Director, Client Engagement & Resolution (Remote)

PHIL; Beryl (WV); Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Full benefits

Job summary

PHIL is hiring a Manager, Client Engagement to lead a team responsible for manufacturer and field sales escalations. You will drive cross-functional resolution with Client Success, Operational Excellence, and Product, while shaping a proactive, AI-enhanced support path. Remote role, US states allowed.

You will set KPIs, coach staff, and own process improvements to improve service quality and customer outcomes in healthcare technology.

Qualifications

• Must have led support or escalation teams, preferably in health-tech or pharma.
• Experience owning support KPIs (SLA, resolution rate, CSAT) and driving improvements.
• Strong ability to drive cross-functional resolution with Product, Ops, and client-facing teams.

Responsibilities

• Hire, onboard, and develop a Client Engagement team; run regular 1:1s and coach for clear goals.
• Own escalation management, ticket resolution, and client follow-through with ownership clarity.
• Own knowledge center content, escalation guidance, and collaboration with Product and Engineering on AI triage.

Skills

People leadership

Escalation mgmt

Cross-functional

Data-driven

Healthcare knowledge

AI familiarity

Customer focus

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is hiring a Manager, Client Engagement to lead a team responsible for manufacturer and field sales escalations. You will drive cross-functional resolution with Client Success, Operational Excellence, and Product, while shaping a proactive, AI-enhanced support path. Remote role, US states allowed.

You will set KPIs, coach staff, and own process improvements to improve service quality and customer outcomes in healthcare technology.