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Director, Implementations

Company: Carta, Inc.
Location: Salt Lake City
Posted on: March 19, 2023

Job Description:

The Team You'll Work With
The Director of Implementations will be responsible for leading Carta's Corporations Implementations teams to deliver the best client experience possible. Carta Corp Implementations teams are part of the broader Companies Delivery organization, which is one of Carta's four core delivery teams (others are Venture Capital, Valuations, and Liquidity Services).
In pursuit of driving our north star of customer happiness and loyalty up and up, Carta Delivery focuses on fundamental inputs of responsiveness, quality interaction, and quality work. Carta's Delivery leadership team strives to create a safe environment to enable Cartans to continuously challenge the status quo and drive leverage through business process innovation and constant fine tuning.
Carta's operational excellence requires collaboration, coordination and execution across product & engineering, sales and delivery teams. The Director of Implementations will continue to drive alignment across the delivery segment teams to partners in Sales, CSM, and R&D teams.
This role will report directly to Carta's VP of Customer Success.
The Problems You'll Solve

  • First and foremost, how to continue to improve client experience and garner their emotional loyalty - customer happiness is our Northstar

  • How to drive continuous improvement in operational excellence and execution across all Companies Implementations teams - primarily, how to accelerate time to value, onboarding and go-lives

  • How to instill customer happiness fundamentals (responsiveness, quality interaction, quality work) into habits

  • How to further drive leverage (e.g., customer education, better adoption and leverage of tools, ---)

  • How to evolve Carta's service model to support the business' strategy

  • How to promote and drive the disparate functional teams to adopt and live the ONE Carta team value - operationally and behaviorally

  • How to instill mastery of craft for each team member (consistently high daily effort, practicing good habits, continuous learning and improvement)

  • How to improve the infrastructure Carta needs to have a pulse on the customers' needs and wants

    The Impact You'll Have
    The foundation for Carta's continued growth and success is our clients being happy and loyal. Carta's Implementations teams are in the front lines in building that strong foundation as the FIRST client experience with Carta. Therefore, your leadership is vital in Carta's ability to fulfill its mission of creating more owners and providing the infrastructure for innovators around the world.
    About You
    The Director of Implementations will have successfully navigated and helped accelerate their prior company with game-changing transformation efforts. You must have a growth mindset and be a seasoned, innovative, kind, empathetic, transparent, and collaborative leader able to bridge strategy and execution. Beyond just experience, the leadership competencies and personal style are critical to success as the Director of Implementations. The ideal candidate will model Carta's commitment to our and customers. The Director of Implementations will have a strong corporate stewardship philosophy combined with the following:
    The capabilities and experiences most critical to success in this role are:

    • Minimum of 10 years of demonstrated experience and success in leading and scaling Implementations (and/or) Professional Services team

    • Demonstrates a collaborative, engaging, mission-driven style with active listening skills combined with gravitas and self-confidence in order to effectively interact with senior leadership and other key constituencies with humility, empathy, transparency, cultural sensitivity, and agility

    • Leads with kindness and empathy. Recognizes others, listens intently, holds others accountable, and makes diversity and inclusion a priority.

    • A "roll up the sleeves" mindset and approach; Bias to Action; Progress over Perfection

    • Fact-based team decision-making skills (team decision-making is different than consensus decision-making)

    • Superior communications skills with the ability to effectively influence stakeholders and collaborate at all levels of an organization

    • Possesses a high level of intellectual curiosity and learning agility. A natural change agent with a combination of vision and execution skills

    • Clear and optimistic vision for what's possible and what can be. Proven ability to execute with urgency and pragmatism

    • Talent magnet, talent developer and talent scout that proactively engages external talent and builds and nurtures internal talent; empowers individuals and manages diverse teams to drive engagement and performance

    • Thinks big in establishing stretching and ambitious goals around performance excellence

Keywords: Carta, Inc., Salt Lake City , Director, Implementations, Executive , Salt Lake City, Utah

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