Service Delivery Analyst

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
  • Address Level 1 Product queries and troubleshooting requests created on the internal Product Support Board
  • Serve as the primary Analyst on a portfolio of support engagements
  • Assist Senior Service Delivery Analysts on complex Managed Services engagements
  • 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 Products or Client Facing teams
  • 1-2 years of Project Coordination and/or Management experience
  • Salesforce Administrator Certification (desirable)
  • Strong aptitude for technology and data
  • Curiosity and problem solving skills
  • Excellent written and verbal communication skills (English)
  • 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

48 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!

How to Apply

To apply, fill out the online application (attaching CV). Please contact jobs@verasolutions.org with any additional questions.

What makes Vera such a great place to work?

Our Values

In everything we do, we’re guided by our core values: Excellence, Sustainability, Teamwork, Leadership, and Impact

Our Mission

As a certified B Corporation, we meet the highest social and environmental standards in pursuit of our mission.

Our Global Team

Our wonderfully diverse team spans 5 continents and speaks more than 15 different languages.

Growth Opportunities

We are invested in and committed to making training, learning, and development one of Vera’s signature strengths.

Diversity & Inclusion

We value our culture of diversity and inclusion in the workplace. We bring our full selves to work and position each other to thrive.

Rising Leaders Program

We run an annual leadership development initiative for emerging leaders at Vera.