Description
Syneos Health is seeking a Principal, Tech Customer Success to provide analysis and strategic insight to operational and business development teams. The successful candidate will assist in providing information to the STS organization to identify emerging customer needs and alignment of current solutions to those needs.
Responsibilities:
- 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.
- Assist in providing information to the STS organization to identify emerging customer needs and alignment of current solutions to those needs.
- 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.
- Develop and nurture strategic relationships with internal stakeholders and key external customers to maximize product-driven value.
- 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.
- Support the initial implementation, pilot, and pre-release implementation and usage of products with internal and external users in collaboration with operational teams.
- Utilize customer feedback, strategic insights, and detailed requirements to proactively collaborate with product teams and influence product development cycles.
- Support the tracking of 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.
- Mentor, coach, and inspire junior level team members.
Qualification Requirements:
- 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 both external customers and internal teams.
- Ability to quickly identify issues and develop effective solutions.
- Technical skills required, as they relate to the use of the product or service.
- Experience with utilization of technology, data, and analytics within the Life Sciences and Healthcare markets, including general technical aptitude and experience.
- Accountability and personal organization are essential.