Senior Customer Ops Analytics Lead

Mimecast Limited; Lexington, Northern (MA, KY); Hybrid; USD 124,000 - 186,000; Full time

Job summary

Mimecast Limited is seeking a Senior Customer Operations Data Analyst for a hybrid role based in Lexington, MA. You will own dashboards and analytics across Support, Professional Services, Customer Success, and Renewals, turning complex data into clear actions for leadership.

You will work with SQL, Snowflake-based data, and BI tools to surface trends, risks, and opportunities, and partner with AI and CX teams to measure impact. Strong communication is essential.

Qualifications

• Bachelor's degree or equivalent practical experience in related fields.
• Substantial experience delivering data analysis, BI, or operations analytics in a complex environment.
• Advanced SQL skills and data warehouse experience (Snowflake/Redshift/BigQuery).
• Proficiency with BI platforms (Tableau/Power BI/Looker).
• Hands-on experience with CRM or CS platforms (Salesforce/Gainsight/Zendesk/ServiceNow).
• Advanced Excel or Google Sheets skills with pivot tables and complex formulas.
• Strong business acumen and ability to translate data into actionable recommendations.
• Excellent written and verbal communication with leadership.
• Experience with Python or R for analytics is advantageous.
• Familiarity with AI concepts and ML project collaboration is advantageous.

Responsibilities

• Design, build, and maintain recurring dashboards and reporting 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 recommendations.
• Partner with CxD leaders to define KPIs and translate questions into analyses.
• Mine data to identify cross-functional trends and insights.
• Collaborate with AI teams to track success metrics and project impact.
• Validate data integrity across Salesforce, Gainsight, Zendesk, ServiceNow, and Snowflake; address quality issues.

Skills

SQL

BI tools

Excel/Sheets

Python or R

CRM platforms

Data storytelling

Communication

Problem solving

AI concepts

SaaS/enterprise tech

Education

Bachelor's degree or equivalent experience

Tools

Snowflake

Redshift

BigQuery

Tableau

Power BI

Looker

Salesforce

Gainsight

Zendesk

ServiceNow

Job description

Mimecast Limited is seeking a Senior Customer Operations Data Analyst for a hybrid role based in Lexington, MA. You will own dashboards and analytics across Support, Professional Services, Customer Success, and Renewals, turning complex data into clear actions for leadership.

You will work with SQL, Snowflake-based data, and BI tools to surface trends, risks, and opportunities, and partner with AI and CX teams to measure impact. Strong communication is essential.