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McKinsey Solutions - Wave Client Success Manager - Asia Pacific - Sydney
Who you’ll work with

You’ll work with our Wave team in San Francisco. Wave is part of McKinsey Solutions and McKinsey’s New Ventures.

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.

New Ventures is a recently formed part of McKinsey focused on fostering innovations driven by analytics, design thinking, mobile, social and other technologies and integrating them into our client work. It is a foundation for—and expands our investment in—our entrepreneurial culture.

McKinsey Solutions is a core part of New Ventures and offers practical tools that help people at all levels of an organization generate insights they need to address both strategic and day-to-day decisions. These solutions complement McKinsey's traditional client service and are delivered in many ways, including subscriptions, workshops, training programs and project-based engagements. We work closely with clients to embed our tools, analytics and expertise, and provide on-going support to help them build the capabilities they need to revolutionize how decisions are made.

What you’ll do

You will be responsible to develop and deliver approaches and activities to generate advisory and service sales, and to drive adoption and satisfaction rates across our client base, with a particular focus on the early deployment, training and adoption phases.

Specific responsibilities include, but are not limited to partnering 
with McKinsey’s Client development, operations and client relationship teams to deploy the solution, deliver ongoing adoption activities, provide ad-hoc advisory services, gathering internal and external expertise to advise on key structural configuration choices and governance in function of program type and subject matter, and guiding internal teams and clients to ensure fit-for-purpose and high-quality configuration.

Additionally, you will support development and delivery of training and advisory modules to foster client adoption and usage throughout their user lifecycle, you'll 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 (workshops, forum, newsletter, events, get together, users community).

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

​You will report
 directly to the Global Head of Client Service for Wave and you'll have a dotted reporting line to the Regional Wave Manager(s). Beyond the qualitative assessment of performance by clients and internal stakeholders along the above job duties, specific criteria of evaluation include billable and non-billable value of advisory services delivered to clients, clients' satisfaction with overall deployment, training, adoption, and advisory services, and overall client satisfaction and propensity to recommend Wave.

  • Managing/understanding large scale change-management or transformation programs in an international context
  • Prior experience in top-tier consultancy is highly desirable
  • Special interest for Program and Change Management
  • Certified in Program Management a plus
  • Fluency in the IT industry and familiarity with the market landscape and corresponding information needs
  • Experience with SaaS 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 and proactively strengthen and develop the client base for Wave
  • Fierce desire to be a critical team member in a rapidly growing, dynamic business
  • A team player able to rally support from multiple resources
  • An undergraduate degree with an excellent academic record
  • Graduate degree a plus
  • Outstanding oral and written communication skills in English

What to Expect

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