Customer Success Associate Kpmg Origins

6 months ago

Sydney, Australia KPMG Australia Full time

**Company Description**
KPMG Origins is a SaaS startup that streamlines interactions between organisations, industries, and borders 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.

You'll play a pivotal role in supporting our customers’ experience and business development functions as our platform continues to expand. Your initial focus will be on users of our resource recovery solution, to enhance the experience through data-driven customer operations. This role encompasses various aspects of customer interaction, including spending time in the support centre, account management, business development, onboarding, and educating customers about the KPMG Origins Platform.

**Responsibilities**:

- ** Customer Success**: Collaborating with the team to help drive resource recovery (waste) user satisfaction and broader customer retention by understanding customer needs and assisting them throughout their lifecycle
- ** Product ambassador**:Proactively identify opportunities to improve, upsell and cross sell our services
- ** Customer Centric Approach**: Assisting in the development of our customers through gaining insights into our customer behaviours and understanding the fundamental requirements for customers to become advocates of our platform.
- ** Frontline ambassador**: Build, develop and maintain trusted customer relationships that support adoption and expansion. Addressing customer inquiries, resolving concerns, and providing exceptional support throughout their journey.
- ** Customer Advocate**: Translate customer feedback to inform our sales processes, product roadmap and marketing materials to focus on delivering value.
- ** Content**: Help telling our story, assisting in the development and scheduling of content to support customer acquisition, engagement** **and education
- ** Customer Support Centre Involvement**: Actively engaging in our customer support operations, be the key point of technical and support escalation, responding to customer inquiries and assisting the support team by troubleshooting and providing solutions as a platform expert with a deep understanding of our products and its features, provide exceptional service and support, resulting in advocacy and promotion of KPMG Origins
- ** Onboarding and Educate**: Aid in the onboarding of customers and contributing to customer education via a mixture of training, support, product awareness, and other activities to aid customers getting the most out of our solution, accomplish their goals and create a positive experience
- ** Technical Implementation**: Utilising your passion and experience with the technical implementation of digital tools, such as HubSpot, Dynamics CRM, Intercom, Tableau, Azure DevOps, and the Microsoft suite of software, to enhance customer interactions and support processes
- ** Operational Assistance**: Support various functions and projects aimed at resolving issues and streamlining business operations.

**How are you extraordinary?**
- You are committed to providing fantastic customer service, with kindness and empathy at the heart of every interaction.
- You are passionate about the importance of fantastic communication to share ideas, inspire, and create change.
- You love being part of a collaborative and multidisciplinary team and building strong relationships both internally and externally.

**Qualifications** Your Experience**
- 3+ years of experience in customer facing role in Resource Recovery/ Waste
- Worked in or have had experience in B2B SaaS
- Genuine passion for technology and delivering exceptional customer experiences with a positive attitude
- Enjoy connecting with customers and solving their challenges
- A highly organised, self-motivated and fast learner
- Exceptional communication skills; verbal, written and client management
- Adept at using technology to scale across customer base
- Ability to work collaboratively within a team environment
- Handle conflicting priorities and effective, timely workload management
- Excellent relationship building skills with proven experience cultivating champion relationships

A bonus:
**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’r

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