Partner Success Analyst
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Job Description
Partner Success Analyst supporting federal partners using Guidehouse’s grants management software. Troubleshooting issues, documenting processes, and testing system releases.
Responsibilities:
- Document Federal Partners’ grants management business and operational objectives, including roles, responsibilities, functions, workflows, reports, and unique needs
- Identify partner-specific business process improvements and potential GrantSolutions system/service enhancements
- Assist with communications to Federal Partners regarding business processes, system updates, and grants management news
- Assist the team lead in implementing partner-specific strategy
- Learn the software system to provide technical troubleshooting and problem-solving expertise
- Become a Subject Matter Expert on system components and provide technical analysis, troubleshooting, and advice on future enhancements
- Identify and resolve end-user issues through email, phone, chat, or on-site support
- Respond to help desk tickets, support tickets, and user requests with timely, quality results
- Track operational issues through resolution and escalate effectively when necessary
- Conduct user acceptance and system testing in support of system releases
- Analyze release notes and impacts to Federal Partners
- Perform root cause analysis of partner-reported issues and collaborate on resolution and remediation
- Coordinate and schedule meetings, prepare materials, and respond promptly
Requirements:
- Bachelor’s degree and a minimum of 1 year of experience in a customer-facing role, or equivalent combination of education and experience
- Strong written and verbal communication skills
- Customer service experience and experience handling customers
- Strong organizational skills and ability to use technology, resources, and time efficiently
- Proficiency in Microsoft Excel, Word, and PowerPoint
- Must obtain and maintain a Public Trust Clearance
- Technical troubleshooting experience is preferred as a nice-to-have qualification
- Requirements gathering/UAT experience is preferred as a nice-to-have qualification
- Documentation experience is preferred as a nice-to-have qualification
- Experience using an internal ticketing system is preferred as a nice-to-have qualification
- Salesforce and Visio experience is a plus
- Up to 10% travel required
Benefits:
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Parental Leave
- 401(k) Retirement Plan
- Group Term Life and Travel Assistance
- Voluntary Life and AD&D Insurance
- Health Savings Account
- Health Care & Dependent Care Flexible Spending Accounts
- Transit and Parking Commuter Benefits
- Short-Term & Long-Term Disability
- Tuition Reimbursement
- Personal Development, Certifications & Learning Opportunities
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Care.com annual membership
- Employee Assistance Program
- Supplemental Benefits via Corestream, including Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection
- Position may be eligible for a discretionary variable incentive bonus
- Flexible benefits package
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