Partner Success Analyst

Travel Required: Up to 10%. Ability to obtain Public Trust clearance.

About the Role

The Partner Services team ensures all GrantSolutions Partners can successfully manage their grants business using our system and service offerings. We provide strategic guidance on grants business processes, policies, and regulations, understand business needs, offer creative solutions, and ensure successful end-to-end processing of grants from application to award.

Responsibilities

• Develop a comprehensive understanding of and document Federal Partners’ grants management business and operational objectives, including roles, responsibilities, business functions, workflows, reports, and unique needs.
• Identify specific business process improvements and potential GrantSolutions systems or service enhancements for Federal Partners.
• Assist the team with communications to Federal Partners regarding business processes, system updates, or grants management news.
• Support the team lead in implementing Partner-specific strategies.
• Learn the software system to provide technical troubleshooting and problem-solving expertise.
• Become a Subject Matter Expert (SME) on system components to service Federal Partners’ needs through technical analysis, troubleshooting, and advice on future enhancements.
• Resolve end-user issues or support needs via email, phone, chat, or on-site.
• Manage and respond to help desk tickets, support tickets, and user requests to deliver timely and quality results with teammates.
• Track operational issues daily to resolution and escalate as necessary.
• Conduct user acceptance or system testing on behalf of the Partner for system releases.
• Analyze release notes and assess impacts to Federal Partner(s).
• Perform root cause analysis of Partner-reported issues in collaboration with the Partner to drive resolution and remediation.
• Coordinate and schedule meetings, prepare materials, and respond promptly.

Requirements

• Bachelor’s degree and a minimum of 1 year of experience in a customer-facing role or equivalent combination of education and experience.
• Strong communication skills, both written and verbal.
• Demonstrated customer service experience and ability to handle customers effectively.
• Strong organizational skills to efficiently use technology, resources, and time.
• Proficiency in MS products (Excel, Word, and PowerPoint).
• Salesforce and Visio experience is a plus.
• Must obtain and maintain a Public Trust clearance.

Preferred Qualifications

• Technical troubleshooting experience.
• Requirements gathering and User Acceptance Testing (UAT) experience.
• Documentation experience.
• Experience using an internal ticketing system.

Pay

The annual salary range for this position is $56,000.00–$94,000.00. Compensation decisions depend on skill sets, experience, training, security clearances, licensure, certifications, and business or organizational needs.

Benefits

• Medical, Rx, Dental, and Vision Insurance.
• Personal and Family Sick Time and 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, and Dependent Care Flexible Spending Accounts.
• Transit and Parking Commuter Benefits.
• Short-Term and Long-Term Disability.
• Tuition Reimbursement, Personal Development, Certifications, and Learning Opportunities.
• Employee Referral Program.
• Corporate-Sponsored Events and 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.).
• Eligibility for a discretionary variable incentive bonus.