Customer Excellence Specialist

The Customer Excellence Specialist will be a key member of the Client Services (Center of Excellence) Organization. This new position will work in a matrix organization and the primary responsibilities will be to train internal and external partners and execute process improvements projects related to customer excellence

• Conduct onboarding refresher and new product/process training for the Client Services organization external partners (BPO) and other teams within Guardant as needed
• Create SOPs work instructions and assist in developing and executing knowledge management resources for the department
• Maintain Client Services Knowledge Base including Confluence shared spaces FAQs and How-Tos and relay relevant change management information to the larger team
• Manage projects related to developing and implementing best practices for the Client Services team introduce process excellence across the organization to improve overall performance
• Assist in internal audit activities for Client Services
• Collaborate with other departments to develop and enhance process efficiencies between the functional areas to ensure that SOPs and best practices for each team are met
• Help develop the audit program for the department and collaborate with SMEs to implement it
• Collaborate with the software team to test enhancements leading to improvements in operational efficiencies
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment and take on additional responsibilities as needed

Qualifications :

• Typically requires a university degree and typically at least 2 years of related experience; or an advanced degree without experience.
• Customer support/training experience in pharma diagnostic medical device biotech or healthcare setting is desired
• Field Commercial team (sales/business development) support/training experience in pharma diagnostic medical device biotech or healthcare setting is desired
• Proficient verbal and written communication skills; including experience in writing SOPs
• Experienced in training in classroom and/or virtual setting
• Prior experience implementing knowledge management tools and learning software is a plus
• Demonstrated proficiency in simplifying clinical oncology technical material and terminologies into easily understood format is desired
• Ability to liaise with external partners and travel domestically and internationally for training and company meetings is required

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 $61880 to $85090. 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 $72800 to $100180. 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 

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.

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