Partner Success Senior Associate

About us:

Kiva (kiva.org) is an international nonprofit with a mission to expand financial access to help underserved communities thrive. We run a global marketplace platform to crowdfund microloans for financially excluded entrepreneurs, farmers and students around the world. Through Kiva Capital, we serve as a bridge between large scale impact first investors and underserved populations. Our digital identity platform enables borrowers who don’t have a track record with traditional financial institutions to record and verify their financial history and gain access to less costly mainstream financial markets.

Our organization combines the culture and technological passion of an internet start-up with the compassion and empathy of a non-profit to create impact and opportunity at global scale. Since 2005, we have raised more than $1.66 billion in loan capital for 4.1 million borrowers in 77 countries. Our lenders fund over $10 million in loans every month. With offices in San Francisco, Portland, New York, Nairobi, and Bangkok, Kiva's team includes 100+ employees and 400+ volunteers worldwide. Our team is growing as we pursue exciting new opportunities to create a financially inclusive world.

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. 

Role Overview

The Partner Success Associate will support Senior Account Managers on running cause marketing and employee engagement campaigns with Kiva’s corporate partners (example here). Kiva’s partners leverage technology to deploy their funds efficiently through products like promotional lending credits or matching. This role will troubleshoot, document processes, and collaborate with Kiva’s product teams. The ideal candidate is comfortable and familiar with working with a technical product, either through a customer success role or an operations role.

This role will support Senior Account Managers on larger accounts and provide ongoing and inbound partner support on smaller partners. 

Primary Responsibilities:

Partner success: 60% 

• Manage inbound inquiries for Kiva’s partner support queue, including answering FAQs, generating ad hoc reports, providing first level support, etc. and coordinating escalations as needed
• Support AMs in planning, launching, and celebrating campaigns for small partners (<$50k)
• Correspond with small partners to encourage fund activation, leveraging templates and recommendations from Account Management team
• Monitor deployment of automated funding programs to ensure we continue meeting success metrics
• Assist and support Senior Account Managers in managing relationships of corporate partners, including gathering assets, answering program questions, and creating partnership materials such as campaign report outs and partnership wrap ups
• Assist in written communication for partners/donors and maintain ongoing communication with supporters
• Assist with, and update, campaign material creation and organization including toolkits, webinars, demo videos and product instructions 

Operations support and troubleshooting: 40% 

• Test, troubleshoot, and document new product or new feature launches 
• Own back-end account creation and set up for new and existing partners 
• Set up partner dashboards, user entries, and reports 
• Support in partner feedback and new product testing coordination including:  
• Organize and create up to date demos in partnership with the product team 
• Support with partner-facing new process documentation 
• Organize feedback needs from the product team
• Manage quarterly reporting processes for all Managed Accounts
• Analyze and synthesize partner performance data
• Aid in the data integrity and reliability of partner campaigns in Salesforce 

• Identify opportunities for creating efficiencies and automations in the Account Management process 
• Continually maintain and improve tools and processes unique to Kiva’s managed lending programs
• Support on special projects based on growth channels for b2b, including creating one pagers, toolkits, and doing market research 

Qualifications 

The ideal candidate will be a proactive, self-directed and organized professional who possesses the followin