Remote Client Engagement Manager, HealthTech

PHIL; Lexington (KY); Remote; USD 100.000 - 150.000; Vollzeit

Benefits dieser Stelle

Fully remote

Competitive pay

Medical, dental, vision

401(k)

Paid parental leave

Zusammenfassung

PHIL is hiring a Manager, Client Engagement to lead a remote team that handles escalations from manufacturer clients’ field sales teams and drives cross-functional resolution. You’ll shift toward preventing escalations as AI takes on more triage tasks, reporting to the VP, HCP Engagement, and collaborating with Client Success, Operational Excellence, and Product.

You’ll own performance metrics, implement AI-driven improvements, and guide a team through complex pharmaceutical program rules while

Qualifikationen

• 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

Aufgaben

• Team leadership: Hire, onboard, and develop a team of Client Engagement professionals. Run regular 1:1s, coach to clear goals, and manage performance.
• 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. Run QA on human and AI responses for accuracy and compliance with each client's program rules.
• Knowledge and AI content: Own the Knowledge Center and the content, decision rules, and escalation guidance that support human and AI responses. Partner with Operational Excellence and Engineering to implement AI triage and automation, and recommend expanded AI use based on agreed quality, compliance, and escalation criteria.
• Escalations into fixes: Turn recurring escalations into actionable improvements. Ensure the team identifies root causes, assigns accountable owners, and drives cross-functional follow-through, whether the outcome is a PHIL process or product fix, a recommended change to client business rules, or clear communication to the client.
• Launch readiness and field education: Work with Client Success and Operational Excellence so the field rep escalation process is ready for every new program launch, and support field sales training on the program dashboard and field rep portal

Kenntnisse

Client support

Escalation management

People management

Cross-functional coordination

Data-driven decisions

Ausbildung

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Jobbeschreibung

PHIL is hiring a Manager, Client Engagement to lead a remote team that handles escalations from manufacturer clients’ field sales teams and drives cross-functional resolution. You’ll shift toward preventing escalations as AI takes on more triage tasks, reporting to the VP, HCP Engagement, and collaborating with Client Success, Operational Excellence, and Product.

You’ll own performance metrics, implement AI-driven improvements, and guide a team through complex pharmaceutical program rules while