Customer Analytics

**About the Role**:
**Grade Level (for internal use)**: 10
**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, Salesforceetc. ) 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.
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 wh