Client Success Lead (Consultant) - Northwest Region

Public Consulting Group Client Success Lead (Consultant) - Northwest Region

Charleston, West Virginia

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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 six 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.

Duties and Responsibilities

Collaborate and coordinate with COE staff and local team(s) to meet our clients’ needs. Examples include : Engage with local teams to discuss growth strategy and how we can make progress together.

Jointly review new opportunities, potential market shifts, and areas of risk. Liaise with Program Integrity regarding policy and compliance questions.

• Work with Client Operations to efficiently and effectively implement, support, and optimize clients.
• Collaborate with Product to identify system improvements and opportunities for automation.
• Take initiative to work with others, COE staff and local team(s), to understand and evaluate current initiatives and processes, identify any gaps or areas for further improvement, and take action where needed.
• Understand the important points of intersection and overlap between our Special Education / Case Management and school-based Medicaid services work within a state;

regularly engage with counterparts.

• Serve as a main point of contact (including escalation) both internally and with clients.
• Partner on business development initiatives, including : demonstrations, proposals (lead proposal writing teams, including writing sections, coordinating efforts, and preparing proposal submissions), conference attendance, etc.
• Manage a multi-state or multi-program portfolio.
• Personal ownership of relationships with state agencies, partners, and strategic clients.
• Understand and continually monitor Federal, state, and local Medicaid School-Based program policies and guidance, collaborating with PCG subject matter experts when needed.
• Implement best practice models and structures for client communication and management, including coordinating involvement from other functional areas.
• Seek continuous improvement throughout the client journey : implementation, adoption, optimization, and expansion.
• Create partnerships where clients are retained, highly satisfied, and can serve as references, co-presenters, and / or advocates.
• Uphold strong project and change management practices, both internally and externally.
• Oversee communication with clients on contract and project deliverables, modeling clarity and consistency be transparent about any potential risks and open to new opportunities.
• Solicit feedback and champion initiatives that address the evolving needs of our clients.

Leadership

• Jointly establish Client Success goals with Client Success Director, translating these goals into actionable steps and monitoring progress.
• Contribute to evolving the Client Success functional area and team.
• Work strategically and tactically (i.e., ability to define results and create a plan plus the understanding / skills to execute the work).
• Lead by example, working with others to create a professional and respectful team dynamic with a culture of mutual accountability.
• Hire, coach, motivate, and retain staff, building and sustaining a team skillset that includes diverse capabilities and perspectives.
• Supervise Client Success team members, helping staff focus and prioritize to meet client and business goals and objectives.
• Take part in special initiatives and projects.

Required Skills

• Collaboration (with peers, staff, leadership, and clients) and propensity for relationship building.
• Leadership, including the ability to be decisive, consistent, transparent, and open to feedback.
• Team building, staff development, and coaching.
• Communication (presentation, facilitation, and written).
• Ability to address challenges and provide solutions to complex problems.
• Comfort with ambiguity and demonstrated success in helping to define roles, responsibilities, and processes.
• Data interpretation, especially as it relates to identifying optimization opportunities and risks.
• Professional maturity and ability to put the best interests of the client and the firm above self-interest.

Qualifications

• 8+ years of relevant work experience, including : working with clients, people manager.
• Knowledge of, or experience in, Medicaid is preferred.
• Demonstrated success leading and working cross-functionally and with diverse stakeholders (both internally and externally).

Supervisory Responsibility

Client Success Partners

Working Conditions

Remote. Travel is an integral part of this role and will be needed for internal purposes (e.g., functional team meetings, state-specific meetings, professional development and training, etc.

and external purposes (e.g., client contractual requirements, strategic value, etc.). Amount of time will vary depending on state / client focus.

Compensation :

As required by applicable law, PCG provides the following reasonable range of compensation for this role : $70,000-$95,000.

In addition, PCG provides a range of benefits for this role.

EEO Statement :

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion.

We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences.

At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications.

We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and / or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law.

PCG will not tolerate discrimination or harassment based on any of these characteristics.

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