Service Delivery Analyst
17 hours ago
Location: Cape Town
- Base Salary: R444,500 per year
- Check out our values-driven benefits below
- Join our innovative, global team using technology to transform the way the social sector engages with data. We run on passion, blending diverse skill sets and experiences with a collective mission to help organizations tackle challenges and achieve greater impact. We encourage all staff to push their own boundaries and drive the company in exciting new directions. As a social enterprise, we reinvest a majority of our profits in our growth and continued pursuit of our mission and vision.
**Position Overview**:
The 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. 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.
**Primary Responsibilities**:
- Manage a portfolio of clients. Lead charge for all service requests and queries
- Serve as the Primary Analyst on Managed Services engagements.
- Assist Senior Service Delivery Analysts on complex Managed Services engagements.
- Work on Level 1 Product queries and troubleshooting requests created on the internal Product Support Board.
- Execute miscellaneous tasks assigned by Service Delivery Manager.
- 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.
- 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 client’s lifecycle.
**Qualifications and Experience**:
**Essential**:
- Demonstrate interest in social sector
- 2-3 years of professional experience
- 1-2 years of experience working for a SaaS product
- 1-2 year of experience working on either Product or Client Facing teams
- 1-2 years of Project Coordination and/or Management experience
- Salesforce Administrator Certification
- Strong aptitude for technology and data
- Curiosity and problem solving skills
- Excellent written and verbal communication skills (English)
- Inclination towards working in the Social Impact space
- Client relationship management skills
- 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.
**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.
**Wellness Leave**:
We do not cap sick leave. If you’re sick, we hope you get better
**How to Apply**:
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