Senior Service Delivery Analyst
- Location: São Paulo
- Base Salary: R$16,758 per month
- 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 and certified B Corporation, we reinvest a majority of our profits in our growth and continued pursuit of our mission and vision.
Position Overview
The Senior 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.
- Be the Technical backstop for the team.
- 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.
- Identify and develop training modules for the team.
- Assist the Delivery Managers on portfolio allocations and training requirements.
- Drive communication and engagement with clients.
- Collaborate internally to deliver Managed Services engagements from planning to execution.
Qualifications and Experience
Required
- Demonstrate interest in the social sector.
- 5+ years of professional experience in the technology or social impact space.
- 3-5 years of Salesforce Consulting or Administration experience.
- 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 ability to work with large amounts of data.
- Curiosity and problem solving skills.
- Inclination towards working in the Social Impact space.
- Excellent written and verbal communication skills (English and Portuguese)
- 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.
Health Care
Vera is passionate about supporting the health of you and your family. We cover medical insurance premiums, including family coverage, up to a maximum amount.
Wellness Leave
We do not cap sick leave. If you’re sick, we hope you get better!
Sabbatical
To showcase our commitment to employee growth and well-being, Vera offers a paid sabbatical to employees who complete three consecutive years.
Employee Incentive Plan
All employees participate in our Employee Incentive Plan. Employees receive stock options, aligned to their job title and location, as part of their total compensation package.
How to Apply
To apply, fill out the online application (attaching CV). Please contact [email protected] with any additional questions.
Diversity and Inclusion Statement
At Vera we celebrate diversity; not only do we value the diversity of our workforce, we rely on it. Employees with different backgrounds, perspectives, and experiences inform our approach to our work, driving us to ask questions and challenge assumptions, solve problems creatively, and foster strong relationships with each other and our clients. We are committed to a culture of diversity and inclusion in the workplace, in which all of our staff feel safe and thrive.
