Job description
Client Service Associates will be integral members of the EDPlan Innovations Team. This position will be responsible for engaging client stakeholders for EDPlan Innovation projects.
Client Service Associates are responsible for managing, maintaining, and growing client relationships with state agency and/or local education agency stakeholders across multiple states/projects. This will be accomplished through direct client interaction, as well as collaboration with Regional Teams. This role must effectively integrate capabilities in client management and project management in addition to promote strong connectivity with the other Client Service Associates and the EDPlan Innovations team.
The Client Service Associate role will focus on multiple products and services within EDPlan with a focus on EDPlan Health, an electronic health record documentation system for school nurses, within EDPlan.
Responsibilities
- Clients: 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
Collaboration & Coordination
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
- Skills for Success: 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
Preferred Experience: Must be located in or around the state of OK
Registered nurse (RN) with expertise in the specialty of school nursing.
Experience with electronic nursing documentation (SIS or EHR)
2-5 years' experience managing client relationships
Strong understanding of EDPlan, specifically EDPlan Health
Expertise using Asana or comparable task management, or project management, tools
Qualifications: Bachelor’s degree preferred or additional relevant years’ experience required
Working Conditions
Remote
About Public Consulting Group
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.
