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Customer Communications Specialist

San Francisco, CA | Full Time
12 Days Ago

Job Description

The Team You’ll Work With

This role reports into the Strategic Initiatives team, which sits within the broader Customer Success team here at Carta and is a key part of the Carta Core Revenue team.  We manage the full lifecycle of our 27,000 Private Markets and Investor Services customers, from early stage to Liquidity and IPO.  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.  This role will sit on the Customer Success Programs team which leads cross-functional, strategic initiatives focused on achieving Carta’s North Stars and delivering an amazing customer experience at scale.

 

The Problems You’ll Solve 

  • Create and manage functional reference program, to connect prospects with existing customers
  • Develop a sustainable process for generating more referenceable customers across the installed base
  • Create a scalable referral process for existing customers to refer prospects to Carta
  • Serve as liaison between Marketing and Customer Success, ensuring that communication and strategy are aligned
  • Act as owner of customer communication dissemination across the CS org, for both Corporations and Investor Services
  • Establish and maintain OKR’s and other success metrics, as agreed upon with CS Programs and Customer Success leadership
  • Additional projects and efforts to support consistent customer communications as needed

The Impact You’ll Have

By creating a framework for customer communications,  you will be helping to improve our overall customer retention, generate new business opportunities, secure our future pipeline for new product lines, and drive change for the broader company, brand, 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, and efficient time management is essential as well. In addition, we’re prioritizing: 

  • Strong project management and problem-solving skills, with attention to detail
  • Experience using Salesforce, Totango, or other Sales/CS tools
  • Excellent written and verbal communication skills
  • CS or marketing experience focused on customer communications
  • Willingness to learn, and adapt to an ever changing environment
  • A passion for customer service, and the desire to drive better customer outcomes
  • Proven ability to build and manage relationships
  • Diplomacy, tact and poise under pressure, and a high tolerance for ambiguity
  • Growth mindset, proactive, and action-oriented

Company Overview

  • Website carta.com
  • Headquarters ARDMORE, PA
  • Size 500 - 1,000
  • Founded 2012
  • Type
  • CEO ROBERT WINTERLY
  • Revenue $10M - $50M
  • Industry Financial Services
  • About carta
  • We're on a mission to create more owners. By building the global ownership management platform, we're changing how companies, investors, law firms, and employees manage equity. Our team is focused on converging private and public markets and mapping and connecting the global ownership network. We all believe we are building a generational company, that will change how ownership and finance works. Want to join our team? Look at our open positions here: https://boards.greenhouse.io/carta https://vimeo.com/273958418

Skills for Customer Communications Specialist

The job skills required for Customer Communications Specialist include Customer Service, Problem Solving, Futures, Attention to Detail, Leadership,and Verbal Communication etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Communications Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Communications Specialist. Select any job title you are interested in and start to search job requirements.

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Career Path for Customer Communications Specialist

The following is the career advancement route for Customer Communications Specialist positions, which can be used as a reference in future career path planning. As a Customer Communications Specialist, it can be promoted into senior positions as a Customer Service Representative III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Communications Specialist. You can explore the career advancement for a Customer Communications Specialist below and select your interested title to get hiring information.

How to Become a Customer Communications Specialist

If you are interested in becoming a Customer Communications Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Communications Specialist for your reference.

Step 1 Understand the job description and responsibilities of a Customer Communications Specialist

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Step 2 Knowing the best tips for becoming a Customer Communications Specialist can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

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