Client Services Associate
Guardant Health · United States
- Hybrid
- Full-time
- $31,000 / year
- United States
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Job highlights
- Serve as primary contact for client inquiries.
- Resolve complex cases with accuracy and speed.
- Document all client interactions in Salesforce.
- Collaborate with internal teams for solutions.
- Manage patient report release and correction.
About the role
About Guardant Health
Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.
Role Overview
The Client Services Associate plays a pivotal role in delivering an exceptional client and patient experience within their assigned territory. Serving as a trusted partner to physicians, laboratories, hospitals, sales representatives, and patients, the CSA I not only resolves inquiries but also drives process improvements and contributes to the scalability of Guardant Health’s operations.
Working closely with the Sales Team, Laboratory Operations, and cross-functional stakeholders, the CSA I ensures cases are managed with efficiency, accuracy, and a client-first mindset. This role requires advanced problem-solving, strong communication skills, and the ability to manage more complex cases with limited supervision. The CSA I may also mentor and support the development of new team members, helping to foster a culture of excellence.
This role will be working CST or PST hours, depending on business need.
Essential Duties And Responsibilities
- Serve as the primary point of contact for escalated or complex client inquiries, responding promptly and professionally via phone, email, and web.
- Drive territory growth and retention by resolving cases with urgency, accuracy, and a high degree of customer satisfaction.
- Maintain comprehensive and precise documentation of all communications, follow-up activities, and resolution steps in Salesforce and LIMS.
- Ensure strict adherence to SOPs, quality standards, and compliance requirements while identifying opportunities to streamline processes.
- Independently manage order workflows, proactively engaging with healthcare professionals to gather missing or critical information to ensure accurate order fulfillment.
- Collaborate with Clinical Laboratory, Commercial, and Operations teams to troubleshoot issues and implement scalable solutions.
- Manage the release, correction, and re-delivery of patient reports with a focus on timeliness and accuracy.
- Leverage Salesforce and integrated systems to track, manage, and communicate case progress effectively.
Essential Qualifications
- Bachelor’s degree preferred; high school diploma or equivalent required, along with relevant experience.
- 2+ years experience working with customers within biotech, life sciences, diagnostics, or healthcare sectors is highly preferred.
- Proven proficiency using Salesforce.com and Microsoft Office Suite.
- Excellent written and verbal communication skills.
- Strong computer skills, preferably in a Mac environment.
- Ability to multitask and manage multiple projects independently, demonstrating good judgment and self-discipline.
- Experience working effectively in a collaborative team environment.
- Flexibility regarding working hours based on operational needs.
Preferred Qualifications
- Bilingual in English and Spanish is a plus.
Hybrid Work Model
This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.
Compensation and Benefits
The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need. Primary Location: Remote - Open Position (USA) Primary Location Base Pay Range: $23 - $31 Other US Location(s) Base Pay Range: $23 - $31 If the role is performed in Colorado, the pay range for this job is: $24 - $33
Work Environment
Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.
Equal Opportunity Employer and Accommodations
Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to Peopleteam@guardanthealth.com
A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).
Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
All your information will be kept confidential according to EEO guidelines.
To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.
Please visit our career page at: http://www.guardanthealth.com/jobs/
Key skills/competency
- Client Services
- Customer Support
- Salesforce
- Biotech
- Life Sciences
- Healthcare
- Problem-Solving
- Communication Skills
- Process Improvement
- Case Management
Skills & topics
- Client Services Associate
- Customer Service
- Salesforce
- Biotech
- Life Sciences
- Healthcare
- Diagnostics
- Associate
- Entry Level
- Customer Support
How to get hired
- Tailor your resume: Highlight customer service, Salesforce, and biotech/healthcare experience.
- Showcase problem-solving: Provide examples of resolving complex client issues.
- Demonstrate communication skills: Emphasize written and verbal proficiency.
- Understand the company: Research Guardant Health's mission and impact.
- Prepare for interviews: Be ready to discuss case management and collaboration.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the typical working hours for a Client Services Associate at Guardant Health?
- The Client Services Associate role will be working CST or PST hours, depending on business need. Flexibility regarding working hours based on operational needs is also a requirement.
- Is this a remote position or hybrid for a Client Services Associate at Guardant Health?
- This is a remote position based in the USA. However, Guardant Health also has a hybrid work model for eligible onsite employees, with specific days for in-person collaboration.
- What is the required experience for the Client Services Associate role at Guardant Health?
- A Bachelor’s degree is preferred, or a high school diploma with relevant experience. At least 2 years of customer-facing experience in biotech, life sciences, diagnostics, or healthcare is highly preferred, along with proficiency in Salesforce.com and Microsoft Office Suite.
- What kind of technical skills are important for the Client Services Associate position?
- Strong computer skills, particularly in a Mac environment, are preferred. Proficiency with Salesforce.com and the Microsoft Office Suite is essential for managing cases and documentation.
- How does Guardant Health handle accommodations for candidates with disabilities for the Client Services Associate role?
- Guardant Health is committed to providing reasonable accommodations. Candidates needing support during the hiring process should reach out to Peopleteam@guardanthealth.com.
- What is the salary range for a Client Services Associate at Guardant Health?
- The primary US remote location base pay range is $23 - $31 per hour. For Colorado, the range is $24 - $33 per hour. This range does not include benefits or potential bonuses.
- What is the role of a Client Services Associate in relation to sales and operations?
- The Client Services Associate works closely with the Sales Team, Laboratory Operations, and other cross-functional stakeholders to ensure efficient and accurate case management, driving territory growth and customer satisfaction.
- Does Guardant Health require a background check for the Client Services Associate position?
- Yes, a background screening, including criminal history, is required for this role. Guardant Health will consider applicants with criminal histories in accordance with applicable laws.