Partner Success Analyst

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $56k - $94k / year

⏰ Full Time

🟢 Junior

🏆 Customer Success

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Guidehouse

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2018

🏥 Healthcare

🎖️ Defense

📦 Logistics

💰 Grant on 2023-02

Healthcare • Defense • Logistics

Guidehouse is a global consultancy offering advisory, digital, and managed services across commercial and public sectors. It is purpose-built to support industries such as national security, financial services, healthcare, energy, and infrastructure. Guidehouse collaborates with leaders to navigate complexity and drives transformational changes that impact the future. Their expertise spans data analytics, digital technologies, risk management, and more, with a strong emphasis on sustainability and innovation.

📋 Description

• Document Federal Partner grants management business and operational objectives, including roles, responsibilities, functions, workflows, reports, and unique needs • Identify Federal Partner business process improvements and potential GrantSolutions system or service enhancements • Communicate with Federal Partners about business processes, system updates, and grants management news • Assist the team lead in implementing Partner-specific strategy • Learn the software system to provide technical troubleshooting and problem-solving expertise • Become a Subject Matter Expert on system components to support Federal Partner technical analysis, troubleshooting, and future enhancement advice • Identify and resolve end-user issues and support needs through email, phone, chat, or on-site channels • Manage help desk tickets, support tickets, and user requests to deliver timely, quality results with teammates • Track operational issues through resolution and escalate effectively when necessary • Conduct user acceptance and system testing for system releases • Analyze release notes and impacts to Federal Partners • Perform root cause analysis of Partner-reported issues and collaborate on resolution and remediation • Coordinate and schedule meetings, prepare materials, and respond promptly

🎯 Requirements

• Bachelor’s degree and a minimum of 1 year of experience in a customer facing role, or equivalent combination of education and experience • Strong written and verbal communication skills • Customer service experience and experience handling customers • Strong organizational skills using technology, resources, and time efficiently • Proficiency in Microsoft Excel, Word, and PowerPoint • Must obtain and maintain a Public Trust Clearance • Salesforce and Visio experience is a plus • Technical troubleshooting experience preferred as a nice-to-have qualification • Requirements gathering/UAT experience preferred as a nice-to-have qualification • Documentation experience preferred as a nice-to-have qualification • Experience using an internal ticketing system preferred as a nice-to-have qualification • Up to 10% travel required

🏖️ 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 • Flexible benefits package