Kiva is a mission driven technology company. It runs a global marketplace platform for crowd-funded micro-loans that serves the impoverished and financially excluded. The company combines the culture and technological passion of an internet start-up with the compassion and empathy of a non-profit to address poverty at global scale. Kiva aims to drive social impact and enable opportunity while providing a borrower-to-lender connection: "Loans that change lives." In just 13 years, Kiva has raised over USD 1 billion in loan capital for nearly 2.6 million borrowers in 83 countries. Kiva’s lenders fund over USD 10 million in loans every month. Kiva is poised to take its initial success to a whole new level, continuing its expansion into new areas such as local lending in the US, student loans, water, and clean energy.
About the Job:
Kiva is searching for a dynamic, organized, communicative, and thoughtful person to join the Development Team as an Account Manager. Kiva’s Development Team is responsible for raising offline grants and loans to support its growth and innovation. The Account Manager will be an integral part of the team managing a portfolio of existing corporate and foundation partners through the creation and implementation of employee and customer engagement programs. The right person for this role is extremely personable, detailed-oriented and focused on customer success. They are able to build strong ties both externally and internally across multiple teams (including marketing, product and engineering) and will bring new ideas for how to improve Kiva's products and services for its existing partners. The Account Manager will report to the Senior Director of Development in San Francisco.
Tasks and Responsibilities:
Provide high-level customer service for all existing and new Managed Accounts;
Create detailed implementation plans for employee and customer engagement campaigns;
Coordinate calls and meetings with Managed Accounts and provide both technical and tactical support during campaign implementation;
Host webinars/calls to share information with Managed Accounts and get them up to speed on Kiva;
Create resources to use when coordinating with partners (i.e. documentation and training);
Facilitate the Development Team’s understanding of new product features;
Represent external partners’ needs in internal meetings and set clear expectations cross-functionally of expected outcomes for corporate launches;
Maintain positive customer relationships through improved processes;
Maintain and improve reporting for managed lenders - ensure reporting requirements are met;
Set up managed accounts, facilitate movement of funds between funder and Kiva, and manage deployment of funds;
Conduct user surveys/research of customers and end users (i.e. employees of corporate partners) to inform product design and strategy;
Coordinate Development team communication and stewardship of managed lenders;
Work closely with Dev team and Product Manager, incorporating user research to propose product enhancements and improvements;
Work closely with the relationship manager of each managed account to strategize how to secure new tranches of funding from existing partners.
Minimum three years of non-profit development, account management or for-profit sales experience, with a track record of significant customer success;
Work experience in a fast-paced, growth-oriented organization;
Bachelor's degree or graduate degree;
Strong interpersonal skills and excellent phone skills;
Ability to work independently and collaboratively as part of a team;
Flexibility and ability to manage multiple projects and priorities simultaneously;