Director, Tech Customer Success - Client Tech Solutions

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

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• ​Manage teams of Managers and Customer Success Analysts. Responsibilities include line management, performance management, and professional development for those employees along with interviewing and onboarding new team members.
• Provide analysis, insight, 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.).
• Assist in providing information to the STS organization to identify emerging customer (internal and external) needs and alignment of current solutions to those needs.
• Develop and support the implementation of technology-product driven strategies to drive business growth and operational excellence across Syneos Health businesses.
• Manage 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.
• 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 initial implementation, pilot, and pre-release implementation and usage of STS products with internal and external users in collaboration with operational teams to support the development of operational and execution strategies upon full product release.
• Capture customer feedback, information, and requirements regarding their strategic and tactical needs, providing feedback to product teams to ensure products and services meet customer long and short-term needs.
• Support the development and execution of Customer Success, ROI, and KPI tracking 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.

​QUALIFICATION REQUIREMENTS

• Bachelor’s degree in business, Life Sciences, or Technology, or equivalent experience

• Strong experience in a technology-focused Customer Success role, preferably in the Life Sciences or a related field.
• Experience leading a high performing team and working across multiple stakeholders to deliver results while educating and growing team members. Global experience is preferred.
• Excellent verbal and written communication skills to effectively interact with both external customers and internal teams
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Experience working with technology-driven solutions, preferably in healthcare, clinical, or pharmaceutical settings
• Ability to work cross-functionally and manage communication pathways between teams effectively.
• Strategic thinking and problem-solving capabilities, with a focus on customer success.
• Strong project management skills, able to manage multiple initiatives and prioritize effectively.
• Experience with utilization of technology, data, and analytics within the Life Sciences and Healthcare markets, including general technical aptitude and experience
• Ability to adapt in a dynamic and fast-paced environment.

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.