Manager, Client Services

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.

Job Description

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:

• 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
• Help build Client Services strategy, processes and procedures during product launches to operationalize Guardant Health’s Oncology Product Portfolio and Offerings
• Partner with sales directors and account executives/managers to ensure client satisfaction is high, current standards for patient access are met or exceeded 
• Drive efficiencies through strategizing and implementation of process changes that will help sustain and grow client accounts
• 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
• 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
• 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
• Assist in developing training program and training materials for the department
• Collaborate to initiate client and/or customer surveys with a focus on continuous process improvement.
• 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
• Write departmental procedures and Standard Operating Procedures (SOP),create and maintain procedural documents and tutorials 
• Manage and coordinate weekly team meetings to update staff on new products and programs, update on procedures and share best practices 
• 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
• Compile and present quality metrics internally and at audits conducted by the FDA
• Deep dive into Guardant Health’s customer service applications: SFDC, RingCentral to drive continuous improvementsDrive 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
• Represent the Voice of the Customer and the needs of Client Services team in cross-functional meetings
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment
• Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary

Qualifications

• B.S. in Biological Sciences or similar discipline 
• 6+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required
• 3+ experience managing or supervising a remote customer service/support team is desired
• Prior experience working within a commercial team is a must
• Extensive knowledge of using and designing workflows in SFDC (CRM) 
• Ability to run excel functions (eg vlook up, pivot ta