Front Office Transformation

Description:

The CRM Specialist will be part of the CRM team and be a champion in the effective use of Salesforce, playing a support role in assisting user. This includes providing day-to-day CRM support to the firm, help desk style in answering questions, and how-to, maintain data quality, and drive the right behaviours, across the firm, specifically our Partners, Senior Managers, Client Admins and Marketing communities.

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What you will do:

• Help effectively launch and onboard users to the firm’s new Salesforce CRM.
• Ensure process adherence, maintenance of data accuracy, integrity and consistency, and troubleshooting issues.
• Contribute technical advice and expert knowledge of CRM to contact, account and opportunity management initiatives.
• Build relationships with key stakeholders, especially within the user base and the CRM Champion Network to understand and provide solutions to their problems
• Provide strategic advice on how the firm can and should be leveraging Salesforce, understand business purposes and how data can be extracted to provide client & market insights.
• Planning and executing CRM data quality initiatives, and ongoing monitoring of changes made by users and other CRM analysts (offshore) to maintain data integrity.
• Supporting users with dashboards and reporting that meet their needs and generate business insights.
• Provide value-added advice to ensure clients meet business and Marketing objectives.
• Collaborate with change management team to develop, deliver and maintain CRM training material and support for a wide range of firm stakeholders.
• Be part of regular testing and enhancements.
• Maintain knowledge of current trends, leading practices across industries, domestically and globally
• Support other team members on ad hoc projects or special projects.
• Develop thorough knowledge of KPMG, its lines of business and service areas to enhance the client experience.

What you bring to this role:

• 2-3 years of relevant work experience in CRM tools and processes, research, or marketing.
• Proficiency in Salesforce or other CRM software.
• Exceptional written and verbal communication, organizational, and technical skills.
• Detail-oriented, quick learner, self-starter, and team player.
• Ability to work independently, meet deadlines, and provide recommendations to senior leadership.
• Understanding of CASL and other data privacy legislations.
• Strong problem-solving skills, client service, and team orientation.
• Ability to thrive in a fast-paced environment with rapidly changing priorities.
• A desire to learn, share, collaborate, and take initiative.

• This position requires written and oral fluency in English.

This position requires written and oral fluency in English. The successful candidate may be required to support or collaborate with English-speaking colleagues or stakeholders while at KPMG. The successful candidate may be required to create, interpret and/or apply policies, practices, laws and and/or regulations during the regular course of their employment.