Senior Account Specialist at Carta

Carta is seeking a Senior Account Specialist to join their team in Rio de Janeiro. In this role, the individual will be on the front lines, proactively responding to customer inquiries in a scaled manner and helping them extract value from Carta. The Senior Account Specialist will operate in a scaled client ownership structure, manage account-level escalations, and educate customers about Carta features and products.

The role involves:

• Responding to customer inquiries regarding contract renewals, pricing increases, and escalations.
• Prioritizing inbound customer requests based on urgency, renewal timeline, and churn risk factors.
• Executing basic contract renewal negotiations.
• Managing account-level escalations using standard responses.
• Educating customers about Carta features and products via email and live calls.

Requirements include:

• Fluency in English with strong written and verbal communication skills.
• Prior experience in customer support, customer success, or account management.
• Experience working with customers via live interactions.
• Experience working with Salesforce, Catalyst, or other support ticketing systems.
• Diplomacy, tact, and poise under pressure.
• Growth mindset and proactive approach.
• Customer success skills and ability to navigate difficult conversations.
• Excellent communication, listening, facilitation, and negotiation skills.
• Strong data analysis, organizational, and prioritization skills.

Carta offers:

• Opportunity to improve customer retention.
• Chance to secure future pipeline for new product lines.
• Ability to drive change for the broader company mission.