Customer Success Business Analyst
Mako Financial Technologies
full-time
Posted on:
Location Type: Remote
Location: Canada
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About the role
- 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
Requirements
- Bachelor’s degree with a specialization in Business, Finance, Engineering, Math or Sciences
- 3+ years of experience in the wealth management or banking industry
- 3+ years of experience in business analysis, customer success or technical support
- Experience with JIRA is an asset
- Business Analyst designation – would be an asset
- Knowledgeable on business process modelling, process mapping
- Strong written and verbal communication skills
- Advanced facilitation and presentation skills
- Ability to work independently while being in a team environment
- Strong analytical and problem-solving skills
- Creative thinking with the capacity to manage priorities and problem-solve
- Highly organized with strong time management skills
- Ability to handle multiple concurrent activities and to work successfully under pressure
- Advanced ability to resolve minor conflicts/issues using different tactics prior to escalation.
Benefits
- Gold-plated health and wellness benefits
- Unlimited vacation policy
- High-end Mac or PC laptop
- $1000 budget to outfit your home office
- Equity in a fast-growing company
- Amazing team of intelligent, passionate and friendly individuals who continuously push each other to do better.
- Join a fast-growing fintech company and participate in its long-term success
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
business analysisbusiness process modellingprocess mapping
Soft Skills
strong written communicationstrong verbal communicationadvanced facilitation skillspresentation skillsanalytical skillsproblem-solving skillscreative thinkingtime managementorganizational skillsconflict resolution
Certifications
Business Analyst designation