Description
Senior Customer Operations Data Analyst - hybrid role based in Lexington, MA
About Mimecast
The work people build is worth protecting, and it's harder to protect than it used to be. AI agents now move at machine speed with human-level access, and a small slip-up can become a very public one. We disrupt cybercriminal activity before that happens. We think fast, go big, and always demand more of ourselves. We work hard, deliver, and repeat. We grow with real determination and put success well within reach. We push each other to be better and expect to be pushed back, in a community built on respect, where everyone is counted. Work Protected.
Overview
As the analytical backbone of our Customer Experience & Delivery (CxD) organization, you’ll provide the insight that helps leaders across Support, Professional Services, Customer Success, and Renewals make better decisions. You’ll own metrics and reporting for each function, identify risk across the customer base, and deliver timely analysis of operational performance, customer cohorts, process bottlenecks, and emerging issues.
You’ll partner closely with CxD leaders to turn ambiguous business questions into clear, actionable insights. You’ll also work alongside Mimecast’s corporate AI team and CxD’s AI initiatives to define success measures and evaluate the customer and operational impact of AI-driven tools. This highly visible senior individual contributor role is suited to someone equally comfortable building recurring dashboards and pressure-testing a hypothesis with ad hoc SQL.
This role reports to a Manager or Director within CxD Operations & Analytics and is remote or hybrid in line with Mimecast’s location policy.
What You'll Do
- 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
What You'll Bring
- 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
- Hands-on experience with 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
- Familiarity with AI and machine learning concepts, including partnering with data science or AI teams to define and track success metrics, is advantageous
- Experience in SaaS, cybersecurity, or enterprise technology, particularly building customer health scores or churn and renewal risk models, is advantageous
- Familiarity with workflow automation and self-service BI adoption practices is advantageous
The base salary range for this position is $124,000−$186,000 plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.
#LI-ND1
Belonging at Mimecast
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.
We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.
If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing careers@mimecast.com.
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.