Specialist, Customer Enablement - 12 month Contract

KPMG•Toronto, ON

About The Position

KPMG Ignition is our innovation advisory offering support to various clients’ in exploring the art of the possible and build leading-edge solutions. We utilize exponential technologies, human-centered thinking, and business model innovations to unpack core business challenges and help clients seize opportunities in an era of rapid and disruptive change. As a member of the Ignition Tax Customer Success team, the Customer Success and Change Enablement Analyst will play a key role in supporting the successful onboarding, transition, and adoption of KPMG Canada's Tax technology tools. This role provides high‑touch support to clients and internal users, with a strong focus on proactive change enablement, onboarding support, and operational analysis. It takes end‑to‑end ownership of onboarding, migration, and adoption initiatives, remaining closely connected to support tickets and user inquiries to understand user needs, diagnose root causes, recommend direction, escalate effectively, and drive measurable outcomes. The role supports internal users, client-facing teams, and external clients in moving through change effectively by guiding onboarding activities, overseeing the migration of business information into Ignition Tax products, and identifying adoption risks. It also helps users navigate new digital processes with confidence, ensuring transitions are seamless and successful, while prioritizing ownership of outcomes and proactive enablement over transactional ticket resolution. The successful candidate will bring a strong client service mindset, analytical capability, and comfort working with support and adoption data. They will review support ticket trends, onboarding activity, usage patterns, and recurring support themes to prepare summaries and recommendations for the Customer Success Manager. These insights will help improve enablement approaches, reduce adoption friction, strengthen onboarding and migration processes, and support continuous improvement across Ignition Tax products and services.

Requirements

Strong verbal and written communication skills
Excellent collaboration, relationship-building, stakeholder management, and interpersonal skills, with the ability to provide high-touch support to users navigating change
Experience in customer success, client support, change enablement, onboarding, implementation support, help desk, or technology-enabled business transformation
Strong interest in digital adoption and helping users transition successfully to new tools, workflows, processes, and data migration activities
Strong analytical and problem-solving skills, with the ability to review support tickets, usage trends, onboarding activity, and adoption data to identify themes, root causes, and improvement opportunities
Ability to summarize findings and develop practical recommendations to support reporting, continuous improvement, and adoption enablement.
Ability to create and contribute to onboarding documentation, migration support materials, knowledge base content, FAQs, process guides, and enablement resources
Strong aptitude for learning and adapting to new technologies, business processes, workflows, and product updates
Ability to work effectively both independently and as part of a diverse, collaborative team
Proficient in Excel, including data mining, analysis, and summary reporting; strong knowledge of Microsoft 365 and Teams

Responsibilities

Act as a change enablement partner to specialty tax groups, internal teams, client-facing professionals, and external clients as they adopt Ignition Tax products and services
Support onboarding and migration activities for users transitioning business information, files, workflows, and processes into KPMG Canada's tax digital tools
Accountable for linking enablement and support activities to outcomes such as reduced repeat inquiries, improved onboarding efficiency, improved user confidence, and clearer adoption patterns
Monitor onboarding progress, user readiness, migration challenges, and adoption risks; proactively synthesize themes, assess impact, and escalate issues with clear context, options, and recommended actions
Provide high-touch, white-glove support to internal users and external clients during key points of transition, including onboarding, data migration, process change, and early-stage adoption
Support users through complex or sensitive adoption scenarios by helping clarify next steps, coordinate support, and maintain a positive client and user experience
Maintain a strong working knowledge of Ignition Tax products and services, including common onboarding requirements, migration considerations, support themes, product updates, and process changes
Review and analyze support tickets, inquiries, and recurring issues to identify trends, root causes, common user pain points, and opportunities to improve the support and onboarding experience
Prepare clear summaries, insights, and recommendations for the Customer Success Manager based on support activity, adoption trends, onboarding outcomes, and recurring operational themes
Take ownership in identifying opportunities to reduce repeat support inquiries through improved onboarding processes, clearer documentation, stronger enablement resources, and targeted change management activities
Support the development and improvement of change enablement processes, onboarding playbooks, migration support materials, knowledge base content, and operational support documentation
Collaborate with Ignition Tax Customer Success, support, product, engineering, and extended IT teams to ensure a coordinated and consistent experience for users and clients
Contribute to Customer Success and Ignition Tax initiatives related to adoption, change readiness, onboarding improvements, support operations, and continuous improvement
Identify scalable and progressive ways to support internal KPMG employees and external customers through periods of digital change