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.