Technical Customer Success Analyst- US Based (Hybrid)

Syneos Health; New York (NY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Syneos Health is seeking a Technical Customer Success Analyst II, based in New York, to ensure that their technology products and services provide effective value to both internal users and customers. This hybrid role involves assisting operational teams, managing communications, and tracking success metrics, ensuring proper utilization of Syneos technology solutions. A Bachelor's degree and experience in a relevant tech-focused role are required, along with excellent communication skills. The company promotes a supportive environment for growth and compliance with employment regulations.

Qualifications

• Experience in a technology-focused Customer Success role, preferably in the Life Sciences or a related field.
• Experience with technology and/or the life sciences market strongly preferred.

Responsibilities

• Assist operational and business development teams in understanding and using Syneos technology solutions effectively.
• Manage communication with internal and external product users.
• Track Customer Success, ROI, and KPI initiatives related to supported products.

Skills

Excellent verbal and written communication skills

Proactive interactions

Accountability and personal organization

Education

Bachelor’s degree in business, Life Sciences, or Technology

Job description

Technical Customer Success Analyst – US Based (Hybrid)

We are seeking a Technical Customer Success Analyst II to ensure Syneos Health technology products and services can be leveraged effectively and provide value to both internal and external end-users and customers.

Job Responsibilities

• Assist operational and business development teams in understanding and using Syneos technology solutions effectively within a specific business area. Provide basic guidance and support to ensure appropriate usage of the products (e.g., clinical, commercial, etc.).
• Provide data and information to more senior customer success analysts and other teams to identify emerging customer (internal and external) needs and alignment of current solutions to those needs.
• Develop relationships with internal technology product users and external customers, where appropriate, to facilitate product-driven value.
• 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.
• Review, organize, and provide customer feedback, information, and requirements in regard to product usage and provide it to product teams for continuous improvement.
• Track Customer Success, ROI, and KPI 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.

Qualifications

• 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 product users.
• Experience with technology and/or the life sciences market strongly preferred.
• Accountability and personal organization are essential.

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.