Head of Client Engagement - HealthTech (Remote)

PHIL; Kansas City (MO); Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Fully remote in listed states

Competitive compensation

Full benefits

401(k) contribution opportunity

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients' field sales teams and drive cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue.

You will report to the VP and work with Client Success, Operational Excellence, Strategic Operations, and Product, shifting toward prevention of escalations as AI expands.

Qualifications

• Led support or escalation teams in health-tech or pharmacy-related settings.
• Experience managing people and KPIs (SLA, resolution rate, CSAT).
• Cross-functional resolution with Product, Operations, and client-facing teams.

Responsibilities

• Lead a team of Client Engagement professionals and manage performance.
• Own ticket performance metrics and AI-enabled triage.
• Maintain Knowledge Center and escalation guidance.
• Turn recurring escalations into actionable improvements.
• Support launch readiness and field education for new programs.

Skills

Client support leadership

Escalation management

Support operations

Data-driven decisions

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

Job description

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients' field sales teams and drive cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue.

You will report to the VP and work with Client Success, Operational Excellence, Strategic Operations, and Product, shifting toward prevention of escalations as AI expands.