Client Services Associate

Summary

Join Guardant Health as a Client Services Associate I and deliver exceptional client experiences to healthcare providers, patients, and partners. Leverage your biotech or diagnostics expertise to support client inquiries, resolve complex issues, and collaborate with internal teams. This role requires strong communication and problem-solving skills, experience in customer service within the biotech/life sciences industry, and proficiency with CRM systems. You will act as the primary point of contact for client inquiries, support test volume growth, and ensure high customer satisfaction. The position offers a hybrid work model and competitive compensation and benefits. This role is ideal for individuals passionate about biotechnology and customer service.

Requirements

• 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 player who thrives in a mission-driven organization
• Bachelors degree in Biological Sciences or similar discipline is preferred
• 2+ years of experience in customer service, client support, or a related role in the biotech, diagnostics, or life sciences industry
• Experience supporting sales teams, including account management, client onboarding, or order processing
• Experience handling high-volume phone and email communication in a fast-paced environment
• Strong verbal and written communication skills, with the ability to explain complex concepts clearly
• Proficiency with CRM or ticketing systems (e.g., Salesforce, Zendesk) and Microsoft Office
• Understanding of healthcare regulations (HIPAA, CLIA) and laboratory testing workflows
• Demonstrated ability to learn quickly and work collaboratively in an operationally complex multi-product environment and excellent adaptability to changing procedures and policies

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

Preferred Qualifications

Prior experience in the Oncology space and working with providers & patients is a plus

Benefits

• Competitive compensation, benefits, and opportunities for career advancement
• Hybrid Work Model : At Guardant Health, we have 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