Job Description
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 system (portal, EMR)
- 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
- This role is located in Palo Alto, CA and requires being onsite on Mondays, Tuesdays, and Thursdays.
- BS degree in Biological Sciences or a similar discipline. Process improvement experience (Lean, Kaizen) is a plus
- 5+ years of customer support/problem solving experience in pharma, diagnostic, medical device, biotech or healthcare setting is desired
- 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 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
See more jobs at Guardant Health
Apply for this job