Senior Customer Operations Data Analyst
Core
Provide analytical backbone for Customer Experience & Delivery (CxD) organization by owning metrics, reporting, and risk identification across Support, Professional Services, Customer Success, and Renewals functions.
Role type
Senior individual contributor data analyst (customer operations)
Builds
Recurring dashboards, risk-scoring models, and self-service analytics for CxD leadership
Domain
SaaS cybersecurity / Customer Operations
Deliverable
dashboards & analysis
Required skills
Advanced SQL, Cloud data warehousing (Snowflake/Redshift/BigQuery), BI/Visualization (Tableau/Power BI/Looker), CRM/CS platforms (Salesforce/Gainsight/Zendesk/ServiceNow), Advanced Excel/Sheets, Data modeling, KPI definition
Preferred skills
Python/R for statistical analysis, AI/ML concepts, SaaS/cybersecurity domain expertise, Workflow automation
Responsibilities
Design and maintain recurring dashboards for SLA, CSAT, ticket volume, and retention metrics; Analyze usage and financial data to identify at-risk accounts and refine risk models; Partner with CxD leaders to translate business questions into structured analyses; Validate data integrity across Salesforce, Gainsight, Zendesk, ServiceNow, and Snowflake; Automate reporting and develop self-service analytics tools; Collaborate with corporate AI teams to define success metrics for AI-driven tools.
Seniority
Senior, hands-on IC
