Carta - Senior Implementations Manager
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Requirements
• Problem-solve, all day every day! • Support new clients and their law firms in “on-boarding” them onto Carta – i.e., implementation of client’s capitalization table and securities on Carta & add-on products (e.g. CTC & ESOP Advisory) • Manage complex datasets with high integrity and accountability; executing complex cap tables with minimal errors and maximal accuracy • Maintain the quality of clients’ data throughout the on-boarding process • Set customers up for success with value-based adoption & engagement, using every KOC as an opportunity to understand the customer’s problems & communicate clearly how Carta can help solve them • Understanding each customer’s ‘why Carta?’, and ensuring the onboarding process encapsulates Carta’s unique value propositions: source-of-truth accuracy, administrative time & cost savings, growth scalability, compliance & risk management, audit efficiency, employee engagement/retention, etc. • Migrate Clients Data to Carta’s Onboarding Spreadsheet in Excel, leveraging AI & Automation tools for scalable efficiency • Coordinate and manage inputs needed from both the clients and their law firms in a timely manner; ensuring you take multiple communications channels to achieve appropriate resolution on this data (email, calls, zooms, in-person meetings) • Train clients on how to use Carta Software – perform product demos, walk-throughs, recordings as necessary to educate customers on how to use Carta Software • Create quality customer-facing content to support education & enablement as required • Continuously look for ways to improve the efficiency and effectiveness of the on-boarding process; you influence these optimisations regularly and share them with the broader team to elevate ways-of-working • Proactively manage your clients to appropriate Activation dates, sending them live on time or early and improve your Time-to-Value month over month • Establish clear multi-phase project timelines and strictly adhere to them, ensuring timely project delivery and effectively managing all internal and client expectations related to the project schedule. • Take accountability for setting customers up for success, with early focus on achieving a ‘Green’ health status through sustainable stakeholder engagement & adoption • Give your clients resources to appropriate teams post Go Live • Have the ability to work cross-functionally with teams; collaborating with Sales & Support & CS to elevate the end-to-end customer experience at all times. • Embrace the ‘voice of the customer’ in sharing any risks or challenges with your peers for proactive account management. • Work closely with product, engineering and our internal implementations leaders to collaborate on strategic initiatives, improve the on-boarding experience for our customers, leveraging global best practises • Communicate effectively with cross-functional peers; you take strong accountability for the critical role you play in impacting customer health by setting customers up for success in their first 90-day Carta experience • Build collaborative relationships with cross-functional peers (incl. Product, Engineering, Tech Leads, Legal), taking the time to connect with them on calls/zooms/in-person meetings as required to achieve successful outcomes for your customers • Proactively engage with trainings & enablement sessions to ensure you are resourced to provide the best customer experience • Proactively share customer updates internally/externally: • Updating clear notes in SFDC Implementation projects for ALL customers • Updating slack channels for all Enterprise customers to ensure clear & constructive CSM handovers • Take initiative on process optimisations, to continuously improve cross-functional collaboration & customer experiences at scale.
Responsibilities
• The Impact You’ll Have • You are proficient in Excel and have experience with CRMs (Salesforce) • You are eager to learn or have experience working with: Claude, Mixmax, Glean, Slack automations & workflows • You have strong project management skills – must be able to manage multiple projects (40+) at a time, while providing timely follow up to clients • You have great people skills and a high degree of empathy • You have great communication skills; both internally across functions and externally towards customers and key stakeholders • You are highly organized and can manage a group of C-Suite Clients • You have the ability to deal with uncertainties and ambiguous situations • You have the ability to maintain confidentiality as required by customers • You are familiar or will become familiar with Private Equity and Capitalization, and have a self-motivated interest in deepening expertise in ESOP Advisory regulations & best practises across key markets: SG, Australia, and UAE • You are ambitious, proactive, a self-starter, helpful and resourceful • You possess a helpful and professional attitude and can exhibit diplomacy, tact, and poise under pressure when working through customer issues • The Success Metrics you’ll strive for • Performance in the IM role is as much quantitative, as it is qualitative. The Implementation Manager is an cross-functional equity expert, collaborative team member, strong ‘voice of the customer’ communicator, and a problem-solving innovator & optimiser at every opportunity. • Median Time-to-Value per quarter: • ENT: ≤ 100 days • Average Activation rates of ⪭ 85% on across all customer segments, per quarter • Average CSAT of 4.8 per quarter
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