[Remote] Partner Success Analyst

Note: The job is a remote job and is open to candidates in USA. Guidehouse is a leading consulting firm focused on providing innovative solutions to its clients. They are seeking a Partner Success Analyst to support GrantSolutions Partners in managing their grants business, providing strategic guidance, and ensuring successful processing of grants from application to award.

Responsibilities

• Having a comprehensive understanding of and documenting the Federal Partner’s grants management business and operational objectives to include roles and responsibilities, grants business functions, workflows, reports, and unique needs
• Identifying Federal Partner’s specific business process improvements and potential Grant Solutions systems/service enhancements
• Assisting the team with pertinent communications to Federal Partners as it relates to their business process, system updates, or other grants management news
• Assisting the team lead to implement the Partner-specific strategy
• Learning the ins and outs of the software system in order to provide technical troubling-shooting and problem-solving expertise
• Becoming a Subject Matter Expert (SME) on system components in order to fully service the Federal Partner's needs in the forms of technical analysis, trouble-shooting, and offering advice on future enhancements
• Identifying and resolving end-user issues or other support needs through email, phone, chat or on-site meetings
• Understanding and responding to help desk tickets, support tickets, user requests to deliver on time and quality results in conjunction with teammates
• Operational, daily issue-to-issue tracking to resolution and effective escalation as necessary
• Conducting user acceptance or system testing on behalf the Partner in support of system releases
• Analyzing release notes and impacts to Federal Partner(s)
• Root cause analysis of Partner reported issues in collaboration with the Partner to drive issue resolution and remediation
• Coordinating and scheduling meetings, preparing materials, responding promptly

Skills

• Must be able to OBTAIN and MAINTAIN a Federal or DoD 'PUBLIC TRUST'; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse. Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred
• Bachelor's degree
• Minimum ONE (1) year of experience in a customer facing role or the equivalent combination of education and experience
• Demonstrated customer service experience and handling of customers
• Strong organizational skills to use technology, resources, and time efficiently
• Proficient in MS products (Excel, Word, and PowerPoint) Salesforce and Visio experience is a plus
• Technical troubleshooting experience
• Strong communication skills, written and verbal
• Requirements gathering/UAT experience
• Documentation experience
• Experience using an internal ticketing system

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 (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
• Position may be eligible for a discretionary variable incentive bonus

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