Partner Success Analyst

Guidehouse Inc.; McLean (VA); On-site; USD 56,000 - 94,000; Full time

Benefits offered by this job

Medical, Rx, Dental & Vision Insurance

401(k) Retirement Plan

Parental Leave

Tuition Reimbursement

Paid Holidays

Transit and Parking Benefits

Employee Assistance Program

Job summary

Guidehouse is seeking a Grant Solutions Partner Services specialist in McLean, VA to document and optimize federal grants management processes for partners. You will work with cross-functional teams, handle communications, support system updates, and serve as SME on system components, delivering timely, quality support.

A Bachelor's degree and at least 1 year of customer-facing experience, plus ability to obtain a Public Trust clearance, are required; salary ranges from $56,000 to $94,000 with

Qualifications

• 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

Responsibilities

• Document the Federal Partner's grants management business and objectives, including roles, workflows, reports and needs
• Identify process improvements and potential Grant Solutions enhancements
• Support communications to Federal Partners regarding business processes and system updates
• Assist the team lead with Partner-specific strategy implementation
• Develop SME knowledge of system components to aid in analysis and troubleshooting
• Resolve end-user issues via email, phone, chat or on-site
• Address help desk tickets and user requests with timely, quality results
• Track issues to resolution and escalate when needed
• Conduct user acceptance or system testing for Partner releases
• Analyze release notes and impacts for Federal Partners
• Coordinate meetings and prepare materials

Skills

Customer service

Communication

Organizational skills

Education

Bachelor's degree

Tools

MS Office (Excel/Word/PowerPoint)

Salesforce

Visio

Job description

Job Family : Business Systems Analysis

Travel Required : Up to 10%

Clearance Required : Ability to Obtain Public Trust

The Partner Services team is responsible for the 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.

What You Will Do:

• 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.

What You Will Need:

• 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

What Would Be Nice To Have:

• Technical troubleshooting experience
• Requirements gathering/UAT experience
• Documentation experience
• Experience using an internal ticketing system

The annual salary range for this position is $56,000.00-$94,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• 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

About Guidehouse

Guidehouse is an Equal Opportunity Employer-Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.