Client Service Associate

Position: Client Service Associate 1
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  .Client Success Partner – EDPlan Innovations – EDPlan Health
- School Nurse Client Success Partners are integral members of the EDPlan Innovations Team. This position is responsible for engaging client stakeholders for EDPlan Health within the EDPlan Innovation projects.

Client Success Partners are responsible for managing, maintaining, and growing client relationships utilizing EDPlan Health 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 nursing knowledge, client management, and project management in addition to promote strong connectivity with the other Client Success Partners and the EDPlan Innovations team.

The Client Success Partner role will focus 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

Provide training on the use of the EDPlan Health system for end users and administrators as needed

Lead health client engagements/interactions/meetings

Relate to clients on a Nursing level and utilize Nursing subject matter expertise to build client relationships and solve potential problems

Proactively identify problems and provide solutions to clients

Build client excitement in terms of new EDPlan Health features, functionality, and services

Provide feedback regarding the evolving needs of our clients and how we can remain responsive, competitive, and good partners

Provide Tier 2 or 3 support via Zendesk (helpdesk) for EDPlan Health 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.

Coordinate with EDPlan Innovation Product Leads and Regional to create 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 frontline contact for clients with change requests and involve the appropriate team members from EDPlan Innovations, as needed

Coordinate with other EDPlan Health team members to execute change requests and product feedback and support execution of changes in the form of user acceptance testing (UAT) and training documentation

Skills for Success Proven success at client/team relationship building

Effective communication skills (presentation, facilitation, and written)
Proven success or the ability to gain a deep understanding Electronic Health Records (EHRs)
Collaboration skills (with…