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, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook. 

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.

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 team’s daily performance is in accordance with expected KPI’s.
• 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:

• Bachelor’s 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 and
managers.
• Ability to multitask and take on various projects.
• Ability to work with self-discipline, good judgment and independence in a dynamic office and/or remote setting.
• Excellent written, verbal communication skills are required, as is computer proficiency.
• Solid experience using Salesforce.com and Microsoft Office.

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 on