Head of Customer Experience
3 days ago
Carta develops purpose-built software that transforms traditional accounting into a powerful growth engine.
Carta's world-class fund administration platform supports nearly 7,000 funds and SPVs, and represents nearly $130B in assets under management in venture capital and private equity.
Trusted by more than 40,000 companies, Carta also helps private businesses in over 160 countries manage their cap tables, valuations, taxes, equity programs, compensation, and more.
Together, Carta is setting a new standard as the end-to-end platform for private markets. Our best-in-class solution for fund management seamlessly integrates investor and portfolio company insights via a suite of tools designed ground-up to support the strategic impact of the fund CFO.
For more information about our offices and culture, check out our Carta careers page.
The Team You'll Work With
You'll be leading our Customer Experience team for our Startups business across APAC & Middle East, reporting directly to the Managing Director. The Customer Experience team here at Carta is a key part of the broader Corporations business unit. In APAC, we manage the full lifecycle of our~ 1,000 Private Markets customers, from early stage to IPO, and many of these companies drive the direction of our product and vision. This team is hyper-focused on the health and growth of these valuable customers, and is purely dedicated to their success.
The Problems You'll Solve
At Carta, our employees set out on a mission to unlock the power of equity ownership for more people in more places. We believe that the problems we solve today unlock the opportunities of tomorrow. As the Head of Customer Experience, you'll work to:
- Manage a team of ~8 amazing individual contributors, spanning across Onboarding and Implementation, Support, and Customer Success
- Provide directional leadership for the team by overseeing daily activities and performance management in order to consistently meet and exceed individual and team goals
- Inspire Develop the team by hiring and coaching talented individuals who are excited by new challenges
- Established best practices; build a Customer Success strategy and motion that is segmented and scaleable with minimal human resourcing
- Become a trusted advisor; develop consultative relationships with assigned territory of customers by delivering value, sharing best practices and acting as the voice of the customer internally
- Drive product adoption and usage of Carta throughout the customer journey
We're looking for customer-centric, organized professionals, who know how to work in a dynamic environment with multiple priorities. Cross-departmental collaboration and communication is critical to success in the role, as well as efficient time management. In addition, we're prioritizing:
- You're a thought leader for our subject matter. You have a keen interest in private markets, equity management, captables, etc.
- Previous experience working in jurisdictions across Singapore, Australia, and UAE
- We are now in the 1-10 mode, so looking for someone who thrives in that stage of growth
- Strong EQ and people management skills
- Strong data analysis, organizational, and prioritization skills
- Growth mindset, proactive, and a bias for action
- 7+ years of relevant experience
At Carta, you're not just an employee. You're a builder who is creating infrastructure that accelerates innovation and empowers more ownership. Cartans are helpful, relentless, unconventional and kind; representing Carta's Identity Traits. They work collaboratively and cross functionally to challenge the status quo; working towards a common goal of creating more owners in the private markets.
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.
Interested in data privacy? Check out our policies on Privacy and CA Candidate Privacy. Please note that all official communications from us will come from an @carta.com domain. Job ID 6279874003
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