Senior Customer Insights & Ops Data Analyst

Mimecast; Lexington (VA); Hybrid; USD 124,000 - 186,000; Full time

Job summary

Mimecast is seeking a Senior Customer Operations Data Analyst to serve as the analytical backbone of the CxD organization. This hybrid role is based in Lexington, MA and owns dashboards, metrics, and risk assessment across Support, Professional Services, Customer Success, and Renewals.

You will partner with CxD leaders and the corporate AI team to define success measures, validate data from Salesforce, Gainsight, Zendesk, and Snowflake, and deliver timely analyses.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Extensive experience delivering data analysis and operations analytics in a complex environment.
• Advanced SQL and cloud data warehouse experience (Snowflake, Redshift, BigQuery).
• Experience with Tableau, Power BI, or Looker.
• Hands-on experience with CRM/CS platforms (Salesforce, Gainsight, Zendesk, ServiceNow).
• Strong Excel/Sheets skills with pivot tables and complex formulas.

Responsibilities

• Design, build, and maintain dashboards for Support, Professional Services, Customer Success, and Renewals.
• Analyze usage, engagement, and financial data to identify at-risk accounts and trends.
• Deliver deep-dive analyses with clear findings and actionable recommendations.
• Partner with CxD leaders to define KPIs and translate questions into structured analyses.
• Ensure data integrity across systems like Salesforce, Gainsight, Zendesk, and Snowflake.

Skills

SQL

Dashboards

BI Tools

Stakeholder Communication

Python/R

Data Modeling

Education

Bachelor's degree or equivalent in Business, Data Analytics, Statistics, Economics, or related field

Tools

Snowflake

Redshift

BigQuery

Tableau

Power BI

Looker

Salesforce

Gainsight

Zendesk

ServiceNow

Excel/Sheets

Job description

Mimecast is seeking a Senior Customer Operations Data Analyst to serve as the analytical backbone of the CxD organization. This hybrid role is based in Lexington, MA and owns dashboards, metrics, and risk assessment across Support, Professional Services, Customer Success, and Renewals.

You will partner with CxD leaders and the corporate AI team to define success measures, validate data from Salesforce, Gainsight, Zendesk, and Snowflake, and deliver timely analyses.