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 the 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. The ideal candidate must possess innovative, creative thinking skills to ensure the organization provides cutting-edge client experience. Provide strong, consistent leadership and direction, translate company and department vision into measurable goals and objectives for the team, and help team members understand how they contribute to Guardant Health’s success.

Responsibilitie

• s
  Oversee a team responsible for inbound and outbound calls to customers, providers & patients, problem case resolution, capturing customer complaints and concerns, assisting with portal account set up & troubleshooti
• ngLead a team of 25+ that aligns with the field sales organization and provides exceptional sales support to the assigned Area field te
• amLeverage sales directors and account executives/managers to ensure Guardant is providing consistent high-level client satisfaction and best-in-class customer experien
• ceBuild Client Services strategy, processes and procedures in collaboration with the Center of Excellence during product launches to operationalize Guardant Health’s Therapy Selection and Longitudinal Monitoring Oncology Product Portfolio and Offerin
• gsDirect account managers and client service associates to ensure problem cases are resolved quickly and compliantly; identify gaps through rigorous data analysis and help improve workflows strategical
• lyDrive projects and initiatives with sales leaders and their teams virtually and in person to facilitate collaboration and to meet volume goals, customer satisfaction and other business objectives •
• -Manage team communication: phone, email and web inquiries from clients, sales representatives and patients, while always demonstrating a positive and professional image for Guardant Heal
• thEstablish team resource plan, hire, train, coach, audit, perform competency assessments for a team of Customer Service Supervisors and Associates in collaboration with other Client Services Area leaders. Provide regular feedback to CSAs on their performance and identify areas of improveme
• ntLead team meetings to update and train staff on procedures, share best practices, help plan and execute team engagement strategi
• esServe as a point of contact for client and internal escalations, take ownership of escalated situations and drive resoluti
• onCreate, compile and present quality metrics internally and at audits conducted by the F
• DABuild and define team KPIs for metrics-based performance evaluation of the team and busine
• ssEvaluate data from CRM (SFDC), LIMS, Tableau, derive actionable insights, suggest performance and process improvements proactive
• lyPresent area business performance to company executives at departmental MBRs and QBRs and coach regional supervisors to do the sa
• meAdvocate for the customer, patients and needs of the Client Services team in cross-functional meetin
• gsCollaborate cross functionally with Clinical Operations, Compliance, Software, Product, Sales, Marketing and Reimbursement departments in developing efficiencies/processes between the functional areas to ensure that SOPs and best practices for each department are m
• etDrive efficiencies through planning and implementation of process changes that will help sustain and grow client accounts through partnering with the Center of Excellen
• ceEstablish training program and create training materials for the department in collaboration with the Center of Excellence including departmental procedures and Standard Operating Procedures (SO
• P)Provide vacation/PTO coverage for other Client Services Oncology Area leade
• rsDemonstrate flexibility and adaptability in a fast-paced dynamic environme

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Qualificati

• ons
  Bachelor’s degree in Biological Sciences or similar discipline is requ
• ired12+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is ne
• ededMinimum 5+ years of experience independently managing a remote & geographically- dispersed customer service/support/account management team with greater than 20 employees in diagnos
• ticsPrior experience in the Oncology space is prefe
• rredExperience working within a commercial team and ability to collaborate with and influence senior leaders cross functionally is a
• mustAbility to run excel functions (eg vlook up, pivot tables, statistics), generate reports, dashboards, graphs to monitor team performance, workload and other business met
• ricsCritical independent thinking skills for anticipating and managing risks, setting KPIs and data mining and reporting team and business performance to senior leadership proactively is neces
• saryExcellent problem solving and crucial conversation skills for resolving escalated situations with clients and internal t
• eamsProven track record of successful achievement of goals/objectives; focused on results & the ability to focus on achieving daily, weekly, and long-term g
• oalsQuick learner and decision maker who can work collaboratively in an operationally complex multi-product environment and demonstrates ability to lead and adapt to rapid product launches, changing procedures and policies with excellent change management sk
• illsStrong leadership presence and ability to work independently, communicate proactively and prioritize team activities accurately while managing critical deadl
• inesExtensive knowledge of using and designing workflows in
• SFDCExcellent written and verbal communication skills and demonstrated ability to present to executive
• teamFlexibility with respect to working hours (including company holidays) based on client and company needs is a
• mustAbility to travel domestically (up to 15%) for training and meetings is requ
• iredLocation: The candidate can be based anywhere in US, ideal candidate will be based within 50 miles of Guardant Health Palo Alto Of
• ficeHours and days may vary depending on business needs including availability to work on Guardant holidays to help patients as ne