Senior Service Delivery Analyst
- Location: Cape Town (Claremont)
- Annual Base Salary: R672,200
- Check out our values-driven benefits below!
Join us at Vera Solutions, where innovation meets purpose. We’re a forward-thinking tech company dedicated to creating digital solutions that drive significant social change. We run on passion, blending diverse skill sets and experiences with a collective mission to help organizations tackle challenges and achieve greater impact. 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 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
- 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 in 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
This is a full-time position with access to all company benefits. We take care of our employees and their families, by offering competitive benefits, such as:
Paid Time Off
38 days of paid leave each year, including local and company-wide holidays and a December break.
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.
Retirement
Vera offers a retirement plan and contribution matching to all of its employees.
Wellness Leave
We do not cap sick leave. If you’re sick, we hope you get better!
Student Loans
To help employees with outstanding student loans, Vera offers a Student Loan Benefit.
Child Care
In addition to robust paid parental leave, Vera assists with the costs of child care.
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.
Sabbatical
To showcase our commitment to employee growth and well-being, Vera offers a paid sabbatical to employees who complete three consecutive years.
How to Apply
Complete an online application (attaching CV) here.
For additional information, please contact jobs@verasolutions.org
Vera Solutions is committed to fostering a diverse and inclusive environment and encourages applicants from underrepresented backgrounds to apply.
