Customer Success Analyst Jobs in Virginia (NOW HIRING)

Job Family:

Travel Required:

Clearance Required:

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.

What You Will Do:

• Having 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 Grant Solutions systems/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 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

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.