Director, Client Success - Talent & Culture Technology

Responsibilities

• Develop and execute a comprehensive client success strategy for the Talent and Culture technology portfolio, ensuring alignment with the firm's strategic objectives and named points of contact in the organization
• Perform as a strong advocate for the Digital Organization, in the championing of AI within the Talent and culture domain; drive strategy with peers to identify, evaluate, and integrate AI-powered solutions to enhance employee experience, generate predictive insights into our workforce, and drive significant operational efficiencies
• Lead the discussion and collaboration between Talent and Culture and the IT delivery organization with a lens of success, change management and best practice for the firm-wide implementation of our new SaaS platform for training; identify blockers to user adoption, monitor the engagement, and partner with the team to maximize the platform's value
• Oversee and manage any client-facing aspects of the transition from our legacy workflow and ticketing systems to the standard implementation of ServiceNow, ensuring minimal disruption and a high level of user satisfaction; build and maintain strong, collaborative relationships with senior stakeholders across HR, IT, and the business; serve as the primary point of contact for the portfolio's programs, acting as a trusted advisor and the voice of the internal client
• Build and mentor a high-performing team of client success professionals, fostering a culture of client-centricity, accountability, and excellence; define, measure, and report on key performance indicators (KPIs) for client success, including adoption rates, user satisfaction (CSAT/NPS), and overall business value; use data-driven insights to drive continuous improvement
• Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment

Qualifications

• Minimum ten years of recent experience in a senior-level client success, relationship management, or account management role within a large, complex enterprise; experience in a "Big four" accounting or professional services environment is a significant advantage
• Master of Business Administration or advanced degree from an accredited college or university is preferred; minimum of a Bachelor's degree from an accredited college or university in business administration, human resources, information technology, or a related field is required or acquired academic level by working experience
• Proven track record of successfully managing large-scale, technology-enabled business transformation programs
• Direct experience with HR technology is essential; specific knowledge of Workday, SuccessFactors, Cornerstone OnDemand, and/or ServiceNow is highly preferred