Public Consulting Group
Senior Client Service Specialist
Public Consulting Group, Des Moines, Iowa, United States, 50319
Overview
Public Consulting Group LLC (PCG) is a respected firm dedicated to enhancing public sector services in health, education, and human services. Established in 1986, PCG employs around 2,000 skilled professionals across the U.S., delivering innovative solutions to address public sector challenges. Discover more about our impactful work through our website.
Role Summary
As a Senior Client Service Specialist for Progress Track, you will drive the daily operations, client relations, and effective delivery of Progress Track, an add-on tool within EDPlan for monitoring Individualized Education Program (IEP) goals. This role demands operational excellence and a creative approach to ensure our clients gain the full benefits of our products. You will closely collaborate with various teams to enhance client satisfaction and ensure impactful results.
Client Engagement & Value Delivery
Act as the primary contact for Progress Track clients, ensuring a high-quality engagement experience.
Engage clients and team members to communicate and demonstrate the benefits of Progress Track as a valuable addition to EDPlan.
Lead onboarding sessions, demos, troubleshooting, and ongoing support for clients.
Organize and facilitate client engagement activities that foster shared learning and improve implementation outcomes.
Develop and execute strategies to enhance adoption, retention, and growth of Progress Track within client organizations.
Training & Capacity Building Design, develop, and deliver effective internal and external training sessions for Progress Track, ensuring they meet client needs and are engaging.
Update training materials based on new features, enhancements, and user feedback.
Product Delivery & Innovation Identify and implement enhancements to Progress Track's usability and functionality based on client needs.
Document and resolve any issues in collaboration with technical teams.
Coordinate quality assurance testing before releases and manage client user acceptance testing.
Collect and analyze feedback to inform system enhancements and service improvements.
Revenue & Business Support Assist in tracking renewals, expansions, and opportunities for new business related to Progress Track.
Collaborate with regional teams to explore cross-selling opportunities.
Collaboration & Coordination Work closely with Strategy Leads to align product direction and major decisions.
Coordinate with regional teams and technical staff to ensure a seamless experience for clients.
Maintain comprehensive documentation of client configurations, timelines, and deliverables.
Support ongoing client relationship management and initiative planning.
Collaborate with external vendors and consultants as necessary.
Facilitate knowledge sharing and best practices with client organizations.
Respond efficiently to client inquiries and support team members as an expert.
Assist in leading and managing project team members as needed, ensuring deadlines are met.
Required Experience Demonstrated success in managing client relationships.
Exceptional facilitation and presentation skills for both virtual and in-person sessions.
Strong foundation in special education, specifically in IEP goal development and progress monitoring.
Proven ability to adapt product delivery in response to client needs.
Excellent organizational skills and capability to handle multiple projects simultaneously.
Proficiency in Microsoft Office Suite and project management tools.
A minimum of 5 years' experience working directly with special education programs.
Experience designing and facilitating impactful adult learning experiences.
Track record of supporting product adoption in educational environments.
Strong ability to build relationships with diverse stakeholders.
Data literacy to interpret usage data and implementation results.
Experience creating and updating training materials for various audiences.
Ability to clarify complex product features for users.
High adaptability in a fast-paced, changing product environment.
Strong analytical skills for data organization and interpretation.
Excellent communication skills, both written and oral.
Effective time management skills to meet critical deadlines.
A collaborative and independent working style.
Strong relationship-building skills with clients.
Preferred Experience Familiarity with EDPlan or Progress Track.
Experience engaging with state or district-level clients.
Qualifications High School diploma or equivalent required; bachelor's degree preferred.
Minimum of 4 years relevant work experience.
Working Conditions Office Setting
Compensation The salary range for this position is $56,300-$85,000, with a comprehensive benefits package including medical and dental coverage, 401k, PTO, parental leave, and bereavement leave. EEO Statement Public Consulting Group is an Equal Opportunity Employer, committed to diversity and inclusion. We believe in the unique contributions of every employee and strive to create a work environment that values respect, integrity, and equality.
Engage clients and team members to communicate and demonstrate the benefits of Progress Track as a valuable addition to EDPlan.
Lead onboarding sessions, demos, troubleshooting, and ongoing support for clients.
Organize and facilitate client engagement activities that foster shared learning and improve implementation outcomes.
Develop and execute strategies to enhance adoption, retention, and growth of Progress Track within client organizations.
Training & Capacity Building Design, develop, and deliver effective internal and external training sessions for Progress Track, ensuring they meet client needs and are engaging.
Update training materials based on new features, enhancements, and user feedback.
Product Delivery & Innovation Identify and implement enhancements to Progress Track's usability and functionality based on client needs.
Document and resolve any issues in collaboration with technical teams.
Coordinate quality assurance testing before releases and manage client user acceptance testing.
Collect and analyze feedback to inform system enhancements and service improvements.
Revenue & Business Support Assist in tracking renewals, expansions, and opportunities for new business related to Progress Track.
Collaborate with regional teams to explore cross-selling opportunities.
Collaboration & Coordination Work closely with Strategy Leads to align product direction and major decisions.
Coordinate with regional teams and technical staff to ensure a seamless experience for clients.
Maintain comprehensive documentation of client configurations, timelines, and deliverables.
Support ongoing client relationship management and initiative planning.
Collaborate with external vendors and consultants as necessary.
Facilitate knowledge sharing and best practices with client organizations.
Respond efficiently to client inquiries and support team members as an expert.
Assist in leading and managing project team members as needed, ensuring deadlines are met.
Required Experience Demonstrated success in managing client relationships.
Exceptional facilitation and presentation skills for both virtual and in-person sessions.
Strong foundation in special education, specifically in IEP goal development and progress monitoring.
Proven ability to adapt product delivery in response to client needs.
Excellent organizational skills and capability to handle multiple projects simultaneously.
Proficiency in Microsoft Office Suite and project management tools.
A minimum of 5 years' experience working directly with special education programs.
Experience designing and facilitating impactful adult learning experiences.
Track record of supporting product adoption in educational environments.
Strong ability to build relationships with diverse stakeholders.
Data literacy to interpret usage data and implementation results.
Experience creating and updating training materials for various audiences.
Ability to clarify complex product features for users.
High adaptability in a fast-paced, changing product environment.
Strong analytical skills for data organization and interpretation.
Excellent communication skills, both written and oral.
Effective time management skills to meet critical deadlines.
A collaborative and independent working style.
Strong relationship-building skills with clients.
Preferred Experience Familiarity with EDPlan or Progress Track.
Experience engaging with state or district-level clients.
Qualifications High School diploma or equivalent required; bachelor's degree preferred.
Minimum of 4 years relevant work experience.
Working Conditions Office Setting
Compensation The salary range for this position is $56,300-$85,000, with a comprehensive benefits package including medical and dental coverage, 401k, PTO, parental leave, and bereavement leave. EEO Statement Public Consulting Group is an Equal Opportunity Employer, committed to diversity and inclusion. We believe in the unique contributions of every employee and strive to create a work environment that values respect, integrity, and equality.