Partner Success Analyst

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 in order to provide technical troubling-shooting and problem-solving expertise.

Becoming 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.

Identifying and resolving end-user issues or other support needs through email, phone, chat or on-site

Understanding and responding to help desk tickets, support tickets, user requests to deliver on time and quality results in conjunction with teammates.

Operational, daily issue-to-issue tracking to resolution and effective escalation as necessary.

Conducting user acceptance or system testing on behalf the Partner in support of system releases.

Analyzing release notes and impacts to Federal Partner(s).

Root cause analysis of Partner reported issues in collaboration with the Partner to drive issue resolution and remediation

Coordinating and scheduling meetings, preparing materials, responding promptly.

What You Will Need:

Bachelor’s degree and a minimum of 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 products (Excel, Word, and PowerPoint) Salesforce and Visio experience is a plus

You must obtain and maintain a Public Trust Clearance

What Would Be Nice To Have:

Technical troubleshooting experience

Requirements gathering/UAT experience

Documentation experience

Experience using an internal ticketing system

The annual salary range for this position is $56,000.00-$94,000.00. 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 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.)

Position may be eligible for a discretionary variable incentive bonus

About Guidehouse

Guidehouse 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 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. 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 guidehouse@myworkday.com. 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 recruiting@guidehouse.com. 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.