Sr. Client Success Analyst

McKinsey•Chicago, IL

43d

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. You will contribute to optimizing onboarding processes, training, communications, and user adoption strategies, adapting to changing needs throughout the client lifecycle. You will build and maintain 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. As a Senior Client Success Analyst you will be participating in 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. In coordination with a cross-functional team, you will assist in 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 will involve you building and optimizing client delivery and development strategies, contributing ideas, and supporting the implementation of new product development, marketing, and operational enhancements. You will also contribute to the contract extension and renewal process and collaborate closely with leadership for contractual and billing matters. This position requires a willingness to travel 20% 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.â¯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. You will be joining team members who are motivated by the opportunity to contribute to meaningful organizational change. As a Client Success Senior Analyst, you will collaborate with leadership teams to help shape strategy and enhance our approach to client experience. In this role, you will work with a diverse range of clients across industries and have access to McKinsey's training programs and experts to deepen your transformation expertise and business knowledge.

Requirements

Undergraduate degree with an excellent academic record
3+ years of account management, client relationship management or pre-sales experience in a consultative product or services environment
Commitment to delivering exceptional results
Strong entrepreneurial drive and sense of ownership with a keen interest in proactively building McKinsey's Wave solution
Relationship management skills; able to manage key stakeholders internally and at clients
Clear oral and written communication skills to present complex value propositions to senior client executives

Nice To Haves

MBA/graduate degree a plus
Prior consulting experience desirable but not required
Experience with SaaS and/or digital products preferred; experience in project management, program management or change management is desirable

Responsibilities

optimizing onboarding processes, training, communications, and user adoption strategies, adapting to changing needs throughout the client lifecycle.
build and maintain meaningful relationships with a portfolio of clients and internal teams
demonstrate the value of Wave's offerings
regularly share additional use cases
identify expansion opportunities
drive product adoption and satisfaction
participating in innovative efforts to broaden client impact
proactively deliver client engagement activities such as workshops, business reviews, and strategic outreach, particularly introducing new capabilities like Wave's GenAI-enabled Virtual Coach
assist in resolution of issues related to adoption, business operations, and client relationships, acting as a client advocate within the team and the broader firm
deliver thought leadership by staying abreast of client needs, industry trends, and competitor offerings
building and optimizing client delivery and development strategies, contributing ideas, and supporting the implementation of new product development, marketing, and operational enhancements
contribute to the contract extension and renewal process
collaborate closely with leadership for 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.
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.
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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