CUSTOMER EXCELLENCE SPECIALIST
Company: Guardant Health
Location: Palo Alto
Posted on: October 19, 2024
Job Description:
Guardant Health is a leading precision oncology company focused
on helping conquer cancer globally through use of its proprietary
tests, vast data sets and advanced analytics. The Guardant Health
oncology platform leverages capabilities to drive commercial
adoption, improve patient clinical outcomes and lower healthcare
costs across all stages of the cancer care continuum. Guardant
Health has commercially launched Guardant360, Guardant360 CDx,
Guardant360 TissueNext, Guardant360 Response, and GuardantOMNI
tests for advanced stage cancer patients, and Guardant Reveal for
early-stage cancer patients. The Guardant Health screening
portfolio, including the Shield test, aims to address the needs of
individuals eligible for cancer screening.
Are you ready to apply Make sure you understand all the
responsibilities and tasks associated with this role before
proceeding.
Job DescriptionThe 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 to resolve
complex issues with customers, train internal and external partners
and execute process improvements projects to improve customer
experience.Responsibilities include:
- Provide specialized customer support to key accounts and
partner with customers and internal product teams to successfully
implement new initiatives like digital ordering system (portal,
EMR).
- Create content and SOPs for launches, train Client Services
team members and external partners.
- Assist in developing and executing knowledge management
resources for the department.
- Manage projects related to developing and implementing best
practices for the Client Services team, introduce process
excellence across the organization to improve overall
performance.
- Evaluate and implement new Customer Service/Experience tools
and software platforms and incorporate this knowledge into the
improvement initiatives.
- 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.
- Represent the Voice of the Customer and the needs of the team
in cross-functional meetings.
- Demonstrate flexibility and adaptability in a fast-paced
dynamic environment.Qualifications
- BS degree in Biological Sciences or a similar discipline is
required. Process improvement experience (Lean, Kaizen) is a
plus.
- 5+ years of process development or improvement, project
management, customer support/problem solving experience in pharma,
diagnostic, medical device, biotech or healthcare setting is
required.
- Proficient verbal and written communication skills; including
experience in writing SOPs and ability to consolidate, analyze, and
present data required.
- Experienced in training in classroom and/or virtual
setting.
- Prior experience working with Product and Software Development
teams is preferred.
- Prior experience implementing knowledge management tools and
learning software is preferred.
- Experienced with Excel (statistical functions), CRM, data
visualization tools (example of tools: Power BI, SFDC, Tableau),
learning and quality management software.
- Demonstrated proficiency in simplifying clinical oncology
technical material and terminologies into easily understood format
is desired.
- Able to manage cross-functional projects and analyze
sophisticated situations and recommend solutions.
- Ability to liaise with external partners and travel
domestically and internationally (up to 20%) for training and
company meetings is required.Additional InformationHybrid Work
Model: At Guardant Health, we have 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. We have found aligning our
scheduled in-office days allows our teams to do the best work and
creates the focused thinking time our innovative work requires. 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 US base salary range for this
full-time position is $66,300 to $106,100. The range does not
include benefits, and if applicable, bonus, commission, or equity.
The range displayed reflects the minimum and maximum target for new
hire salaries across all US locations for the posted role with the
exception of any locations specifically referenced below (if
any).For positions based in Palo Alto, CA or Redwood City, CA, the
base salary range for this full-time position is $88,400 to
$119,300. The range does not include benefits, and if applicable,
bonus, commission, or equity.Within the range, individual pay is
determined by work location and additional factors, including, but
not limited to, job-related skills, experience, and relevant
education or training. If you are selected to move forward, the
recruiting team will provide details specific to the factors
above.Employee may be required to lift routine office supplies and
use office equipment. Majority of the work is performed in a
desk/office environment; however, there may be exposure to high
noise levels, fumes, and biohazard material in the laboratory
environment. Ability to sit for extended periods of time.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. If you need support, please reach out to
Peopleteam@guardanthealth.com.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.
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Keywords: Guardant Health, Redwood City , CUSTOMER EXCELLENCE SPECIALIST, Other , Palo Alto, California
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