Sr Tech Customer Success Analyst

Syneos Health; Morrisville (NC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Company car / car allowance

Medical, dental and vision benefits

401(k) with match

Employee Stock Purchase Plan

Job summary

Syneos Health is seeking a Sr Tech Customer Success Analyst in Morrisville, NC to provide analysis and insights that drive value from our technology solutions across multiple business units.

You will collaborate with product, engineering, and sales teams to translate business requirements into actionable user stories, support UAT, and contribute to data-driven decisions that improve customer outcomes and ROI.

Qualifications

• Bachelor’s degree in Business, Life Sciences, Technology, or equivalent experience.
• 3–4 years of Business Analyst experience in a technology-focused environment.
• Experience as a Salesforce Business Analyst or within Salesforce ecosystems.
• Strong SDLC and Agile methodologies understanding.
• Experience with data, analytics, and technology solutions in Life Sciences or Healthcare.
• Excellent communication and presentation skills.
• Experience facilitating UAT and supporting end-to-end testing cycles.

Responsibilities

• Provide analysis and insight to operational and business development teams necessary to support the use of Syneos technology solutions to drive value across multiple business units.
• Identify and share emerging customer needs to ensure alignment of current solutions.
• Support the implementation of technology-product driven strategies for business growth and operational excellence.
• Build and maintain relationships with internal technology users and external customers to facilitate product-driven value.
• Analyze market trends and customer feedback to inform strategic decision‑making.
• Support training and onboarding of product users to streamline pathways to success and refine engagement approaches.
• Drive communication with product users, ensuring a clear pathway to product teams and addressing issues through feedback focused on improvement.
• Review customer feedback and requirements to guide product teams in meeting short‑ and long‑term needs.
• Track and report on customer success, ROI, and KPI initiatives related to products for internal and external usage.
• Collaborate with other teams to onboard new products and services that benefit business growth.
• May mentor and coach junior team members.

Skills

Communication

Presentation skills

Cross-functional collaboration

Analytical thinking

Stakeholder management

Education

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

Tools

Salesforce (Service Cloud / Health Cloud)

SDLC knowledge

Agile methodologies

Job description

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.

Why Syneos Health

• We are passionate about developing our people through career development, supportive line management, technical training, peer recognition and a total rewards program.
• We are committed to building an inclusive culture where you can authentically be yourself, guided by our purpose – Driven to Deliver – a passion of our colleagues to shape solutions that dramatically impact someone’s life.
• We continuously build the company we all want to work for, leveraging smart colleagues worldwide to shape the future of healthcare and drive impact for customers.

Job Responsibilities

• Provide analysis and insight to operational and business development teams necessary to support the use of Syneos technology solutions to drive value across multiple business units.
• Identify and share emerging customer needs to ensure alignment of current solutions.
• Support the implementation of technology-product driven strategies for business growth and operational excellence.
• Build and maintain relationships with internal technology users and external customers to facilitate product-driven value.
• Analyze market trends and customer feedback to inform strategic decision‑making.
• Support training and onboarding of product users to streamline pathways to success and refine engagement approaches.
• Drive communication with product users, ensuring a clear pathway to product teams and addressing issues through feedback focused on improvement.
• Review customer feedback and requirements to guide product teams in meeting short‑ and long‑term needs.
• Track and report on customer success, ROI, and KPI initiatives related to products for internal and external usage.
• Collaborate with other teams to onboard new products and services that benefit business growth.
• May mentor and coach junior team members.

Participate in day‑to‑day business discussions with key stakeholders and customers 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.
• Collaborate with quality engineering teams to define test scenarios and assist in testing software applications to ensure it meets specified requirements and identify 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 & Analysis

• Identify and document emerging business requirements; question business partner preferences to uncover unique value drivers.
• Prioritize business line and enterprise demands; accurately translate business requirements into functionality; manage requirements to meet performance expectations.
• Understand industry‑specific trends that impact the organization; articulate benefits in business language and quantify the contribution of IT projects to business value.
• Manage ambiguity and create accurate project effort estimates; quantify project‑specific risks throughout the development lifecycle.
• Lead change projects and coordinate with vendors and internal partners to drive improvements.
• Guide team decision‑making; provide business partners with accurate views of challenges and solutions.

Qualifications

• Bachelor’s degree in Business, Life Sciences, Technology, or equivalent experience.
• 3–4 years of Business Analyst experience in a technology‑focused environment.
• Experience as a Salesforce Business Analyst or within Salesforce ecosystems (e.g., Service Cloud, Health Cloud).
• Strong understanding of the 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.

Benefits

Benefits for this position may include a company car or car allowance, medical, dental and vision health benefits, company match 401(k), 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. Eligibility for paid sick time may vary depending on location, in compliance with applicable federal, state, and municipal requirements.

Additional Information

Tasks, duties, and responsibilities as listed are not exhaustive. The Company may assign other tasks and responsibilities at its discretion. Equivalent experience, skills, or education may be considered, and qualifications of incumbents may differ from those listed. Any language herein complies with all obligations imposed by the legislation of each country where the Company operates, including the EU Equality Directive. The Company is committed to compliance with the Americans with Disabilities Act and to providing reasonable accommodations when appropriate.