About the Role:
Grade Level (for internal use):
11
Job Title: Customer Success Content Senior Specialist
Job Overview:
The Customer Success Content Senior Specialist will be an integral member of the Customer Operations team, responsible for enhancing the customer experience through strategic content development and innovative initiatives. This role will focus on creating comprehensive playbooks for implementing the CX journey as designed by the CX design team, while also ensuring that the internal team is trained on processes, technologies, and the content created.
Key Responsibilities:
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Content Development and Management:
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Develop and manage a comprehensive library of customer success content, including onboarding materials, training guides, FAQs, and best practice resources tailored to various customer segments.
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Create engaging and informative content that reflects the customer journey, ensuring alignment with the CX strategies designed by the CX design team.
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Initiative Creation:
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Lead the development of new initiatives aimed at improving customer engagement and satisfaction, leveraging insights from customer feedback and industry best practices.
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Collaborate with the Customer Success team to brainstorm and implement innovative strategies that enhance the overall customer experience.
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Playbook Creation:
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Design and create detailed playbooks that outline the steps for implementing the CX journey, ensuring clarity and consistency in execution across teams.
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Work with the CX design and the Customer Success teams to incorporate their vision into actionable playbooks that guide the Customer Success team in delivering exceptional customer experiences.
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Training and Support:
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Develop and conduct training programs for the internal team on processes, technologies, and the content created, ensuring they are equipped with the knowledge and tools to succeed.
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Provide ongoing support and resources to team members to foster a culture of continuous learning and improvement.
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Technology Integration and Automation:
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Oversee the implementation and optimization of customer success tools and platforms, ensuring they support customer success workflows effectively.
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Identify opportunities for automation to streamline processes, enhance tracking, and improve reporting capabilities.
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Performance Tracking and Reporting:
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Establish metrics to measure the effectiveness of customer success content and initiatives, using data to drive continuous improvement.
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Analyze feedback and performance data to refine content strategies and operational processes.
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Customer Engagement and Feedback:
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Create engaging content that fosters communication and connection with customers, including newsletters, updates, and success stories.
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Gather and analyze feedback to inform content development and operational enhancements.
Qualifications:
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Education: Bachelor’s degree in Business, Marketing, communications or related field (or equivalent work experience).
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Experience: 3 - 5 years of experience in customer success, content management, customer operations, or similar roles.
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Skills:
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Strong understanding of customer success tools and platforms (e.g., CRM software, automation tools) as well as customer excellence requirements and processes.
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Familiarity with automation tools and customer success metrics.
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Excellent writing, editing, and communication skills.
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Proven ability to work collaboratively in a team environment and manage multiple projects simultaneously.
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Experience in training and supporting team members on technology usage.
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Strong project management and organizational skills.
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Ability to coordinate cross-functional teams and ensure alignment across multiple departments.
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Proficiency in customer success tools (e.g., Salesforce, Gainsight, etc.) and Microsoft Office Suite (Excel, PowerPoint).
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Strong problem-solving and analytical skills.
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Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
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Experience in a technology-driven environment.
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Creative problem-solving skills and a proactive approach to identifying opportunities for improvement.
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:
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Health & Wellness: Health care coverage designed for the mind and body.
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Flexible Downtime: Generous time off helps keep you energized for your time on.
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Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
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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.
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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.
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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: [email protected] 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), SLSGRP202.2 - Middle Professional Tier II (EEO Job Group)
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