Customer Excellence Specialist

Guardant Health

2d•$63,835 - $87,805•Hybrid

About The Position

The Customer Excellence Specialist will be a key member of the Client Services (Center of Excellence) Organization. This new position will work in a matrix organization and the primary responsibilities will be to train internal and external partners and execute process improvements projects related to customer excellence.

Requirements

Typically requires a university degree and typically at least 2 years of related experience; or an advanced degree without experience.
Proficient verbal and written communication skills; including experience in writing SOPs
Ability to liaise with external partners and travel domestically for training and company meetings is as needed
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 the efficiency, effectiveness, and quality of work.

Nice To Haves

Customer support/training experience in pharma, diagnostic, medical device, biotech or healthcare setting is desired
Prior experience implementing knowledge management tools and learning software is a plus
Demonstrated proficiency in simplifying clinical oncology technical material and terminologies into easily understood format is desired

Responsibilities

Conduct onboarding, refresher and new product/process training for the Client Services organization, external partners (BPO) and other teams within Guardant as needed
Create SOPs, work instructions and assist in developing and executing knowledge management resources for the department
Maintain Client Services Knowledge Base, including Confluence shared spaces, FAQs and How-Tos, and relay relevant change management information to the larger team
Manage projects related to developing and implementing best practices for the Client Services team, introduce process excellence across the organization to improve overall performance
Assist in internal audit activities for Client Services
Collaborate with other departments to develop and enhance process efficiencies between the functional areas to ensure that SOPs and best practices for each team are met
Help develop the audit program for the department and collaborate with SMEs to implement it
Collaborate with the software team to test enhancements leading to improvements in operational efficiencies
Demonstrate flexibility and adaptability in a fast-paced dynamic environment and take on additional responsibilities as needed