The role entails a broad range of responsibilities, primarily focusing on supporting starting and ongoing engagements. This includes collaborating closely with McKinsey’s client development, operations, and advisory teams to ensure the successful delivery of our solutions and managing ongoing long term client activities.
You will contribute to optimizing 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 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 drive 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 supporting the implementation of new product development, marketing, and operational enhancements. You will also participate in the contract extension and renewal process, serving as an initial point of contact for all 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.