Senior Hybrid Customer Ops Data Analyst

Mimecast; Massachusetts; Hybrid; USD 124,000 - 186,000; Full time

Job summary

Mimecast is seeking a Senior Customer Operations Data Analyst to support the CxD organization from Lexington, MA in a hybrid role. You’ll own dashboards, performance metrics, risk analysis, and collaborate with AI initiatives.

You’ll partner with CxD leaders to translate questions into structured analyses, delivering actionable insights. Strong SQL and data-warehouse expertise are essential for senior-level impact in a fast-moving environment.

Qualifications

• A bachelor’s degree in Business, Data Analytics, Statistics, Economics, or related field, or equivalent practical experience.

Responsibilities

• Design, build, and maintain recurring dashboards and reporting for Support, Professional Services, Customer Success, and Renewals, covering metrics such as SLA and CSAT performance, ticket volume and resolution time, utilization, engagement, and renewal and retention rates
• Analyze usage, support, engagement, and financial data to identify at-risk accounts and segments, refine risk-scoring approaches, and proactively surface emerging trends to CxD leadership
• Deliver timely deep-dive analyses of operational performance, customer cohorts, process bottlenecks, and emerging issues, with clear findings and actionable recommendations
• Partner directly with CxD function leaders to understand evolving data needs, define and refine KPIs, and translate ambiguous business questions into structured analyses
• Mine operational data to identify cross-functional trends and connect insights that individual teams may not see on their own
• Partner with Mimecast’s corporate AI team and CxD AI workstreams to define success metrics, track project performance, and measure the impact of AI-driven tools on customer and operational outcomes
• Validate the accuracy and integrity of data from systems such as Salesforce, Gainsight, Zendesk or ServiceNow, and Snowflake, resolving or escalating quality issues at the source
• Automate recurring reporting and develop self-service analytics that enable CxD teams to answer routine questions independently

Skills

Advanced SQL

BI analytics

Data storytelling

Communication

Prioritization under pressure

Education

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

Tools

Snowflake

Redshift

BigQuery

Tableau

Power BI

Looker

Salesforce

Gainsight

Zendesk

ServiceNow

Python

R

Excel

Google Sheets

Job description

Mimecast is seeking a Senior Customer Operations Data Analyst to support the CxD organization from Lexington, MA in a hybrid role. You’ll own dashboards, performance metrics, risk analysis, and collaborate with AI initiatives.

You’ll partner with CxD leaders to translate questions into structured analyses, delivering actionable insights. Strong SQL and data-warehouse expertise are essential for senior-level impact in a fast-moving environment.