Technical Customer Success Analyst- US Based (Hybrid)

Technical Customer Success Analyst- US Based (Hybrid)

Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.

Our Clinical Solutions team members act with a drug development mindset, applying their years of experience and deep expertise to truly understand customer needs and represent those in the solutions we shape.

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 deliver – for one another, our customers, and, most importantly, for those in need.

Discover what your 25,000 future colleagues already know:

Why Syneos Health
• 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.
• We are committed to building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life. 
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress. 

Job Responsibilities

The Tech Customer Success Analyst II ensures that Syneos Health technology products and services can be leveraged effectively and provide value to both internal and external end-users and customers.

Responsibilities

• Assist operational and business development teams in understanding and using Syneos technology solutions effectively within a specific business area. Provide basic guidance and support to ensure appropriate usage of the products. (e.g. clinical, commercial, etc.).
• Provide data and information to more senior customer success analysts and other teams to identify emerging customer (internal and external) needs and alignment of current solutions to those needs.
• Develop relationships with internal technology product users and external customers, where appropriate, to facilitate product-driven value.
• In collaboration with product teams, support training and onboarding of product users to streamline pathways to success and continually refine engagement approaches.
• 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.  
• Review, organize, and provide customer feedback, information, and requirements in regard to product usage and provide it to product teams for continuous improvement.
• Track Customer Success, ROI, and KPI initiatives related to supported products for both internal and external usage.
• Work collaboratively with other teams to onboard new products and services that will benefit business growth.

Qualifications

• Bachelor’s degree in business, Life Sciences, or Technology, or equivalent experience
• Experience in a technology-focused Customer Success role, preferably in the Life Sciences or a related field.
• Self-starter who is proactive in their interactions and demonstrates excellent follow-through.
• Excellent verbal and written communication skills to effectively interact with product users
• Experience with technology and/or the life sciences market strongly preferred.
• 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.

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 Tech Customer Success Analyst II ensures that Syneos Health technology products and services can be leveraged effectively and provide value to both internal and external end-users and customers.