Partner Success Specialist

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

📋 Description

• The Partner Services team is tasked with ensuring that all GrantSolutions Partners are equipped to effectively manage their grant operations utilizing our system and service offerings.

• Possess a thorough comprehension of the Federal Partner’s grants management business and operational goals, including roles and responsibilities, business functions, workflows, reports, and specific Partner requirements.

• Assist in business process gap analysis initiatives to pinpoint specific improvements needed for the Federal Partner’s operations, as well as potential system or service enhancements.

• Provide expertise in technical troubleshooting and problem-solving, guiding others in resolution methodologies.

• Serve as a Subject Matter Expert (SME) on system components to adequately address the Federal Partner's needs through technical analysis, troubleshooting, and advice on future enhancements.

• Identify and resolve end-user concerns or support requirements via email, phone, chat, or in-person meetings.

• Understand, manage, and oversee help desk tickets, support requests, and user inquiries to ensure timely and quality results in collaboration with colleagues.

• Track help ticket trends to guarantee prompt resolution of issues.

• Oversee the operational, day-to-day activities of Federal Partners.

• Conduct and/or lead user acceptance or system testing on behalf of Federal Partners in support of system releases.

• Manage essential communications with Federal leadership regarding their business processes, system updates, or other grants management information.

• Proactively cultivate and maintain relationships with internal Program teams, Partner Services teams, and related personnel to facilitate efficient partner activity execution and delivery.

• Create executive summaries and brief Program management on Federal Partner issues, concerns, needs, and activities.

• Mentor and guide analysts in data analysis techniques and continuous improvement initiatives.

⛳️ Requirements

• Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must secure approved adjudication of their PUBLIC TRUST prior to joining Guidehouse.

• Bachelor’s degree or FOUR (4) additional years of experience in place of a degree.

• A minimum of THREE (3) years of experience in a customer-facing role.

• Familiarity with the information needs of the Federal Government.

• Experience providing customer support for a large business system.

• Capability to serve as UAT lead during releases for the Partner Services team.

• Proven ability to resolve tickets effectively by clearly articulating problem statements, defining business or operational impacts, providing status updates, and ensuring complete closure with stakeholders upon resolution.

• Ability to comfortably engage with senior-level management.

• Proficient in communicating with both technical and non-technical stakeholders.

• Strong interpersonal and customer service abilities.

• Excellent verbal and written communication skills, with the capacity to explain policies, procedures, and technical information clearly and accurately.

• Exceptionally strong organizational and planning skills, with the ability to recognize, prioritize, track, and resolve multiple ongoing issues.

• Experience with Microsoft Office (Word, Excel, and PowerPoint).

🏝️ 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.)