Sr Director, Customer Engagement 6-8 contract

2 weeks ago

Miami, Florida, United States Syneos Health - USA Full time


Senior Director, Customer Engagement (6-8 months contract)

The Sr. Director, Customer Engagement is a leadership role within Syneos Health, responsible for supporting Syneos Health's overall Customer Engagement strategy and operations. This role is responsible for the design, development and execution of Customer Engagement programs that support all of Syneos Health business units. A significant part of this role is aligning customer needs and customer delivery to enable superior customer experience. This role reports to a member of the Syneos Health senior leadership team and will be a member of a high-performing, collaborative, organization and team.
Job Responsibilities:
This individual will support the organization in executing Customer Experience / Customer Satisfaction program, strategic partnership programs and all primary market research needs.

Syneos Health is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.

Every day we perform better because of how we work together, as one team, each the best at what we do. We bring a wide range of talented experts together across a wide range of business-critical services that support our business. Every role within Corporate is vital to furthering our vision of Shortening the Distance from Lab to Life.

Discover what our 29,000 employees, across 110 countries already know:
WORK HERE MATTERS EVERYWHERE

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 our Total Self culture - where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people.
  • We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives - we're able to create a place where everyone feels like they belong.
    Job responsibilities

    • Lead qualitative Customer Satisfaction program, including quarterly updates and action planning process

    • Support Relationship Program among key strategic partnerships, delivering robust, customized analysis that drives measurable action plans that strengthen customer relationships and provides "customer advocacy" among key, strategic accounts

    • Support the development and implementation of milestone survey and dashboard reporting that aligns with critical Moments that Matter, including workflow triggers and "closed loop" solutioning

    • Support primary market research as needed, to support Syneos Health strategic initiatives and inform with Voice of the Customer input and perspective

    • Provide appropriate measurement plans to support specific Business Unit objectives, as appropriate

    • Provide Account Health metrics and risk mitigation strategies based on Project Level metrics

    • Partner with Business Insights team to leverage Competitive Intelligence and integrate key learnings into actionable insights

    • Support annual Customer Satisfaction study and analysis that helps inform high level customer needs

    • Partner with Marketing organization to provide Brand Health and Brand Equity metrics.

    Qualifications

    What we're looking for

    • BA/BS in business, marketing, market research or related discipline, or equivalent combination of education and experience plus progressive management experience in marketing, market research; graduate degree in Business a plus

    • Prior experience partnering with Sales, Sales Operations, Sales Enablement, Marketing, Operations and other Revenue generating functions

    • Strong level of confidence and leadership presence

    • Thorough knowledge of market research methodology, analytics, statistics and design

    • Broad business acumen and financial analytic capabilities, has perspectives on the business beyond people

    • Experience leveraging analytics to generate key insights

    • Effective oral and written presentation, documentation and leadership skills with a team-oriented approach are essential

    • Proven track record in navigating through complex organizations, demonstrable ability to achieve goals through influencing, partnering and developing productive relationships with senior leadership and managers across the organization

    • Demonstrated track record of achieving results that have contributed significantly to the business

    • Success working in a complex, global environment

    • A flexible, collaborative approach to problem solving and decision-making is advantageous

    • Ability to prioritize and handle multiple tasks in a dynamic high growth environment

    • Ability to understand complex situations and present recommendations with limited direction which require independent decision making and analysis

    • Experience in CRO or pharmaceutical industry preferred

    • Ability to travel both domestically and internationally

    • Proficiency in Microsoft Office Suite, with an emphasis on MS Excel

    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.

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