Sr Client Service Associate

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 www.publicconsultinggroup.com.

The Sr. Client Service Associate – Progress Track is responsible for the day-to-day operations, client engagement, and delivery of Progress Track—an 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.

The Sr. Client Service Associate – Progress Track is responsible for the day-to-day operations, client engagement, and delivery of Progress Track—an 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 Experi