Client Service Associate

December 10

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Public Consulting Group

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Education Consulting • Humans Services Consulting • Health Consulting • Consumer Direction • Technology Consulting

1001 - 5000 employees

Founded 1986

📚 Education

Description

• Focus on developing long-term client relationships – expand influence, increase retention, solve issues, and drive satisfaction • Model best practices in terms of client, project, and change management • Lead client engagements/interactions (e.g., status update meetings) • Proactively identify problems and provide solutions to clients • Build client excitement in terms of new features, functionality, and services • Provide feedback regarding the evolving needs of our clients and how we can remain responsive, competitive, and good partners • Provide training on use of the system for end users and administrators as needed • Provide Tier 2 or 3 support via Zendesk (helpdesk) for EDPlan Innovations • Ability to manage multiple projects and clients simultaneously with a keen attention to detail • Contribute to a professional and respectful team dynamic with a culture of mutual accountability • Deliver results in terms of client success metrics, both individually and collaboratively • Collaborate and coordinate with Regional Teams and other functional areas to meet our clients’ needs. Examples include: • Coordinate with EDPlan Innovation Product Leads and Regional Team in terms of the creation of status update meeting materials, respond to data or reporting requests, and evolve our services based on training and helpdesk feedback • Serve as a main point of contact internally for Regional Teams - review new opportunities for viability, potential market shifts, and areas of risk • Serve as the client contact re: change request process and involve appropriate team members from EDPlan Innovations • Coordination with Technical Business Analyst to articulate change requests and product feedback and support execution of changes in the form of user acceptance testing (UAT) and training documentation

Requirements

• Proven success at client relationship building • Effective communication skills (presentation, facilitation, and written) • Proven success or the ability to gain a deep understanding of electronic nursing documentation software • Collaboration skills (with peers, staff, and leadership) • Ability to manage multiple projects and clients simultaneously with a keen attention to detail • Ability to be decisive, consistent, transparent, and open to feedback • Highly organized and skilled at prioritization • Ability to lead virtual and in person trainings on EDPlan Innovations • Professional maturity and ability to put the best interests of the client and PCG above self-interest • Advanced knowledge of Microsoft Office products: Excel, Word, PowerPoint, Teams • Understanding of OSEP based General Supervision concepts: • Dispute Resolution • Cyclical Monitoring • Technical Assistance • Fiscal Monitoring • SPP/APR • Submission Process • Data Collections • Experience with compliance-based documentation systems • Experience with project management best practices • 2-5 years' experience managing client relationships • Strong understanding of EDPlan • Expertise using Asana or comparable task management, or project management tools

Benefits

• medical and dental care benefits • 401k • PTO • parental leave • bereavement leave