Senior Account Manager

Summary

Join Kiva's Strategic Partnerships team as a Senior Account Manager and lead account strategy for employee engagement and cause marketing campaigns. You will manage 25-45 large accounts, responsible for 40% of loan volume from partner programs. This role involves deepening partnerships, driving revenue and loan volume, creating partner materials, implementing stewardship initiatives, and launching a new product. You will collaborate with marketing, creative, and product teams, conduct user research, and provide technical support. The ideal candidate has 5-7 years of experience in account management, marketing, or tech support, with a proven track record of success in corporate partnerships and integrated marketing campaigns.

Requirements

• 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
• 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

Responsibilities

• Serve as the primary account manager for 25-45 larger accounts
• 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
• Incentivize top-ups, renewals, and referrals from partners through a customized stewardships strategy
• Develop and support new strategies for expanding and deepening Kiva’s partners through new funding and product opportunities
• Create detailed implementation plans for employee and 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 Director on ways to improve the managed lending program and partner experience

Preferred Qualifications

• Track record of building successful employee engagement and/or cause marketing campaigns for corporations and/or track record of upselling and expanding corporate accounts
• Experience launching a new technical product to customers, including asset development and training plans
• Deep interest in international development and financial inclusion and capable of speaking articulately about international development and microfinance, including a strong understanding of Kiva’s role and paths for growth
• Experience living or working internationally; particularly experience living or working in an emerging market
• History of dedicated volunteer activity and/or commitment to non-profit organizations and international development
• Experience working with a remote team and utilizing Slack and Asana for communications and project management

Benefits

• An opportunity to improve real lives, solve hard problems, and change the world
• Friendly, supportive, and adventurous environment with a team of engaged colleagues
• A comprehensive, industry-leading benefits package including health, dental and vision insurance, parental leave, professional development, 401k matching, generous PTO, and more
• Opportunities to connect with and learn from colleagues and partners around the world
• Salary range: $78K - $110K; a final offer will be dependent upon a candidate’s location, skills and experience