Remote Client Engagement Manager - HealthTech

PHIL; Clayton (NC); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote in eligible US states

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team handling manufacturer client escalations and drive cross-functional resolution. You’ll shift from ticket resolution to prevention as AI expands, impacting how issues are addressed and learned from.

You’ll report to the VP, HCP Engagement and partner with Client Success, Operational Excellence, and Product to improve outcomes and client experience.

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. Set clear ownership across ticket resolution, root cause analysis, and client follow-through.
• Ticket performance, human and AI: Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents.
• Knowledge and AI content: Own the Knowledge Center and the content, decision rules, and escalation guidance; partner with teams to implement AI triage and automation.
• Escalations into fixes: Turn recurring escalations into actionable improvements with clear ownership and cross-functional follow-through.
• Launch readiness and field education: Prepare escalation processes for new programs and train field sales on dashboards and portals.

Skills

Escalation management

Cross-functional collaboration

Data-driven decisions

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a team handling manufacturer client escalations and drive cross-functional resolution. You’ll shift from ticket resolution to prevention as AI expands, impacting how issues are addressed and learned from.

You’ll report to the VP, HCP Engagement and partner with Client Success, Operational Excellence, and Product to improve outcomes and client experience.