Account Specialist

<div class="content-intro"><h2>The Company You’ll Join</h2> <p>Carta is the connected platform and AI-native ecosystem for private capital. Built to replace fragmented tools with a single system of record, Carta brings together the software, services, and legal infrastructure that founders use to manage equity, fund managers use to run administration and reporting, and legal teams use to close transactions. Trusted by 55,000 companies and 1.8M+ equity holders in 160+ countries, and 10,000 funds and SPVs representing $250B+ in assets under management, Carta is transforming how private capital operates. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work.</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 eng