Client Service Associate

Commitment to deliver exceptional client service and contribute in a team environment

Attitude of taking initiative, enthusiasm, and eagerness to learn

Expectation and commitment to hard work

Proven ability to effectively present information and respond to questions from leadership, clients, and customers

Thorough and unrelenting attention to detail

Fluent communication and interpersonal skills with customers, business teams, and technical colleagues

Proven ability to take initiative and seek solutions

Ability to use sound judgment in completing tasks and to seek guidance from leadership when needed

Enthusiasm for life-long learning and staying well-informed about current business issues

Proven ability to make presentations to various audiences

Experience with the following programs required: Microsoft Outlook, Excel, PowerPoint, Word

Experience with the following programs a plus: JIRA, Asana, Five9, Insightly

 

Required Experience:

• Bachelor’s degree required
• Minimum 3 years of work experience required
• Candidate must have experience in consulting, operations, or other roles related to supporting a client base
• Familiarity with serving educators and/or students with special needs is a plus
• Experience in technical roles is a plus

Travel to client sites is expected. Travel is not likely to exceed 15% of your time.  

Public Consulting Group, Inc. (PCG) provides management consulting and technology services to help public sector education, health, human services, and other government clients achieve their performance goals and better serve populations in need. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has more than 1,700 professionals in 55 offices around the U.S. and in Montreal, UK and Poland. The firm draws on more than two decades of consulting to public sector clients in all 50 states and Canada to deliver best-practice solutions and measurable results to state and local public agencies, state-operated facilities, and private providers that do business with government agencies. PCG is committed to a diverse workforce which is a reflection of our clients and the people they serve. Our organizational culture attracts and rewards people who are results-oriented and interested in making an immediate impact on their community as well as their own career.

 

PCG Education™ is currently seeking a Client Service Associate to support EDPlan operations for Michigan clients. The role requires a versatile individual in order to manage client relationships and satisfaction for an assigned client base and understand and support product enhancement initiatives. The ideal candidate for this position will be outgoing, ambitious, reliable, and seeks to taking responsibility and ownership.

The client-facing responsibilities require excellent project management practices and the ability to provide data and information in a client-friendly manner. This individual will serve as the primary point of contact for their portfolio of clients. The ability to build strong, trusting relationships with clients is of the utmost importance in this role. The ideal candidate is personable, can present complex information in a client-friendly manner, is proactive in anticipating client needs, enjoys meeting clients in person, and has a high sense of urgency when it comes to meeting client requests and maintaining client satisfaction. Tasks include:

Lead annual client review meetings including reviewing metrics, training needs, or identifying other client service opportunities

Prepare agendas, analyzes data and creates project status reports for clients and internal PCG management

Participate in the design and delivery of online or on-site client coaching and trainings, including new user trainings and user refresher trainings.

Create and refine ongoing client and stakeholder communications, outreach, and support documents

Maintaining a technologically sound and innovative platform is integral to maintaining client satisfaction and growing the project. The ideal candidate will integrate technological proficiency and consultancy skills to reconcile and communicate client needs to the PCG development team. Tasks include:

Proactively seek methods for improving web-based applications and processes

Capture client requirements and translate into specification designs for web development

Participate in user acceptance testing and solution testing to support quality control processes

Provide client support including assistance submitting and uploading electronic data, responding to client support requests, advising clients on best practice, assessing and implementing reporting needs, troubleshooting, etc.

Other duties:

Proactively identify ways that internal processes can be improved

Support project growth and marketing initiatives as assigned

Participate in internal and external meetings related to project performance and support

Assist with special projects and reporting as assigned.

Qualifications: