Client Services Associate assisting clients and patients with inquiries at Guardant Health. Delivering exceptional support and managing communication with a focus on professional relationships.
About the role
- Client Services Executive providing technical support and training for enterprise clients utilizing AI technology. Building relationships and ensuring optimal use of the Signal AI platform.
Responsibilities
- Responding to client inbound requests in a timely and concise manner as so to eliminate the likelihood of repeat issues:
- Offering technical support via a variety of inbound channels (chat, email, phone), which may include, but is not limited to:
- Assisting with login queries
- Email delivery investigations
- News article, publication and content investigations/analysis
- Investigating platform issues and potential bugs
- Analysing data sets
- Build strong relationships with key clients, providing exceptional technical support and guidance.
- Deliver and design engaging product training and onboard new clients.
- Proactively identify and resolve client issues.
- Manage complex client projects, collaborating effectively with internal teams (Sales, Customer Success, Implementation).
- Contribute to the development and improvement of client service processes.
- Advocate for client needs, influencing product roadmap development.
- Ability to understand overarching business goals and KPIs, ensuring adherence to processes and adapt to changing needs as they arise.
- Own and maintain our client-facing Help Centre, ensuring content is relevant and up-to-date.
- Mentor and coach junior team members.
Requirements
- Excellent English (C2 level for non-native speakers)
- Experience in a client-facing role (e.g., Sales Engineer, Customer Support Agent, Technical Account Manager) as well as experience in Product Training
- Experience with large enterprise clients
- Strong technical aptitude and problem-solving abilities
- Outstanding communication, interpersonal, and presentation skills
- Ability to work independently and as part of a team
- Experience using CRMs, Project Management tools (Salesforce, Jira, Trello or similar)
- Knowledge of social media landscape and APIs is a plus
- Must be able to work US hours while based in Lisbon - from 13h00 until 22h00, weekdays
Benefits
- Not specified
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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