Lead, Client Engagement & Escalations

PHIL; Clayton (MO); A distancia; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

PHIL is a remote-first healthtech growth-stage startup building a platform that connects doctors, pharmacies, and patients to streamline prescription access. We seek a Manager, Client Engagement to lead a team handling escalations from manufacturer field sales teams and to drive cross-functional resolution of issues with Product, Operations, and client-facing teams.

You will own ticket response times, SLA performance, and the knowledge content that supports both human and AI responses.

Formación

• 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.
• You put the customer experience first: you know what great service feels like for a field rep under pressure, and you've used quality reviews and a strong knowledge base to deliver it consistently.
• Working knowledge of pharmacy access: benefits verification, prior authorization, claim rejections, and copay support
• You lead with data and clarity: you separate one-off issues from systemic ones and make sure every issue has an owner
• Hands-on experience with Zendesk
• Experience with AI agents or automation in a support organization
• Hands-on experience with Jira, and comfort with BI dashboards
• Experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs

Responsabilidades

• Lead the Client Engagement team handling escalations from our manufacturer clients' field sales teams.
• Drive cross-functional resolution of issues with Product, Operations, and client-facing teams.
• Own ticket response times, SLA, first-pass resolution metrics; manage knowledge content and escalation guidance.
• Partner with Client Success and Operational Excellence to ensure readiness for new program launches and field training; support program dashboards and field rep portal.
• Hire, onboard, and develop a team; set clear ownership across ticket resolution and follow-through.

Conocimientos

Client support management

KPI management

Cross-functional collaboration

Customer experience

Pharmacy access knowledge

Data-driven problem solving

AI automation in support

Pharma field sales support

Educación

Bachelor's degree or equivalent experience

Herramientas

Zendesk

Jira

BI dashboards

Descripción del empleo

PHIL is a remote-first healthtech growth-stage startup building a platform that connects doctors, pharmacies, and patients to streamline prescription access. We seek a Manager, Client Engagement to lead a team handling escalations from manufacturer field sales teams and to drive cross-functional resolution of issues with Product, Operations, and client-facing teams.

You will own ticket response times, SLA performance, and the knowledge content that supports both human and AI responses.