Account Manager

• 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.
• 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 Senior Director on ways to improve the managed lending program and partner experience.

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