Director, Customer Success - Pharmaceutical

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Updated: October 26, 2021
Location: Somerset, NJ, United States
Job ID: 136090

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You’re driven, resourceful, and above all else - remarkably smart.
You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn’t cut it – you’ve got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you’re known for your good nature. You’ll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door.



This opportunity is with our Deployment Solutions team, which partners with top tier pharmaceutical, medical device and biotechnology companies to provide better, smarter, faster solutions for the industry. Take part in leading the transformation of healthcare by joining the largest provider of outsourced commercial solutions to the healthcare industry. More specifically:

The Director, Customer Success is responsible for the delivery and day-to-day oversight of any deployment solutions operational services for assigned customer(s). This customer-facing role serves as the primary touchpoint for these services. This role will demonstrate the impact of Syneos services to C-Suite and Executive Management by addressing key performance indicators, metrics, and brand performance. They contribute to new endeavors which enhance the adaptability of services by customers; this includes contributing to designing tools, deliverables, and presentations, providing actionable insights that measure the overall impact of the Syneos partnership. Strategic special projects are also part of the role. The scope and scale of the role will adapt to meet the expanding needs of the customer partnership.

  • Primary customer contact for Deployment Solutions services from implementation to project shut down
  • Oversee delivery of all contracted services and ad hocs
  • Consult with Field, Brand and Operational Subject Matter Experts (SMEs), internal and external, to understand promotional channel/product performance expectations and translate to actionable metrics
  • Clearly and succinctly communicate operational findings and insights to customers and internal team members
  • Possess knowledge of all Syneos Deployment Solutions services and beyond
  • Identify Customer needs and match them to Syneos services
  • Collaborate with Business Development, Field Leadership, and Operational Functional areas to provide and outstanding customer experience
  • Establish consistent touchpoints/Business Reviews with Customer C-Suite, Executive Management, and/or Operational Leads to monitor and review Syneos services and brand performance
  • Act as Deployment Solutions Operational Lead in Customer presentations, and Business Development pitches (where needed)
  • Provide direction, when necessary, on service deliverables including standard and ad hoc outputs
  • Demonstrate influential leadership and decisive decision-making
  • Track resource utilization and work with Operational Leads to properly align stakeholders to projects
  • Manage sign-off of key deliverables associated with initiated projects
  • Provide Field and Operational Leadership with updates on timelines, deliverables and budgetary issues for each client project as they are initiated.
  • Participate in the design of new services and operational initiatives
  • Create case studies identifying business trends and Syneos industry impact
  • Other projects as deemed necessary by Management

Job Requirements

  • BA/BS or equivalent experience
  • 10+ years of experience in the biotech/pharmaceutical industry
  • 5-10 years of experience in customer management
  • Commercial operations leadership experience
  • Field management or equivalent experience


  • Strong interpersonal skills with the ability to interact with all levels of management in a variety of functional areas including sales, marketing, omni-channel, managed care, engagement center, and medical
  • Ability to multitask, work under deadlines, manage customer expectations and execute timely deliverables
  • Excellent oral and written communication skills
  • Strong customer relationship management
  • Sharp presentation skills
  • Strong attention to detail
  • Knowledge of all Syneos service functions with ability to anticipate needs, make recommendations and respond to ad hoc requests quickly and appropriately
  • Pharmaceutical & Life Sciences industry and services knowledge.  

As a healthcare company we have an important responsibility to protect individual and public health. This position will require individuals to be fully vaccinated against COVID-19 as part of their job responsibilities, unless an exemption can be confirmed based on a medical condition or sincerely held religious belief. Submission & Approval of an Exemption does not guarantee that an exemption can be accommodated.

At Syneos Health, we believe in providing an environment and culture in which our people can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, you’re essential in solving and executing against today’s toughest commercialization challenges facing the world’s leading healthcare companies. From the very beginning, you’ll be supported by team members who, like you, aren’t afraid to try something new. You'll gain exposure and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients.

WORK HERE MATTERS EVERYWHERE | How will you accelerate biopharmaceutical commercialization?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

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