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Job Description
Carta is seeking a Senior Account Specialist to join their team in Rio de Janeiro. This role involves proactively responding to customer inquiries and enabling them to utilize and extract value from Carta's platform. The Senior Account Specialist will operate in a scaled client ownership structure, prioritizing inbound customer requests and managing account-level escalations. They will also educate customers about Carta features and products.
Responsibilities:
- Respond to customer inquiries regarding contract renewals, pricing increases, and escalations.
- Prioritize inbound customer requests based on urgency, renewal timeline, and churn risk factors.
- Execute basic contract renewal negotiations according to defined policies and processes.
- Manage account-level escalations by leveraging standard responses and working closely with management.
- Work between a variety of systems including Salesforce, Catalyst, and Jira.
- Educate customers about Carta features and products via email and live calls.
Requirements:
- Fluent in English with strong written and verbal communication skills.
- Prior experience working in a customer support, customer success, or account management role.
- Experience working with customers via live interactions such as zoom meetings, phone calls, and live chats.
- Experience working with Salesforce, Catalyst or other Account Specialists and support ticketing systems.
- Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity.
- Growth mindset, proactive, and action-oriented.
- Customer success skills and demonstrated ability to to work through difficult conversations, with the goal of preserving relationships.
- Excellent communication, listening, facilitation, and negotiation skills.
- Strong data analysis, organizational, and prioritization skills.
