Client Success Partner (Client Service Associate 2) - Military Veterans

PCG helps school districts and state agencies across the country support the delivery of health-related services by helping schools access critical Medicaid reimbursement. Client Success Partners (CSP) are key members of the Client Success Team within the School Based Services (SBS) Center of Excellence (COE). This role will directly work with PCG Education clients, taking ownership for stakeholder engagement with a strong focus on optimizing program returns. This role must effectively integrate capabilities in client management and project management, collaborating with Operations, Product, Program Integrity, and other staff to execute contractual obligations. CSPs also actively engage with local team members, working together to understand state and school district environments to effectively deliver and expand PCG services. This position may report to either a SBS COE Client Success Director or a Client Success Lead.

Duties and Responsibilities

Clients  

Own and manage a client portfolio and cultivate relationships with state agencies and partners

Understand and continually monitor Federal, state, and local Medicaid School-Based program policies

Leverage client communication and management tools, structures, and best practices, collaborating with functional areas where needed (e.g., creation and execution of client action plan(s))

Seek continuous improvement throughout the client journey: implementation, adoption, optimization, and expansion

Create partnerships where clients are retained, highly satisfied, and can serve as references

Uphold strong project and change management practices, both internally and externally

Communicate with clients on contract and project deliverables, demonstrating clarity and consistency – be transparent about any potential risks and open to new opportunities

Seek and share feedback about the evolving needs of our clients

Team

Be an active participant of the Client Success team, contributing to a professional and respectful team dynamic with a culture of mutual accountability

Work with your supervisor to specify goals and objectives for your portfolio that align to the overall Client Success vision

Take part in special/strategic initiatives and projects, as available and capacity allows

Collaboration & Coordination

Take initiative to evaluate current processes, identify any gaps, and make improvements

Collaborate and coordinate with local teams and other COE staff to meet our clients’ needs. Examples include: partner with local team regarding FFS business development opportunities and activities, work with Product & Operations to efficiently and effectively onboard, train, and support clients, provide feedback to Data Analytics about client data requests and needs, etc.

Required Skills

Communication skills (presentation, facilitation, and written) 

Collaboration skills (with peers, staff, and clients) and propensity for relationship building

Problem solving skills; using sound judgement as to when an issue should be escalated

Data analysis skills, especially as it relates to optimization opportunities  

Professional maturity and ability to put the best interests of the client and PCG above self-interest 

Qualifications

High School diploma or equivalent, Bachelor’s degree preferred

2+ years similar work experience

Demonstrated success working cross-functionally and with diverse stakeholders (both internally and externally

Track record of producing high quality deliverables for clients

Supervisory Responsibility

None

Working Conditions

Hybrid - majority remote, but on-site with clients and for team meetings as needed

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

As required by applicable law, PCG provides the following reasonable range of compensation for this role: $60,000-$80,000. In addition, PCG provides a range of benefits for this role.

Compensation:

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience.  As required by applicable law, PCG provides the following reasonable range of compensation for this role below. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

EEO Statement:

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.]]>