Client Service Associate 2 - Military Veterans

Client Success Partner – EDPlan Innovations

Client Success Partners will be integral members of the EDPlan Innovations Team. This position will be responsible for engaging client stakeholders for EDPlan Innovation projects.

Client Success Partners are responsible for managing, maintaining, and growing client relationships with state agency and/or local education agency stakeholders across multiple states/projects. This will be accomplished through direct client interaction, as well as collaboration with Regional Teams. This role must effectively integrate capabilities in client management and project management in addition to promote strong connectivity with the other Client Success Partners and the EDPlan Innovations team.

The Client Success Partner role will focus on multiple products and services within EDPlan with a focus on General Supervision, a suite of state education agency products, within EDPlan.

Responsibilities: 

Clients

·         Focus on developing long-term client relationships – expand influence, increase retention, solve issues, and drive satisfaction

·         Model best practices in terms of client, project, and change management

·         Lead client engagements/interactions (e.g., status update meetings)

·         Proactively identify problems and provide solutions to clients

·         Build client excitement in terms of new features, functionality, and services

·         Provide feedback regarding the evolving needs of our clients and how we can remain responsive, competitive, and good partners

·         Provide training on use of the system for end users and administrators as needed

·         Provide Tier 2 or 3 support via Zendesk (helpdesk) for EDPlan Innovations

·         Ability to manage multiple projects and clients simultaneously with a keen attention to detail

Collaboration & Coordination

·         Contribute to a professional and respectful team dynamic with a culture of mutual accountability

·         Deliver results in terms of client success metrics, both individually and collaboratively

·         Collaborate and coordinate with Regional Teams and other functional areas to meet our clients’ needs. Examples include:

o   Coordinate with EDPlan Innovation Product Leads and Regional Team in terms of the creation of status update meeting materials, respond to data or reporting requests, and evolve our services based on training and helpdesk feedback

o   Serve as a main point of contact internally for Regional Teams - review new opportunities for viability, potential market shifts, and areas of risk

o   Serve as the client contact re: change request process and involve appropriate team members from EDPlan Innovations

o   Coordination with Technical Business Analyst to articulate change requests and product feedback and support execution of changes in the form of user acceptance testing (UAT) and training documentation

Skills for Success:

·         Proven success at client relationship building

·         Effective communication skills (presentation, facilitation, and written) 

·         Proven success or the ability to gain a deep understanding of electronic nursing documentation software

·         Collaboration skills (with peers, staff, and leadership) 

·         Ability to manage multiple projects and clients simultaneously with a keen attention to detail

·         Ability to be decisive, consistent, transparent, and open to feedback

·         Highly organized and skilled at prioritization 

·         Ability to lead virtual and in person trainings on EDPlan Innovations

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

·         Advanced knowledge of Microsoft Office products: Excel, Word, PowerPoint, Teams

Preferred Experience: 

·         Understanding of OSEP based General Supervision concepts:

·         Dispute Resolution

·         Cyclical Monitoring

·         Technical Assistance

·         Fiscal Monitoring

·         SPP/APR

·         Submission Process

·         Data Collections

·         Experience with compliance-based documentation systems

·         Experience with project management best practices

·         2-5 years' experience managing client relationships

·         Strong understanding of EDPlan

·         Expertise using Asana or comparable task management, or project management tools 

As required by applicable law, PCG provides the following reasonable range of compensation for this role: $62,000-$80,000. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

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.]]>