Customer Excellence Specialist
| Company | Guardant Health |
|---|---|
| Location | Palo Alto, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- Typically requires a university degree and typically at least 2 years of related experience; or an advanced degree without experience.
- Proficient verbal and written communication skills; including experience in writing SOPs
- Experienced in training in classroom and/or virtual setting
- Ability to liaise with external partners and travel domestically and internationally for training and company meetings is required
Responsibilities
- Conduct onboarding, refresher and new product/process training for the Client Services organization, external partners (BPO) and other teams within Guardant as needed
- Create SOPs, work instructions and assist in developing and executing knowledge management resources for the department
- Maintain Client Services Knowledge Base, including Confluence shared spaces, FAQs and How-Tos, and relay relevant change management information to the larger team
- Manage projects related to developing and implementing best practices for the Client Services team, introduce process excellence across the organization to improve overall performance
- Assist in internal audit activities for Client Services
- Collaborate with other departments to develop and enhance process 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
- Demonstrate flexibility and adaptability in a fast-paced dynamic environment and take on additional responsibilities as needed
Preferred Qualifications
- Customer support/training experience in pharma, diagnostic, medical device, biotech or healthcare setting is desired
- Field Commercial team (sales/business development) support/training experience in pharma, diagnostic, medical device, biotech, or healthcare setting is desired
- Prior experience implementing knowledge management tools and learning software is a plus
- Demonstrated proficiency in simplifying clinical oncology technical material and terminologies into easily understood format is desired