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KPMG Lead Specialist, Client Success Management in Grand Rapids, Michigan

Business Title: Lead Specialist, Client Success Management

Requisition Number: 57596 - 43

Function: Advisory

Area of Interest:

State: MI

City: Grand Rapids


Historically, the travel requirement for this position has ranged from 80-100%. The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities, and guidance from a number of infectious disease experts. For now, all KPMG business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only. At some point in the future and with the safety of people as the critical factor, the travel requirement will likely increase, possibly to previous levels, but KPMG is committed to balancing client requirements with new delivery capabilities.

The KPMG Advisory practice is currently our fastest growing practice. We are seeing tremendous client demand, and looking forward we don't anticipate that slowing down. In this ever-changing market environment, our professionals must be adaptable and thrive in a collaborative, team-driven culture. At KPMG, our people are our number one priority. With a wealth of learning and career development opportunities, a world-class training facility and leading market tools, we make sure our people continue to grow both professionally and personally. If you're looking for a firm with a strong team connection where you can be your whole self, have an impact, advance your skills, deepen your experiences, and have the flexibility and access to constantly find new areas of inspiration and expand your capabilities, then consider a career in Advisory.

KPMG is currently seeking a Lead Specialist to join our KPMG Spectrum practice.


  • Own and manage relationship(s) with assigned client(s), providing the proper governance which includes planning, change management and status reporting on operations

  • Collaborate with delivery teams, solution management and delivery leadership to drive service improvement plans where needed while overseeing client service invoicing, conduct Service Health Checks and Contract Change Order Management

  • Provide updates to solution teams on new client opportunities, Service Performance Management Reporting and client Satisfaction Management to ensure it adheres to KPMG managed service compliance processes

  • Support the Solution team with RFPs responses and new business pursuit teams

  • Execution of the day-to-day activities of SaaS platform, advisory engagements for a variety of clients including process design and post implementation lifecycle support; review business processes and advise clients on system services available within the relevant platform application

  • Governance over SaaS-based solutions and subject matter expertise and experience with specific vendor applications relative to client抯 Managed Services engagement (Oracle, Workday, ServiceNow, Coupa)


  • Minimum of five years of experience working in a Managed Services capacity; Minimum of three years supporting client engagement(s) in an operational and/or delivery capacity; project management experience preferred

  • Bachelor抯 degree in related field from an accredited college/university

  • Experience governing service management utilizing the ITIL framework

  • Prior experience in an external client-facing service delivery management capacity, required; knowledge of information access and delivery methods, analytics application and tool portfolio, data sourcing and integration methods, an understanding of data warehousing/mining and platform specific architecture preferred

  • Ability to exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results and ensuring that delivery goals, schedules and performance requirements are achieved; perform process-based performance benchmarking with strong analytical skills, strategic focus, broad-based business judgment, proven initiative, creativity, assertiveness and leadership abilities

  • Managed Services experience managing engagements from end to end which includes the identification and escalation of client delivery issues, as appropriate, to delivery and solution leadership,

  • Ability to travel as necessary

  • Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

GL: 4

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