Partner Success Analyst

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Document the grants management business and operational objectives of Federal Partners, detailing roles, responsibilities, functions, workflows, reports, and specific needs.

• Identify enhancements to business processes tailored to partners and suggest improvements for the GrantSolutions system/service.

• Support communication efforts directed at Federal Partners regarding business processes, system updates, and news related to grants management.

• Assist the team leader in executing strategies specific to partners.

• Acquire knowledge of the software system to offer technical troubleshooting and problem-solving support.

• Become a Subject Matter Expert on system components, providing technical analysis, troubleshooting, and recommendations for future enhancements.

• Address and resolve end-user issues through various channels including email, phone, chat, or on-site assistance.

• Manage help desk tickets, support tickets, and user requests, ensuring timely and quality outcomes.

• Monitor operational issues until resolution and escalate them effectively as needed.

• Conduct user acceptance testing and system testing in support of system releases.

• Analyze release notes and their implications for Federal Partners.

• Perform root cause analysis on issues reported by partners, working collaboratively on resolution and remediation.

• Coordinate and schedule meetings, prepare necessary materials, and respond promptly to inquiries.

⛳️ Requirements

• A Bachelor’s degree and at least 1 year of experience in a customer-facing role, or a suitable combination of education and experience.

• Excellent written and verbal communication skills.

• Experience in customer service and effectively managing customer interactions.

• Strong organizational abilities, with a focus on efficient use of technology, resources, and time.

• Proficient in Microsoft Excel, Word, and PowerPoint.

• Must secure and maintain a Public Trust Clearance.

• Technical troubleshooting experience is a preferred qualification.

• Experience in requirements gathering and user acceptance testing (UAT) is a plus.

• Familiarity with documentation practices is preferred.

• Experience using an internal ticketing system is advantageous.

• Knowledge of Salesforce and Visio is beneficial.

• Up to 10% travel may be 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, including Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance, and ID theft protection.

• Position may qualify for a discretionary variable incentive bonus.

• Flexible benefits package.