Senior 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

The Senior Area Manager, Client Services will be a key member of the fast-paced Client Services Organization. The individual will work cross-functionally and contribute to the business expansion in the assigned area by leading a team of Regional Supervisors and associates who provide outstanding customer service to Oncology healthcare providers and offices and sales support. The ideal candidate must possess innovative, creative thinking skills to ensure the organization provides cutting-edge client experience. 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 Health’s success.

Responsibilities

• Oversee a team responsible for inbound and outbound calls to customers, providers & patients, problem case resolution, capturing customer complaints and concerns, assisting with portal account set up & troubleshooting
• Lead a team of 25+ that aligns with the field sales organization and provides exceptional sales support to the assigned Area field team
• Leverage sales directors and account executives/managers to ensure Guardant is providing consistent high-level client satisfaction and best-in-class customer experience
• Build Client Services strategy, processes and procedures in collaboration with the Center of Excellence during product launches to operationalize Guardant Health’s Therapy Selection and Longitudinal Monitoring Oncology Product Portfolio and Offerings
• Direct account managers and client service associates to ensure problem cases are resolved quickly and compliantly; identify gaps through rigorous data analysis and help improve workflows strategically
• Drive projects and initiatives with sales leaders and their teams virtually and in person to facilitate collaboration and to meet volume goals, customer satisfaction and other business objectives • -
• Manage team communication: phone, email and web inquiries from clients, sales representatives and patients, while always demonstrating a positive and professional image for Guardant Health
• Establish team resource plan, hire, train, coach, audit, perform competency assessments for a team of Customer Service Supervisors and Associates in collaboration with other Client Services Area leaders. Provide regular feedback to CSAs on their performance and identify areas of improvement
• Lead team meetings to update and train staff on procedures, share best practices, help plan and execute team engagement strategies
• Serve as a point of contact for client and internal escalations, take ownership of escalated situations and drive resolution
• Create, compile and present quality metrics internally and at audits conducted by the FDA
• Build and define team KPIs for metrics-based performance evaluation of the team and business
• Evaluate data from CRM (SFDC), LIMS, Tableau, derive actionable insights, suggest performance and process improvements proactively
• Present area business performance to company executives at departmental MBRs and QBRs and coach regional supervisors to do the same
• Advocate for the customer, patients and needs of the Client Services team in cross-functional meetings
• Collaborate cross functionally with Clinical Operations, Compliance, Software, Product, 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
• Drive efficiencies through planning and implementation of process changes that will help sustain and grow client accounts through partnering with the Center of Excellence
• Establish training program and create training materials for the department in collaboration with the Center of Excellence including departmental procedures and Standard Operating Procedures (SOP)
• Provide vacation/PTO coverage for other Client Services Oncology Area leaders
• Demonstrate flexibility and adaptability in a fast-paced