Our teams are subdivided by region and product lines; this position, Client Service Associate, would work exclusively with the PCG Education™ practice area for Illinois clients. We work across over 100 client projects with a team of 5 project staff. The work we do is indirect but meaningful: by supporting school districts in developing efficient operations and monitoring compliance, the more time and attention they can dedicate to students and teachers in their districts. This role builds the capacity of school districts to leverage PCG’s web-based tools and programs to support best practice in the delivery of supports, instruction, and interventions to students, while making administrative aspects of meeting the diverse needs of students as efficient as possible. While this position works in one state, we encourage cross-collaboration, knowledge-sharing, and networking between projects across the country.
This is a combined client facing support role as well as internal facing facilitator with a focus on developing a strong client relationship and supporting client retention. Much of your time is spent answering client questions via telephone/email, handling meeting agendas and to-do items, and coordinating development. You will become an expert in our EDPlan system and be able to work with both clients and developers to recommend updates. This position requires residence in Illinois and flexibility to do on site client trainings and meetings. Additionally, there is opportunity to attend and organize conferences and collaboration meetings within our region.
Responsibilities
Conduct Client Support and Outreach for Existing Clients
- Answer hotline and message board support calls and tickets.
- Deliver on-site (sometimes online) client coaching and trainings, including new user trainings and user refresher trainings.
- Create and refine ongoing client and stakeholder communications, outreach, and support documents.
- Create training materials on processes, procedures, support materials, etc. and actively take steps to continuously improve them.
- Work in a deadline-oriented, fast paced environment as part of a growing team consisting of consulting and operations staff.
Technical Project Management
- Coordinating with technical and client service team, this position requires a self-starter who can quickly learn our web-based technologies and lead clients through the implementation and training.
- Write and/or review specification documentation and mock-ups detailing updates to the EDPlan system.
- Development of requirements specifications and testing plans.
- Conduct pre- and post-release testing, this will require work on some weekends throughout the year.
- Develop a firm understanding of state and federal education requirements as they evolve.
Qualifications:
When applying for this job, please supply a resume and cover letter or letter of interest highly tailored to this position and job description, addressed to the hiring manager.
- Bachelor's Degree or equivalent
- Experience using Microsoft suite.
- Experience working with technical project team including writing specification documents, testing, and software knowledge.
- Experience creating and delivering training materials for client facing trainings.
Required Skills
- Conduct client support and outreach for existing clients.
- Answer hotline and message board support calls and tickets.
- Deliver on-site (sometimes online) client coaching and trainings, including new user trainings and user refresher trainings.
- Create and refine ongoing client and stakeholder communications, outreach, and support documents.
- Create training materials on processes, procedures, support materials, etc. and actively take steps to continuously improve them.
- Work in a deadline-oriented, fast paced environment as part of a growing team consisting of consulting and operations staff.
- Technical project management.
- Coordinating with technical and client service team, this position requires a self-starter who can quickly learn our web-based technologies and lead clients through the implementation and training processes.
- Write and/or review specification documentation and mock-ups detailing updates to the EDPlan system.
- Development of requirements specifications and testing plans.
- Conduct pre- and post-release testing, this will require work on some weekends throughout the year.
- Develop a firm understanding of state and federal education requirements as they evolve.
This position is a remote, work from home position. PCG is a remote-friendly organization and is committed to creating a culture where remote work remains a vital part of the company’s success. To be successful in a remote work role at PCG, you must:
- be available during your set working hours
- have a safe, private, and distraction-free environment in which to complete your work, and
- be able to give your full attention to the completion of your PCG job duties
Some travel to the office or elsewhere may be required for team meetings, client meetings, etc.
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