Service Delivery Analyst (2023-24 Fellowship)
- Location: Cape Town
- Check out our values-driven benefits below!
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.
You’ll join as part of Vera’s 2023-24 Fellowship cohort, providing you with a support network to ensure accelerated growth, ongoing learning opportunities, leadership development, and mentorship from leaders within Vera.
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
The 2023-24 Fellowship will kick off in June with a comprehensive virtual onboarding and training program. Through a mix of dynamic sessions, technical trainings, and team-building activities, you will gain a holistic understanding of Vera’s work, meet with teammates around the globe, and work in groups to apply your learnings through an intensive case study exercise.
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.
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!
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.
How to Apply
To apply, fill out the online application (attaching CV). Please contact [email protected] with any additional questions.
