Senior Manager – Client Services

Senior Manager – Client Services

Requirements

• Bachelor’s degree in Biological Sciences or similar discipline is required
• 12+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is needed
• Minimum 5+ years of experience independently managing a remote & geographically-dispersed customer service/support/account management team with greater than 20 employees in diagnostics
• Ability to run excel functions (eg vlook up, pivot tables, statistics), generate reports, dashboards, graphs to monitor team performance, workload and other business metrics
• Critical independent thinking skills for anticipating and managing risks, setting KPIs and data mining and reporting team and business performance to senior leadership proactively is necessary
• Excellent problem solving and crucial conversation skills for resolving escalated situations with clients and internal teams
• Proven track record of successful achievement of goals/objectives; focused on results & the ability to focus on achieving daily, weekly, and long-term goals
• Quick 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 skills
• Strong leadership presence and ability to work independently, communicate proactively and prioritize team activities accurately while managing critical deadlines
• Extensive knowledge of using and designing workflows in SFDC
• Excellent written and verbal communication skills and demonstrated ability to present to executive team
• Flexibility with respect to working hours (including company holidays) based on client and company needs is a must
• Ability to travel domestically (up to 15%) for training and meetings is required

Responsibilities

• 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 & troubleshooting
• Lead a team of 25+ that aligns with the field sales organization and provides exceptional sales support to the assigned Area field team
• Leverage sales directors and account executives/managers to ensure Guardant is providing consistent high-level client satisfaction and best-in-class customer experience
• Build 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 Offerings
• Direct 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 strategically
• Drive 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 Health
• Establish 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 improvement
• Lead team meetings to update and train staff on procedures, share best practices, help plan and execute team engagement strategies
• Serve as a point of contact for client and internal escalations, take ownership of escalated situations and drive resolution
• Create, compile and present quality metrics internally and at audits conducted by the FDA
• Build and define team KPIs for metrics-based performance evaluation of the team and business
• Evaluate data from CRM (SFDC), LIMS, Tableau, derive actionable insights, suggest performance and process improvements proactively
• Present area business performance to company executives at departmental MBRs and QBRs and coach regional supervisors to do the same
• Advocate for the customer, patients and needs of the Client Services team in cross-functional meetings
• Collaborate 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 met
• Drive efficiencies through planning and implementation of process changes that will help sustain and grow client accounts through partnering with the Center of Excellence
• Establish training program and create training materials for the department in collaboration with the Center of Excellence including departmental procedures and Standard Operating Procedures (SOP)
• Provide vacation/PTO coverage for other Client Services Oncology Area leaders
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment

Preferred Qualifications

• Prior experience in the Oncology space is preferred