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Client Success Specialist, Wave

McKinsey & Company

McKinsey & Company

Customer Service
Tokyo, Japan
Posted on Monday, June 5, 2023

Client Success Specialist, Wave

  • Tokyo

Who You'll Work With

You’ll join Wave as part of our Asia Hub, based in Tokyo, Japan. Wave is part of the McKinsey Transformation Practice. 
McKinsey Transformation (MT) is a practice that delivers a proven approach for transformational change to clients seeking radical and sustainable performance improvement. Over the last several years, we have worked with hundreds of organizations around the world and across sectors. Most of our clients are driven by a desire to capture untapped potential; others face significant external challenges or industry discontinuities. 
Large-scale change and transformation programs often finish without achieving the expected impact. Organizations lack transparency around goals, they are unable to monitor program status, and their employees can’t see the contributions of their day-to-day work. Wave is McKinsey's proprietary solution that combines a program management digital platform with expert services to help organizations drive sustainable impact, not just activities. Our web-based platform (founded in 2011) acts as a single source of truth for tracking each transformation initiative and KPI, allowing teams to collaborate and act on real-time insights.
You'll work with a variety of colleagues (consulting, product development, service delivery, management, client development). They will be based in Japan as well as different offices across Asia, Europe, and the US. They all have a common passion for digital innovation and smart business processes. You will also have significant interaction with McKinsey consulting teams and client end users across a large portfolio of clients. You will have the opportunity to collaborate with the Wave global product, leadership and client service teams in contributing to overall improvement and growth initiatives.

What You'll Do

You will use your consultative and relationship-building skills as well as your sector and functional expertise to educate and evangelize Wave’s offerings to client service teams and their clients, to demonstrate the value of Wave’s offerings, increase demand and grow the solution.
You will partner with McKinsey client service teams to drive seamless implementations and long-term satisfaction in complex client environments. You will ensure clients are engaged with and see the value of the Wave platform and experience. You will identify follow-up opportunities and coordinate with your colleagues to implement relevant activities across the Wave team and clients (e.g., workshops with strategic clients, tactical outreach and touchpoints, new and expanded use case creation).
By proactively problem-solving, escalating issues where appropriate and acting as a client advocate inside Wave and the broader firm as needed, you will resolve relationship issues as they arise.
You’ll coordinate and participate in on-site meetings and programs for core clients, in conjunction with the product and business development team, McKinsey experts and facilitators. You will have an active part in identifying and generating opportunities to expand our impact and drive the renewal process at clients.
You will provide effective thought leadership by proactively understanding client needs and maintaining knowledge of industry trends and competitor offerings. In addition, you will actively contribute ideas for new product development, marketing and communication initiatives and operational improvements.


  • Undergraduate degree with an excellent academic record; graduate degree a plus
  • 5+ years of client account management or success experience in a consultative product or services environment
  • Prior consulting experience is highly desirable 
  • Relationship management skills; able to manage clients up and down throughout internal and client organizations
  • Very strong problem-solving skills
  • Experience in technology consultancy and/or SaaS/digital products a plus
  • Experience in program/project management and change management
  • Ability to work independently or as part of a team
  • Entrepreneurial spirit and a keen interest in pro-actively building the Wave solution
  • Consistently deliver exceptional results and great ideas
  • Fluency in Japanese and an excellent command of English
Apply Now
Job Skill Group - CSS Associate
Job Skill Code - CLSS - Client Success Specialist
Function - Technology
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