Customer Experience Specialist

1 week 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.

  • Customer Experience Specialist

    4 weeks ago

    Palo Alto, California, United States Juut Midwest, Inc. Full time

    Job Title: Guest Service SpecialistAt Juut Salonspa, we're committed to delivering exceptional customer experiences that leave a lasting impression. As a Guest Service Specialist, you'll play a vital role in ensuring our guests feel welcome, valued, and cared for throughout their visit.Key Responsibilities:Provide personalized service to guests, ensuring...

  • Customer Experience Specialist

    1 week ago

    Palo Alto, California, United States ZEGNA Full time

    About ZegnaAs a leading global luxury menswear brand, Zegna is committed to delivering exceptional customer experiences. We are seeking a skilled Customer Advisor to join our team and help transform store visits into memorable luxury shopping experiences.Key ResponsibilitiesProvide personalized service to customers, ensuring a seamless and enjoyable shopping...

  • Customer Experience Ambassador

    2 weeks ago

    Palo Alto, California, United States Juut Midwest, Inc. Full time

    Job SummaryThe Guest Service Specialist is responsible for providing an exceptional customer experience to all JUUT guests. This role involves performing front desk duties, ensuring positive and uplifting experiences for all customers, and upholding the Daymaker philosophy.Key ResponsibilitiesGreet guests upon arrival and provide a warm welcomeCheck-in...

  • Sales Associate

    1 week ago

    Palo Alto, California, United States Paper Source Full time

    Job Summary:To deliver exceptional customer experiences, you will provide friendly, genuine, and professional service, prioritizing customers' needs above all else. You will make the shopping experience engaging and interactive by sharing your knowledge and enthusiasm, helping customers choose special gifts, unique cards, or gorgeous wraps.You will create...

  • Customer Experience Associate

    1 month ago

    Palo Alto, California, United States Earnin Full time

    About EarninEarnin is a pioneering fintech company that empowers individuals with real-time financial flexibility. Our mission is to deliver innovative products that address the unique needs of those living paycheck to paycheck. With over 13 million app downloads and $15 billion in earnings accessed, we're committed to providing a seamless experience for our...

  • Customer Experience Ambassador

    4 weeks ago

    Palo Alto, California, United States Patagonia Full time

    Job Title: Customer Experience GuideWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Guide. As a key member of our retail team, you will be responsible for delivering exceptional customer service, creating a positive shopping experience, and promoting our brand values.Key Responsibilities:Optimize...

  • Certified Nursing Assistant

    4 days ago

    Palo Alto, California, United States Customer Value Partners Full time

    Job Summary:We are seeking a Certified Nursing Assistant to support our operations within the VA Palo Alto Health Care System. As a CNA, you will provide a range of assistance and support for Veteran patients, including personal patient care, support for diagnostic procedures, and basic patient instruction under the guidance of a Registered...

  • Sales Associate

    2 weeks ago

    Palo Alto, California, United States Anthropologie Full time

    About the RoleWe are seeking a highly motivated and customer-focused Sales Associate to join our team at Anthropologie. As a Sales Associate, you will play a key role in driving sales and providing an exceptional customer experience.Key ResponsibilitiesCustomer ExperienceDevelop genuine relationships with customers to understand their needs and...

  • Certified Nursing Assistant

    2 weeks ago

    Palo Alto, California, United States Customer Value Partners Full time

    About the RoleWe are seeking a Certified Nursing Assistant to support our operations within the VA Palo Alto Health Care System. As a CNA, you will provide a range of assistance and support for Veteran patients, including personal patient care, support for diagnostic procedures, and technical nursing treatments as delegated by Nursing...

  • Sales Lead

    2 weeks ago

    Palo Alto, California, United States Janie and Jack LLC Full time

    Job SummaryWe are seeking a Sales Lead to join our team at Janie and Jack LLC. As a Sales Lead, you will be responsible for providing exceptional customer experiences, building relationships with customers, and driving sales growth.Key ResponsibilitiesLead by example, demonstrating a strong work ethic and commitment to excellence.Build and maintain strong...

