About the Role:

Grade Level (for internal use):

Job Title: Customer Health & Process Optimization Specialist

Job Overview:

The Customer Health Process Manager will play a pivotal role within the Customer Excellence organization, ensuring the development, implementation, and continuous improvement of customer health scoring processes. This position will work closely with internal stakeholders as well as external vendors to build and maintain a Customer Success (CS) platform, while also providing internal teams with the necessary training and support. The role will require regular reporting and analysis to drive customer satisfaction, retention, and overall success. The role will also have a focus on enhancing team’s operational efficiency, ensuring customers are consistently engaged throughout their lifecycle.

Key Responsibilities:

Customer Health Scoring Management:

Design, create, and continuously enhance the customer health score framework.

Regularly review and update health scoring metrics to ensure alignment with Customer Success needs and business objectives.

Monitor customer health trends and proactively recommend actions to improve customer success outcomes.

CS Platform Development & Maintenance:

Partner with external vendors to build, maintain, and improve the Customer Success platform, ensuring it supports the evolving needs of the organization.

Ensure the platform integrates effectively with other tools and systems used by the Customer Excellence team.

Troubleshoot and resolve platform-related issues, ensuring minimal disruption to daily operations.

Training and Support:

Develop and deliver comprehensive training programs for internal Customer Success teams to ensure effective use of the CS platform and health scoring tools.

Provide ongoing support and guidance to internal teams, helping them interpret customer health data and take proactive actions.

Reporting & Analysis:

Generate regular reports and dashboards on customer health metrics, identifying key trends, risks, and opportunities.

Present findings to internal stakeholders, including senior leadership, to drive informed decision-making around customer retention and satisfaction.

Continuously refine reporting processes to enhance data accuracy, clarity, and strategic value.

Cross-Functional Collaboration:

Collaborate with the wider Customer Excellence teams, Commercial, Marketing, Product, and other internal teams to ensure alignment on customer health initiatives and foster a customer-centric approach.

Work with the Customer Success leadership team to define success metrics and develop strategies for improving customer health scores.

Continuous Improvement:

Regularly assess customer health processes, tools, and training to identify opportunities for improvement.

Keep up with industry trends and best practices in customer health and success management, incorporating new ideas to optimize performance.

Qualifications:

Education:Bachelor’s degree in Business, Marketing, Customer Success, or related field (or equivalent experience).

3+ years of experience in Customer Success, Customer Operations, or related areas, with a focus on process management or customer health.

Experience working with customer success platforms (e.g., Gainsight, Totango, etc.) and understanding of health scoring methodologies.

Strong analytical skills with the ability to interpret customer data and generate actionable insights.

Proven track record of working with external vendors and managing platform development or integration projects.

Excellent communication skills, with the ability to train and support internal teams at various levels.

Ability to manage multiple projects simultaneously and work collaboratively across different teams.

Experience in customer success management or operations within a SaaS environment.

Skills:

Strong problem-solving skills and a proactive mindset.

Ability to manage cross-functional projects and collaborate effectively with different teams.

Strong communication skills, with the ability to clearly convey ideas and solutions to stakeholders.

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_%20English_formattedESQA508c.pdf

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20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)

Customer Health & Process Optimization Specialist

S&P Global

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