Description
Principal, Tech Custmr Success
Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.
Our Clinical Development model brings the customer and the patient to the center of everything that we do. We are continuously looking for ways to simplify and streamline our work to not only make Syneos Health easier to work with, but to make us easier to work for.
Whether you join us in a Functional Service Provider partnership or a Full-Service environment, you’ll collaborate with passionate problem solvers, innovating as a team to help our customers achieve their goals. We are agile and driven to accelerate the delivery of therapies, because we are passionate to change lives.
Discover what our 29,000 employees, across 110 countries already know:
WORK HERE MATTERS EVERYWHERE
Why Syneos Health
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We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
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We are committed to our Total Self culture – where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people.
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We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives – we’re able to create a place where everyone feels like they belong.
Job Responsibilities
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Provide analysis and strategic insight to operational and business development teams necessary to support the use of Syneos technology solutions to drive value and success across multiple business units (clinical, commercial, etc.).
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Assist in providing information to the STS organization to identify emerging customer (internal and external) needs and alignment of current solutions to those needs.
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Analyze market trends and customer feedback to develop and support the implementation of technology-product driven strategies to drive business growth and operational excellence across Syneos Health businesses.
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Develop and nurture strategic relationships with internal stakeholders and key external customers to maximize product-driven value. Act as a trusted advisor, understanding their business objectives and aligning them with product capabilities to drive adoption and long-term engagement. Lead high-impact communication initiatives that ensure stakeholders are informed, supported, and able to fully leverage the value of Syneos Health technology products.
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In collaboration with product teams, support training and onboarding of product users to streamline pathways to success and continually refine engagement approaches.
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Manage communication with internal and external product users, ensuring a communication pathway to product teams and streamlining the addressing of issues and needs through feedback focused on improvement of products and solutions.
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Support the initial implementation, pilot, and pre-release implementation and usage of products with internal and external users in collaboration with operational teams to support the development of operational and execution strategies upon full product release.
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Utilize customer feedback, strategic insights, and detailed requirements to proactively collaborate with product teams. Influence product development cycles to ensure that offerings align with both immediate and future customer needs. Advocate for customers by translating their tactical and strategic priorities into actionable product enhancements, driving continuous improvement and alignment with evolving market demands
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Support the tracking of Customer Success, ROI, and KPI tracking initiatives related to products for both internal and external usage.
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Work collaboratively with other teams to onboard new products and services that will benefit business growth.
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Mentor, coach, and inspire junior level team members.
QUALIFICATION REQUIREMENTS
Bachelor’s degree in business, Life Sciences, or Technology, or equivalent experience
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Experience in a technology-focused Customer Success role, preferably in the Life Sciences or a related field.
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Self-starter who is proactive in their interactions and demonstrates excellent follow-through.
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Excellent verbal and written communication skills to effectively interact with both external customers and internal teams,
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Ability to quickly identify issues and develop effective solutions.
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Technical skills required, as they relate to the use of the product or service
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Experience with utilization of technology, data, and analytics within the Life Sciences and Healthcare markets, including general technical aptitude and experience
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Accountability and personal organization are essential
Get to know Syneos Health
Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.
No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.
http://www.syneoshealth.com
Additional Information
Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees. The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.
Summary
The Principal, Tech Customer Success Analyst focuses on ensuring Syneos Health technology products and services can be leveraged effectively and provide value to both internal and external end-users and customers. This role is essential for driving customer satisfaction, reducing churn, and ensuring that customers derive maximum value from the company’s offerings.
