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 following skills and attributes:

• Able to work US standard working hours - timezones that align with EST/MST/PST
• Minimum 1-3 years of operations, account management or project management experience 
• Work experience in a fast-paced, technology and growth-oriented organization
• Operationally focused and excited about process improvements 
• Bachelor's degree or graduate degree
• Strong interpersonal skills 
• Ability to work independently and collaboratively as part of a team
• Flexibility and ability to manage multiple projects and priorities simultaneously
• Extreme attention to detail 
• Excellent verbal and written skills

To be successful as a member of the Kiva team, you will also: 

• Have a passion for our mission and a strong desire to impact a dynamic non-profit organization positively 
• Have a passion for financial inclusion and the unique ways technology can be leveraged to alleviate poverty and make a positive impact on the world 
• Have a positive, can-do attitude and a willingness to tackle everything from the nuts and bolts of a partnership to high-level strategy on new initiatives. 
• Be an innovative and creative thinker; you're not afraid to try something new and inspire others to do so 
• Be resourceful and not afraid to ask questions and put yourself out there
• Have a very high level of personal and professional integrity and trustworthiness
• Have a strong work ethic and require minimal direction 
• Work well independently and as part of a team
• Thrive in a fast-paced and fun environment

Screening Question:

1. Please tell us why you are uniquely qualified to serve as Kiva's Partner Success Associate 

What we offer:

• An opportunity to improve real lives, solve hard problems, and change the world
• A 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, and unlimited PTO. Some of these benefits have eligibility requirements. Many of these benefits are subsidized or fully paid for by Kiva
• Opportunities to connect with and learn from colleagues and partners around the world
• Salary range: $55,800-70,000 a final offer will be dependent upon a candidate’s location, skills and experience. 
• Currently, we are not open to working from home employees residing in the following states: AL, AK, DE, HI, IN, KY, MS, MO, NE, NM, ND, OK, RI, SC, SD, VT, WV, WI, and WY

A diverse and inclusive workplace where we learn from each other is an integral part of Kiva's culture. We actively welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a great place to work. Join us and help us achieve our mission!

We will only accept applications directly from candidates. Kiva will not be responsible for any recruiting agency fees, absent a formal agreement.