Customer Success Analyst |Kpmg Origins

Company DescriptionWith an exciting mandate to do things differently, we’re investing in and evolving this specialist team to focus on the future; future sectors, future technologies, future services, future business models, and more. KPMG Futures pursues opportunities in quantum computing, Web 3.0, and next-gen AI. Our objective is to build a portfolio of game-changing businesses. Core to this objective is our venture partnering capability which aims to create strategic collaborations between our firm and groundbreaking startups to solve our clients' most pressing problems.Our culture is characterised by a startup mentality combined with professional entrepreneurship. Our team is made up of passionate people who want to deliver value to clients in a new context, in which we connect in-depth specialist knowledge with the latest technological possibilities. We are looking for people who want to take on this challenge with us and are ready to contribute to the growth of the firm.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.KPMG Origins is one of several startups within KPMG Futures and we’re on the lookout for an experienced Customer Success Associate to work with our passionate, committed team to help build a product that solves the most pressing problems of today. Visit to find out more about us.Job DescriptionUnderstanding customer behaviour is a pivotal experience in building a successful career in technology and we’re offering an opportunity to join our team and do just that! While the core function of this role will support the Customer Success function by managing daily support requests from end users of the KPMG Origins platform, we’re looking for someone with a passion in data and analytics to bring the insights out of customer behaviour and back into our business reporting metrics and product road maps.About Your OpportunityDay-to-day responsibilities will include:

• Responding to customer queries via our Intercom help centre in a timely and accurate way, via chat, email and the occasional training calls.
• Utilising digital tools such as Intercom, Tableau, Azure DevOps and the Microsoft suite of software, to enhance customer interactions and support processes
• Identifying user needs and helping users adopt specific features
• Analysing and reporting product malfunctions such as testing different scenarios or impersonating users in different environments
• Collaboration with product and technical teams to troubleshoot issues, and provide feedback gathered from end users.
• Creating and updating existing help content in the form of articles, automated responses, and other training materials.

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

• 1+ years of experience in a customer facing role in B2B SaaS
• Genuine passion for 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 account management skills
• 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
• Have a general understanding and curiosity about Customer Success with a desire to grow

A bonus:

• Experience or interest in sustainability, resource recovery, waste management, construction, commodities, supply chains, traceability, AI, and automation.
• Experience using Intercom help centre software and Tableau

Additional InformationKPMG 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.Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the .At KPMG every career is different, and we look forward to seeing how you grow with us.