Senior Account Manager, Kiva

• Minimum 5-7 years experience in a fast-paced, growth-oriented organization(s), ideally in account management/partnership, marketing/tech support, with significant experience working directly with corporations
• 4-5 years experience working in a customer/partnership-centric role that includes building relationships, understanding customer pain points, and how to deliver business outcomes/value
• 3-4 years experience leading integrated marketing campaigns and working on marketing-related projects such as product marketing, content marketing, and/or partner stewardship
• Experience launching a new technical product to customers, including asset development and training plans
• Exceptional interpersonal skills and very high EQ
• Excellent verbal and written communication and excellent listening skills; adept at using Salesforce and/or analytic/data tools
• Must be independent and trustworthy to take on and manage relationships, while also being a team player and communicative with a broad set of stakeholders
• Bachelor’s degree

Desirable

• This position is an integral part of Kiva's Strategic Partnerships, Communications, and Creative team and will be focusing on Kiva’s partnerships program, known as managed lending
• Managed lending is a solution for companies (as well as foundations and high-net-worth individuals) with philanthropic goals to donate funds to support Kiva’s mission while engaging their employees and stakeholders
• The Senior Account Manager will lead the account strategy on cause marketing campaigns for Kiva’s partners
• Kiva’s partners leverage technology to deploy their funds efficiently through products like promotional lending credits or matching
• This role will train, troubleshoot, gather feedback, and collaborate with Kiva’s product teams
• This role will focus on providing strong account management that deepens partnerships, ultimately driving more revenue and loan volume through partner campaigns
• It will also liaise with Kiva’s marketing and creative teams to create partner materials, implement partner stewardship initiatives, and ensure alignment throughout the campaign planning process
• Serve as the primary account manager for 25-45 large accounts ($100k+ and/or 10M+ customers)
• Lead account strategy and implementation for larger corporate partners, including throughout the entire lifecycle of the partnership
• Manage deployment of funds responsible for 40% of loan volume that comes from partner programs
• Develop and support new strategies for expanding and deepening Kiva’s partners through new funding and product opportunities
• Create detailed implementation plans for customer engagement campaigns
• Work closely with the assigned relationship manager on all accounts
• Create a revamped partner onboarding experience and partner reengagement materials such as case studies, newsletters, infographics, and training materials
• Host webinars/calls to share information with managed accounts and get them up to speed on Kiva
• Lead product training sessions with partners and develop partner-facing product instructional materials
• Conduct user surveys/research of customers and end users (i.e. employees of corporate partners) to inform product design and strategy
• Provide both technical and tactical support to partners during campaign implementation
• Proactively identify pain points and areas of improvement in the account management processes
• Work cross-functionally with marketing, product, data, and other teams to drive a positive customer experience, while establishing deep and meaningful relationships with our partners
• Represent external partners’ needs in internal meetings and set clear expectations cross-functionally of expected outcomes for corporate launches
• Strategize with the Senior Director on ways to improve the managed lending program and partner experience