Customer Operations Senior Specialist

S&P Global; Meerut; On-site; INR 12,00,000 - 15,00,000; Full time

Job summary

A global financial services company is looking for a Customer Operations Senior Specialist to enhance customer success processes and team efficiency. This role involves training Customer Success Managers, optimizing workflows, and collaborating with various departments to align objectives. The ideal candidate should have a Bachelor's degree and over 5 years of relevant experience. Proficiency in Salesforce and strong communication skills are essential. This position offers the opportunity to impact customer experience positively while working in a dynamic environment.

Qualifications

• 5+ years of experience in customer success, customer operations, or similar roles.
• Strong familiarity with customer success metrics and process automation.

Responsibilities

• Support execution and monitoring of customer success workflows.
• Facilitate process optimization to improve productivity.
• Coordinate collaboration across teams to align efforts.
• Provide training and development for Customer Success Managers.
• Maintain accurate documentation of workflows and processes.
• Lead implementation of new initiatives and processes.

Skills

Project management and organizational skills

Understanding of customer excellence requirements

Coordination of cross-functional teams

Excellent communication and interpersonal skills

Proficiency in customer success tools

Problem-solving and analytical skills

Ability to manage multiple priorities

Education

Bachelor’s degree in Business, Marketing, or related field

Tools

Salesforce

Gainsight

Microsoft Office Suite

Job description

About the Role

Grade Level (internal use): 11

Job Overview

The Customer Operations Senior Specialist will work closely with Customer Success Managers (CSMs) and cross‑functional teams to ensure the effective execution of customer operations processes. This role will involve coordinating the day‑to‑day operations of the customer success team, supporting process documentation, and providing training to ensure continuous team development. You will also assist with reporting, process improvements, and the successful implementation of customer success initiatives.

Key Responsibilities

• Customer Operations Process Execution
  • Support the execution and monitoring of customer success workflows, ensuring all tasks are completed efficiently and deadlines are consistently met.
  • Facilitate process optimization efforts to improve team productivity and the customer experience.
• Cross‑Functional Collaboration
  • Coordinate collaboration between Customer Success, Commercial, operational excellence, L&D, Product, and other departments to align customer success efforts with business goals and ensure smooth communication across teams.
• Training & Development
  • Provide continuous training and development opportunities for Customer Success Managers (CSMs) to enhance their skills, effectiveness, and engagement with customers.
  • Develop training materials, resources, and best practices to drive team performance and customer satisfaction.
• Documentation & Reporting
  • Maintain accurate and up-to-date documentation of customer success workflows, processes, and initiatives.
  • Assist with the creation of regular reports on customer success performance, including key metrics, customer feedback, and operational improvements.
• Implementation & Execution
  • Lead or assist with the implementation of new customer success initiatives, processes, or tools, ensuring they are executed successfully across the team.
  • Support the execution of scalable customer success programs, ensuring alignment with business objectives and customer needs.

Qualifications

• Education: Bachelor’s degree in Business, Marketing, or related field (or equivalent work experience).
• Experience: 5+ years of experience in customer success, customer operations, or similar roles.
• Skills
  • Strong project management and organizational skills.
  • Deep understanding of customer excellence requirements and processes.
  • Ability to coordinate cross‑functional teams and ensure alignment across multiple departments.
  • Excellent communication and interpersonal skills.
  • Proficiency in customer success tools (e.g., Salesforce, Gainsight) and Microsoft Office Suite (Excel, PowerPoint).
  • Strong problem‑solving and analytical skills.
  • Ability to work in a fast‑paced, dynamic environment and manage multiple priorities effectively.
• Desirable: Familiarity with customer success metrics, customer operations, process automation, and data analysis.

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: [e-mail].