Remote Client Engagement Manager, HealthTech

PHIL; Charleston (WV); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote (US)

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Job summary

PHIL Inc. in the healthtech space is hiring a Manager, Client Engagement to lead a team handling manufacturer client escalations, driving cross-functional resolution, and shifting from ticket triage to prevention.

You'll partner with Client Success, Operational Excellence, Engineering, and Product to improve response times, SLAs, and knowledge content, while preparing field education for new programs.

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

• Team leadership: Hire, onboard, and develop a team of Client Engagement professionals. Conduct regular 1:1s and set clear ownership for ticket resolution and follow-through.
• Ticket performance, human and AI: Own response times, SLA, first-pass resolution, and QA for accuracy and compliance.
• Knowledge and AI content: Own Knowledge Center, rules, and escalation guidance; collaborate to implement AI triage and automation.
• Escalations into fixes: Identify root causes, assign owners, and drive cross-functional follow-through for process or product changes.
• Launch readiness and field education: Prepare field escalation processes for new programs and support field training on dashboards and portals.

Skills

Client support

Escalation management

Support operations

KPI ownership

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL Inc. in the healthtech space is hiring a Manager, Client Engagement to lead a team handling manufacturer client escalations, driving cross-functional resolution, and shifting from ticket triage to prevention.

You'll partner with Client Success, Operational Excellence, Engineering, and Product to improve response times, SLAs, and knowledge content, while preparing field education for new programs.