Client Success Specialist

WAVE is part of the McKinsey Transformation Practice. You will be based in Chicago, New York, or Miami but also work with colleagues across the Americas region. You’ll enable large-scale transformation and change programs through WAVE, a cloud-based program management solution, in combination with other tech-enabled assets.

WAVE empowers teams to drive performance and ensures superior execution and value delivery. Its mix of intuitive technology and McKinsey business advisory enables clients to track the progress and performance of initiatives against business goals, budget, and timeframes, powering transformation delivery and sustained change.

We are looking for team members who are excited about the scale and scope of impact to readily drive organizational change. As a Client Success Specialist, you will partner directly with c-suite executives and leadership teams to help shape strategy and build our holistic approach to client experience. In this role, you will have the opportunity to engage with a wide array of clients across industries and will have access to McKinsey’s world class training programs and experts to develop deep transformation expertise and best-in-class business acumen.

This full-time role entails a broad range of responsibilities, primarily focusing on leading post-sales engagement. This includes collaborating closely with McKinsey’s client development, operations, and advisory teams to ensure the successful delivery of our solutions and managing ongoing client activities.  

You will optimize onboarding processes, training, communications, and user adoption strategies, adapting to changing needs throughout the client lifecycle. Building and maintaining meaningful relationships with a portfolio of clients and internal teams is crucial to demonstrate the value of WAVE’s offerings and a key part of the role with expectation to regularly share additional use cases, identify expansion opportunities, and drive product adoption and satisfaction. 

This role also involves leading innovative efforts to broaden client impact and proactively deliver client engagement activities such as workshops, business reviews, and strategic outreach, particularly introducing new capabilities like Wave’s GenAI-enabled Virtual Coach. You will address and lead the resolution of issues related to adoption, business operations, and client relationships, acting as a client advocate within the team and the broader firm. 

Furthermore, you will deliver thought leadership by staying abreast of client needs, industry trends, and competitor offerings. This involves building and optimizing client delivery and development strategies, contributing ideas, and spearheading the implementation of new product development, marketing, and operational enhancements. You will also lead the contract extension and renewal process, serving as the main point of contact for all contractual and billing matters. This position requires a willingness to travel 20-30% of the time, accommodating the needs of our diverse client base and ensuring the highest level of service and engagement.