Senior Client Services Associate

Company Description

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012 Guardant is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care including screening to find cancer early monitoring for recurrence in early-stage cancer and treatment selection for patients with advanced cancer. For more information visitand follow the company onLinkedInX (Twitter)andFacebook.

Position Summary:

The Senior Client Services Associate is responsible for providing exceptional support to Guardant Health customers the Guardant Health Clinical Laboratory and Sales Representatives. The Senior Client Services Associate must possess the ability to communicate professionally and effectively with all individuals including external customers and internal Guardant Health personnel.

This will be a hybrid opportunity in our Palo Alto location.

Essential Duties and Responsibilities:

• Perform duties of a Client Services Associate II.
• Act as Lead when Leadership is unavailable (out of office or outside of shift time) making appropriate decisions.
• Ensure that the teams daily performance is in accordance with expected KPIs.
• Responsible for troubleshooting and responding to or resolving team escalations and questions.
• Assist in audits of Client Concerns and Complaints to ensure proper documentation and follow-through.
• Assist with NCRs DARs PHI disclosures and CAPAs as directed by Leadership.
• Assist with creating and maintaining SOPs training materials work instructions and website content.
• Support Quality Assurance & Training as directed by Leadership.
• Lead or assist with departmental projects UAT or data requests as directed by Leadership.
• Other tasks/administrative duties as needed.

Qualifications:

• Bachelors degree preferred.
• High school diploma or its equivalent required plus experience.
• 4 years of experience working with customers in biotech life science diagnostic or healthcare setting is preferred.
• Ability to work as part of a team comprised of internal employees contractors andmanagers.
• Ability to multitask and take on various projects.
• Ability to work with self-discipline good judgment and independence in a dynamic officeand/or remotesetting.
• Excellent written verbal communication skills are required as is computer proficiency.
• Solid experience using and Microsoft Office.
• This will be a hybrid opportunity in our Palo Alto location.

Flexibility with respect to working hours based on operational need.

AI & Digital Fluency

• Demonstrate curiosity sound judgment and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies ethical standards and regulatory requirements to improve the efficiency effectiveness and quality of work.

Hybrid Work Model: This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has 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 annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or if applicable bonus commission or equity. Each candidates compensation offer will be based on multiple factors including but not limited to geography experience education job-related skills job duties and business need. Primary Location: Palo Alto CA Primary Location Base Pay Range: $31 - $43 Other US Location(s) Base Pay Range: $26 - $36 If the role is performed in Colorado the pay range for this job is: $28 - $38