Director, Client Engagement - Remote Healthtech

PHIL; Lake Michigan Beach (MI); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote (US)

Competitive compensation

Full benefits

401(k)

Paid parental leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This is a people leadership and operations improvement role, shifting from ticket resolution to prevention as AI-assisted triage expands.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure high-quality client outcomes.

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 ownership across ticket resolution, root cause analysis, and client follow-through.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for the team and AI agents.
• Own the Knowledge Center and the content, decision rules, and escalation guidance; partner with other teams to implement AI triage and automation.
• Turn recurring escalations into actionable improvements with clear owners and cross-functional follow-through.
• Ensure readiness for new program launches and support field sales training on dashboards and portals.

Skills

Customer focus

Cross-functional collaboration

Team leadership

Project management

Healthcare domain knowledge

Education

Bachelor's degree or equivalent experience

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 and drive cross-functional resolution. This is a people leadership and operations improvement role, shifting from ticket resolution to prevention as AI-assisted triage expands.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure high-quality client outcomes.