Client Engagement Manager — HealthTech (Remote)

PHIL; Austin (TX); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Fully remote in multiple states

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams, driving cross-functional resolution. This human-and-AI driven role focuses on preventing escalations as AI takes on more task handling, reporting to the VP, HCP Engagement.

You will collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure quality and timely follow-through, shaping the program dashboard and field rep portal.

Qualifications

• Bachelor's degree or equivalent experience.
• 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.
• You've driven cross-functional resolution of recurring issues with Product, Operations, and client-facing teams.

Responsibilities

• Hire, onboard, and develop a team of Client Engagement professionals; set clear ownership.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction; QA AI/human responses.
• Own Knowledge Center content and escalation guidance; partner to implement AI triage and automation.
• Turn recurring escalations into actionable improvements with cross-functional follow-through.
• Coordinate launch readiness and field education for new programs and dashboards.

Skills

Client support leadership

Escalation management

Data-driven decisions

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams, driving cross-functional resolution. This human-and-AI driven role focuses on preventing escalations as AI takes on more task handling, reporting to the VP, HCP Engagement.

You will collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure quality and timely follow-through, shaping the program dashboard and field rep portal.