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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.

Change Enablement, Onboarding and Data Migration

• 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

White-Glove Client and Internal User Support

• 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

Support Analysis, Insights and Recommendations

• 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

Process Improvement and Cross-Functional Collaboration

• 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

• 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

KPMG Ontario Region Pay Range Information

The expected base salary range for this position is $55,000 to $82,000 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program.

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KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process

At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG’s Employee Relations Service team by calling 1-888-466-4778.

AI Usage

We embrace the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or surfacing relevant qualifications. However, no hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals, who are equipped with training that empowers them to use these tools responsibly. AI technologies used in our recruitment process undergo detailed risk assessments, including security and privacy requirements, that align with KPMG’s Trusted AI framework.

We believe technology should empower human judgment, not replace it. It’s one of the many ways we’re delivering on our vision of being a technology-first, people-driven firm.