Client Service Associate - Education Services in Chicago, IL at Public Consulting Group

Date Posted: 7/16/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Chicago, IL
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:
    7/16/2020

Job Description

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 http://www.publicconsultinggroup.com/education/.

This position would work exclusively within the PCG Education™ practice area. Our teams are subdivided by region and product lines; this position serves operations for the EDPlan product line (EasyIEP, EasyTrac, etc.), within Illinois and Minnesota. Between these two states we work across 120 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.



Responsibilities

Responsibilities:

  • 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 and manage website updates and changes is 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.
    • Make site configuration updates, conduct imports, 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

Skills and Qualifications:

  • Strong project management skills
  • A consultancy mindset with the ability to anticipate needs and empathize with clients
  • Commitment to deliver exceptional client service and contribute in a team environment
  • Attitude of taking initiative, enthusiasm, and eagerness to learn
  • 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 trends
  • Experience with the following programs required: Microsoft Outlook, Excel, PowerPoint, Word
  • Experience with any of the following programs a plus: JIRA, Asana, Five9, Insightly

 

Required Experience:

  • Bachelors degree required
  • Minimum 3 years of work experience required
  • Experience in technical roles is a plus

Travel to regional client sites is expected. Travel is not likely to exceed 20% of your time at most. 

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EEO Statement

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.