Account Specialist

<div class="content-intro"><h2>The Company You’ll Join</h2> <p>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.</p> <p>Carta’s Fund Administration platform supports 9,000+ funds and SPVs, representing nearly $185B in assets under management, with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work, Carta is shaping the future of private market infrastructure.</p> <p>Together, Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions don’t work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Carta’s software for the Office of the Fund CFO does just that - it’s a new category of software to make private markets look more like public markets - a connected ERP for private capital.&nbsp;</p> <p>For more information about our offices and culture, check out our <a href="https://carta.com/careers/">Carta careers page</a>.</p></div><h3><strong>The Problems You’ll Solve&nbsp;</strong></h3> <p>In this role as an Associate Account Specialist, you will be on the front lines to proactively respond 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.&nbsp;</p> <ul> <li>Operate in a scaled, pooled structure to respond to sensitive customer inquiries regarding contract renewals, pricing increases, and escalations</li> <li>Learn to prioritize inbound customer requests based on a variety of factors including urgency, renewal timeline, churn risk factors, etc.</li> <li>Apply AI-driven insights to prepare for impactful client engagements and create smoother, more value-focused renewal experiences</li> <li>Understand and execute advanced contract renewal negotiations according to defined policies and processes</li> <li>Manage account-level escalations by evaluating customer situations and working closely with management</li> <li>Work between a variety of systems including Claude, Salesforce, and Jira</li> <li>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</li> <li>Lead discovery around private liquidity and IPO advisory to ensure clients are aware of and engaged with our service offerings</li> <li>Participate in cross-functional projects across the Customer Success and Delivery organizations to design, standardize, and scale high-impact processes that drive customer value.</li> <li>Partner with cross-functional teams to ensure better customer outcomes</li> </ul> <h3><strong>The Team You’ll Work With</strong></h3> <p>The Account Specialist team is hyper-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.</p> <h3><strong>The Impact You’ll Have</strong></h3> <p>By engaging with Carta customers and monitoring incoming requests, you will be helping to improve our overall customer retention, secure our future pipeline for new product lines, and drive change for the broader company and mission.</p> <h3><strong>About You</strong></h3> <p>We’re looking for customer-centric, organized professionals, who know how to work in a dynamic environment with multiple priorities.&nbsp; Cross-departmental collaboration and communication is critical to success in the role, as well as efficient time management. In addition, we’re prioritizing:&nbsp;</p> <ul> <li>Fluent in English with strong written and verbal communication skills</li> <li>Responsive and able to complete tasks in a timely manner</li> <li>Prior experience working in a customer support, customer success, account management, or renewals&nbsp; role</li> <li>Experience working with customers via live interactions such as zoom meetings, phone calls, and live chats</li> <li>Experience working with Salesforce, Catalyst or other CSM and support ticketing systems</li> &lt