Senior Client Services Associate

Summary

Join Guardant Health as a Senior Client Services Associate and provide exceptional support to customers, the Clinical Laboratory, and Sales Representatives. You will act as a lead when necessary, ensuring the team meets KPIs and resolving escalations. Responsibilities include troubleshooting, assisting with audits and various administrative tasks, and contributing to SOP creation and training materials. A Bachelor’s degree is preferred, but a high school diploma with relevant experience is required. Solid experience with Salesforce.com and Microsoft Office is essential, along with excellent communication skills. This hybrid role offers a blend of in-office and remote work, with specific in-office days required for those within 50 miles of a Guardant facility.

Requirements

• Bachelor’s degree preferred
• High school diploma, or its equivalent required plus experience
• 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

Responsibilities

• 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

Preferred Qualifications

2-4+ years of experience working with customers in biotech, life science, diagnostic or healthcare setting is preferred

Benefits

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