Partner Success Analyst in Silver Spring, Maryland at FM Talent Source

Job Description

FM Talent Source is an enterprise that provides business and workforce solutions to help organizations nationwide overcome business challenges. Our clients include federal, state and local government agencies, Fortune 500 Companies, and non-profit organizations. Founded in 2004, we have a strong history of providing recruitment strategies and utilizing effective project and quality management methodologies to ensure our clients success.

We are seeking two Partner Success Analysts for a full-time contract opportunity with FM Talent Source for one of our valued clients.

JOB DESCRIPTION

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.

• Having 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 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 meetings.
• 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.
• Travel Required – Up to 10%

QUALIFICATIONS

• 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. Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.
• Bachelor’s degree
• Minimum ONE (1) year of experience in a customer-facing role or the equivalent combination of education and experience
• Demonstrated 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
• Technical troubleshooting experience
• Strong communication skills, written and verbal
• Requirements gathering/UAT experience
• Documentation experience
• Experience using an internal ticketing system

Compensation Range: The salary range provided is determined by market value, internal equity, and the candidate's experience and qualifications. Offers will be extended within this range, though not all candidates will receive an offer at the upper limit.