Partner Success Analyst

Guidehouse•Tysons Corner, VA

About The Position

The Partner Success Analyst works on Guidehouse’s Partner Services team, which helps GrantSolutions Partners manage their grants business using the system and service offerings. The role provides strategic guidance on grants business processes, policies, and regulations; understands partner needs and offers solutions; and supports successful end-to-end grant processing from application to award. The analyst documents Federal Partners’ grants-management business and operational objectives, learns the GrantSolutions system, and serves as a subject matter expert on system components. The role supports partner-specific strategy, communications, technical troubleshooting, issue resolution, release analysis, and testing, while coordinating meetings and collaborating with teammates and partners.

Requirements

Bachelor’s degree and at least 1 year of experience in a customer-facing role, or an equivalent combination of education and experience.
Strong written and verbal communication skills.
Demonstrated customer service experience and ability to handle customers.
Strong organizational skills, including efficient use of technology, resources, and time.
Proficiency with Microsoft Excel, Word, and PowerPoint.
Ability to obtain and maintain a Public Trust Clearance.

Nice To Haves

Salesforce experience.
Visio experience.
Technical troubleshooting experience.
Requirements gathering or user acceptance testing (UAT) experience.
Documentation experience.
Experience using an internal ticketing system.

Responsibilities

Understand and 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 or service enhancements.
Assist with communications to Federal Partners about business processes, system updates, and grants-management news.
Assist the team lead with implementing partner-specific strategy.
Learn the software system and provide technical troubleshooting and problem-solving expertise.
Become a subject matter expert on system components to support partners through technical analysis, troubleshooting, and advice on future enhancements.
Identify and resolve end-user issues and support needs through email, phone, chat, or on-site support.
Respond to help desk tickets, support tickets, and user requests, delivering timely, quality results with teammates.
Track daily operational issues through resolution and escalate them effectively as needed.
Conduct user acceptance or system testing on behalf of the partner in support of system releases.
Analyze release notes and assess impacts to Federal Partners.
Perform root cause analysis of partner-reported issues in collaboration with partners to drive resolution and remediation.
Coordinate and schedule meetings, prepare materials, and respond promptly.

Benefits

Medical, prescription, dental, and vision insurance.
Personal and family sick time and company-paid holidays.
Parental leave.
401(k) retirement plan.
Group term life insurance and travel assistance.
Voluntary life and accidental death and dismemberment insurance.
Health Savings Account and health care and dependent care Flexible Spending Accounts.
Transit and parking commuter benefits.
Short-term and long-term disability.
Tuition reimbursement, personal development, certifications, and learning opportunities.
Employee referral program.
Corporate-sponsored events and community outreach.
Care.com annual membership.
Employee Assistance Program.
Supplemental benefits, including critical care, hospital indemnity, accident insurance, legal assistance, and identity theft protection.
Position may be eligible for a discretionary variable incentive bonus.
Flexible benefits package.