Client Service Associate 1

Public Consulting Group•US OK Remote, OK

10d•$57,300 - $70,000•Remote

About The Position

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.

Requirements

Registered nurse (RN) with 2+ years' experience
Experience with electronic nursing documentation (SIS or EHR)
2-5 years' experience managing client relationships
Proficient knowledge of Microsoft Office products: Excel, Word, PowerPoint, Teams
Ability to manage multiple projects and clients simultaneously
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 peers, staff, and leadership)
Ability to be decisive, consistent, transparent, and open to feedback
Highly organized and skilled at prioritization
Ability to lead virtual and in person training on EDPlan Health
Professional maturity and ability to put the best interests of the client and PCG above self-interest

Nice To Haves

Expertise in the specialty of school nursing
Strong understanding of EDPlan, specifically EDPlan Health
Expertise using Asana or comparable task management, or project management tool

Responsibilities

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
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