Senior Client Services Associate

Guardant Health; California (MO); Hybrid; USD 79,900,800 - 107,452,800; Full time

Benefits offered by this job

Hybrid work model

Job summary

Guardant Health is seeking a Senior Client Services Associate to deliver exceptional support to customers, the clinical lab, and sales teams. The role requires collaboration, strong communication, and the ability to multitask in a dynamic setting.

The position supports a hybrid onsite/remote work model and emphasizes adherence to KPIs, quality assurance, and cross-functional coordination. Experience in biotech or healthcare customer service is preferred.

Qualifications

• Bachelor’s degree preferred and high school diploma or equivalent required.
• 4+ years of experience working with customers in biotech, life science, diagnostic or healthcare settings preferred.
• Solid experience using Salesforce.com and Microsoft Office.
• Excellent written and verbal communication skills required.

Responsibilities

• Provide exceptional customer service to Guardant Health customers, the Clinical Laboratory, and Sales Representatives.
• Lead when leadership is unavailable and help drive KPI performance.
• Troubleshoot escalations and questions, ensuring proper documentation and follow-through.
• Assist with audits of client concerns, complaints, NCRs, DARs, and PHI disclosures as directed.
• Create and maintain SOPs, training materials, and website content; support QA & Training.
• Lead or assist with projects, UAT, or data requests as directed by leadership.

Skills

Customer service

Team collaboration

Multitasking

Excellent communication

Education

Bachelor’s degree preferred

High school diploma or equivalent

Tools

Salesforce.com

Microsoft Office

Job description

Company Description

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.

Position Summary

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.

Essential Duties and 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.

Qualifications

• Bachelor’s degree preferred.
• High school diploma, or its equivalent required plus experience.
• 4+ years of experience working with customers in biotech, life science, diagnostic or healthcare setting is preferred.
• 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.

Flexibility with respect to working hours based on operational need.

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.

Hybrid Work Model

This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has 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 annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need. Primary Location: Remote-USA-CA Primary Location Base Pay Range: $28 - $38 Other US Location(s) Base Pay Range: $26 - $36 If the role is performed in Colorado, the pay range for this job is: $28 - $38

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 [e-mail]

A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).

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.

Please visit our career page at: http://www.guardanthealth.com/jobs/