Client Services Associate II (West Region - PST Hours)

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.

About the Role:

The Client Services Associate II (CSA II) plays a pivotal role in delivering an exceptional client and patient experience within their assigned territory. Serving as a trusted partner to physicians, laboratories, hospitals, sales representatives, and patients, the CSA II not only resolves inquiries but also drives process improvements and contributes to the scalability of Guardant Health’s operations.

Working closely with the Sales Team, Laboratory Operations, and cross-functional stakeholders, the CSA II ensures cases are managed with efficiency, accuracy, and a client-first mindset. This role requires advanced problem-solving, strong communication skills, and the ability to manage more complex cases with limited supervision. The CSA II may also mentor and support the development of new team members, helping to foster a culture of excellence.

This role will be working PST hours.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for escalated or complex client inquiries, responding promptly and professionally via phone, email, and web.

• Drive territory growth and retention by resolving cases with urgency, accuracy, and a high degree of customer satisfaction.

• Maintain comprehensive and precise documentation of all communications, follow-up activities, and resolution steps in Salesforce and LIMS.

• Ensure strict adherence to SOPs, quality standards, and compliance requirements while identifying opportunities to streamline processes.

• Independently manage order workflows, proactively engaging with healthcare professionals to gather missing or critical information to ensure accurate order fulfillment.

• Collaborate with Clinical Laboratory, Commercial, and Operations teams to troubleshoot issues and implement scalable solutions.

• Manage the release, correction, and re-delivery of patient reports with a focus on timeliness and accuracy.

• Leverage Salesforce and integrated systems to track, manage, and communicate case progress effectively.

• Monitor and analyze key performance metrics, striving to meet or exceed individual and team goals while contributing to continuous improvement efforts.

• Apply advanced problem-solving skills to address customer concerns and manage escalations to resolution with minimal oversight.

• Provide peer support and mentorship to new or junior team members, reinforcing best practices and team standards.

• Assist with higher-level administrative tasks such as kit ordering, phlebotomy coordination, and process documentation.

• Demonstrate adaptability and resilience in a fast-paced, evolving environment.

• Perform additional duties as needed to support departmental and organizational objectives.

• Bachelor’s degree preferred; high school diploma or equivalent required, along with relevant experience.
• 2-4+ years experience working with customers within biotech, life sciences, diagnostics, or healthcare sectors is highly preferred.
• Proven proficiency using Salesforce.com and Microsoft Office Suite.
• Excellent written and verbal communication skills.
• Strong computer skills, preferably in a Mac environment.
• Ability to multitask and manage multiple projects independently, demonstrating good judgment and self-discipline.
• Experience working effectively in a collaborative team environment.
• Flexibility regarding working hours based on operational needs.
• Bilingual in English and Spanish is a plus.

Hybrid 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 hourly range for this full-time position is $23.53 to $28.54. The range does not include benefits and, if applicable, overtime, 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 hourly range for this full-time position is $27.69 to $32.36. The range does not include benefits and, if applicable, overtime, 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 [email protected]

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/

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