Client Engagement Manager - HealthTech (Remote)

PHIL; Oregon; Hybrid; USD 120,000 - 160,000; Full time

Job summary

PHIL is hiring a Manager, Client Engagement to lead a team handling escalations from manufacturer clinical and field sales teams, shifting toward prevention. You will guide cross-functional efforts with Client Success, Operational Excellence, and Product to ensure quality and timely follow-through.

You will manage a team that analyzes tickets, implements AI triage, and champions process improvements to enhance patient access and fulfillment experiences.

Qualifications

• Experience leading support or escalation teams in health-tech or related field.
• Experience owning support KPIs (SLA, resolution rate, CSAT) and driving process improvements.
• Ability to drive cross-functional resolution with Product, Operations and Client-facing teams.
• Familiarity with AI/ticket triage and automation in support operations.

Responsibilities

• Lead and develop a team of Client Engagement professionals; set goals and accountability.
• Oversee ticket performance, SLA adherence, and both human and AI response quality.
• Own Knowledge Center content, decision rules, and escalation guidance; partner on AI triage implementation.
• Turn recurring escalations into actionable cross-functional improvements; drive root-cause analysis.
• Coordinate launch readiness and field education for new programs and dashboards.

Skills

Team leadership

Escalation management

Client support

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

Power BI

Job description

PHIL is hiring a Manager, Client Engagement to lead a team handling escalations from manufacturer clinical and field sales teams, shifting toward prevention. You will guide cross-functional efforts with Client Success, Operational Excellence, and Product to ensure quality and timely follow-through.

You will manage a team that analyzes tickets, implements AI triage, and champions process improvements to enhance patient access and fulfillment experiences.