Sr Tech Customer Success Analyst

Sr Tech Customer Success Analyst

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.
 
Every day we perform better because of how we work together, as one team, each the best at what we do. We bring together talented experts across a broad spectrum of business critical corporate functions. Every role plays an essential part in enabling our customers to achieve their goals. Our teams are agile, collaborative, and committed to delivering—for each other, for our customers, and ultimately for the people who rely on the services we support.
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 Senior Tech Customer Success Analyst plays a crucial role by supporting the work that ensures customers achieve their desired outcomes with a company’s products or services. This role is essential for driving customer satisfaction, reducing churn, and ensuring that customers derive maximum value from the company’s offerings.

Job responsibilities

• Provide analysis and 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.).
• Identify and share emerging customer (internal and external) needs to ensure alignment of current solutions to those needs.
• Support the implementation of technology-product driven strategies to drive business growth and operational excellence across Syneos Health businesses.
• Build and maintain relationships with internal technology product users and external customers, where appropriate, to facilitate product-driven value.
• Analyze market trends and customer feedback to inform strategic decision-making.
• In collaboration with product teams, support training and onboarding of product users to streamline pathways to success and continually refine engagement approaches.
• Drive 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 customer feedback, information, and requirements in regard to their strategic and tactical needs, providing feedback to product teams to ensure products and services meet customer long and short-term needs.
• Track and report on customer success, ROI, and KPI tracking initiatives related to products for both internal and external usage.
• Work collaboratively with other teams to onboard new products and services that will benefit business growth.
• May mentor and coach junior level team members.

Participate in day-to-day business discussions with key stakeholders and customers (external and internal) regarding declared and undeclared needs. Capture and document business requirements and translate them into user stories and functional specifications for development.
• Collaborate with internal development teams on new business initiatives, gather and translate requirements, and actively participate in the Software Development Life Cycle (SDLC). Support technical development of reporting, data, and integration requirements.
• Provide support to application build teams, including troubleshooting and debugging.
• Partner with customers and stakeholders on clear expectations for project delivery, including defined requirements, scope alignment, and ongoing validation of deliverables. Capture feedback and re-contract with stakeholders as required.
• Collaborate with quality engineering teams to define test scenarios and assist in testing software applications to ensure it meets specified requirements and identifying issues. Facilitate User Acceptance Testing (UAT).
• Ensure that products and applicati