Client Success Specialist

Your Growth

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, all while upholding our unwavering commitment to ethics and integrity. 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 your role, with the expectation to regularly share additional use cases, identify expansion opportunities, and drive product adoption and satisfaction.

Your 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.

Your 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 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…