Supervisor, Client Services, Oncology

Role Overview

• Supervise a team of Client Service Associates (CSA) and assist 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
• Hire, train, coach, audit, perform competency assessments for a team of Client Service Associates
• Support performance management by providing regular feedback, recognizing achievements and addressing performance concerns to maintain a high-performing team
• Capable of providing support and coverage for other territories as dictated by business needs, and fulfilling the responsibilities of a CSA when required
• Generate, evaluate, and analyze customer data and reports using CRM and reporting tools (e.g., SFDC, LIMS, Tableau) to monitor key metrics, derive actionable insights, and recommend performance and process improvements to leadership in support of designated territories
• Partner and work closely with regional sales directors and account managers to ensure client satisfaction is high and current standards for patient access are met or exceeded
• Work in a team environment and to exceed the regional, department and company goals and metrics
• Contribute to volume growth in the territory/region by demonstrating exemplary case queue management techniques and assisting team to prioritize and resolve cases quickly with a sense of urgency
• Assist with writing Standard Operating Procedures and implementing updating and new processes
• Enter and qualify new customer information into SFDC and LIMS
• Perform quality checks to ensure accuracy of data entry
• Serve as a point of contact for client and internal escalations (phone/email) for the territories the team covers
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
• Partner with the Clinical lab to ensure client information is correctly entered
• Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members
• Actively participate on cross functional projects involving improving operational efficiency for the team and act as a SME on enhancement and integration projects improving corporate efficiency
• Create and maintain Leadership Procedural documents and tutorials (ex: DAR, NCR)
• Participate in cross functional meetings to represent the Voice of the Customer and the needs of Client Services team
• 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

Requirements

• 4 year college degree in Biological Sciences or similar discipline is strongly preferred
• Minimum 5+ years of transferable experience in customer service or client facing roles within pharma, diagnostic, medical device, biotech or healthcare industries
• 3+ years of leadership experience, including direct supervision of professional or technical staff, preferably in a remote or multi-regional setting
• Solid experience using Microsoft Office is needed, Salesforce (CRM) experience is a plus and proven experience using software platforms like LIMS, Tableau, JIRA and Confluence is desired
• Demonstrated ability to lead by example, coach and mentor team members and promote a growth mindset
• Demonstrated ability to be highly organized and detail-oriented, with strong problem-solving skills and a proven track record of coaching teams to uphold professional standards in client-facing interactions
• Strong critical thinking skills are essential for analyzing and mining data and identifying trends in customer behavior, with the ability to effectively communicate insights to senior leadership
• Must demonstrate the ability to manage multiple priorities simultaneously while exercising self-discipline, sound judgment, and working independently. Comfort with navigating ambiguous situations is essential
• Excellent verbal and written communication skills; able to interact professionally with internal teams, cross-functional partners and external clients
• Engages regularly with cross-functional teams to share insights and collaborate on initiatives aimed at enhancing operational efficiency
• Skilled in managing escalations from internal and external clients, with a focus on tracking issues/ complaints and collaborating across teams and key stakeholders to ensure effective resolution
• Fast learner who can work collaboratively in an operationally complex multi-product environment and can adapt to changing procedures and policies
• Excellent written and verbal communication skills and ability to present information and actionable insights to executive management is necessary
• Flexibility with respect to working hours based on client and company needs is a must
• Ability to travel domestically for regional meetings, critical account visits, and training at Guardant offices
• Bilingual English/Spanish is an asset.

Tech Stack

• SFDC
• Tableau

Benefits

• Health insurance
• Remote work options
• Flexible work arrangements