Partner Success Analyst

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

📋 Description

• Document the objectives of Federal Partner grants management, including roles, responsibilities, functions, workflows, reports, and specific requirements.

• Identify opportunities for enhancing Federal Partner business processes and suggest improvements to the GrantSolutions system or services.

• Engage with Federal Partners regarding business processes, system updates, and news related to grants management.

• Support the team lead in executing Partner-specific strategies.

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

• Become a Subject Matter Expert on system components, aiding Federal Partner technical analysis, troubleshooting, and advice on future enhancements.

• Address end-user issues and support needs through various communication channels such as email, phone, chat, or in-person.

• Oversee help desk tickets, support requests, and user inquiries to ensure timely and quality outcomes in collaboration with teammates.

• Monitor operational issues until resolution and escalate appropriately when necessary.

• Carry out user acceptance and system testing for system releases.

• Assess release notes and their implications for Federal Partners.

• Conduct root cause analysis of issues reported by Partners and work collaboratively on resolutions and remediation.

• Organize and schedule meetings, prepare necessary materials, and respond in a timely manner.

⛳️ Requirements

• Bachelor’s degree with a minimum of 1 year of experience in a customer-facing role, or a comparable combination of education and experience.

• Exceptional written and verbal communication skills.

• Experience in customer service and managing customer interactions.

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

• Proficient in Microsoft Excel, Word, and PowerPoint.

• Required to obtain and maintain a Public Trust Clearance.

• Experience with Salesforce and Visio is advantageous.

• Technical troubleshooting skills are preferred as a desirable qualification.

• Experience with requirements gathering/UAT is preferred as a desirable qualification.

• Documentation experience is preferred as a desirable qualification.

• Familiarity with an internal ticketing system is preferred as a desirable qualification.

• 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 (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.