Account Director, Fund Administration

The Problems You'll Solve

• Focus on maintaining and improving Carta customer health, including retention, engagement, and adoption of Carta’s products
• Leverage technology to proactively engage with customers at scale regarding Carta’s value
• 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

The Team You'll Work With

You’ll be joining our Account Director, Fund Administration team.

We are looking for an exceptional Account Director to own and manage a portfolio of existing customers. This includes ensuring your customers are getting value out of Carta products, collaborating closely with sales to drive adoption of additional features, and managing customers successfully through the renewal process.

As an Account Director, 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.

About You

• 4+ years of enterprise client facing experience recommended 
• Prior experience working in venture capital, private equity or accounting strongly preferred
• Proven ability to build and manage existing customer account relationships
• 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

Salary

Carta’s compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions plans. Our minimum cash compensation (salary + commission if applicable) range for this role is: 

• $160,000 OTE in San Francisco, CA & Santa Clara, CA
• $160,000 OTE in New York, NY
• $153,600 OTE in Seattle, WA

Final offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.

Last updated on Aug 22, 2024