Remote Client Engagement Lead, HealthTech

PHIL; Orangeburg (SC); À distance; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Full benefits (medical, dental, vision

Résumé du poste

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer field sales teams and drive cross-functional resolutions. This role focuses on improving client satisfaction and operational excellence.

Fully remote across the United States, you will own ticket performance, knowledge content, and partner with Product and Operations to scale AI-driven support while maintaining high customer satisfaction.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience leading client support or escalation teams.
• Experience in healthcare or health-tech.
• Experience with data-driven process improvements.
• Familiarity with AI-assisted support is a plus.

Responsabilités

• Lead and develop the Client Engagement team.
• Own response time, SLA, and first-pass resolution metrics.
• Drive cross-functional resolutions with Product and Operations.
• Coach team with 1:1s and performance management.
• Implement AI triage and automation alongside Engineering.

Connaissances

People leadership

Escalation management

Healthcare/healthtech

Zendesk

Jira

BI dashboards

Customer service metrics

Formation

Bachelor's degree or equivalent experience

Outils

Zendesk

Jira

BI dashboards

Description du poste

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer field sales teams and drive cross-functional resolutions. This role focuses on improving client satisfaction and operational excellence.

Fully remote across the United States, you will own ticket performance, knowledge content, and partner with Product and Operations to scale AI-driven support while maintaining high customer satisfaction.