Sr Client Service Associate

Sr. Client Service Associate Progress Track

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.

The Sr. Client Service Associate Progress Track is responsible for the day-to-day operations, client engagement, and delivery of Progress Trackan add-on within EDPlan designed to support Individualized Education Program (IEP) goal progress monitoring. This role requires both operational excellence and innovative thinking to ensure the product's value is realized by clients and internal teams. The Product Innovation and Delivery Lead will work closely with the Product Strategy Lead, Technical Business Analyst, and Regional Teams to drive adoption, satisfaction, and impact.

Client Engagement & Value Delivery

• Serve as the primary point of contact for Progress Track clients, ensuring a high level of satisfaction, responsiveness, and partnership.
• Engage with clients and colleagues to clearly communicate and demonstrate the value of Progress Track as an add-on tool to EDPlan.
• Lead onboarding, demos, troubleshooting, and follow-up support for clients.
• Plan and lead client engagement activities that promote shared learning, peer connection, and improved implementation results.
• Develop strategies to increase adoption, retention, and expansion of Progress Track within client organizations.
• Design, develop, and deliver all internal and external trainings for Progress Track, ensuring content is engaging, accessible, and aligned with client needs.
• Maintain and update training resources and documentation to reflect new features, enhancements, and user feedback.

Product Delivery & Innovation

Revenue & Business Support

Collaboration & Coordination

Required Experience

Preferred Experience

Qualifications

Working Conditions

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.

As required by applicable law, PCG provides the following reasonable range of compensation for this role : $56,300-$85,000. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

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

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.