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Public Consulting Group Client Success Supervisor in Salt Lake City, Utah
About Public Consulting Group
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—all committed to delivering solutions that change lives for the better. The firm has four designated practice areas with extensive experience in all 50 states, clients in six Canadian provinces, and a growing practice in Europe. Often combining resources from two or more practice areas, PCG offers clients a multidisciplinary approach to solve their challenges or pursue opportunities. To learn more, visit www.publicconsultinggroup.com .
Our teams are subdivided by region and product lines; this position runs operations for the EDPlan product line (EasyIEP, EasyTrac, etc.) for Illinois clients and occasionally supports on regional projects. 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.
Conduct and supervise client support and outreach for existing clients
Supervise and coordinate a team of 3 to 4 staff members
Manage hotline and message board support quality and metrics
Lead annual client review meetings including reviewing development needs, metrics, training needs, or identifying other client service opportunities
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
Capture, monitor, and analyze data and make smart recommendations to help inform future client needs
Identify gaps or improvements to existing processes, procedures, support materials, etc. and actively take steps to continuously improve them
Track, write, and coordinate pricing letters, client contracts, and invoicing
Technical project management
Coordinate with technical and client service team
Write and/or review specification documentation and mock-ups detailing updates to the EDPlan system
Manage allocation of development hours
Development of requirements specifications and testing plans
Manage pre- and post-release testing
Develop a firm understanding of state and federal education requirements as they evolve
Support regional business development initiatives
Support aspects of the business cycle, including identifying customer leads, conducting outreach, crafting proposals, leading implementation, and providing ongoing client support
Contribute to the firm’s knowledge of the competitive environment, market opportunities, and industry trends via individual research, relationships, etc.
Coordinate with the team to identify and attend industry-relevant networking events (conferences, fundraisers, etc.)
The most successful people at PCG have an entrepreneurial mindset; this means you think strategically, take initiative, and won’t hesitate to dig-in and do it yourself. You don’t pass the buck and have an unrelenting commitment to high-quality work.
As part of the project team, you’re often in the middle. We translate complex development concepts, sometimes to people with no development background. We elevate concepts to function within our existing software and in turn convey that to the development team through specification documents.
You get energized instead of overwhelmed. You often work at a fast clip and enjoy having multiple projects, a variety of competing priorities, and the freedom to decide where you want to start.
You’re a quick study and used to cutting straight to the point. You can easily identify and move past superfluous information to get to the meat of the issue.
Our clients are all unique and exist at various levels in their organization; your presentation skills need to be polished and tailored to your audience.
You have high proficiency in spreadsheets and word processing, preference given for experience with MS Office products including PowerPoint, Excel and Word.
Excellent written and oral communication skills; speaks clearly and persuasively in positive or negative situations
Strong facilitation skills
Excellent time management skills; self-starting and self-motivated
Strong interpersonal and leadership skills with ability to interact with various IT and business client departments/project teams
Ability to work in a fast-paced and changing environment; reacts professionally under pressure
Ability to manage priorities across multiple teams/projects, platforms
Ability to synthesize information from a variety of sources into a single narrative
A Bachelor's Degree or equivalent experience is required.
Ability to work additional hours and some evening and weekend hours for certain tasks
Occasional travel to client sites within Michigan when deemed safe following Covid regulations. Limited travel to offices outside of Michigan is possible.
At PCG we celebrate diversity, and we strive to be a safe and inclusive place for our employees. We work to ensure that all employees have opportunities for professional growth and development. PCG employees care about and actively invest in our clients and the communities they represent. The benefits we offer reflect our commitment to these values:
Health and Wellness
Medical (Blue Cross Blue Shield), dental, vision, disability, and life insurance
Domestic partner health benefit
Flexible spending account for healthcare
Life, Family, and Community
Paid parental leave
20 days of PTO and 11 paid holidays (one of which is a discretionary holiday)
32 paid hours annually for volunteering with communities that we serve
Transit and travel support, including flexible spending accounts, advances, and reimbursement
Remote work options
Retirement and Savings
401(k) Retirement plan, including discretionary match program based on a maximum of 6% of gross salary
529 College Bound Fund
Employee Growth and Engagement
Clark University MBA Program
PCG University: video, on-line, and on-site courses
In-company networking opportunities via Yammer
For more information about our benefits, please visit https://publicconsultinggroup.com/careers/benefits/
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 employmentregarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programsare 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.
Job Locations US
Posted Date 6 days ago (8/5/2022 1:56 PM)
Job ID 2022-8430
# of Openings 1
Category Customer Service/Support
Type Regular Full-Time
Practice Area Education Services
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.