Supervisor, Client Services
Guardant Health
full-time
Posted on:
Location Type: Hybrid
Location: Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $78,200 - $107,550 per year
Job Level
Mid-LevelSenior
Tech Stack
SFDCTableau
About the role
- Supervise, coach, train, and audit a team of CSAs to maintain a high-performing, client-focused culture.
- Oversee responses to client inquiries (phone, email, web) from physicians, labs, hospitals, sales teams, and patients.
- Support performance management through feedback, recognition, and corrective action.
- Analyze data and metrics using CRM and reporting tools (e.g., SFDC, LIMS, Tableau) to drive performance and process improvements.
- Collaborate with regional sales and account teams to ensure client satisfaction and efficient patient access.
- Manage case queues to support regional growth and rapid issue resolution.
- Develop and update Standard Operating Procedures and leadership documentation.
- Serve as an escalation point for client and internal issues; coordinate with the Clinical Lab to ensure accurate data entry and resolution.
- Represent Client Services in cross-functional initiatives and serve as a subject matter expert on process improvements.
- Adapt to evolving business needs, including flexible hours and occasional travel (up to 25 lbs lifting may be required).
Requirements
- Bachelor’s degree in Biological Sciences or related field preferred.
- 5+ years in client services within healthcare, diagnostics, or biotech; 3+ years of supervisory experience.
- Strong organizational, analytical, and problem-solving skills with proven leadership in coaching and mentoring teams.
- Proficiency in Microsoft Office; experience with Salesforce, LIMS, Tableau, JIRA, or Confluence is a plus.
- Excellent communication and interpersonal skills, capable of managing complex client interactions and escalations.
- Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment.
- Flexibility to work varied hours and travel for meetings, trainings, or client visits.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisperformance managementcoachingmentoringproblem-solvingorganizational skillsclient servicessupervisory experienceprocess improvementsstandard operating procedures
Soft skills
leadershipcommunicationinterpersonal skillsflexibilityadaptabilityanalytical skillsclient interaction managementteam collaborationmulti-priority managementdynamic environment management