Partner Success Analyst

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

📋 Description

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

• Identify opportunities for process improvements and enhancements to the GrantSolutions system/service for Federal Partners.

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

• Support the team lead in executing strategies tailored to Partners.

• Familiarize yourself with the software system to provide technical troubleshooting and problem-solving assistance.

• Become a Subject Matter Expert on system components, offering technical analysis, troubleshooting, and advice for future enhancements to meet Federal Partner needs.

• Address end-user issues via email, phone, chat, or on-site support.

• Manage help desk and support tickets, ensuring timely and quality responses alongside team members.

• Track daily issues until resolution, escalating effectively when necessary.

• Conduct user acceptance testing or system testing for system updates.

• Review release notes and assess their impact on Federal Partners.

• Perform root cause analysis on issues reported by Partners and collaborate on solutions and remediation.

• Organize and schedule meetings, prepare necessary materials, and respond promptly.

⛳️ Requirements

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

• Excellent written and verbal communication skills.

• Proven customer service experience and capability in handling customer interactions.

• Strong organizational skills to effectively utilize technology, resources, and time.

• Proficiency in Microsoft Office products (Excel, Word, and PowerPoint).

• Must obtain and maintain a Public Trust Clearance.

• Willingness to travel up to 10% as 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.

• Flexible work arrangements.