Customer Solutions Analyst – US Shift

Role Overview

• Deliver expert-level client support for S&P Global's Horizon Group products, specializing in Energy Transition, Sustainability, and Risk Data solutions through multi-channel engagement including phone, email, and direct client consultations – primarily to financial clients.
• Resolve complex technical and workflow challenges by conducting thorough root cause analysis and providing comprehensive solutions while maintaining deep expertise in energy transition methodologies, sustainability frameworks, and data risk assessment protocols.
• Act as primary voice-of-the-customer liaison, partnering with Product, Commercial, Marketing, and Sales Operations teams to identify enhancement opportunities and support strategic customer-facing initiatives.
• Lead knowledge transfer initiatives by training new team members and developing comprehensive workflow documentation while fostering collaborative relationships across Engineering, Product Management, and Development teams.
• Provide critical escalation support during system outages and high-impact incidents, ensuring seamless business continuity and maintaining S&P Global's reputation for exceptional client service excellence.
• Drive continuous improvement in support processes and client satisfaction metrics while staying current with evolving energy transition and sustainability market trends through ongoing professional development and industry engagement.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Business, Finance, Economics, or a related field, along with a minimum of 3 to 5 years of industry experience—preferably within the energy and financial sectors.
• 3 to 5 years of experience in client support, customer success, or technical support roles, preferably within financial services.
• Strong analytical and problem-solving skills with experience using support platforms such as Salesforce Service Cloud, or ServiceNow for case management and client communication.
• Excellent written and verbal communication skills with demonstrated ability to explain complex technical concepts to diverse audiences within Financial Corporates and manage multiple client relationships simultaneously.
• Tech savvy around AI concepts and prompts, and comfortable working in a fast-paced, data-driven working environment.
• Excellent organizational, time and project management skills. Ability to handle multiple projects and priorities in a professional and timely manner.
• Knowledge of using MS Office Suites, Windows operating systems, networking, and internet functionality. Experience using Saleforce.com is an advantage.
• Flexible to work on weekends or public holidays.
• Key soft skills: Strong team player who collaborates effectively with colleagues across different functions and contributes positively to team dynamics.
• Respectful and professional demeanor when interacting with clients, colleagues, and stakeholders at all levels of the organization.
• Customer-focused mindset with patience and empathy when handling challenging client situations.
• Adaptability to learn new products, technologies, and industry developments quickly while supporting team knowledge sharing.
• Experience working in a global, multicultural environment with clients across different time zones.

Tech Stack

• Cloud
• ServiceNow

Benefits

• 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.