Client Success Supervisor job in Ewing Township at Public Consulting Group

Overview

Overview

Public Consulting Group, Inc. (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has over 2,500 professionals in more than 60 offices worldwide. PCG’s Education practice offers consulting services and technology solutions that help schools, school districts, and state education agencies/ministries of education to promote student success, improve programs and processes, and optimize financial resources. To learn more, visit [ Link removed ] - Click here to apply to Client Success Supervisor celebrates diversity and we are committed to recruiting and hiring from a diverse candidate pool. Candidates from diverse backgrounds are strongly encouraged to apply.

Our teams are subdivided by region and product lines; this position runs operations for the EDPlan product line (EasyIEP, EasyTrac, etc.) for Illinois clients and occasionally supports on regional projects. The work we do is indirect but meaningful: by supporting school districts in developing efficient operations and monitoring compliance, the more time and attention they can dedicate to students and teachers in their districts. This role builds the capacity of school districts to leverage PCG’s web-based tools and programs to support best practice in the delivery of supports, instruction, and interventions to students, while making administrative aspects of meeting the diverse needs of students as efficient as possible. While this position works in one state, we encourage cross-collaboration, knowledge-sharing, and networking between projects across the country. This position is fully remote without an option to come into an office.

Responsibilities

Responsibilities:

1. 
   

   Conduct and supervise client support and outreach for existing clients

   
   


2. 
   

   Supervise and coordinate a team of ~5 staff members

   
   


3. 
   

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

   
   


4. 
   

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

   
   


5. 
   

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

   
   


6. 
   

   Capture, monitor, and analyze data and make smart recommendations to help inform future client needs

   
   


7. 
   

   Identify gaps or improvements to existing processes, procedures, support materials, etc. and actively take steps to continuously improve them

   
   


8. 
   

   Track, write, and coordinate pricing letters, client contracts, and invoicing

   
   


9. 
   

   Manage the quality and metrics for hotline and message board

   
   


10. 
    

    Technical project management

    
    


11. 
    

    Coordinate with technical and client service team

    
    


12. 
    

    Write and/or review specification documentation and mock-ups detailing updates to the EDPlan system

    
    


13. 
    

    Manage allocation of development hours

    
    


14. 
    

    Development of requirements specifications and testing plans

    
    


15. 
    

    Manage pre- and post-release testing

    
    


16. 
    

    Develop a firm understanding of state and federal education requirements as they evolve

    
    


17. 
    

    Support regional business development initiatives

    
    


18. 
    

    Support aspects of the business cycle, including identifying customer leads, conducting outreach, crafting proposals, leading implementation, and providing ongoing client support

    
    


19. 
    

    Contribute to the firm’s knowledge of the competitive environment, market opportunities, and industry trends via individual research, relationships, etc.

    
    


20. 
    

    Coordinate with the team to identify and attend industry-relevant networking events (conferences, fundraisers, etc.)

    
    

Qualifications

Qualifications:

• 
  

  The most successful people at PCG have an entrepreneurial mindset; this means you think strategically, take initiative, and won’t hesitate to dig-in and do it yourself. You don’t pass the buck and have an unrelenting commitment to high-quality work. You’re up for a challenge.

  
  


• 
  

  You have exceptional organizational and time management skills. You get energized instead of overwhelmed. You work at a fast clip and enjoy having multiple projects, a variety of competing priorities, and the freedom to decide where you want to start. You can manage your emotions and react professionally under pressure.

  
  


• 
  

  You’re known for being a fast learner and you are used to cutting straight to the point. You can easily identify and move past superfluous information to get to the meat of the issue.

  
  


• 
  

  As part of the project team, we’re often in the middle. We translate complex development concepts, sometimes to people with no development background. We elevate concepts to function within our existing software and in turn convey that to the development team through specification documents. You can synthesize information from a variety of sources into a single narrative.

  
  


• 
  

  Our clients are all unique and exist at various levels in their organization; your presentation skills need to be polished and tailored to your audience.

  
  


• 
  

  You can manage and develop a diverse team with different strengths and levels of experience. You can facilitate in a way that builds bridges between staff members with different viewpoints (IT, client reps, etc.).

  
  


• 
  

  You have high proficiency in spreadsheets and word processing, preference given for experience with MS Office products, particularly Excel and Word.

  
  

Requirements:

• 
  

  A Bachelor's Degree or equivalent experience is required.

  
  


• 
  

  Our team is fully remote, no physical office space provided. Must have the ability to work independently without interruptions. Must have access to stable internet connection. Work station (laptop, one monitor, keyboard, headset) supplied by company.

  
  


• 
  

  Ability to work additional hours and some evening and weekend hours for certain tasks/projects; evening and weekend hours are typically at your discretion or with advanced notice.

  
  


• 
  

  Travel schedules are flexible. Transportation supplied (car rental) and/or reimbursed by company. Occasional daytime travel to client sites. Overnight travel (within United States) expected less than 5% of the year.

  
  


• 
  

  When applying for this job, please supply a resume and cover letter or letter of interest highly tailored to this position and job description. The hiring manager, Jennifer Hanson, reads these carefully before selecting candidates for interview. Feel free to include any and all relevant information, questions, or concerns in your letter.

  
  

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: $$56,569-$75,000.

In addition, PCG provides a range of benefits for this role.

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.

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Job Locations US

Posted Date 1 month ago (1/3/2023 1:31 PM)

Job ID 2023-8977

# of Openings 1

Category Consulting

Type Regular Full-Time

Practice Area Education Services

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.