Description The Client Services US Team Lead provides leadership and support to a team of Client Services Managers (CSMs), serving as a primary escalation point and trusted resource when guidance, problem-solving, or decision support is needed. The Lead helps ensure consistency in service delivery, supports CSM development through coaching and direction, and reinforces accountability while allowing CSMs autonomy in their day-to-day client work.
In addition to people leadership, the Team Lead plays a key role in departmental strategy and process improvement. Guided by a strong strategic mindset, the Lead contributes to the identification, design, and execution of forward-looking initiatives that improve efficiency, scalability, and overall effectiveness of the Client Services organization, while maintaining a high standard of quality and client experience.
Key Job Responsibilities: - Serve as a key liaison between Client Services leadership and the CSM team, ensuring alignment on priorities, expectations, and strategic initiatives.
- Monitor team health, capacity trends, and risk areas, proactively surfacing recommendations to leadership.
- Translate overarching organizational goals into clear, actionable department-level initiatives for the US Client Services team.
- Act as a key contributor to Client Services leadership discussions, advocating for long-term strategies that position the team for continued success.
- Lead change management efforts related to new processes, tools, or organizational initiatives impacting Client Services.
- Use data, feedback, and operational insights to inform decision-making and continuous improvement initiatives.
- Drive consistency and scalability across the team by reinforcing standard processes and best practices.
- Translate departmental strategy and leadership direction into clear, actionable guidance for the CSM team.
- Facilitate team's operational/staff meetings and 1:1 sessions.
- Serve as a primary escalation point for team issues, guiding resolution and ensuring timely and effective closure.
- Manage sensitive processes including performance management concerns in a caring and timely fashion.
Requirements: Education
- Associate's or BA/BS degree
- Proficiency in Microsoft Office applications (SharePoint, Excel, PowerPoint, Word)
Required Skills
- Strong leadership, organizational, and coordination skills
- Strong oral/written communication skills, including presentation skills, meeting recaps, PowerPoint decks, project workplans, and timelines
- Excellent customer service skills - internal and external colleagues and customers
- Strong analytical capacity; appreciation for data
- Troubleshooting and problem solving - comfort with ambiguity
- Aptitude for automated systems
- Ability to appropriately escalate and create suggestions for action
- Strong ability to design, align, and execute departmental strategies
Preferred Skills
- Prior people leadership experience
- Knowledge of pharmaceutical and healthcare industry
- Experience in field sales administration/operations leadership in life sciences
The annual base salary for this position ranges from $99,733 to $119,667. The base salary range represents the anticipated low and high of the Syneos Health range for this position. Actual salary will vary based on various factors such as the candidate's qualifications, skills, competencies, and proficiency for the role. In addition, some positions may include eligibility to earn commissions/bonus based on company and / or individual performance.
At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.
