Senior Service Delivery Analyst

2 weeks ago

Cape Town, South Africa Vera Solutions Full time

Location: Cape Town
- Base Salary: R683,000 per year
- Check out our values-driven benefits below

Vera is a growing organization, with more than 100 full-time staff based in offices in Cape Town, Geneva, London, Mumbai, São Paulo, and Washington DC. We have been honored with Echoing Green, Rainer Arnhold, Dasra Social Impact, and Bluhm/Helfand Social Innovation Fellowships and have been featured in Forbes Magazine’s 30 Under 30 Social Entrepreneurs and Entrepreneur Magazine’s 30 Startups to Watch.

**Position Overview**:
The Sr Service Delivery Analyst will be part of our growing Service Delivery team at Vera Solutions. This is a unique position where you will have the opportunity to manage a portfolio of clients and uplift their experience by providing Product support and other Managed services. You would also be mentoring and guiding the other analysts on the team from a technical standpoint. This position is a highly collaborative one where you would work both internally and externally with clients. This will provide you with a valuable experience of understanding Vera’s culture, the teams, product and most importantly our clients.

You will join a team of passionate individuals with diverse backgrounds and experiences, all dedicated to improving the way social impact organizations operate. We’re a self-motivated, creative group, and we emphasize collaboration, flexibility, and professionalism.

**Primary Responsibilities**:

- Manage a portfolio of clients on Managed Services engagements and serve as the Primary Analyst.
- Technical backstop for Service Delivery Analysts(SDAs) and Jr SDAs.
- Communicate regular status updates on open client tickets maintaining standard SLA.
- Develop deep expertise on core product features and functionality to help with issue troubleshooting and resolution.
- Host periodic office hours and help the team out on technical issues.
- Drive communication and engagement with clients.
- Help improve engagement of product features via communication campaigns.
- Collaborate internally to project manage customer success/service projects from planning to execution.
- Monitor and report on product quality, adoption and user feedback throughout the client’s lifecycle.

**Qualifications and Experience**:
**Essential**:

- Demonstrate interest in social sector.
- 4-6 years of professional experience.
- 3-5 years of Salesforce Consulting experience.
- 3-5 years of experience working for a SaaS product.
- 3-5 years of experience working on either Products or Client Facing teams.
- Salesforce Administrator certification and Platform App Builder certifications.
- Strong aptitude for technology and data.
- Curiosity and problem solving skills.
- Inclination towards working in the Social Impact space.
- Excellent written and verbal communication skills (English)
- Client relationship management skill.s
- Detail-oriented; efficient with excellent multitasking and organizational skills.
- Collaborative spirit; consistent desire to learn, improve and grow.

**Compensation & Benefits**:
Vera Solutions offers competitive compensation (including benefits), commensurate with experience and cost of living.

**Paid Time Off**:
38 days of paid leave each year, including local and company-wide holidays and a December break.

**Health Care**:
Vera covers 100% of medical, dental, and visual plan premiums.

**Phantom Equity**:
All staff participate in Vera’s phantom equity plan.

**Wellness Leave**:
We do not cap sick leave. If you’re sick, we hope you get better

**Retirement**:
Vera offers a retirement plan and contribution matching to all of its staff.

**Getaway Benefit**:
An annual stipend to spend on travel and physical, emotional, and mental well-being.

**Student Loans**:
To help employees with outstanding student loans, Vera offers a Student Loan Benefit.

**Child Benefit**:
In addition to robust paid parental leave, Vera assists with the costs of child care.

**How to Apply**:

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