Implementations Lead - LP Portfolio Analytics

The Problems You’ll Solve

As the Rio Implementations Lead, you will bridge the gap between technical execution and local team leadership. You will become an expert in private markets data and use that knowledge to implement our clients onto the Carta LPPA software, setting them up for long-term success.

As a technical specialist, you will: Directly interact with clients, managing implementation projects from post-sale requirements gathering to final system setup.

• Extract the first tranches of data from documents and hand them off to the LPPA MDS team or the clients directly.
• Train clients remotely over video conferencing and answer technical questions regarding LPPA software and setup via email or quick calls.
• Establish strong customer relationships as the first post-sale service provider, inspiring long-term loyalty through a smooth onboarding process.
• Work comfortably with data and business systems to develop training content for customers.
• Think creatively to find software solutions for both equity and user problems.

As the local lead and future manager, you will be responsible for HR-based initiatives, including:

• Overseeing onboarding, learning, and development for the local team.
• Encouraging career growth and performance from both a professional and metrics-driven perspective.
• Reviewing team and individual performance metrics to provide strategic recommendations to senior leadership.
• Leading the execution of strategic initiatives, such as new processes, systems, and tools across the local department.
• Collaborating cross-functionally to identify customer pain points and provide product improvement recommendations to ensure a "magical" customer experience.

The Team You’ll Join

You will be the first service provider post-sale, joining a high-growth environment where you will eventually lead a team of Support Analysts and Specialists. You will work closely with product, engineering, and internal implementations leaders to constantly improve the onboarding experience and service models for new customer types.

About You

• Communication: Fluent in English with strong written and verbal communication skills; able to articulate complex concepts clearly.
• Organization: Highly organized with extreme attention to detail, capable of balancing multiple active projects with competing priorities.
• Client-Centric: You care deeply about client services and exhibit diplomacy, tact, and poise when communicating with customers under pressure.
• Technical Proficiency: Proficient in Excel and experienced with CRMs (preferably Salesforce).
• Analytical Mindset: Able to independently identify problems, perform root cause analysis, and execute action plans.
• Adaptability: Flexible, resilient, and comfortable dealing with uncertainties or ambiguous situations.
• Leadership Traits: Proactive, ambitious, and a self-starter who takes ownership and empowers teammates to improve.
• Experience (Plus): Knowledge of finance and accounting, or experience working at a high-growth software company.