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.

Training & Capacity Building

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

Innovate and identify new ways to enhance Progress Track's usability, functionality, and alignment with client priorities. Track, document, and resolve issues in collaboration with the Technical Business Analyst (TBA). Coordinate internal QA / testing before releases and manage user acceptance testing (UAT) with clients. Collect, analyze, and share feedback to guide system enhancements and service improvements.

Revenue & Business Support

Support revenue management for Progress Track by tracking renewals, expansions, and potential new opportunities. Partner with Regional Teams to identify and pursue cross-sell opportunities.

Collaboration & Coordination

Work in close partnership with the Strategy Lead to align on product direction, roadmap changes, and major decisions. Coordinate with Regional Teams, technical staff, and other internal stakeholders to ensure a seamless client experience. Maintain shared internal documentation of client configurations, timelines, and deliverables. Supports customer service and operations for clients : initiative planning and ongoing client relationship management. Collaborate with external vendors, external consultants, consulting team members, and / or other staff as required in support of initiatives. Transferring knowledge, best practices (external and internal), methodology, and tools to client organizations. Responds to inquiries and questions in a timely manner. Supports expert and "go-to" for other team members. Assists in leading and directing the work of team members, as needed. Works within a team to accomplish other duties on projects to meet necessary deadlines.

Required Experience

Proven success in client relationship management and engagement. Strong facilitation and presentation skills, with the ability to lead virtual and in-person sessions. Special education including knowledge of IEP goal development, service delivery, compliance, and progress monitoring best practices. Ability to innovate and adapt product delivery to evolving client needs. Strong organizational skills, with the ability to manage multiple projects and priorities simultaneously. Proficiency with Microsoft Office Suite, project management tools (e.g., Asana), and case management systems. 35 years working directly with special education programs. Proven ability to design and facilitate impactful adult learning experiences, such as professional development or peer learning sessions. Experience supporting product adoption and change management in educational settings. Demonstrated ability to build relationships across diverse stakeholder groups, including educators, administrators, and technical teams. Strong data literacy, with the ability to translate product usage data and implementation results into actionable recommendations for clients. Experience developing and refining training materials for both internal staff and external clients. Ability to translate complex product features into clear, practical applications for end users. High degree of adaptability and flexibility, thriving in a fast-paced, evolving product environment. Strong analytical skills, including the ability to analyze and organize data. Excellent organizational, oral presentation and written communication skills. Ability to manage time to meet critical deadlines. Ability to work independently and with a team. Excellent ability to build and maintain business relationship with clients. Proficiency in MS Office products, including PowerPoint, Excel and Word. Research and project management capabilities.

Preferred Experience

Familiarity with EDPlan and / or Progress Track. State- or district-level client engagement experience.

Qualifications

High School diploma or equivalent required, bachelor's degree preferred. 4+ years similar work experience.

Working Conditions

Office Setting

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.