Customer Experience Specialist

4 weeks ago

Palo Alto, California, United States Guardant Health Full time
Job Description

Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through the use of its proprietary tests, vast data sets, and advanced analytics. The company's oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes, and lower healthcare costs across all stages of the cancer care continuum.

The Customer Excellence Specialist will be a key member of the Client Services (Center of Excellence) Organization. This new position will work in a matrix organization to resolve complex issues with customers, train internal and external partners, and execute process improvements projects to improve customer experience.

  • Provide specialized customer support to key accounts and partner with customers and internal product teams to successfully implement new initiatives like digital ordering systems.
  • Create content and SOPs for launches, train Client Services team members, and external partners.
  • Assist in developing and executing knowledge management resources for the department.
  • Manage projects related to developing and implementing best practices for the Client Services team, introduce process excellence across the organization to improve overall performance.
  • Evaluate and implement new Customer Service/Experience tools and software platforms and incorporate this knowledge into the improvement initiatives.
  • Collaborate with other departments to develop and enhance processes efficiencies between the functional areas to ensure that SOPs and best practices for each team are met.
  • Help develop the audit program for the department and collaborate with SMEs to implement it.
  • Collaborate with the software team to test enhancements leading to improvements in operational efficiencies.
  • Represent the Voice of the Customer and the needs of the team in cross-functional meetings.
  • Demonstrate flexibility and adaptability in a fast-paced dynamic environment.

Qualifications:

  • BS degree in Biological Sciences or a similar discipline is required. Process improvement experience (Lean, Kaizen) is a plus.
  • 5+ years of process development or improvement, project management, customer support/problem solving experience in pharma, diagnostic, medical device, biotech, or healthcare setting is required.
  • Proficient verbal and written communication skills; including experience in writing SOPs and ability to consolidate, analyze, and present data required.
  • Experienced in training in classroom and/or virtual setting.
  • Prior experience working with Product and Software Development teams is preferred.
  • Prior experience implementing knowledge management tools and learning software is preferred.
  • Experienced with Excel (statistical functions), CRM, data visualization tools (example of tools: Power BI, SFDC, Tableau), learning and quality management software.
  • Demonstrated proficiency in simplifying clinical oncology technical material and terminologies into easily understood format is desired.
  • Able to manage cross-functional projects and analyze sophisticated situations and recommend solutions.
  • Ability to liaise with external partners and travel domestically and internationally (up to 20%) for training and company meetings is required.

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