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 social impact organizations tackle challenges and achieve greater impact globally. We’re a self-motivated, creative group that encourages 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 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 Managed services and support around their existing data solutions and Products. 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.
Primary Responsibilities:
- Manage a portfolio of clients. Be their trusted partner and lead charge for all service requests and queries
- Serve as the Primary Analyst on Managed Services engagements
- Assist Senior Service Delivery Analysts on complex Managed Services engagements
- Work on Product queries and troubleshooting requests created on the internal Product Support Board
- 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
- Bachelor’s degree or equivalent
- Demonstrate interest in social sector
- 3+ years of professional experience in the technology or social impact space
- 2-3 years of Salesforce Consulting or Administration experience
- Salesforce Administrator Certification
- Prior experience working with Lightning Web Components
- 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
