Carta

The company is set on growth, really doing some exciting things. They are automating much of the accounting, making things much more efficient.

Poor leadership.

Much of the improvements in the technology seem to be led more by the engineering team than fund admin, who are the ones who actually have to use the product.

They make frequent updates to the product, which can be a headache to navigate. They roll out these products too quickly before they are fully functional.

Then they fail to prioritize making product updates that would be most helpful to fund admin. Instead, they are constantly rolling out new products/making updates that require constant re-learning.

They take on too many clients, which makes it impossible to serve them at the level that Carta claims they will provide.

The workload is so heavy that you don't have time to give feedback for product improvements, barely enough to serve the clients you do have.

There's a serious lack of accountability from leadership - whenever a client gives negative feedback, no one ever owns up to it. They just make excuses.

Growth is good, but you need to slow things down. You are churning and burning not only your own employees but also your clients.

Stop rolling out big updates to the product so quickly. Take more time to make sure it is good to go and it won't cause a headache for fund admin.

Also, make sure that the updates actually make things easier for fund admin. Seek out feedback from fund admin on how to make small changes to the product you've already got.

The reason you are getting so little feedback currently is because the teams are overwhelmed with the amount of clients they are currently dealing with. They don't have time to make product improvement recommendations because they are so busy with their current load.

Also, don't rely on meaningless metrics and data to track how much the fund admin team is using 'product updates', for example. What really matters is how the team is serving the clients and keeping them happy.

Allow people to work in their own way. Don't create more work for them by doing meaningless tasks which don't serve the actual best interests of the company.