Customer Success Platform & Systems, Specialist

Grade Level (for internal use):

The Role: Customer Success Platform & Systems - Specialist

In this role, you will be responsible for designing, implementing, and enabling Client Success solutions, processes, and data, along with administering our Client Success (CS) platform. You will gather and manage data requirements while collaborating with key stakeholders, including senior leadership, to empower our Client Success organization to deliver exceptional value to our clients. You will be tasked with delivering impactful solutions, leveraging your passion for building efficient processes and workflows, optimizing reports, and designing systems to meet business needs.

To thrive in this role, you will utilize your process and data-oriented mindset, along with your passion for customer success, to build out new processes and procedures that enhance operational efficiency. You will combine your operations acumen and analytical skills to maximize the value derived from our client success platform and processes.

Key Responsibilities:

• Support, maintain, and administer the daily operations of our CS platform for the Customer Success Organization and ensuring system performance and user adoption
• Identify new ways to increase automation and efficiency for CS teams, collaborating with cross-functional teams to implement these solutions across processes, systems, and data.
• Manage the implementation of solutions, including data and requirements gathering, design, testing, and continuous improvement.
• Coordinate regularly with internal teams to surface client success data requirements.
• Partner with CS leaders to understand business needs and translate them into system requirements, workflows, and dashboards.
• Design and maintain scalable processes to support data hygiene, automation, and reporting
• Develop and refine customer health scores, alerts, playbooks, and journey workflows
• Surface early risk indicators and create automated CSM workflows to address them
• Create actionable reports and dashboards for internal stakeholders, including senior leadership
• Document systems, processes, and standard operating procedures; ensure they are regularly maintained

Qualifications:

• Bachelor’s degree or equivalent experience
• A strong passion for customer success, operations and designing scalable processes.
• 3+ years of experience in Customer Success Operations, Revenue Operations, or related analytics/strategy roles
• 2+ years of experience administering a CS platform (preferably Gainsight or Salesforce CS tools)
• Demonstrated success designing processes, workflows, and reports to support customer-facing teams
• Strong analytical skills with ability to translate data into insights and action
• Proficiency with Salesforce, Gainsight, or similar platforms
• Strong project management, documentation, and stakeholder communication skills

Preferred Qualifications:

• Gainsight Admin Certification (NXT or SFDC)
• Salesforce Admin Certification
• Familiarity with Agile methodology
• Experience building health scores, journey maps, and success playbooks

About S&P Global Commodity Insights
At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.

We’re a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition, S&P Global Commodity Insights’ coverage includes oil and gas, power, chemicals, metals, agriculture and shipping.

S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today.
For more information, visit http://www.spglobal.com/commodity-insights.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

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. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. 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 [email protected]. 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.