Manager, Client Services Jobs

Company Description

Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has commercially launched Guardant360®, Guardant360 CDx, Guardant360 TissueNext™, Guardant360 Response™, and GuardantOMNI® tests for advanced stage cancer patients, and Guardant Reveal™ for early-stage cancer patients. The Guardant Health screening portfolio, including the Shield™ test, aims to address the needs of individuals eligible for cancer screening.

We are looking for a Client Services Manager who will be a key member of the fast paced Client Services Organization. This role will work cross-functionally and contribute to the business expansion in the assigned area by providing outstanding customer service to the Oncology healthcare providers and offices. The ideal candidate must possess innovative, creative thinking skills to ensure the organization is providing a cutting edge client experience.

Essential Duties and Responsibilities:

• Help build Client Services strategy, processes and procedures during product launches to operationalize Guardant Health’s Oncology Product Portfolio and Offerings
• Drive and lead cross functional projects with a proactive mindset for improving operational efficiency & customer experience and act as a SME on software enhancement and integration projects
• Serve as a point of contact for client and internal escalations for the area the team covers, take ownership of escalated situations in area and drive resolution
• Manage and coordinate weekly team meetings to update staff on new products and programs, update on procedures and share best practices
• Write departmental procedures and Standard Operating Procedures (SOP),create and maintain procedural documents and tutorials
• Assist team with responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all times
• Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary
• Collaborate to initiate client and/or customer surveys with a focus on continuous process improvement.
• Evaluate customer data in CRM and other reporting tools (eg LIMS), derive actionable insights, suggest performance and process improvements to senior leadership
• Assist building and defining team KPIs and implement metrics based performance evaluation. Continuously evolve what success looks like for this team at a macro and micro level
• Provide strong, consistent leadership and direction, translate company and department vision into measurable goals and objectives for the team, and help team members understand how they contribute to Guardant’s success
• Compile and present quality metrics internally and at audits conducted by the FDA
• Collaborate with Clinical Operations, Sales, Marketing and Reimbursement departments in developing efficiencies/processes between the functional areas to ensure that SOPs and best practices for each department are met
• Assist in developing training program and training materials for the department
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment
• Represent the Voice of the Customer and the needs of Client Services team in cross-functional meetings
• Drive efficiencies through strategizing and implementation of process changes that will help sustain and grow client accounts
• Partner with sales directors and account executives/managers to ensure client satisfaction is high, current standards for patient access are met or exceeded
• Hire, train, coach, audit, perform competency assessments for a team of Customer Service Supervisors and Associates. Provide regular feedback to CSAs on their performance; identify areas of improvement
• Deep dive into Guardant Health’s customer service applications: SFDC, RingCentral to drive continuous improvements

Qualifications

• Excellent written and verbal communication skills with a high level of computer proficiency, and ability to handle multiple software platforms
• Location: The candidate can be based anywhere in the US, ideal candidate will be based within 50 miles of Guardant Health Palo Alto Office or on the East Coast
• B.S. in Biological Sciences or similar discipline
• Extensive knowledge of using and designing workflows in SFDC (CRM)
• Ability to travel domestically (up to 25%) for trainings and meetings is required
• 3+ experience managing or supervising a remote customer service/support team is desired
• Ability to run excel functions (eg vlook up, pivot tables, statistics), generate reports, dashboards, graphs to monitor team performance, workload and other business metrics
• Proven track record of successful achievement of goals/objectives; focused on results & the ability to focus on achieving daily, weekly, and long-term goals
• Ability to work independently, communicate proactively, manage & prioritize multiple projects while managing critical deadlines
• Ability to identify departmental needs and lead cross-functional projects related to customer satisfaction and team efficiency
• Quick learner who can work collaboratively in an operationally complex multi-product environment and demonstrated ability to adapt to changing procedures and policies
• 6+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required
• Prior experience working within a commercial team is a must
• Excellent problem solving and crucial conversation skills for resolving escalated situations with clients and internal teams
• Critical thinking skills for mining data and reporting trends in customer activity and complaints to senior leadership is necessary
• Flexibility with respect to working hours (including company holidays) based on client and company needs is a must

Additional Information

Hybrid Work Model: At Guardant Health, we have defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The US base salary range for this full-time position is $78,400 to $121,600. The range does not include benefits, and if applicable, bonus, commission, or equity. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role with the exception of any locations specifically referenced below (if any).

For positions based in Palo Alto, CA or Redwood City, CA, the base salary range for this full-time position is $112,000 to $152,000. The range does not include benefits, and if applicable, bonus, commission, or equity.

Within the range, individual pay is determined by work location and additional factors, including, but not limited to, job-related skills, experience, and relevant education or training. If you are selected to move forward, the recruiting team will provide details specific to the factors above.

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to [email protected]

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.

Please visit our career page at: http://www.guardanthealth.com/jobs/