Public Consulting Group Client Success Lead (Consultant) - Northwest Region
Providence, Rhode Island
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, including engaging with local teams to discuss growth strategy and progress, reviewing new opportunities, and liaising with Program Integrity regarding policy and compliance questions.
- Work with Client Operations to implement, support, and optimize clients efficiently.
- Collaborate with Product to identify system improvements and opportunities for automation.
- Take initiative to evaluate current initiatives and processes, identify gaps, and take action where needed.
- Understand the overlap between Special Education/Case Management and school-based Medicaid services work; engage regularly with counterparts.
- Serve as a main point of contact (including escalation) both internally and with clients.
- Partner on business development initiatives, including demonstrations, proposals, and conference attendance.
- Manage a multi-state or multi-program portfolio and maintain relationships with state agencies and strategic clients.
- Understand and monitor Federal, state, and local Medicaid School-Based program policies, collaborating with PCG subject matter experts as needed.
- Implement best practice models for client communication and management.
- Seek continuous improvement throughout the client journey: implementation, adoption, optimization, and expansion.
- Create partnerships for client retention and satisfaction.
- Uphold project and change management practices, ensuring transparency about risks and opportunities.
- Solicit feedback and champion initiatives addressing evolving client needs.
Leadership
- Establish Client Success goals with the Client Success Director and monitor progress.
- Contribute to evolving the Client Success functional area and team.
- Work strategically and tactically to define results and execute plans.
- Lead by example, fostering a culture of mutual accountability.
- Hire, coach, motivate, and retain staff.
- Supervise Client Success team members to meet client and business goals.
- Participate in special initiatives and projects.
Required Skills
- Collaboration and relationship building.
- Leadership with decisiveness and transparency.
- Team building and staff development.
- Effective communication skills.
- Problem-solving abilities.
- Comfort with ambiguity.
- Data interpretation for optimization.
- Professional maturity and client-focused mindset.
Qualifications
- 8+ years of relevant work experience, including client engagement and people management.
- Knowledge of or experience in Medicaid is preferred.
- Demonstrated success in cross-functional leadership and stakeholder engagement.
Supervisory Responsibility
Working Conditions
Remote, with travel required for internal and external purposes.
Compensation
As required by applicable law, PCG provides a reasonable range of compensation for this role: $70,000-$95,000, along with a range of benefits.
EEO Statement
Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and creating a culture of inclusion. We do not discriminate based on any status protected under federal, state, or local law.
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