Client Service Associate

Position: Client Service Associate 2
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   .

Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed.

Services:

+ Teaching

+ Learning Solutions

+ Data Systems

+ IT Solutions

+ Financial Solutions

+ Equity in Education

+ Equitable Education

+ Recovery Services

The TN Support & Training Lead is responsible for providing advanced end-user support and leading statewide training efforts for TN PULSE, Tennessee's Special Education technology platform built on PCG's EDPlan. This role serves as a subject matter expert in how districts and school-level staff use TN PULSE, supporting issue resolution, communicating with end users through Zendesk, identifying system and workflow challenges, and partnering closely with the TDOE client and internal PCG teams to improve user experience and system adoption.

This role focuses on deep user understanding, high-quality support, and effective communication between end users, TDOE, and PCG teams. The role is based in the Metro Nashville area and requires in-office presence two days per week, along with leading in-person trainings across the state as needed.

Key Responsibilities

End User Support (Tier 2 and Tier
3)

+ Serve as a primary PCG point of contact for end user support in TN PULSE through Zendesk

+ Effectively identify system defects by troubleshooting in the system and reviewing technical documentation. Clearly document issues, steps to recreate the issue, and impact for escalation of issues to Product and Development teams.

+ Partner with internal teams to track progress of escalated issues and communicate updates to users.

+ Identify trends, recurring issues, and user pain points from support interactions

+ Ensure accurate, timely, and professional communication with districts and state partners

+ Provide end user support for other clients in the region as needed based on capacity and regional priorities

Training Leadership

+ Serve as the training lead for Tennessee, partnering closely with TDOE, district leadership, and the PCG TN State Manager on training strategy and planning

+ Plan, schedule, and deliver statewide TN PULSE trainings (virtual and in-person) to meet state contract requirements

+ Plan, schedule, and deliver district and school-level supplemental trainings purchased by districts

+ Coordinate across PCG teams to support consistent delivery of trainings including those provided for add-on services

+ Develop and maintain up-to-date training content, including presentations, scripts, end user guides, and recorded materials

Mid-South Region

+ Ensure training efforts support consistent system usage and successful adoption across the state

+ Provide support for delivering trainings and end user materials for other clients in the region as needed

System Expertise & User Advocacy

+ Develop deep expertise in how end users interact with TN PULSE across IEP, 504, ILP, ILP-D, Student Success Plan, Transportation, and additional products as assigned

+ Act as a user advocate by translating real-world usage challenges into clear recommendations for system improvement

+ Collaborate with Product and Client Management teams to share insights on usability, workflow alignment, and training gaps

+ Support product readiness by supporting User Acceptance Testing, validating that new features or updates are understandable from an…