Client Engagement Leader, HealthTech - Remote

PHIL; Central City (KY); Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Job summary

PHIL is a Series D healthtech company delivering a direct-to-patient hub and prescription fulfillment platform. We seek a Manager, Client Engagement to lead a team that handles escalations from manufacturer field sales teams and drive cross-functional resolution.

This role emphasizes people leadership, process improvement, and shifting from ticket resolution to proactive prevention with AI-assisted support.

Qualifications

• Experience leading client-facing support or escalation teams in healthcare or healthtech.
• Proven track record of managing people and hitting KPIs such as SLA and CSAT.
• Experience working with cross-functional teams (Product, Operations, Sales).

Responsibilities

• Hire, onboard, and develop a Client Engagement team and set clear ownership.
• Lead regular 1:1s, coach and manage performance.
• Own ticket resolution metrics, including SLA, first-pass resolution, and reopen rate, for humans and AI.
• Own Knowledge Center content, escalation guidance, and AI triage rules.
• Coordinate with Operational Excellence and Engineering on AI automation and program launches.

Skills

Support operations

Escalation management

People management

Healthcare/healthtech experience

Data-driven decision making

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is a Series D healthtech company delivering a direct-to-patient hub and prescription fulfillment platform. We seek a Manager, Client Engagement to lead a team that handles escalations from manufacturer field sales teams and drive cross-functional resolution.

This role emphasizes people leadership, process improvement, and shifting from ticket resolution to proactive prevention with AI-assisted support.