Account Manager - Investor Services

Company: Carta
Location: New York
Posted on: June 25, 2022

Job Description:

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

Keywords: Carta, New York , Account Manager - Investor Services, Executive , New York, New York