Senior Implementations Manager

The Company Youll Join

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 65000 companies in 160 countries Cartas platform of software and services lays the groundwork so you can build invest and scale with confidence.

Cartas Fund Administration platform supports 9000 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.

Together Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions dont work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Cartas software for the Office of the Fund CFO does just that - its a new category of software to make private markets look more like public markets - a connected ERP for private capital.

For more information about our offices and culture check out our Carta careers page.

The Problems Youll Solve

In this role you will become an equity expert and use that knowledge to implement our clients onto the Carta software setting them up for long-term success. You will directly interact with clients managing their implementation projects from post-sale data collection to sending out securities to stakeholders. As the first service provider post-sale you will establish strong customer relationships and inspire long-term loyalty by guiding them through the implementation process and providing an exceptional customer experience.

You will also need to feel comfortable working with data business systems and developing training & enablement content for our customers. This role is a fit for people that are hungry to learn and who can think creatively to find software solutions to both equity and user problems. Successful Implementations Managers embrace change and constantly seek ways to better their process and their team.

Our Delivery team members have grown to become some of the strongest contributors in our company due to their thorough understanding of our software customers and the business value we deliver. Ideal candidates will have a strong passion for financial services building customer relationships project delivery and analytical problem this role you will:

• Problem-solve all day every day!
• Support new clients and their law firms in on-boarding them onto Carta i.e. implementation of clients 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 customers problems & communicate clearly how Carta can help solve them
• Understanding each customers why Carta and ensuring the onboarding process encapsulates Cartas 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 Cartas 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.
• Apply (and experiment with) new AI & automation tools to resolve the challenges/obstacles in your day-to-day jobs-to-be-done

The Impact Youll Have

• You are proficient in Excel and have experience with CRMs (Salesforce)
• You are eager to learn or have experience working with: 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: Middle East and Africa
• You are ambitious proactive a self-starter helpful and resourceful
• You are motivated to build a fluency in every-day AI tools taking clear initiative to leverage them in your day-to-day ways-of-working as well as opportunities for bigger team-wide process improvements
• You possess a helpful and professional attitude and can exhibit diplomacy tact and poise under pressure when working through customer issues

The Success Metrics youll 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:
• Fast Track (1-10 SH): 30 days
• SMB: 40 days
• MM: 60 days
• ENT: 100 days
• Average Activation rates of 85% on across all customer segments per quarter
• Average CSAT of 4.8 per quarter

Disclosures:

• We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed please connect with the talent partner via email.
• Carta uses E-Verify in the United States for employment authorization. See the E-Verify and Department of Justice websites for more details.
• For information on our data privacy policies seePrivacyCA Candidate Privacy and Brazil Transparency Report.
• Please note that all official communications from us will come from an @ or @ domain. Report any contact from unapproved domains to