Principal, Technical Customer Success

Principal, Technical Customer Success 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 JOB RESPONSABILITIES May have Management responsibility for others within the customer success team 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 Technology Solutions 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 Technology Solution 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 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. 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, Technology, or equivalent experience 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 ability to interpret analytics and ability to apply to business decisions. 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 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. Discover what our Syneos Health colleagues already know: work here matters everywhere. Work alongside the brightest minds in the biopharmaceutical industry taking down walls and removing barriers to speed our customers’ delivery of important therapies to patients. We are strategic thinkers who actively seek different perspectives, whether across offices or across oceans. Because we solve some of the toughest challenges facing the most prestigious healthcare companies today, you'll gain exposure and be supported with comprehensive resources including emerging technologies, data, science and knowledge sharing. The diversification and breadth of Syneos Health creates a multitude of career paths and employment opportunities. We’re a growing, global company dedicated to advancing our talent past their initial role. Discover what our 29,000 employees already know: work here matters everywhere. We work hard, and smart, all in the name of getting much-needed therapies to those who need them most. A career with Syneos Health means your everyday work improves patients’ lives around the world. Selecting us as an employer secures a career in which you’re guaranteed to: Partner with the most diverse team of experts in the industry. From the top down, our people are inspiring. Everyone has a voice and is encouraged to use it. Work in specialized Syneos Health teams that are therapeutically or functionally aligned for expert collaboration. We assemble clinical teams where everyone, from CRAs to senior management, is skilled in the same therapeutic area or customer teams. With this structure, everyone on your team speaks the same language and can deliver unique insights into the therapeutic environment and patient population. We are partners with purpose. We integrate seamlessly with our customers and do what’s best for their success. Our people provide the brilliant ideas, valuable insights and endless energy that accelerates the impact of life changing therapies worldwide.