Partner Success Specialist

Guidehouse•McLean, VA

1d•$65,000 - $108,000•Hybrid

About The Position

The Partner Services team is responsible for ensuring that all GrantSolutions Partners can successfully manage their grants business using our system and service offerings. We bring value to their business by offering strategic guidance on grants business processes, policies and regulations, understanding business needs and offering creative solutions, and ensuring the successful end-to-end processing of grants from application to award. The Partner Success Specialist, or PSD, is a subject matter expert (SME) on system modules and technical resolution methodologies.

Requirements

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.
Bachelor’s degree or FOUR (4) Additional years experience in lieu of degree.
Minimum THREE (3) years of experience working in a customer facing role
Understanding of Federal Government information needs
Providing customer support for a large business system
Ability to act as UAT lead in releases for the Partner Services team
Demonstrated strong ticket resolution capabilities by clearly articulating problem statements, defining business/operational impact, providing status updates, and ensuring full closure with stakeholders upon resolution.
Ability to comfortably interface with senior level management
Ability to effectively communicate with technical and non-technical stakeholders
Strong interpersonal and customer service skills
Excellent verbal and written communication skills and the ability to explain policies, procedures, and technical information clearly and accurately
Exceptionally strong organizational and planning skills with the ability to recognize, prioritize, track, and resolve multiple ongoing issues
Experience using Microsoft Office (Word, Excel, and PowerPoint.

Nice To Haves

Experience using an internal ticketing systems such as Jira and SalesForce
Advanced knowledge of the Grants Management Industry
Experience in supervising small teams
Experience with supporting or promoting IT development projects

Responsibilities

Have 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 Partner needs.
Support business process gap analysis activities to identify Federal Partner’s specific business process improvements and potential systems/service enhancements.
Provide technical troubling-shooting and problem-solving expertise and lead others in resolution methodologies.
Be 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.
Identify and resolve end-user issues or other support needs through email, phone, chat or on-site meetings.
Understand, manage, and monitor help desk tickets, support tickets, user requests to deliver on time and quality results in conjunction with teammates.
Monitor help ticket trends to ensure timely issue resolution.
Have operational, day-to-day oversight of Federal Partner’s activities.
Conduct and/or lead user acceptance or system testing on behalf the Federal Partner in support of system releases.
Manage pertinent communications to Federal leadership as it relates to their business process, system updates, or other grants management news.
Actively develop and foster relationships with internal Program teams, Partner Services teams and associated staff to support efficient partner activity execution and delivery.
Create executive content and brief on Federal Partner’s issues/concerns, needs, and/or activities to Program management.
Mentor and guide analysts in data analysis methodologies and continuous improvement activities.

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.)