Senior Client Services Associate

Guardant Health • Palo Alto, CA

22h • Hybrid

About The Position

The Senior Client Services Associate is responsible for providing exceptional support to Guardant Health customers, the Guardant Health Clinical Laboratory, and Sales Representatives. The Senior Client Services Associate must possess the ability to communicate professionally and effectively with all individuals, including external customers and internal Guardant Health personnel. This will be a hybrid opportunity in our Palo Alto location.

Requirements

• High school diploma, or its equivalent required plus experience.
• Ability to work as part of a team comprised of internal employees, contractors and managers.
• Ability to multitask and take on various projects.
• Ability to work with self-discipline, good judgment and independence in a dynamic office and/or remote setting.
• Excellent written, verbal communication skills are required, as is computer proficiency.
• Solid experience using Salesforce.com and Microsoft Office.
• AI & Digital Fluency: 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.
• All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays.
• Employee may be required to lift routine office supplies and use office equipment.
• A background screening including criminal history is required for this role.

Nice To Haves

• Bachelor’s degree preferred.
• 4+ years of experience working with customers in biotech, life science, diagnostic or healthcare setting is preferred.

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 that the team’s daily performance is in accordance with expected KPI’s.
• Responsible for troubleshooting and responding to or resolving 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 with 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.
• Other tasks/administrative duties as needed.

Benefits

• Flexibility with respect to working hours based on operational need.
• At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED