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About Ontra
Ontra is the leader in AI-powered solutions for the private markets. Powered by industry-leading AI, data from over 2 million contracts, and a global network of legal professionals, Ontra automates critical private market workflows across the fund lifecycle. Ontra’s solutions transform unstructured data trapped in static documents into actionable intelligence, enabling firms to accelerate contracts, streamline compliance, and automate entity management. Trusted by more than 1,000 global GPs, investment banks, law firms, and advisors – including nine of the top ten PEI-ranked firms worldwide – Ontra helps firms focus on what’s important.
Our Culture
Ontra is a remote-first company that values the power of connection. We find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Ontra enables you to shape your impact and growth. Our commitment to innovation extends beyond our technology; it’s embedded in our culture, and AI plays a crucial role in everything we do.
Our culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Our commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.
About the Role
Ontra is seeking an Implementation Support Manager reporting to our Manager, Implementation.
We’re looking for someone excited to expertly manage the post-onboarding queue, ensure timely and accurate delivery of customer projects, and effectively coordinate with teams to enhance overall client satisfaction.
If you are a highly organized, proactive, and collaborative person who thrives on bringing order to complex processes, we’d love to get to know you!
What You’ll Do
- Queue Management: Oversee the implementation queue, ensuring efficient processing of customer projects and accurate delivery timelines for existing clients.
- Ticket Coordination: Review and organize incoming tickets in Zendesk, ensuring proper scope and order before they reach the implementation team.
- Customer Communication: Serve as the main point of contact for customers, providing updates, clarifications, and projected timelines to ensure seamless communication.
- Legal Network Coordination: Facilitate interactions with Ontra’s Legal Network for customized external consultant work, acting as the liaison for the customer.
- Quality Assurance: Conduct spot checks and light quality assurance on completed work before notifying customers of project completion.
- Team Development Impact: Contribute to shaping and potentially expanding the role, with opportunities to influence the future growth of the team.
What You’ll Bring
- Experience: Relevant experience in project coordination or implementation roles.
- Time Management: Proven ability to manage multiple request tickets and competing priorities while maintaining quality and customer satisfaction.
- Communication Skills: Strong written communication skills with the ability to manage expectations, provide timely updates, and create clear project documentation.
- Problem-Solving: Proactive approach to identifying issues, troubleshooting challenges, and delivering practical solutions in dynamic situations.
- Attention to Detail: Meticulous attention to detail in tasks such as creating tickets, managing project trackers, and coordinating invoicing to prevent project delays or errors.
- Technical Skills: Proficiency in project management software and ticketing platforms like Zendesk and Jira, along with data analysis skills for tracking project performance and informing decisions.
Pay Transparency
Ontra takes individual candidate location, experience, and skills into consideration when determining compensation. The base pay range is listed below.
Some positions may be eligible for additional compensation, such as commission, variable compensation, profits interest units, or other equity-based compensation, which are not included in the below base pay range.
If you are selected to participate in our interview process, your Talent Acquisition Partner will share more details about the total compensation package for the role.
Hiring Locations
We currently hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.
United States
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington
APAC
Hong Kong
EMEA
United Kingdom
Benefits Snapshot
- Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
- Twice yearly team offsites for in-person collaboration
- Paid flexible time off policy
- Paid parental leave and benefits
- Employer-supported retirement contributions, varying by country
- Monthly phone and internet reimbursement
- Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
- Various options for medical, dental, and vision insurance
Travel
Occasional travel is required for Ontra employees, including typically at least twice per year to attend team and larger group off-sites for in-person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.
Inclusivity
Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
Personnel Privacy Notice: View here.
Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.
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