Supervisor, Client Services

Guardant Health

8d•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. We are looking for a Client Services Supervisor to join our Client Services Organization. The Client Services Supervisor is responsible for reporting metrics, supervising, monitoring, auditing, and coaching their team. In addition to overseeing day-to-day operations, the supervisor actively contributes to client support, modeling best practices and setting a high standard for service delivery. This role works cross-functionally to ensure the territory their team supports meets business objectives and that all client issues are resolved in a timely and effective manner. The Supervisor must communicate professionally and effectively with both external customers and internal Guardant Health personnel, while promoting accountability, collaboration, and continuous improvement across the team.

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

Nice To Haves

Bilingual English/Spanish is an asset

Responsibilities

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