Customer Success Sr. Analyst

About the Role :

Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.

Grade Level (for internal use) : 08

The Team :

The KY3P Customer Excellence Team is seeking a high-energy, detail-driven, and personable Customer Success, Sr. Analyst to help our clients get the most value out of our services and have a great customer experience.

Responsibilities and Impact :

As a Customer Success Sr. Analyst for KY3P, you will play a pivotal role in ensuring our customers achieve maximum value from our products and services.

You will be responsible for developing and nurturing long-term relationships with our clients, serving as their trusted advisor and advocate within the company.

Your primary objective will be to drive customer satisfaction, retention, and expansion by understanding their unique needs and aligning our solutions to help them achieve their goals.

• Customer Relationship Management : Responsible for being the single point of contact (SPOC) for assigned customers and building strong, trusted relationships with key stakeholders at client organizations, including executives, managers, and end-users.
• Onboarding : Guide customers through the onboarding process, ensuring a smooth and successful understanding of our products / services by partnering with our Implementation and Demand & Consumption counterparts.
• Training and Education : Provide training sessions and educational resources to ensure customers are proficient in using our products / services effectively.
• Proactive Support : Anticipate customer needs and proactively address issues or concerns to ensure a positive experience and prevent churn.
• Account Growth : Identify opportunities for upselling or cross-selling additional products / services to existing customers based on their evolving needs and usage patterns.
• Customer Feedback : Gather feedback from customers and communicate insights internally to drive product improvements and enhance the overall customer experience.
• Renewal Management : Own the renewal process for assigned accounts, working closely with the sales team to secure renewals and mitigate churn risks.

Compensation / Benefits Information : (This section is only applicable to US candidates)

S&P Global states that the anticipated base salary range for this position is $45,790 to $75,423. Final base salary for this role will be based on the individual's geographic location, as well as experience level, skill set, training, licenses, and certifications.

In addition to base compensation, this role is eligible for an annual incentive bonus.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.

What We're Looking For :

Basic Required Qualifications :

• Bachelor's degree in Business Administration, related field, or gained experience.
• 1-3 years of proven experience in a customer-facing role, such as Customer Success Associate / Manager, Account Manager, or similar position.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels.
• Excellent problem-solving abilities, with a proactive and solution-oriented mindset.
• Familiarity with CRM software (e.g., Salesforce) and customer support tools is preferred.
• Experience in Third-Party Risk Management (TPRM) is a plus.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Skilled in Microsoft Suite, especially PowerPoint and Excel.

Right to Work Requirements :

This role is limited to persons with indefinite right to work in the United States.

Return to Work :

Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative, Restart, we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.

About S&P Global Market Intelligence :

At S&P Global Market Intelligence, a division of S&P Global, we understand the importance of accurate, deep, and insightful information.

Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

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.

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.

Job ID : 303828

Posted On : 2024-06-29

Location : Dallas, Texas, United States

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