Partner Success Analyst

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

📋 Description

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

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

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

• Support the team lead in executing strategies specific to each partner.

• Acquire knowledge of the software system to provide technical troubleshooting and expertise in problem-solving.

• Become a Subject Matter Expert on system components to assist Federal Partners with technical analysis, troubleshooting, and recommendations for future enhancements.

• Identify and address end-user concerns and support requirements through various channels such as email, phone, chat, or on-site assistance.

• Manage help desk tickets, support requests, and user inquiries, ensuring timely and quality results in collaboration with teammates.

• Monitor daily issues until resolution and escalate effectively when necessary.

• Conduct user acceptance testing and system testing for updates.

• Analyze release notes and their implications for Federal Partners.

• Perform root cause analysis on partner-reported issues and work collaboratively on resolutions and remediation.

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

⛳️ Requirements

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

• Excellent written and verbal communication abilities.

• Proven experience in customer service and managing customer interactions.

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

• Proficient in Microsoft Excel, Word, and PowerPoint.

• Experience with Salesforce and Visio is advantageous.

• Must be able to obtain and maintain a Public Trust Clearance.

• Technical troubleshooting experience is beneficial.

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

• Documentation experience is preferred.

• Familiarity with an internal ticketing system is an asset.

• Up to 10% travel may be required.

• Ability to secure Public Trust clearance is necessary.

🏝️ 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.

• Opportunities for Personal Development, Certifications & Learning.

• Employee Referral Program.

• Corporate Sponsored Events & Community Outreach.

• Annual membership for Care.com.

• Employee Assistance Program.

• Supplemental Benefits via Corestream (including Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance, and ID theft protection, etc.).

• Position may qualify for a discretionary variable incentive bonus.

• Flexible benefits package.