Partner Success Specialist

Guidehouse Inc.

Job Overview

Location

US - Remote (Any location)

Job Type

Full-time

Full Job Description

📋 Description

• Serve as a Subject Matter Expert (SME) on GrantSolutions system modules to provide technical analysis, troubleshooting, and advice on system enhancements for Federal Partners.
• Document and analyze Federal Partners’ grants management business objectives, including roles, responsibilities, workflows, reports, and unique operational needs.
• Conduct business process gap analyses to identify improvements and recommend system or service enhancements aligned with partner goals.
• Lead end-to-end resolution of partner support issues via email, phone, chat, or on-site meetings, managing and monitoring help desk and support tickets to ensure timely, high-quality outcomes.
• Monitor ticket trends to proactively identify recurring issues and drive systemic resolutions in collaboration with teammates.
• Provide day-to-day operational oversight of Federal Partners’ activities related to grants management and system usage.
• Lead or conduct User Acceptance Testing (UAT) for system releases on behalf of Federal Partners to validate functionality and business alignment.
• Manage and deliver communications to Federal leadership regarding business process changes, system updates, and grants management developments.
• Build and maintain strong relationships with internal Program teams, Partner Services staff, and other stakeholders to ensure efficient partner support and service delivery.
• Create executive-level briefings and content summarizing partner issues, concerns, needs, and activities for Program management review.
• Mentor and guide junior analysts in data analysis methodologies, continuous improvement practices, and effective support resolution techniques.
• Demonstrate strong ticket resolution capabilities by clearly articulating problem statements, defining business impact, providing regular status updates, and ensuring full stakeholder closure.
• Interface confidently with senior-level Federal management and communicate effectively with both technical and non-technical stakeholders.
• Utilize Microsoft Office (Word, Excel, PowerPoint) to document processes, analyze data, and prepare reports and presentations.
• Maintain exceptional organizational and planning skills to prioritize, track, and resolve multiple concurrent issues while meeting deadlines.

🎯 Requirements

• Must be able to obtain and maintain a Federal or DoD Public Trust clearance; active Public Trust or Suitability preferred
• Bachelor’s degree OR four (4) additional years of experience in lieu of degree
• Minimum three (3) years of experience in a customer-facing role
• Understanding of Federal Government information needs
• Experience providing customer support for a large business system
• Ability to act as UAT lead for Partner Services team releases

🏖️ Benefits

• Medical, Rx, Dental, and Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave
• 401(k) Retirement Plan
• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
• Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts

Skills & Technologies

Remote

Degree Required

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Guidehouse Inc.

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About Guidehouse Inc.

Guidehouse Inc. is a global consulting and managed services provider formed in 2018 from the public sector practice of PwC. The company advises public and commercial clients on strategy, technology, risk management, and operations, focusing on energy, financial services, health, defense, and cybersecurity. With 18,000 professionals in over 60 offices worldwide, it delivers implementation support, managed services, and digital solutions to federal agencies, utilities, and Fortune 500 organizations. Guidehouse is majority-owned by Veritas Capital and partners with governments and businesses to address complex regulatory, operational, and innovation challenges.

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