Customer Excellence Specialist

Guardant Health

2d • Hybrid

About The Position

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® is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook. 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 and internationally for training and company meetings is required

Nice To Haves

• Customer support/training experience in pharma, diagnostic, medical device, biotech or healthcare setting is desired
• Field Commercial team (sales/business development) support/training experience in pharma, diagnostic, medical device, biotech, or healthcare setting is desired
• Experienced in training in classroom and/or virtual setting
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees