Client Engagement Manager – Healthtech Escalations

PHIL; Tallahassee (FL); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote in US states

Competitive compensation

Full benefits

401(k) plan

Parental leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead the team handling escalations from manufacturer field sales teams and drive cross-functional resolution. As AI scales, you will shift toward preventing escalations, guiding quality and follow-through.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to improve processes and outcomes.

Qualifications

• Led support or escalation teams in hub, specialty pharmacy, patient services program, or health-tech.
• Experience in client support, escalation management, or support operations, including managing people.
• Owned support KPIs (SLA, resolution rate, customer satisfaction) and moved them through changes to process, staffing, and quality.
• Driven cross-functional resolution with Product, Operations, and client-facing teams

Responsibilities

• Hire, onboard, and develop a team of Client Engagement professionals; set ownership across ticket resolution, root-cause analysis, and follow-through.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for team and AI; QA human and AI responses for accuracy and compliance.
• Own Knowledge Center content, escalation guidance, and partner with Engineering to implement AI triage and automation.
• Turn recurring escalations into actionable improvements; assign owners and drive cross-functional follow-through for process or product fixes.
• Coordinate launch readiness and field education so escalations are ready for new programs and field sales training on dashboards and portal

Skills

Client support

Escalation management

Support operations

KPIs (SLA)

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Job description

PHIL is seeking a Manager, Client Engagement to lead the team handling escalations from manufacturer field sales teams and drive cross-functional resolution. As AI scales, you will shift toward preventing escalations, guiding quality and follow-through.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to improve processes and outcomes.