Partner Success Specialist

About the role

The Partner Services team is responsible for 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.

Responsibilities

• 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.
• Maintain 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.

Requirements

• 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 role.
• Understanding of Federal Government information needs.
• Providing customer support for a large business system.
• Ability to act as UAT lead in releases for the Partner Services team.
• Demonstrated 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 management.
• Ability to effectively communicate with technical and non-technical stakeholders.
• Strong interpersonal and customer service skills.
• Excellent verbal and written communication skills and the ability 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 using Microsoft Office (Word, Excel, and PowerPoint).

Qualifications

• Experience using an internal ticketing systems such as Jira and SalesForce.
• Advanced knowledge of the Grants Management Industry.
• Experience in supervising small teams.
• Experience with supporting or promoting IT development projects.

Skills

• Ability to obtain and maintain a Public Trust clearance.
• Customer service skills.
• Technical troubleshooting and problem-solving.
• Project management.
• Communication skills.
• Organizational skills.

Benefits

The 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.

Pay

The 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.

Schedule

The schedule for this role is up to 10% travel.