Partner Success Analyst

About the Company

FM Talent Source is an enterprise focused on delivering business and workforce solutions that help organizations across the United States address operational challenges. Its client base includes federal, state, and local government bodies, Fortune 500 organizations, and nonprofit entities. Established in 2004, the company has built a track record in recruitment strategy, project management, and quality management methods to support client outcomes.

Role Overview

This opportunity is for two Partner Success Analysts on a full-time contract basis with FM Talent Source for one of its clients. The Partner Services team helps GrantSolutions partners operate their grants business effectively through the company’s system and service offerings.

The role focuses on providing strategic guidance on grants business processes, policies, and regulations; understanding partner needs; suggesting creative solutions; and supporting the full grants lifecycle from application through award.

Key Responsibilities

• Build a detailed understanding of each federal partner’s grants management goals, operating model, responsibilities, workflows, reporting needs, and any special requirements, and document them clearly.
• Spot opportunities to improve partner business processes and identify possible enhancements to Grant Solutions systems or services.
• Support the team in sharing timely communications with federal partners regarding process changes, system updates, and other grants-related news.
• Help the team lead execute the partner-specific strategy.
• Develop strong working knowledge of the software platform to assist with technical troubleshooting and issue resolution.
• Become a subject matter expert on system components so partner needs can be supported through technical analysis, troubleshooting, and recommendations for future improvements.
• Resolve end-user concerns and support requests through email, phone, chat, and on-site meetings when needed.
• Review and respond to help desk and support tickets and user requests, working with teammates to ensure timely, high-quality delivery.
• Track operational issues day by day through resolution and escalate effectively when required.
• Perform user acceptance testing or system testing on behalf of the partner during releases.
• Review release notes and assess the impact of changes on federal partners.
• Carry out root-cause analysis of partner-reported issues with the partner to support resolution and remediation.
• Coordinate meetings, arrange schedules, prepare supporting materials, and respond promptly to requests.
• Be available for travel up to 10%.

Qualifications

• Ability to obtain and maintain a Federal or DoD Public Trust clearance; approved adjudication is required before onboarding. Candidates with an active Public Trust or suitability status are preferred.
• Bachelor’s degree is required.
• At least 1 year of experience in a customer-facing role, or an equivalent mix of education and experience.
• Proven customer service experience and experience handling customers.
• Strong organizational ability and effective use of technology, resources, and time.
• Working proficiency with Microsoft Excel, Word, and PowerPoint; experience with Salesforce and Visio is a plus.
• Experience with technical troubleshooting.
• Excellent written and verbal communication skills.
• Experience with requirements gathering and user acceptance testing.
• Experience creating and maintaining documentation.
• Experience working with an internal ticketing system.

Additional Information

Travel may be required up to 10%.

Compensation is based on market conditions, internal equity, and the candidate’s experience and qualifications. Any offer made will fall within the stated salary range, although not every candidate will be offered the maximum amount.

About the Role

The position requires a blend of client service, process analysis, technical support, documentation, and coordination skills. The analyst will serve as a bridge between partner needs and system capabilities, helping ensure smooth grants processing and issue resolution.