Customer Solutions Analyst (US Shift)

About the role

Grade Level (for internal use): 10 The Team: Global Solutions Team - Horizons Energy Expansion/Transition Products The Global Solutions Team for Horizons energy expansion/transition products is a dynamic, highly motivated, and cohesive group dedicated to delivering exceptional client service. Our team is forward-thinking and collaborative, consistently striving to exceed expectations by leveraging our expertise in Energy services. Colleagues, prospects, and clients recognize and value our commitment, which reinforces the positive contributions of each team member. Within this structure, the Horizons Solutions Team serves as a global Product Support arm under, forming the core of the SPGI Energy frontline Customer Experience group. As customer advocates, our specialists work closely with product management and commercial teams to enhance processes and address evolving client needs, ensuring a seamless and impactful customer experience. The Impact: Customer Solutions Analyst (Horizons Energy Expansion/Transition) The Customer Solutions Analyst plays a pivotal role in delivering exceptional value to our clients by providing high-quality technical support across our diverse application portfolio. The CSA works directly with datasets spanning clean energy technology (solar, wind, batteries, etc.), supply and demand dynamics, and financial investment modeling, helping clients navigate the complexities of the energy transition and understand associated risks and opportunities. Our team supports clients through workflow-based presentations and personalized mentoring, ensuring a deep understanding of their needs, workflows, and challenges. Acting as a strong advocate for our customers, the CSA collaborates closely with Product, Commercial, and Marketing teams to ensure client requirements are addressed effectively. Complex Tier 3 issues are escalated to Subject Matter Experts (SMEs) and Product Development Groups for resolution. This position is instrumental in advancing the goals of the Energy division, with a strong focus on customer satisfaction, retention, and business growth.

Responsibilities

• 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.
• Required Qualifications:
• Bachelor's degree in Business, Finance, Economics, or related field is a must, along with at least 5 years of industry experience-preferably within the energy or financial sectors is highly preferred.
• 5 to 7 years of experience in client support and customer success. Proven experience engaging and liaising with senior stakeholders.
• Prior knowledge of the Financial Institutions industry would be an asset.
• Strong analytical and problem-solving skills with experience using support platforms such as Salesforce Service Cloud for case management and client communication.
• Excellent written

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