Senior Client Services Associate
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® transforms patient care and accelerates new cancer therapies by providing critical insights through advanced blood and tissue tests, real-world data, and AI analytics. Guardant tests improve outcomes across all stages of care, including screening, monitoring for recurrence, and treatment selection for advanced cancer.
About the role
The Senior Client Services Associate provides exceptional support to Guardant Health customers, the Guardant Health Clinical Laboratory, and Sales Representatives. This role requires professional and effective communication with external customers and internal Guardant Health personnel.
Responsibilities
- Perform duties of a Client Services Associate II.
- Act as Lead when Leadership is unavailable (out of office or outside of shift time), making appropriate decisions.
- Ensure the team’s daily performance aligns with expected KPIs.
- Troubleshoot and resolve 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 in 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.
- Perform other tasks or administrative duties as needed.
Qualifications
- Bachelor’s degree preferred; high school diploma or equivalent required plus experience.
- 4+ years of experience working with customers in biotech, life science, diagnostic, or healthcare settings is preferred.
- Ability to work as part of a team with internal employees, contractors, and managers.
- Ability to multitask and handle various projects.
- Self-discipline, good judgment, and independence in a dynamic office and/or remote setting.
- Excellent written and verbal communication skills; computer proficiency.
- Solid experience using Salesforce.com and Microsoft Office.
- Flexibility with working hours based on operational need.
Skills
- Demonstrate curiosity, sound judgment, and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements to improve efficiency, effectiveness, and quality of work.
Schedule
Hybrid work model: Employees within 50 miles of a Guardant facility are required to be onsite on Mondays, Tuesdays, and Thursdays. This model supports in-person collaboration and focused individual work time.
Pay
The annualized base salary ranges for this role are:
- Primary Location (Remote-USA-CA): $28 - $38 per hour
- Other U.S. Locations: $26 - $36 per hour
- Colorado: $28 - $38 per hour
Compensation is based on factors including geography, experience, education, job-related skills, duties, and business need.