-being of our staff and community, and to support public health efforts.
      
      We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, connect with us via email at recruiting@carta.com . As a company, we value fairness, helpfulness, transparency, leadership and build our teams around these values. Check out our careers page to get to know us better as you think about your next step at Carta.

Keywords: Carta, Seattle , Account Manager - Investor Services, Executive , Seattle, Washington