Client Success Manager - Wave

Job Description

Who You'll Work With

You’ll work with our Wave team in São Paulo.

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 expertise givens clients a simple and insightful picture of what can otherwise be a complex process by allowing them to track the progress and performance of initiatives against business goals, budget, and timeframes.

McKinsey fosters innovation driven by analytics, design thinking, mobile and social by developing new products/services and integrating them into our client work. It is helping to shift our model toward asset-based consulting and is a foundation for –and expands our investment in –our entrepreneurial culture. Through innovative software as service solutions, strategic acquisitions, and a vibrant ecosystem of alliances, we are redefining what it means to work with McKinsey.

What You'll Do

You will be responsible for developing and delivering approaches and activities to generate advisory and service sales and to drive adoption and satisfaction rates across our client base.

You'll have a particular focus on the early deployment, training and adoption phases. You'll also operate as the lead point of contact for best practices in deployment and adoption of Wave, and you'll partner with McKinsey’s client development, operations and client relationship teams to deploy Wave, deliver ongoing adoption activities, provide ad-hoc advisory services.

Additionally, you'll gather internal and external expertise to advise on key structural configuration choices and governance in function of program type and subject matter, you'll guide internal teams and clients to ensure fit-for-purpose and high-quality configuration, and you'll support the development and delivery of training and advisory modules to foster client adoption and usage throughout their user lifecycle.

You'll have the opportunity to develop a trusted advisor relationship with internal and external stakeholders and in coordination with the Marketing function, you'll develop and deliver in-person or remote post-sales activities such as workshops, forums, a newsletter, events, etc.

In addition to the specific responsibility for post-sales activities, you will support the Wave team activities by contributing to best practices development regarding Wave for Program Management and Impact Tracking. You'll assist in understanding client business needs and responding to RFP in pre-sales, you'll maintain knowledge of industry trends and competitor offerings, and you'll contribute ideas for new product and service development, marketing and communication initiatives and operational improvement.

Qualifications

• Undergraduate degree with an excellent academic record required; Graduate degree a plus
• 7 - 10 years of experience as a proven performer; prior experience in top-tier consultancy is highly desirable
• Managing/understanding large-scale change-management or transformation programs in an international context
• Special interest in Program and Change Management; certification in Program Management is a plus
• Experience in an operational project management role. Experience with SaaS is a plus
• Ability to be stand-alone in senior client settings
• Clear oral and written communication skills to present and discuss complex value propositions to client senior executives
• Strong project management skills, able to multi-task whilst keeping attention to detail
• Entrepreneurial spirit and a genuine interest in delivering outstanding client service
• Team player able to rally support from multiple resources
• Outstanding oral and written communication skills in English