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.

Job Description

About the Role:

As a Client Services Associate I, you will play a key role in delivering an outstanding experience to our clients, including healthcare providers, patients, and partners. You will leverage your biotech or diagnostics expertise to support client inquiries, resolve complex issues, and collaborate with internal teams—including sales support—to ensure a seamless customer journey. 

This role is ideal for individuals with a background in biotechnology, diagnostics, or life sciences, a passion for customer service, and experience handling high-volume phone and email communication while supporting sales teams in a fast-paced environment.

Key Responsibilities:

• Act as the primary point of contact for high-volume client inquiries and concerns via phone, email, and chat, providing timely, accurate, and empathetic support.
• Utilize biotech or diagnostics knowledge to provide expert guidance on test orders, results (non-clinical), and service-related questions.
• Support test volume growth in the assigned territories by assisting with problem case resolution, client onboarding, order processing, and account management. 
• Provide best-in-class customer experience by addressing and resolving complex client concerns quickly and escalating when necessary.
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
• Ensure customer satisfaction and retention rates are high by educating healthcare providers and patients on company services, policies, and procedures.
• Provide exceptional sales support by assisting the field team respond to inquiries promptly
• Work cross-functionally with sales, laboratory operations, billing, and product teams to improve support processes and client experience.
• Maintain and update client records in SalesForce, LIMS and customer portal
• Assist with creation of customer accounts on the portal and provide first level troubleshooting where necessary.
• Identify client feedback trends and recommend process improvements to enhance service quality.
• Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements
• Work collaboratively with the offsite phlebotomy and tissue procurement teams, process kit orders as requested and send reports to patients/providers as needed 
• Meet and exceed metrics and KPIs for the role by using reports and dashboards in SFDC.
• Share best practices and success stories with the rest of the services team.
• Visit customers in the field as needed in collaboration with the sales team.
• Ensure compliance with HIPAA, CLIA, and industry regulations.

Qualifications

Who You Are

• Passionate about biotechnology, healthcare, and delivering exceptional client experiences.
• A proactive problem-solver with strong critical thinking and communication skills.
• Detail-oriented, highly organized, and able to manage multiple priorities in a fast-paced environment.
• A collaborative team play