Partner Success Specialist

Job Family:Business Systems AnalysisTravel Required:Up to 10%Clearance Required:Ability to Obtain Public TrustWhat You Will Do: The Partner Services team is responsible for the ensuring that all GrantSolutions Partners can successfully manage their grants business using our system and service offerings. We bring value to their business by offering strategic guidance on grants business processes, policies and regulations, understanding business needs and offering creative solutions, and ensuring the successful end-to-end processing of grants from application to award. The Partner Success Specialist, or PSD, is a subject matter expert (SME) on system modules and technical resolution methodologies. The Partner Success Specialist will:Have a comprehensive understanding of and documenting the Federal Partner’s grants management business and operational objectives to include roles and responsibilities, grants business functions, workflows, reports, and unique Partner needs.Support business process gap analysis activities to identify Federal Partner’s specific business process improvements and potential systems/service enhancements.Provide technical troubling-shooting and problem-solving expertise and lead others in resolution methodologies.Be a Subject Matter Expert (SME) on system components in order to fully service the Federal Partner's needs in the forms of technical analysis, trouble-shooting, and offering advice on future enhancements.Identify and resolve end-user issues or other support needs through email, phone, chat or on-site meetings. Understand, manage, and monitor help desk tickets, support tickets, user requests to deliver on time and quality results in conjunction with teammates. Monitor help ticket trends to ensure timely issue resolution.Have operational, day-to-day oversight of Federal Partner’s activities.Conduct and/or lead user acceptance or system testing on behalf the Federal Partner in support of system releases.Manage pertinent communications to Federal leadership as it relates to their business process, system updates, or other grants management news.Actively develop and foster relationships with internal Program teams, Partner Services teams and associated staff to support efficient partner activity execution and delivery.Create executive content and brief on Federal Partner’s issues/concerns, needs, and/or activities to Program management.Mentor and guide analysts in data analysis methodologies and continuous improvement activities.What You Will Need:Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse. Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.Bachelor’s degree or FOUR (4) Additional years experience in lieu of degree.Minimum THREE (3) years of experience working in a customer facing roleUnderstanding of Federal Government information needsProviding customer support for a large business systemAbility to act as UAT lead in releases for the Partner Services teamDemonstrated strong ticket resolution capabilities by clearly articulating problem statements, defining business/operational impact, providing status updates, and ensuring full closure with stakeholders upon resolution.Ability to comfortably interface with senior level managementAbility to effectively communicate with technical and non-technical stakeholdersStrong interpersonal and customer service skillsExcellent verbal and written communication skills and the ability to explain policies, procedures, and technical information clearly and accuratelyExceptionally strong organizational and planning skills with the ability to recognize, prioritize, track, and resolve multiple ongoing issuesExperience using Microsoft Office (Word, Excel, and PowerPoint.What Would Be Nice To Have:Experience using an internal ticketing systems such as Jira and SalesForceAdvanced knowledge of the Grants Management IndustryExperience in supervising small teamsExperience with supporting or promoting IT development projectsThe annual salary range for this position is $65,000.00-$108,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.What We Offer:Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.Benefits include:Medical, Rx, Dental & Vision InsurancePersonal and Family Sick Time & Company Paid HolidaysParental Leave401(k) Retirement PlanGroup Term Life and Travel AssistanceVoluntary Life and AD&D InsuranceHealth Savings Account, Health Care & Dependent Care Flexible Spending AccountsTransit and Parking Commuter BenefitsShort-Term & Long-Term DisabilityTuition Reimbursement, Personal Development, Certifications & Learning OpportunitiesEmployee Referral ProgramCorporate Sponsored Events & Community OutreachCare.com annual membershipEmployee Assistance ProgramSupplemental 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 bonusAbout GuidehouseGuidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at View phone number on click.appcast.io or via email at View email address on click.appcast.io. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or View email address on click.appcast.io. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact View email address on click.appcast.io. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee. #J-18808-Ljbffr Guidehouse Digital, LLC