Client Engagement Lead, HealthTech (Remote)

PHIL, Inc.; San Francisco (CA); Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Fully remote in listed states

Competitive compensation

Full medical/dental/vision

401(k) plan

Paid parental leave

Job summary

PHIL Inc. is seeking a Manager of Client Engagement to lead a team handling manufacturer client escalations and drive cross-functional resolutions.

You will shift focus from reacting to preventing escalations, while collaborating with Client Success, Operational Excellence, and Product to raise service quality. You’ll report to the VP, HCP Engagement and guide a team that balances human and AI-supported responses, aiming for faster resolutions, higher satisfaction, and scalable improvements

Qualifications

• Our strongest candidates have led support or escalation teams in a hub, specialty pharmacy, patient services program, or health-tech company.
• They know how prescription access works and how one delayed order lands with a manufacturer's sales team.
• Experience in client support, escalation management, or support operations, including managing people, ideally in healthcare or health-tech.
• You’ve owned support KPIs (SLA, resolution rate, customer satisfaction) and moved them through changes to process, staffing, and quality.

Responsibilities

• Team leadership: Hire, onboard, and develop a team of Client Engagement professionals. Run regular 1:1s, coach to clear goals, and manage performance. Set clear ownership across ticket resolution, root cause analysis, and client-level follow-through so each person knows what they own and when to hand off.
• Ticket performance, human and AI: Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents. Run QA on human and AI responses for accuracy and compliance with each client's program rules.
• Knowledge and AI content: Own the Knowledge Center and the content, decision rules, and escalation guidance that support human and AI responses. Partner with Operational Excellence and Engineering to implement AI triage and automation, and recommend expanded AI use based on agreed quality, compliance, and escalation criteria.
• Escalations into fixes: Turn recurring escalations into actionable improvements. Ensure the team identifies root causes, assigns accountable owners, and drives cross-functional follow-through, whether the outcome is a PHIL process or product fix, a recommended change to client business rules, or clear communication to the client.
• Launch readiness and field education: Work with Client Success and Operational Excellence so the field rep escalation process is ready for every new program launch, and support field sales training on the program dashboard and field rep portal.

Skills

Client support

Escalation management

Healthcare knowledge

Cross-functional collaboration

KPI management

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL Inc. is seeking a Manager of Client Engagement to lead a team handling manufacturer client escalations and drive cross-functional resolutions.

You will shift focus from reacting to preventing escalations, while collaborating with Client Success, Operational Excellence, and Product to raise service quality. You’ll report to the VP, HCP Engagement and guide a team that balances human and AI-supported responses, aiming for faster resolutions, higher satisfaction, and scalable improvements