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Customer Success Advisor - KPMG Learning - UK Wide

Date: Aug 28, 2021

Location: Manchester, United Kingdom

Company: KPMG UK


Connected Learning

We offer an end-to-end learning service that combines advisory, specialist content, and learning delivery, building on the capability developed for clients. Our interdisciplinary Connected Learning department aims to create a culture of learning by delivering quality, innovative learning that is easily accessible, embedded to the learner’s role and has a measurable impact. Connected Learning is an emerging, but integral part of our Consultancy practice and brings together KPMG's breadth and depth of subject matter expertise with our learning design and technology skills and capabilities to help improve individual and organisational performance. It is an exciting capability area that seeks to tackle the full breadth of clients’ learning needs.

Our work covers a whole spectrum of services at the scale and quality that the market is demanding. By closely monitoring market drivers and learning trends, we have combined a best of breed technology enabled platform with a modular approach, a library of re-usable digital content and a service delivery capability. Our Learning Solutions curriculum is designed to deliver more than just training. A core part of our offering is to help clients make the connection between what their workforce has in terms of measurable skills, what they don’t have and what they need to have. This helps clients realise their immediate and future strategic business aims.

One of our key learning projects is to work with external partners and a large banking client to integrate and coordinate service delivery and customer experience of learning for the bank. As part of this project, we are responsible for coordinating multiple service providers, delivery of ‘off the shelf’ learning products, and measuring impact and effectiveness. We aim to help the bank embrace a culture of learning, increase the range and quality of learning solutions, and improve the value for money of its learning and training interventions. We aim to help the bank provide its staff with a seamless and impactful learning experience that is coordinated and built collaboratively to leverage leading practices and subject matter experts from multiple industries and service providers.

The Role

The Customer Success Advisor role is primarily responsible for working directly with clients to understand their needs and work closely with operations to ensure an efficient and effective response. Within this context, the Customer Success Advisor is responsible for building long-term relationships with key client contacts by designing and implementing account plans, demonstrating long-term value, building trust, advising clients on the design of their training requirements, and gathering and analysing client feedback.
The Customer Success Advisor will have a record of successful account management, building and maintaining relationships, supporting bids, finding new engagement opportunities with existing clients, and identifying potential new clients.
As a role model, the Customer Success Advisor must embody KPMG’s values and demonstrate a commitment toward the accomplishment of the team’s goals.

— To work across the bank to understand and help meet the evolving capability requirements of the Bank’s staff
— Build a deep understanding of the bank and deliver account plans
— Develop deep and extensive client relationships built upon a thorough understanding their business needs and capability challenges
— Familiarity and knowledge of KPMG and Consortium Learning content to provide updates to the bank
— Identify, map and present quality solutions to address client requirements challenges based on our off-the-shelf portfolio of learning content and contextualised offerings
— Boost sales conversion through deploying rigorous sales processes (including pipeline management, forecasting and reporting requirements), pricing, contracting and negotiation to win work
— Working closely with internal colleagues to develop solutions and quotes that add value to the bank and KPMG
— Support responses to RFPs and bid requirements
— Prioritise work and to meet deadlines in a demanding environment
— Able to work with discretion due to the sensitive nature of the role
— Continuously working towards a culture of inclusion
— Actively engages externally and internally in order to address their views/concerns
— Experience working in Financial Services
— Understand sales, engagement and business development processes
— Understanding of Learning Architecture and application of Learning solutions to support department requirements
— Commercial and risk acumen
— Requirements analysis and solution building
— Challenges assumptions and validates information.
— Agenda setting and event management
— Influencing, negotiation and communication skills
— Strong organizational skills
— Presentation and proposal development skills
— Thrive in a fast-paced, dynamic and evolving work environment
— Relationships and partnerships builder
— Outcome and execution focused
— Financial skills
— Experience in external, internal and partner stakeholder management and the ability to build networks effectively
— Demonstrates curiosity and open mindedness to new ideas, approaches and perspectives.
— Actively engages externally and internally in order to address their views/concerns
— Accreditation from academic or professional institutes

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