Sr Tech Customer Success Analyst

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.

• 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.

• Identify and document emerging business requirements; questions business partner and knowledge worker preferences to identify 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; clearly articulate benefits in business language; accurately measure the contribution of IT…