Client Engagement Manager, Escalations & AI Triage

PHIL; Iowa Center (IA); A distancia; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote (US)

Competitive pay

Medical, dental, vision

401(k)

Parental leave

Descripción de la vacante

PHIL Inc. is seeking a Manager, Client Engagement to lead the team handling escalations from manufacturer field sales teams and drive cross-functional resolution. This role focuses on people leadership and operational improvements, not ticket triage, as AI-assisted triage expands.

You will report to the VP and collaborate with Client Success, Operational Excellence, and Product to ensure high-quality client outcomes and scalable processes.

Formación

• Led support or escalation teams in healthcare or health-tech.
• Experience in client support, escalation management, or support operations with people management.
• Managed KPIs (SLA, resolution rate, CSAT) and drove process improvements.

Responsabilidades

• Lead Client Engagement team; hire, onboard, coach, and manage performance.
• Oversee escalations and drive cross-functional resolutions with Product and Operations.
• Own knowledge content, AI/tria ge, and escalation guidelines.
• Ensure launch readiness and field education for new programs.

Conocimientos

Leadership

Escalation management

Healthcare knowledge

Data-driven decisions

Cross-functional collaboration

Educación

Bachelor's degree

Herramientas

Zendesk

Jira

BI dashboards

Descripción del empleo

PHIL Inc. is seeking a Manager, Client Engagement to lead the team handling escalations from manufacturer field sales teams and drive cross-functional resolution. This role focuses on people leadership and operational improvements, not ticket triage, as AI-assisted triage expands.

You will report to the VP and collaborate with Client Success, Operational Excellence, and Product to ensure high-quality client outcomes and scalable processes.