Client Success Specialist - McKinsey Transformation

Who You'll Work With

You will join our Dusseldorf, Cologne or Munich office as part of McKinsey Transformation team with specific focus on McKinsey’s Wave Solution.

Wave equips clients to successfully manage improvement programs and transformations. Focused on business impact, Wave allows clients to track the impact of individual initiatives and understand how they affect longer term goals. Its mix of an intuitive interface and McKinsey business advisory gives clients a simple and insightful picture of a complex portfolio and its consolidated impact. It allows all contributors and managers to track the progress and performance of initiatives against business goals, budget, and timeframes.

You'll work with a variety of colleagues (development, service delivery, management, client development). They will be based in different offices across Europe, US, Australia, India, Costa Rica and beyond, and they all have a common passion for digital innovation and smart business processes.

What You'll Do

In this role, you will lead post-sales engagement by partnering with McKinsey’s client development, operations, and advisory teams to deliver solutions and manage ongoing client activities. You will optimize onboarding, training, communications, and user adoption strategies, adapting to changing client needs throughout their lifecycle.

You will build strong relationships across a portfolio of clients and internal teams, showcasing the value of Wave’s offerings, expanding use cases, and enhancing product adoption and satisfaction. Innovatively leading activities such as client workshops, strategic outreach, and the introduction of new capabilities will be key to broadening client impact.

Additionally, you will lead the resolution of challenges related to adoption, business, and client relationships, proactively problem-solving, escalating issues when necessary, and acting as a client advocate within the Wave team and the broader firm. You will deliver thought leadership by deeply understanding client needs and staying informed about industry trends and competitor offerings.

You will also be responsible for building and optimizing client delivery and development strategies, driving new product development, and spearheading marketing and communication initiatives for operational improvements. Finally, you will manage the contract extension and renewal process, identify expansion opportunities, and handle all contractual and billing matters for clients.

Qualifications

• Undergraduate degree; graduate degree or MBA is a plus
• 3+ years of experience as a proven performer in an operational project/program management role with specific focus on the delivery and/or management of related SaaS solution(s) is preferred; consulting experience is desirable
• Special interest in program and change management, digital learning platforms, data analytics and working capital/cash management is a plus
• Good relationship management skills; ability to manage contacts throughout internal and client organizations
• Strong problem solving skills; ability to multi-task whilst keeping attention to detail
• High energy team player; ability to rally support from multiple resources
• Clear oral and written communication skills to present and discuss complex value propositions to client senior executives
• Fluency in English and German, both written and spoken is a must