Remote Client Engagement Manager — Escalations & Quality

PHIL; Salem (NH); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote working environment in US

Competitive compensation

Full benefits

401(k) contribution opportunity

Paid Parental Leave

Job summary

PHIL is hiring a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. The role shifts toward preventing escalations as AI triage expands, guiding that shift.

You will report to the VP, HCP Engagement and oversee Client Engagement, collaborating with Client Success, Operational Excellence, Strategic Operations, and Product to uphold high standards of service.

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

• Lead a team of Client Engagement professionals, hiring, onboarding, coaching, and setting clear ownership for ticket resolution, root cause analysis, and client follow-through.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents, with QA on human/AI outputs.
• Own Knowledge Center content and escalation guidance, partnering with teams to implement AI triage and automation.
• Turn recurring escalations into actionable improvements, driving cross-functional follow-through for fixes or process changes.
• Ensure launch readiness and field education for new programs, coordinating with Client Success and Operational Excellence.

Skills

Client support

Escalation management

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is hiring a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. The role shifts toward preventing escalations as AI triage expands, guiding that shift.

You will report to the VP, HCP Engagement and oversee Client Engagement, collaborating with Client Success, Operational Excellence, Strategic Operations, and Product to uphold high standards of service.