Grade Level (for internal use):
Job Title: Customer Analytics / Customer Data and Analytics Specialist
Job Overview:
The Customer Analytics Specialist will be responsible for developing, tracking, and analyzing key metrics to evaluate the effectiveness of customer success programs. The role will focus on using data insights to inform decision-making, identify areas for improvement, and provide actionable recommendations to enhance customer satisfaction and retention. This position will be pivotal in leveraging data to optimize customer success strategies and drive measurable business outcomes.
Key Responsibilities:
Metric Development & Tracking:
Establish and track key performance indicators (KPIs) to measure the success of customer success initiatives, including Adoption rate, Monthly active usage (MAU), Training satisfaction score, Customer Satisfaction (CSAT)…etc..
Design and implement reporting systems that capture and monitor data related to customer success, ensuring accurate and timely insights for stakeholders.
Data Analysis & Decision Support:
Analyze large sets of customer data to identify trends, patterns, and opportunities for improvement in customer success strategies.
Use data-driven insights to support decision-making across the customer success team and other departments, ensuring alignment with business objectives.
Actionable Insights & Recommendations:
Craft actionable insights from data analysis, providing clear, data-backed recommendations for improvements in customer engagement, retention, and success.
Develop action plans based on data insights, collaborating with the Customer Success team and other departments to drive continuous improvement.
Reporting & Communication:
Create and deliver regular reports on customer success performance, highlighting key metrics, trends, and areas requiring attention.
Present data insights and findings to stakeholders, ensuring clear communication of key messages and strategic recommendations.
Continuous Improvement:
Continuously monitor the effectiveness of customer success initiatives using data, adjusting strategies and processes based on findings to optimize performance.
Stay current with industry trends, best practices, and emerging tools to enhance data analytics capabilities within the team.
Qualifications:
Education: Bachelor’s degree in Data Science, Business Analytics, Statistics, or a related field (or equivalent work experience).
Experience: 3+ years of experience in data analytics, customer success analytics, or a similar role, with a strong focus on driving business outcomes through data insights.
Skills:
Strong proficiency in data analysis tools and platforms (e.g., Excel, SQL, Tableau, Power BI, or other analytics tools).
Excellent understanding of customer success metrics and KPIs.
Ability to analyze complex data and translate findings into actionable insights.
Experience in building and maintaining reporting systems that track key business metrics.
Strong problem-solving skills with a data-driven approach.
Ability to communicate complex data insights clearly to non-technical stakeholders.
Experience with customer success platforms (e.g., Gainsight, Salesforce…etc.) is a plus.
Desirable: Familiarity with advanced data analytics techniques, predictive modeling, or machine learning.
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
Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
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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_ English_formattedESQA508c.pdf
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