Full-Time Senior Manager, Client Services

Senior Area Manager, Client Services will be a key member of the fast-paced Client Services Organization.

Will work cross-functionally and contribute to business expansion in assigned area.

Lead a team of Regional Supervisors and associates providing outstanding customer service to Oncology healthcare providers, offices, and sales support.

Possess innovative, creative thinking skills to ensure cutting-edge client experience.

Provide strong, consistent leadership and direction.

Translate company and department vision into measurable goals and objectives.

Help team members understand their contribution to Guardant Health’s success.

1. Oversee a team responsible for inbound/outbound calls, problem resolution, customer complaints, portal setup & troubleshooting.
2. Lead a team of 25+ aligning with field sales, providing exceptional sales support.
3. Leverage sales directors and account executives to ensure high-level client satisfaction.
4. Build Client Services strategy, processes, and procedures during product launches.
5. Direct account managers and client service associates to resolve problem cases compliantly.
6. Identify gaps through data analysis to improve workflows.
7. Drive projects/initiatives with sales leaders virtually and in-person.
8. Manage team communication (phone, email, web inquiries).
9. Establish team resource plan, hire, train, coach, audit, and assess team competencies.
10. Provide regular feedback to CSAs on performance and identify improvement areas.
11. Lead team meetings to update staff, share best practices, plan engagement strategies.
12. Serve as point of contact for client and internal escalations.
13. Create, compile, and present quality metrics.
14. Build and define team KPIs for performance evaluation.
15. Evaluate data from CRM, LIMS, Tableau.
16. Suggest performance and process improvements.
17. Present area business performance to executives.
18. Advocate for the customer and needs of the Client Services team.
19. Collaborate with cross-functional departments.
20. Drive efficiencies through process changes.
21. Establish training program and create training materials.
22. Provide vacation/PTO coverage.

Requirements:

• Bachelor's degree in Biological Sciences or similar.
• 12+ years of experience working with customers in pharma, diagnostics, medical devices, biotech, or healthcare.
• 5+ years independently managing a remote customer service/support/account management team (greater than 20 employees).
• Oncology experience preferred.
• Experience in a commercial team, collaboration with senior leaders.
• Excel skills (VLOOKUP, pivot tables, statistics).
• Critical thinking for anticipating and managing risks.
• Excellent problem-solving and communication skills.
• Proven track record of goal achievement.
• Quick learner and decision-maker.
• Strong leadership presence.
• Excellent written and verbal communication.
• Flexibility with working hours, including holidays.
• Domestic travel (up to 15%).
• Hybrid work model (onsite Mondays, Tuesdays, Thursdays).
• Salary range: $109,650 - $150,750.

Employee responsibilities may include: lifting office supplies, use of office equipment, and potentially exposure to high noise levels, fumes, biohazard material in lab environments.

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