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.

Regional Client Services Manager - Education Services

PCG’s Education Services help school districts and state agencies support the instruction, operations and health services provided to millions of students each day across the United States. The Client Services Manager is a regional leader that impacts more than 15% of all public school students in country, focused on the Northeast.

The Regional Client Services Manager must effectively lead and build capacity at a regional level to ensure client satisfaction and continued growth. This remote position will lead, develop, and grow an established, Client Engagement and Support functional team in support of PCG’s Northeast Region Education portfolio. The successful candidate will be responsible for managing the team, structure, and processes that ensure a positive impact on student outcomes, meet contractual obligations to a high degree of satisfaction, and supports PCG’s growth.

Operational Excellence

• Recruits, develops and manages the regional Client Engagement & User Support team responsible for quality client and user support services across several states, serving thousands of educator and administrators
• Maintains adequate staffing levels and team capabilities to deliver consistent, timely and accurate service and technical support to clients, system users, and colleagues
• Creates and systematizes processes and activities that ensure ongoing transfer of knowledge, best practices (external and internal), methodologies, and tools across the functional area
• Ensures operating procedures and practices are followed for all major processes to ensure standardization, consistency, quality, and compliance
• Develops and manages teams towards quantitative success metrics in the areas of satisfaction, efficiency, and cost
• Creates a safe, supportive culture of continuous process improvement with an eye towards scope management, client satisfaction, operational efficiency, and risk mitigation
• Manages budgets and resource leveling for all operations in support of contract compliance and profitability, in coordination with program managers, project managers, and service line leads

Leadership & Team Building

• Plans, organizes and prioritizes Client Engagement & User Support team goals and activities in close collaboration with Program Managers, Project Manager, and Operations Manager
• Maintains a healthy and respectful team dynamic with a culture of mutual accountability
• Fosters staff retention and growth and help develop a new “generation” of leaders in the region and firm
• Hires, develops, motivates and retains key staff to build and sustain a team that strives for diversity in backgrounds, capabilities, and perspectives

Collaboration & Coordination

• Works in close partnership with consultants, business development teams, and contractors/partners in the delivery of contracted services
• Strategically engages with clients and other stakeholders to understand the impact of PCG solutions, emerging client needs, and to ensure strong coordination across teams in meeting client expectations

Education and Experience 

• 10+ years of experience in client success and support services
• 5+ years of supervisory experience in a related construct
• Excellent leadership, management, and written and verbal communication skills with experience implementing systems for coaching staff and continuous learning
• Ability to engage and develop relationships with multiple agencies and organizations
• Ability to work across all levels of management and staff
• Experience in developing and coaching senior-level staff, focused on cultivating high-performing teams
• Experience developing, implementing and improving standard operating procedures, onboarding/training plans
• Demonstrated knowledge of PCG education services and client needs is a plus

Required Skills

• Leadership skills, including the ability to be decisive, consistent, transparent, and open to feedback
• Professional maturity and ability to put the best interests of the client and PCG above self-interest
• Staff development and coaching skills
• Effective conflict management skills
• Collaboration skills (with peers, staff, and leadership)
• Team-building skills
• Strong communication skills (presentation, facilitation, and written)

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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: $100,000 - $130,000. In addition, PCG provides a range of benefits for this role.

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.