Senior 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 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 jobs@verasolutions.org 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.

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.