Full-Time Senior Manager, Client Services

The Senior Area Manager, Client Services will be a key member of the fast-paced Client Services Organization. The individual will work cross-functionally and contribute to business expansion in the assigned area by leading a team of Regional Supervisors and associates who provide outstanding customer service to Oncology healthcare providers and offices and sales support.

Ideal Candidate: Innovative, creative thinking skills to ensure cutting-edge client experience. Strong, consistent leadership and direction; translate company and department vision into measurable team goals/objectives; help team members understand their contributions to Guardant Health’s success.

Responsibilities:

1. Oversee a team handling inbound/outbound calls, problem resolution, customer complaints/concerns, portal setup/troubleshooting.
2. Lead a team (25+) aligning with field sales, providing exceptional sales support to the assigned Area field team.
3. Leverage sales directors/executives to ensure consistent high-level client satisfaction.
4. Build Client Services strategy/processes during product launches, operationalizing Guardant Health’s Therapy Selection and Longitudinal Monitoring Oncology Product Portfolio and Offerings.
5. Direct account managers/associates for quick/compliant problem resolution; identify gaps & improve workflows strategically through data analysis.
6. Drive projects/initiatives with sales leaders, virtually and in person, facilitating collaboration, meeting volume goals, customer satisfaction, and business objectives.
7. Manage team communication (phone, email, web inquiries) professionally.
8. Establish team resource plan, hire, train, coach, audit, assess competencies of CS Supervisors/Associates.
9. Provide regular feedback and identify areas for improvement for CS Associates.
10. Lead team meetings for procedure updates/training, best practices sharing, team engagement strategies.
11. Serve as point of contact for client/internal escalations, take ownership of escalated situations.
12. Create/present quality metrics internally and at audits (FDA).
13. Define team KPIs for performance evaluation.
14. Evaluate data (CRM, LIMS, Tableau) to derive insights, suggest performance/process improvements.
15. Present area business performance to executives at MBRs/QBRs, coach regional supervisors.
16. Advocate for client, patients, and Client Services team needs in cross-functional meetings.
17. Collaborate cross-functionally (Clinical Operations, Compliance, Software, Product, Sales, Marketing, Reimbursement) for efficiency/process improvements.
18. Drive efficiencies through process changes to sustain/grow client accounts.
19. Establish training program/materials (procedures/SOPs) with the Center of Excellence.
20. Provide vacation coverage for other Client Services Oncology Area leaders.
21. Demonstrate flexibility/adaptability in a fast-paced dynamic environment.

Qualifications:

• Bachelor’s degree in Biological Sciences (or similar).
• 12+ years experience in pharma, diagnostics, medical devices, biotech, or healthcare customer service.
• 5+ years independently managing a remote customer service/support/account management team (>20 employees).
• Oncology experience preferred.
• Experience working with commercial teams & influencing senior leaders.
• Excel proficiency (VLOOKUP, pivot tables, statistics).
• Strong problem-solving/crucial conversation skills.
• Proven track record of achieving goals/objectives.
• Quick learner, decision maker.
• Strong leadership presence/ability to work independently, communicate proactively, and prioritize.
• Knowledge of SFDC workflows.
• Excellent written/verbal communication & presentation skills.
• Flexibility with working hours.
• Up to 15% domestic travel.

Location: US, ideally within 50 miles of Guardant Health Palo Alto office.

Work Model: Hybrid; onsite Mondays, Tuesdays, Thursdays for employees within 50 miles of a Guardant facility.

Salary: $109,650 - $150,750 (US). Range does not include benefits, bonuses, or commissions.

Additional Details: Lifting office supplies, using office equipment, desk/office environment, potential exposure to noise, fumes, and biohazard material (in lab).

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