Customer Operations Senior Specialist

The Customer Operations Senior Specialist at S&P Global will support Customer Success Managers (CSMs) and cross-functional teams to ensure the effective execution of customer operations processes. This role involves coordinating day-to-day operations, supporting process documentation, and providing training for continuous team development. You will also assist with reporting, process improvements, and the successful implementation of customer success initiatives to enhance team productivity and the overall customer experience.

Must Have

• Support the execution and monitoring of customer success workflows
• Facilitate process optimization efforts
• Coordinate collaboration between Customer Success, Commercial, operational excellence, L&D, Product, and other departments
• Provide continuous training and development opportunities for Customer Success Managers (CSMs)
• Develop training materials, resources, and best practices
• Maintain accurate and up-to-date documentation of customer success workflows, processes, and initiatives
• Assist with the creation of regular reports on customer success performance
• Lead or assist with the implementation of new customer success initiatives, processes, or tools
• Support the execution of scalable customer success programs
• Bachelor’s degree in Business, Marketing, or related field (or equivalent work experience)
• 5+ years of experience in customer success, customer operations, or similar roles
• Strong project management and organizational skills
• Deep Understanding of customer excellence requirements and processes
• Ability to coordinate cross-functional teams and ensure alignment across multiple departments
• Excellent communication and interpersonal skills
• Proficiency in customer success tools (e.g. Salesforce, Gainsight)
• Proficiency in Microsoft Office Suite (Excel, PowerPoint)
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively

Good to Have

• Familiarity with customer success metrics
• Familiarity with customer operations
• Familiarity with process automation
• Familiarity with data analysis

Perks & Benefits

• Health care coverage designed for the mind and body
• Generous time off
• Access to a wealth of resources to grow your career and learn valuable new skills
• Competitive pay
• Retirement planning
• Continuing education program with a company-matched student loan contribution
• Financial wellness programs
• Family friendly perks for partners and little ones
• Retail discounts
• Referral incentive awards

About the Role:

Grade Level (for internal use): 11

Job Overview:

The Customer Operations Senior Specialist will work closely with Customer Success Managers (CSMs) and cross-functional teams to ensure the effective execution of customer operations processes. This role will involve coordinating the day-to-day operations of the customer success team, supporting process documentation, and providing training to ensure continuous team development. You will also assist with reporting, process improvements, and the successful implementation of customer success initiatives.

Key Responsibilities:

• Customer Operations Process Execution:
• Support the execution and monitoring of customer success workflows, ensuring all tasks are completed efficiently and deadlines are consistently met.
• Facilitate process optimization efforts to improve team productivity and the customer experience.
• Cross-Functional Collaboration:
• Coordinate collaboration between Customer Success, Commercial, operational excellence, L&D, Product, and other departments to align customer success efforts with business goals and ensure smooth communication across teams.
• Training & Development:
• Provide continuous training and development opportunities for Customer Success Managers (CSMs) to enhance their skills, effectiveness, and engagement with customers.
• Develop training materials, resources, and best practices to drive team performance and customer satisfaction.
• Documentation & Reporting:
• Maintain accurate and up-to-date documentation of customer success workflows, processes, and initiatives.
• Assist with the creation of regular reports on customer success performance, including key metrics, customer feedback, and operational improvements.
• Implementation & Execution:
• Lead or assist with the implementation of new customer success initiatives, processes, or tools, ensuring they are executed successfully across the team.
• Support the execution of scalable customer success programs, ensuring alignment with business objectives and customer needs.

Qualifications:

• Education: Bachelor’s degree in Business, Marketing, or related field (or equivalent work experience).
• Experience: 5+ years of experience in customer success, customer operations, or similar roles.
• Skills:
• Strong project management and organizational skills.
• Deep Understanding of customer excellence requirements and processes.
• Ability to coordinate cross-functional teams and ensure alignment across multiple departments.
• Excellent communication and interpersonal skills.
• Proficiency in customer success tools (e.g. Salesforce, Gainsight..etc.) and Microsoft Office Suite (Excel, PowerPoint).
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Desirable: Familiarity with customer success metrics, Customer operations, process automation, and data analysis.

About S&P Global Energy

At S&P Global Energy, our comprehensive view of global energy and commodities markets enables our customers to make superior decisions and create long-term, sustainable value. Our four core capabilities are: Platts for news and pricing; CERA for research and advisory; Horizons for energy expansion and sustainability solutions; and Events for industry collaboration.

S&P Global Energy is a division of S&P Global (NYSE: SPGI). S&P Global enables businesses, governments, and individuals with trusted data, expertise, and technology to make decisions with conviction. We are Advancing Essential Intelligence through world-leading benchmarks, data, and insights that customers need in order to plan confidently, act decisively, and thrive economically in a rapidly changing global landscape. Learn more at www.spglobal.com/energy.

What’s In It For You?

Our Mission:

Advancing Essential Intelligence.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf

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20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.2 - Middle Professional Tier II (EEO Job Group)