Partner Success Analyst

About the role

This is a 6-month contract-to-hire position based in McLean, VA. The role is remote (99%), but candidates must be located in the DC Metro area for occasional in-person meetings. US Citizenship and the ability to obtain a public trust clearance are required.

Responsibilities

• Developing a comprehensive understanding of and documenting the Federal Partner's grants management business and operational objectives, including roles and responsibilities, grants business functions, workflows, reports, and unique needs.
• Identifying Federal Partner's specific business process improvements and potential system/service enhancements.
• Assisting the team with pertinent communications to Federal Partners as it relates to their business process, system updates, or other grants management news.
• Assisting the team lead to implement the Partner-specific strategy.
• Learning the ins and outs of the software system to provide technical troubleshooting and problem-solving expertise.
• Becoming a Subject Matter Expert (SME) on system components to fully service the Federal Partner's needs in technical analysis, troubleshooting, and offering advice on future enhancements.
• Identifying and resolving end-user issues or support needs via email, phone, chat, or on-site.
• Understanding and responding to help desk tickets, support tickets, and user requests to deliver timely and quality results in collaboration with teammates.
• Tracking operational issues daily to resolution and escalating as necessary.
• Conducting user acceptance or system testing on behalf of the Partner in support of system releases.
• Analyzing release notes and their impacts on Federal Partner(s).
• Performing root cause analysis of Partner-reported issues in collaboration with the Partner to drive resolution and remediation.
• Coordinating and scheduling meetings, preparing materials, and responding promptly.

Qualifications

• Bachelor's degree and at least 1 year of experience in a customer-facing role, or the equivalent combination of education and experience.
• Strong communication skills, written and verbal.
• Ability to demonstrate customer service experience and handling of customers.
• Strong organizational skills to use technology, resources, and time efficiently.
• Proficient in MS Office products (Excel, Word, PowerPoint).
• Must obtain and maintain a Public Trust Clearance.

Nice to Have

• Technical troubleshooting experience.
• Requirements gathering/UAT experience.
• Documentation experience.
• Experience using an internal ticketing system.

Pay

$56,000.00-$90,000.00

Benefits

Eligible employees have access to health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.