The Team You’ll Work With

This role is on the Investor Services Operations team, reporting to the Head of Investor Services Operations. You will partner directly with our Investor Services Delivery, GTM, and Product team leaders to drive quality and scale across new investor onboardings onto the Carta platform. You will lead and grow an Implementations team that spans our US and Brazil offices in this role.

The Problems You’ll Solve 

At Carta we are building an ownership network that changes how assets are acquired, valued, and transacted. We’re seeking an experienced Platform Implementations Manager who can transform our onboarding process into a seamless experience for our Investor Services clients and their Limited Partners. In this role, you will:

• Manage a global team across our US and Rio offices, and support the team in their career development goals
• Create and improve processes to drive scale across onboardings, including finding ways to drive high-quality self-service processes 
• Drive excellent client service (as measured by metrics such as CSAT and CES) and continually improve our customer experience
• Own and drive continual improvement in SLA metrics such as quality and implementation time across the team
• Interface with clients for complex onboardings to guide them through the process where needed 
• Serve as the voice for Platform Implementations in leadership and strategy discussions
• Partner closely with the Accounting Implementations Manager on joint project delivery involving rip-and-replace deals
• Partner with R&D to identify the highest leverage product investments to improve the client onboarding journey across our product suite
• Partner with Sales to ensure consistency in scoping, set proper timelines and expectations with clients, and to facilitate a seamless client journey
• Partner with Fund Admin and other Delivery teams to facilitate seamless client service handoffs
• Establish a positive, inclusive, and energetic environment in which your team members can grow and thrive

About You

• 1+ years of people management experience 
• 2-3+ years of experience in a client facing role, preferably within a startup environment
• Ability to coach and mentor junior team members as they grow in their careers at Carta
• Excels in executing, establishing priorities, and meeting swift deadlines in a fast-paced, rapidly changing environment
• Excellent client-facing skills and communication
• Ability to identify customer needs, understand pain points, and design processes to improve customer journey
• Proficiency with streamlining and reengineering processes to drive efficiency, leverage and productivity
• Ability to quickly ramp on our suite of Investor Services products, as well as the underlying processes that we use to deliver these products. Working experience with Investor Services products is a plus.
• Proficiency in building lasting relationships with senior level Delivery, Sales, and Product leaders
• Excellent written and communication skills

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, connect with us via email at [email protected]. As a company, we value fairness, helpfulness, transparency, leadership and build our teams around these values. Check out our careers page to get to know us better as you think about your next step at Carta.