Client Success Specialist

McKinsey•Chicago, IL

50d

About The Position

Driving lasting impact and building long-term capabilities with our clients is not easy work. You are the kind of person who thrives in a high performance/high reward culture - doing hard things, picking yourself up when you stumble, and having the resilience to try another way forward. In return for your drive, determination, and curiosity, we'll provide the resources, mentorship, and opportunities you need to become a stronger leader faster than you ever thought possible. Your colleagues-at all levels-will invest deeply in your development, just as much as they invest in delivering exceptional results for clients. Every day, you'll receive apprenticeship, coaching, and exposure that will accelerate your growth in ways you won't find anywhere else. When you join us, you will have: Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey. A voice that matters: From day one, we value your ideas and contributions. You'll make a tangible impact by offering innovative ideas and practical solutions. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes. Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm's diversity fuels creativity and helps us come up with the best solutions for our clients. Plus, you'll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences. World-class benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family. In this role you will have 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. 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.

Requirements

Undergraduate degree with an excellent academic record
5+ years of account management, client relationship management or pre-sales experience in a consultative product or services environment
Experience with SaaS, CRM and/or digital products is required
Relationship management skills; able to manage key stakeholders internally and at clients
Strong entrepreneurial drive and sense of ownership with a keen interest in proactively building McKinsey's Wave solution
Commitment to delivering exceptional results
Clear oral and written communication skills to present complex value propositions to senior client executives
Willingness to travel 20-30% of the time

Nice To Haves

MBA/graduate degree a plus
Prior consulting experience desirable but not required
Experience in project management, program management or change management is desirable

Responsibilities

Leading post-sales engagement
Collaborating closely with McKinsey's client development, operations, and advisory teams to ensure the successful delivery of our solutions and managing ongoing client activities.
Optimizing 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.
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.
Addressing 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.
Delivering thought leadership by staying abreast of client needs, industry trends, and competitor offerings.
Building and optimizing client delivery and development strategies, contributing ideas, and spearheading the implementation of new product development, marketing, and operational enhancements.
Leading the contract extension and renewal process, serving as the main point of contact for all contractual and billing matters.

Benefits

Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development.
A voice that matters: From day one, we value your ideas and contributions. You'll make a tangible impact by offering innovative ideas and practical solutions. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.
Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm's diversity fuels creativity and helps us come up with the best solutions for our clients. Plus, you'll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.
World-class benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.

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