Note: The job is a remote job and is open to candidates in USA. Guidehouse is seeking a Partner Success Analyst to support Federal Partners using its grants management systems and service offerings. The role documents partner business processes, identifies improvements, provides technical troubleshooting and support, conducts system testing, analyzes release impacts, and coordinates issue resolution and communications.
Responsibilities
- Having a comprehensive understanding of and documenting the Federal Partner’s grants management business and operational objectives, including 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
- 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
- * Bachelor's degree and a minimum of 1 year of experience in a customer facing role or the equivalent combination of education and experience
- * Strong communication skills, written and verbal
- * Ability to demonstrate 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
- * You must obtain and maintain a Public Trust Clearance
- * Technical troubleshooting experience
- * 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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