Public Consulting Group

Client Success Representative - Education (Illinois)

Job Locations US-IL-Chicago | US-IL-Belleville | US-IL-Edwardsville
Posted Date 3 weeks ago(1/31/2024 12:10 PM)
Job ID
2024-10125
# of Openings
1
Category
Operation Support
Type
Regular Full-Time
Practice Area
Education Services

Overview

Public Consulting Group LLC (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, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in six Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

Responsibilities

 

 

Our teams are subdivided by region and product lines; this position, Client Service Associate, would work exclusively with the PCG Education™ practice area for Illinois clients. We work across over 100 client projects with a team of 5 project staff. 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 is a combined client facing support role as well as internal facing facilitator with a focus on developing a strong client relationship and supporting client retention. Much of your time is spent answering client questions via telephone/email, handling meeting agendas and to-do items, and coordinating development. You will become an expert in our EDPlan system and be able to work with both clients and developers to recommend updates. This position requires residence in Illinois and flexibility to do on site client trainings and meetings. Additionally, there is opportunity to attend and organize conferences and collaboration meetings within our region.

 

 

Responsibilities

 

 

 

Conduct Client Support and Outreach for Existing Clients

 

 

  • Answer hotline and message board support calls and tickets.
  • Deliver on-site (sometimes online) client coaching and trainings, including new user trainings and user refresher trainings.
  • Create and refine ongoing client and stakeholder communications, outreach, and support documents.
  • Create training materials on processes, procedures, support materials, etc. and actively take steps to continuously improve them.
  • Work in a deadline-oriented, fast paced environment as part of a growing team consisting of consulting and operations staff.

 

 

Technical Project Management 

 

 

  • Coordinating with technical and client service team, this position requires a self-starter who can quickly learn our web-based technologies and lead clients through the implementation and training.
  • Write and/or review specification documentation and mock-ups detailing updates to the EDPlan system.
  • Development of requirements specifications and testing plans.
  • Conduct pre- and post-release testing, this will require work on some weekends throughout the year.
  • Develop a firm understanding of state and federal education requirements as they evolve.

 

Qualifications

 

 

When applying for this job, please supply a resume and cover letter or letter of interest highly tailored to this position and job description, addressed to the hiring manager.

 

 

The hiring manager, Nicole Vulcano, nvulcano@pcgus.com, reads these carefully before selecting candidates for interview.

 

 

Feel free to include any and all relevant information, questions, or concerns in your letter.

 

 

 

Required Experience and Education 

 

 

  • Bachelor's Degree or equivalent 
  • Experience using Microsoft suite.
  • Experience working with technical project team including writing specification documents, testing, and software knowledge.
  • Experience creating and delivering training materials for client facing trainings.
  •  

 

 

 

 

Required Skills

 

 

  • Conduct client support and outreach for existing clients.
  • Answer hotline and message board support calls and tickets.
  • Deliver on-site (sometimes online) client coaching and trainings, including new user trainings and user refresher trainings.
  • Create and refine ongoing client and stakeholder communications, outreach, and support documents.
  • Create training materials on processes, procedures, support materials, etc. and actively take steps to continuously improve them.
  • Work in a deadline-oriented, fast paced environment as part of a growing team consisting of consulting and operations staff.
  • Technical project management.
  • Coordinating with technical and client service team, this position requires a self-starter who can quickly learn our web-based technologies and lead clients through the implementation and training processes.
  • Write and/or review specification documentation and mock-ups detailing updates to the EDPlan system.
  • Development of requirements specifications and testing plans.
  • Conduct pre- and post-release testing, this will require work on some weekends throughout the year.
  • Develop a firm understanding of state and federal education requirements as they evolve.
  •  

 

 

 

 

Remote Work Statement

 

 

 

This position is a remote, work from home position. PCG is a remote-friendly organization and is committed to creating a culture where remote work remains a vital part of the company’s success. To be successful in a remote work role at PCG, you must:

 

  • be available during your set working hours
  • have a safe, private, and distraction-free environment in which to complete your work, and
  • be able to give your full attention to the completion of your PCG job duties

 

 

Some travel to the office or elsewhere may be required for team meetings, client meetings, etc.

 

 

 

#REMOTE

#LI-REMOTE

#LI

#EDU

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: $65,000 - $75,000 and a potential discretionary bonus of up to 10%. 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.

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