Customer Excellence Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $63.8k - $87.8k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

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Guardant Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

Guardant Health is a precision oncology company that specializes in using blood tests to revolutionize cancer care. Their innovative tests provide critical insights that help inform treatment decisions for patients across all stages of cancer. By leveraging advanced technology and data, Guardant Health aims to improve clinical outcomes and enhance the overall patient experience in the fight against cancer.

📋 Description

• Train internal and external partners and execute customer excellence process improvement projects • Conduct onboarding, refresher, and new product/process training for Client Services, external BPO partners, and other Guardant teams • Create SOPs and work instructions and assist with knowledge management resources • Maintain the Client Services Knowledge Base, including Confluence shared spaces, FAQs, and How-Tos • Relay relevant change management information to the larger team • Manage projects implementing Client Services best practices and process excellence • Assist with internal audit activities for Client Services • Collaborate across departments to improve process efficiencies and ensure SOPs and best practices are met • Help develop the department audit program and collaborate with subject matter experts on implementation • Collaborate with the software team to test enhancements that improve operational efficiency • Take on additional responsibilities as needed in a fast-paced environment

🎯 Requirements

• Typically requires a university degree and at least 2 years of related experience, or an advanced degree without experience • Customer support or training experience in pharma, diagnostics, medical devices, biotech, or healthcare desired • Proficient verbal and written communication skills • Experience writing SOPs • Experience implementing knowledge management tools and learning software is a plus • Ability to simplify clinical oncology technical material and terminology into an easily understood format desired • Ability to liaise with external partners • Ability to travel domestically for training and company meetings as needed • Curiosity, sound judgment, and ability to critically evaluate and responsibly leverage AI-enabled tools under company policies, ethical standards, and regulatory requirements • Background screening including criminal history required • Ability to lift routine office supplies and use office equipment • Ability to sit for extended periods

🏖️ Benefits

• Hybrid work model/flexible work-from-home days for eligible onsite employees • Work-life balance flexibility • Reasonable accommodations for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs • Equal opportunity employment • Company culture, core values, company meetings, sustainability commitment, recognition programs, and collaboration opportunities • Global talent community updates about new roles, company news, and industry breakthroughs