[Remote] Partner Success Analyst

Note: The job is a remote job and is open to candidates in USA. Guidehouse is a leading consulting firm focused on providing innovative solutions to its clients. They are seeking a Partner Success Analyst to support GrantSolutions Partners in managing their grants business, providing strategic guidance, and ensuring successful processing of grants from application to award.ResponsibilitiesHaving 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 needsIdentifying Federal Partner’s specific business process improvements and potential Grant Solutions systems/service enhancementsAssisting the team with pertinent communications to Federal Partners as it relates to their business process, system updates, or other grants management newsAssisting the team lead to implement the Partner-specific strategyLearning the ins and outs of the software system in order to provide technical troubling-shooting and problem-solving expertiseBecoming 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 enhancementsIdentifying and resolving end-user issues or other support needs through email, phone, chat or on-site meetingsUnderstanding and responding to help desk tickets, support tickets, user requests to deliver on time and quality results in conjunction with teammatesOperational, daily issue-to-issue tracking to resolution and effective escalation as necessaryConducting user acceptance or system testing on behalf the Partner in support of system releasesAnalyzing 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 remediationCoordinating and scheduling meetings, preparing materials, responding promptlySkillsMust 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. Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferredBachelor's degreeMinimum ONE (1) year of experience in a customer facing role or the equivalent combination of education and experienceDemonstrated customer service experience and handling of customersStrong organizational skills to use technology, resources, and time efficientlyProficient in MS products (Excel, Word, and PowerPoint) Salesforce and Visio experience is a plusTechnical troubleshooting experienceStrong communication skills, written and verbalRequirements gathering/UAT experienceDocumentation experienceExperience using an internal ticketing systemBenefitsMedical, Rx, Dental & Vision InsurancePersonal and Family Sick Time & Company Paid HolidaysParental Leave401(k) Retirement PlanGroup Term Life and Travel AssistanceVoluntary Life and AD&D InsuranceHealth Savings Account, Health Care & Dependent Care Flexible Spending AccountsTransit and Parking Commuter BenefitsShort-Term & Long-Term DisabilityTuition Reimbursement, Personal Development, Certifications & Learning OpportunitiesEmployee Referral ProgramCorporate Sponsored Events & Community OutreachCare.com annual membershipEmployee Assistance ProgramSupplemental 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 bonusCompany OverviewGuidehouse offers consulting services for public and commercial markets with expertise in management, technology, and risk consulting. It was founded in 2018, and is headquartered in Washington, District of Columbia, USA, with a workforce of 10001+ employees. Its website is https://guidehouse.com.