Senior Implementations Manager

The Problems You’ll 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 solving. In 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 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.
• Apply (and experiment with) new AI & automation tools to resolve the challenges/obstacles in your day-to-day jobs-to-be-done

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 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 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:
• 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