Partner Success Senior Associate

Partner Success Senior Associate

Requirements

• 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

Responsibilities

• 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
• 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

Preferred Qualifications

• 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