Senior Client Service Associate Jobs in Baltimore, MD

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 three 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 .

Client Success Associates are integral members of PCG’s Northwest Education Team; the specific focus of this role will be supporting web-based case management software, primarily for Special Education. Client Success Associates will be responsible for managing, maintaining, and growing client relationships with local education agency (school district) and/or state agency stakeholders. This will be accomplished through direct client interaction, as well as collaboration with internal teams. This role must effectively integrate capabilities in client management and project management in addition to promote strong connectivity with the other Client Success Associates and their functional area counterparts across operations and technology.

Duties & Responsibilities

• Provides excellent customer service to all clients, as measured by responsiveness and client satisfaction scores.

• Prepares and delivers online and in-person training sessions and other presentations to a wide variety of clients and stakeholders.

• Supports customer service and operations for clients:

• Responsible for initiative planning and ongoing client relationship management

• Collaborates with regional teams and other functional areas to meet our clients' needs and support of initiatives.

• Proactively identify problems and provide solutions to clients, in collaboration with regional support team members.

• Ability to manage multiple projects and client initiatives simultaneously with a keen attention to detail.

• Responsible for acquiring and applying knowledge, best practices (external and internal), methodology, and tools to client organizations.

• Responds to inquiries and questions in a timely manner

• Works within a team to accomplish other duties on projects to meet necessary deadlines.

Required Skills

• Communication skills (presentation, facilitation, and written)

• Collaboration skills (with peers, staff, and clients) and propensity for relationship building

• Problem solving skills; using sound judgement as to when an issue should be escalated

• Analytical skills, including the ability to analyze and organize data.

• Ability to manage time to meet critical deadlines.

• Ability to work independently and with a team

• Proficiency in MS Office products, including PowerPoint, Excel and Word.

Qualifications

• BA/BS degree or equivalent experience

• 1+ year of client management experience preferred

• Experience working in Special Education preferred

Supervisory Responsibility

• None

Working Conditions

• Remote Office Setting

• Must be located in the western region of the US, preferably ID, UT, AZ, OR, CO.

This position is remote with travel/onsite requirements. 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

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

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 a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

Range: $55,000 - $70,000

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PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

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.

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.