Client Services Associate

Guardant Health

9d•Remote

About The Position

The Client Services Associate plays a pivotal role in delivering an exceptional client and patient experience within their assigned territory. Serving as a trusted partner to physicians, laboratories, hospitals, sales representatives, and patients, the CSA I not only resolves inquiries but also drives process improvements and contributes to the scalability of Guardant Health’s operations. Working closely with the Sales Team, Laboratory Operations, and cross-functional stakeholders, the CSA I ensures cases are managed with efficiency, accuracy, and a client-first mindset. This role requires advanced problem-solving, strong communication skills, and the ability to manage more complex cases with limited supervision. The CSA I may also mentor and support the development of new team members, helping to foster a culture of excellence. This role will be working CST or PST hours, depending on business need.

Requirements

High school diploma or equivalent required, along with relevant experience.
2+ years experience working with customers within biotech, life sciences, diagnostics, or healthcare sectors is highly preferred.
Proven proficiency using Salesforce.com and Microsoft Office Suite.
Excellent written and verbal communication skills.
Strong computer skills, preferably in a Mac environment.
Ability to multitask and manage multiple projects independently, demonstrating good judgment and self-discipline.
Experience working effectively in a collaborative team environment.
Flexibility regarding working hours based on operational needs.

Nice To Haves

Bachelor’s degree preferred
Bilingual in English and Spanish is a plus.

Responsibilities

Serve as the primary point of contact for escalated or complex client inquiries, responding promptly and professionally via phone, email, and web.
Drive territory growth and retention by resolving cases with urgency, accuracy, and a high degree of customer satisfaction.
Maintain comprehensive and precise documentation of all communications, follow-up activities, and resolution steps in Salesforce and LIMS.
Ensure strict adherence to SOPs, quality standards, and compliance requirements while identifying opportunities to streamline processes.
Independently manage order workflows, proactively engaging with healthcare professionals to gather missing or critical information to ensure accurate order fulfillment.
Collaborate with Clinical Laboratory, Commercial, and Operations teams to troubleshoot issues and implement scalable solutions.
Manage the release, correction, and re-delivery of patient reports with a focus on timeliness and accuracy.
Leverage Salesforce and integrated systems to track, manage, and communicate case progress effectively.

Benefits

Guardant has 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.
At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.
The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity.
Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need.
Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs.
A background screening including criminal history is required for this role.
GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).
Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
All your information will be kept confidential according to EEO guidelines.
To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.
Please visit our career page at: http://www.guardanthealth.com/jobs/
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.
Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful.
They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.