Hiring: Senior Customer Operations Data Analyst Company: Mimecast Location: Massachusetts, United States Job Posted Time: 2026-09-03 00:09:21 Employment Type: Remote Target Skills & Keywords : BigQuery, Data Warehouse, Machine Learning, Make, Move, Python, R, Redshift, SQL, SaaS, Salesforce, Segment, ServiceNow, Snowflake, Zendesk About the job Required Skills: •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 Qualifications: •A bachelor’s degree in Business, Data Analytics, Statistics, Economics, or a related field, or equivalent practical experience •Substantial experience independently delivering data analysis, business intelligence, or operations analytics in a complex environment, ideally within customer support, customer success, or professional services •Advanced SQL skills and experience querying and modeling large datasets in a cloud data warehouse such as Snowflake, Redshift, or BigQuery •Proficiency with a BI and visualization platform such as Tableau, Power BI, or Looker •Applied hands-on capability in CRM or customer success platforms such as Salesforce, Gainsight, Zendesk, or ServiceNow •Advanced Excel or Google Sheets skills, including pivot tables and complex formulas •Strong business acumen and the ability to translate data into clear, actionable recommendations for non-technical stakeholders •Excellent written and verbal communication skills, with confidence presenting findings directly to functional leaders •The judgment and autonomy to manage multiple concurrent requests and prioritize effectively in a fast-moving environment •Experience using Python or R for statistical analysis, forecasting, or risk and propensity modeling is advantageous Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!