Director, Client Success - Talent & Culture Technology

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team.

KPMG is currently seeking a Director, Client Success - Talent & Culture Technology to join our Digital Nexus organization. This is a hybrid work opportunity.

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
• Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)