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Client Success Specialist - WAVE

McKinsey & Company

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Customer Service

Chicago, IL, USA · Miami, FL, USA · New York, NY, USA

Posted on Monday, August 26, 2024

Transformation & Turnaround

Client Success Specialist - WAVE

Job ID: 88669

Chicago
Miami
New York City

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Who You'll Work With

Wave is part of the McKinsey Transformation Practice. You’ll work with colleagues in Chicago, New York, and Miami and 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.

What You'll Do

The 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.

Qualifications

Undergraduate degree with an excellent academic record; MBA/graduate degree a plus
5+ years of account management, client relationship management or pre-sales experience in a consultative product or services environment; prior consulting experience desirable but not required
Experience with SaaS, CRM and/or digital products preferred; experience in project management, program management or change management is desirable
Clear oral and written communication skills to present complex value propositions to senior client executives
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
The role may require up to 20% travel

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FOR U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.

Certain US jurisdictions require McKinsey & Company to include a reasonable estimate of the salary or hourly range for this role. For new joiners for this role in the United States, including all office locations where the job may be performed, a reasonable estimated range is $140,000 - $142,800 —to help you understand what you can expect. This reflects our best estimate of the lowest to highest [salary/hourly wages] for this role at the time of this posting, ensuring you have a clear picture right from the start, though it's important to remember that actual salaries may vary. Factors like your office location, your unique blend of experience and skills, start date and our current organizational needs all play a part in determining the final figure. Certain roles are also eligible for bonuses, subject to McKinsey's discretion and based on factors such as individual and/or organizational performance.

Additionally, we provide a comprehensive benefits package that reflects our commitment to the wellness of our colleagues and their families. This includes medical, mental health, dental and vision coverage, telemedicine services, life, accident and disability insurance, parental leave and family planning benefits, caregiving resources, a generous retirement contributions program, financial guidance, and paid time off.

FOR NON-U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites.

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Job Skill Group - N/A
Job Skill Code - CLSS - Client Success Specialist
Function -
Industry -
Post to LinkedIn - Yes
Posted to LinkedIn Date - Mon Jul 01 00:00:00 GMT 2024
LinkedIn Posting City - New York
LinkedIn Posting State/Province - New York
LinkedIn Posting Country - United States
LinkedIn Job Title - Client Success Specialist - WAVE
LinkedIn Function - Business Development;Consulting
LinkedIn Industry - Management Consulting;Program Development
LinkedIn Seniority Level - Associate

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