Customer Success Lead Kpmg Origins

6 months ago

Sydney, Australia KPMG Full time

KPMG Origins is a SaaS startup that streamlines interactions between organisations, industries, and boarders to enable supply chain ecosystems to thrive via trustworthy data.

Our goal is to address global pressing problems of today, such as cost of living, food insecurity, sustainability, human rights and consumer transparency.

KPMG Origins is one of several startups within KPMG Futures and we’re on the lookout for an experienced Customer Success Specialist to step into a parental leave role to lead our customer success team and work with our passionate, committed team to help build a product that solves the most pressing problems of today.

**Your Opportunity**:
Lead the Customer Success team in the pivotal role in supporting our customers’ experience and business development functions as our platform continues to expand. Your focus will be setting and driving the customer experiences and contributing to revenue growth through data driven customer operations. Customer success encompasses all customer interaction: support, account management, onboarding, and educating customers about the KPMG Origins Platform.

**Responsibilities**:

- **Leadership**:align and set the direction for customer success department and team
- ** Strategy**:drive the customer success strategy across Origins
- ** Mentoring**:guide, grow and collaborate the team for success
- ** Acquisition and retention**:drive the customer lifecycle
- ** Product Ambassador**:identify and define opportunities to upsell and cross sell our services
- ** Customer Centric**:leading Origins to have the customer at the forefront
- ** Frontline Ambassador**: build, develop and maintain key client relationships, supporting adoption and expansion
- ** Customer Advocate**: Representing the voice of the customer to develop our sales, marketing and product roadmap
- ** Content**: telling our story to support customer acquisition, engagement** **and education
- ** Customer Support**: lead the team and operations of providing exceptional service and support, resulting in advocacy and promotion of Origins
- ** Onboarding and Educate**: drive the strategy for customers to accomplish their goals and get the most out of Origins
- ** Technical Implementation**: utilising your passion and experience with the technical implementation of digital tools; HubSpot, Intercom, Tableau, Azure DevOps, and Microsoft suite, to enhance customer interactions and support processes

**Qualifications**:
**About you**:

- Experience leading the customer success division in a B2B SaaS
- Previously lead an exceptional customer success team
- Experience leading a support and service function and team
- Skilled mentor, coach and leader
- Passion for drive customer centricity in a startup
- A highly organised, self motivated and fast learner
- Exceptional communication skills; verbal, written and account management skills
- Adept at implementing technology to scale across customer base
- Skilled developing and implementing process and strategies for scale
- Handle conflicting priorities and effective, timely workload management
- Excellent relationship building skills with proven experience cultivating champion relationships

A bonus:

- Startup experience

**Additional Information**:
KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

**_ At KPMG every career is different, and we look forward to seeing how you grow with us._

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