Mako Financial Technologies

Business Analyst

• Serve as a primary point of contact for clients during the discovery and change request drafting process
• Facilitate discovery sessions to understand business goals, pain points, and desired outcomes
• Translate client needs into structured, detailed business requirements
• Draft, refine, and finalize Statements of Work for change requests, ensuring clarity, accuracy, and feasibility
• Collaborate with product, engineering, and Post-Launch Engineering teams to validate requirements, estimate effort, and confirm technical viability
• Maintain consistency in documentation standards, templates, and approval workflows
• Ensure SOWs reflect realistic timelines, dependencies, and assumptions
• Partner with Customer Success Managers to understand account context and strategic priorities
• Work with internal stakeholders to assess impact, risks, and resource needs for proposed changes
• Communicate requirements and scope clearly to internal teams to support successful project delivery
• Other tasks as required

Customer Success Business Analyst

• Supporting (and eventually leading) Business Process Reviews (BPRs) with clients to map their current workflows ("As-Is") against Mako’s platform capabilities ("To-Be")
• Acting as the bridge between Sales/Proposal and the Implementation phase to ensure no requirements are lost in transition
• Assessing, researching, analyzing and documenting sponsor/stakeholder needs
• Translate client business needs into clear, technical requirements that the Solutions Engineering and Product teams can execute without ambiguity
• Identify and document where client needs differ from standard product capabilities, proposing creative workarounds or identifying items for custom development
• Building relationships and supporting client discussions by taking meticulous notes, tracking action items, and ensuring no detail is lost in transition
• Developing process maps, data flow diagrams, and requirement traceability matrices that serve as the “Source of Truth” for the project team
• Drafting Statements of Work (SOW): Owning the initial drafting and refinement of SOWs
• Collaborate with Solutions Engineers, product, and engineers to validate requirements, estimate effort, and confirm technical viability

Junior Business Analyst

Engineer

• Assist the customer success team in analyzing and implementing client requirements by writing JSON templates to encode form logic, and adjusting PDF forms to match JSON templates.
• Act as the first point of contact for all in-bound communication from post-launch clients.
• Support clients by analyzing any technical issues and bug reports.
• Contribute to Mako’s success with documentation, recommendations on process improvements, and recommendations on new product features.