Senior Account Manager

About us:

Kiva is a global nonprofit, founded in 2005, with a mission to expand financial access and help underserved communities thrive. Kiva unlocks capital for borrowers through crowdfunded loans supported by individuals around the world. Lenders on Kiva can start with as little as $25 to support causes that matter most to them, whether that’s gender equity and support for women, refugees, climate change, small businesses, agriculture, and more. Since our founding, over two million people have invested over $2 billion in real dreams and real opportunity, spanning more than 100 countries and over 5 million borrowers

As we work toward our mission, Kiva invests in building and retaining a global team of talent to add to our values-driven and digital-first culture. Our organization is supported by over 700 volunteers and 130+ full time employees dispersed around the world, as well as within team hubs located in San Francisco, Nairobi, Bogota, and Bangkok. Kiva’s team is growing as we pursue exciting new opportunities to scale our impact and create a financially inclusive world.

Kiva's values:

Impact first - This is why we exist. This is the drumbeat we march to. Every day.

Extreme ownership - Own it; you, your relationships, your impact. Insist that others support you and hold you accountable.

Be curious and bold - Never stop learning. Question assumptions. Take Risks and dream big.

Inclusion. Equity. Diversity. - Without reservation and without caveat. In our hiring, in our workplace and in our impact in the world.

Honor and integrity - Do the most right thing in the most right way. Cherish diversity and respect each other.

Love and kindness always - Say what you mean. Mean what you say. And don't say it mean. Clarity. Courage. Kindness.

Role overview:

[narrative description]

At this time, we can only consider applicants with authorization to work in the United States on a permanent, full-time basis; unfortunately we cannot provide visa sponsorship.

Key responsibilities include: 

Account Management 60%

• 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

Product: 30%

• 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

Operations: 10%

• 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  

Required qualifications:

• Minimum 5-7 years experience in 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 trainin