Implementations Team Manager

The Team You’ll Work With:

We are looking for multiple levels of managers to help us build out new teams of implementations/onboarding specialists, and customer support representatives. These leaders will play a critical role in building teams to ensure that every customer - new and returning - feels that they’ve been provided the highest quality support possible.

The Problems You’ll Solve:

• Review team, product and individual performance metrics to provide recommendations to senior leadership, cross functional partners, and team members for areas of improvement
• Lead the implementation and execution of various strategic initiatives including but not limited to new processes, systems and tools across the department
• Contribute to product problem solving and help identify top problems that our customers experience
• Provide impeccable customer service to fill product gaps and provide feedback to the product and go to market teams on how to improve the product and messaging
• Determine and build upon the ideal service model and processes for our customers
• Provide world class service to all our customers
• Hire and scale a team of individual contributors and leaders that inspire loyalty and references by our customers 
• Work with internal teams to improve the customer experience and efficiency by investing in processes, tools, and training 
• Build effective relationships with cross-functional partners and stakeholders
• Collaborate with finance and strategy to make recommendations on capacity planning, resource requests and strategic areas of investment 
• Provide recommendations to leadership, product and sales for how to to improve existing products and expand product features to ensure every customer is having a magical customer experience
• Work with subject matter experts to enhance their knowledge to ensure Carta is the dominant thought leader 
• Determine service model for new customer types and products  

About You:

• Experience hiring and scaling teams across multiple pillars while managing individual contributors with various levels of experience 
• You focus on what could go right
• You are proactive and take ownership in all you do
• You are organized and extremely responsive in following up with requests made of you from both internal stakeholders and customers 
• You are extremely effective with setting expectations and driving projects to completion 
• You can independently identify problems, perform root cause analysis and execute on action plans 
• You continually improve Processes, Playbooks & Tools and ensure team adoption
• You guide daily team execution of operational responsibilities and empower your teams to continually improve and mobilize to execute on their strategic initiatives
• You will develop a high-functioning and successful team who embody Carta’s OPITs and meet performance goals
• You will manage your teams to budgetary constraints 
• You will have full HR reporting responsibility for all your team members, which includes hiring, training, doing regular 1:1s, understanding their career goals, and being an advocate for those goals within the Corporations Delivery Org