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 applications in development meet the needs of end business users and respond to queries from users.
• Perform data analysis, testing, and reporting. Locate issues before they arise for the user and ensure traceability back to initial requirements and business goals.
• Facilitate communication between technical teams and non-technical business stakeholders to ensure alignment and clarity.
• Incorporate usability and user interface considerations when designing systems.
• Communicate in a clear, concise manner; translate requirements depending on the audience.
• Collaborate with offshore and onsite teams on product and business use cases.

Requirements Elicitation: Identifies and documents emerging business requirements; questions business partner and knowledge worker preferences to identify unique value drivers.
• Requirements Management and Analysis: Properly prioritizes business line and enterprise demands; accurately translates business requirements into functionality; manages requirements to meet performance expectations.
• Creating a Compelling Business Case: Understands industry-specific trends that impact the organization; clearly articulates benefits in business language; accurately measures the contribution of IT projects to business value.
• Financial Analysis: Manages ambiguity and creates accurate project effort estimates; accurately quantifies project-specific risks through the development lifecycle.
• Project Implementation and Vendor Coordination: Leads change projects and works directly with vendors and internal partners to drive improvements.
• Communications and Change Leadership: Guides team decision making; provides business partners with an accurate view of challenges and solutions.

Qualifications
• Bachelor’s degree in Business, Life Sciences, or Technology, or equivalent experience.
• 3–4 years of Business Analyst experience in a technology-focused environment.
• Experience as a Salesforce Business Analyst or working within Salesforce ecosystems (e.g., Service Cloud, Health Cloud, or similar platforms).
• Strong understanding of Software Development Life Cycle (SDLC) and Agile methodologies.
• Experience working closely with software development teams on delivery and enhancements.
• Experience with data, analytics, and technology solutions within Life Sciences or Healthcare environments.
• Strong analytical skills and proficiency in data analysis and reporting tools.
• Experience facilitating UAT and supporting end-to-end testing cycles.
• Ability to work collaboratively with cross-functional, offshore, and onsite teams.
• Excellent communication and presentation skills.

At  Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position may include a company car or car allowance, Health benefits to include Medical, Dental and Vision, Company match 401k, eligibility to participate in Employee Stock Purchase Plan, Eligibility to earn commissions/bonus based on company and individual performance, and flexible paid time off (PTO) and sick time.  Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos complies with all applicable federal, state, and municipal paid sick time requirements.

Salary Range:

The base salary range represents the anticipated low and high of the Syneos Health range for this position. Actual salary will vary based on various factors such as the candidate’s qualifications, skills, competencies, and proficiency for the role.

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.