  • Customer Service Representative

    3 weeks ago

    Palo Alto, California, United States Randstad Full time

    Service Specialist Role at RandstadRandstad is seeking a skilled Service Specialist to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional service to our clients.Key Responsibilities:Treat each customer with individual attention and care.Strive to consistently improve the overall customer experience...

  • Customer Service Representative

    2 weeks ago

    Palo Alto, California, United States Home Depot Full time

    Job DescriptionPosition Purpose:As a Customer Service/Sales associate at Home Depot, you will provide exceptional customer service by actively seeking out customers to assess their needs and provide assistance. You will learn about products using our tools and provide information to customers to sell an entire project.Key responsibilities include:Greeting...

  • Anthropologie Sales Associate

    4 days ago

    Palo Alto, California, United States Anthropologie Full time

    Role SummaryA Sales Associate at Anthropologie contributes to driving sales through providing a genuine and unique experience to each customer.Key ResponsibilitiesCustomer ExperienceEngage with customers in a personalized way, making them feel welcome, heard, and valued.Support a selling environment on the sales floor by connecting with multiple customers...

  • Customer Service Representative

    1 month ago

    Palo Alto, California, United States Home Depot Full time

    Job DescriptionPosition Purpose:As a Customer Service/Sales associate at Home Depot, you will provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. You will learn about products using our tools and provide information to customers to sell an entire project.You will learn how to greet, qualify,...

  • Customer Solutions Expert

    3 weeks ago

    Palo Alto, California, United States TM Management Group Full time

    Job OverviewWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Solutions Specialist. As a key member of our organization, you will play a vital role in delivering exceptional customer experiences and driving business growth.Key ResponsibilitiesIdentify and pursue new sales leads through targeted marketing...

  • Service Specialist

    3 weeks ago

    Palo Alto, California, United States Randstad Full time

    Service Specialist Job DescriptionWe are seeking a highly skilled and detail-oriented Service Specialist to join our team at Randstad. As a Service Specialist, you will provide exceptional support to our clients and internal teams, ensuring seamless service delivery and exceeding customer expectations.Key Responsibilities:Provide support for miscellaneous...

  • Executive Briefing Program Experience Lead – Customer Welcome Center

    4 weeks ago

    Palo Alto, California, United States Hewlett-Packard Full time

    About the RoleThe Customer Welcome Centers (CWCs) are the epicenter of HP's Executive Engagement Strategy. We are seeking a passionate leader to join our Customer Experience Program team in the Palo Alto CWC, located at HP headquarters. This is a highly visible role, representing one of the world's leading IT Companies to its most valuable customers and...

  • Executive Briefing Program Experience Lead

    3 weeks ago

    Palo Alto, California, United States Hewlett-Packard Full time

    About the RoleThe Customer Welcome Centers (CWCs) are the hub of HP's Executive Engagement Strategy. We are seeking a seasoned leader to join our Customer Experience Program team in the Palo Alto CWC, located at HP headquarters. This role offers a unique opportunity to work with exciting technologies and innovative businesses at HP Inc.Key...

  • Customer Service Representative

    2 weeks ago

    Palo Alto, California, United States YE California Full time

    Job OverviewAs a Customer Service Specialist at YE California, you will play a key role in converting clients into tailored programs. Your primary objective will be to engage with customers, initiate meaningful conversations, and set up appointments that lead to successful sales opportunities.Key Responsibilities:Appointment Setting: Schedule meetings or...

  • IT Support Specialist

    2 weeks ago

    Palo Alto, California, United States Culturetech Solutions Full time

    Job OverviewCulturetech Solutions is a boutique information technology services company that values long-term relationships and consistent performance. We are seeking an IT Support Specialist to join our team and provide helpdesk support to our clients.Title: IT Support SpecialistDuration: Contract to HireLocation: Onsite - South San FranciscoStart Date:...