Account Specialist

Carta; Rio de Janeiro; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading technology firm in Brazil is seeking a customer-centric Associate Account Specialist to manage customer inquiries and educate clients about their software products. This role is crucial in ensuring customer satisfaction and retention while working in a dynamic environment. Successful candidates will have strong English communication skills, experience in customer support, and familiarity with systems like Salesforce and Jira. Join a dedicated team focusing on improving the overall customer experience and engagement.

Qualificações

• Previous experience in customer support or account management.
• Ability to manage escalated customer situations effectively.
• Experience with live customer interactions.

Responsabilidades

• Respond to sensitive customer inquiries regarding contract renewals and pricing.
• Prioritize customer requests based on urgency and risk.
• Educate customers about Carta features and products.

Conhecimentos

Fluent in English

Strong communication skills

Customer success skills

Data analysis skills

Time management

Ferramentas

Salesforce

Catalyst

Jira

Descrição da oferta de emprego

The Company You’ll Join

Carta connects founders, investors, and limited partners through world‑class software, purpose‑built for everyone in venture capital, private equity and private credit. Trusted by 65,000+ companies in 160+ countries, Carta’s platform of software and services lays the groundwork so you can build, invest, and scale with confidence.

Carta’s Fund Administration platform supports 9,000+ funds and SPVs, representing nearly $185B in assets under management, with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune, Forbes, Fast Company, Inc. and Great Places to Work, Carta is shaping the future of private market infrastructure.

Together, Carta is creating the end‑to‑end ERP platform for private markets. Traditional ERP solutions don’t work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Carta’s software for the Office of the Fund CFO does just that - it’s a new category of software to make private markets look more like public markets - a connected ERP for private capital.

For more information about our offices and culture, check out our Carta careers page.

The Problems You’ll Solve

In this role as an Associate Account Specialist, you will be on the front lines to proactively respond to customer inquiries in a scaled manner. You will seek to understand the challenges facing Carta’s customers, and enable and empower them to utilize and extract value from Carta.

• Operate in a scaled, pooled structure to respond to sensitive customer inquiries regarding contract renewals, pricing increases, and escalations
• Learn to prioritize inbound customer requests based on a variety of factors including urgency, renewal timeline, churn risk factors, etc.
• Understand and execute advanced contract renewal negotiations according to defined policies and processes
• Manage account‑level escalations by evaluating customer situations 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, leveraging your knowledge of the Carta feature set, customer lifecycle, and self‑help content
• Partner with cross‑functional teams to ensure better customer outcomes

The Team You’ll Work With

The Account Specialist team is hyper‑focused on building processes and using technology to scale proactive customer education and engagement. This team is dedicated to improving the customer experience, being the voice of the customer internally, and helping customers get the most out of their Carta subscription.

The Impact You’ll Have

By engaging with Carta customers and monitoring incoming requests, you will be helping to improve our overall customer retention, secure our future pipeline for new product lines, and drive change for the broader company and mission.

About You

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:

• Fluent in English with strong written and verbal communication skills
• Responsive and able to complete tasks in a timely manner
• Prior experience working in a customer support, customer success, account management, or renewals role
• Experience working with customers via live interactions such as zoom meetings, phone calls, and live chats
• Experience working with Salesforce, Catalyst or other CSM 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 work through difficult conversations, with the goal of preserving relationships
• Excellent communication, listening, facilitation, and negotiation skills
• Strong data analysis, organizational, and prioritization skills
• Adaptability in the face of changing business needs and team focus

Even if you don’t have all of the qualifications we’ve listed, please apply if you believe you could be impactful in this role!

Disclosures

• 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.
• Carta uses E‑Verify in the United States for employment authorization. See E‑Verify and Department of Justice websites for more details.
• For information on our data privacy policies, see Privacy, CA Candidate Privacy, and Brazil Transparency Report.
• Please note that all official communications from us will come from an @carta.com or @carta‑external.com domain. Report any contact from unapproved domains to [e-mail].