Remote Client Engagement Manager, Healthtech

PHIL; Oklahoma City (OK); À distance; USD 110 000 - 160 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Full benefits

401(k) contribution opportunity

Paid Parental Leave

Résumé du poste

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients' field sales teams and to drive cross-functional resolution. As AI expands, the role shifts from resolving escalations to preventing them, with leadership of a shift towards proactive program management.

The position reports to the VP, HCP Engagement and collaborates with Client Success, Operational Excellence, Strategic Operations, and Product to ensure high-quality client outcomes and

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience in client support, escalation management, or support operations, including managing people in healthcare or health-tech.
• Owned support KPIs (SLA, resolution rate, customer satisfaction) and improved them through process changes.
• Led cross-functional resolution with Product, Operations and client-facing teams.

Responsabilités

• Lead a team of Client Engagement professionals, including hiring, coaching, and performance management.
• Own response time, SLA, first-pass resolution, reopen rate, and agent satisfaction for humans and AI.
• Manage Knowledge Center content, rules, and escalation guidance; collaborate on AI triage and automation.
• Turn recurring escalations into actionable improvements with cross-functional follow-through.
• Coordinate launch readiness and field education with Client Success and Operational Excellence.

Connaissances

Client engagement

People leadership

KPI management

Cross-functional collaboration

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 that handles escalations from manufacturer clients' field sales teams and to drive cross-functional resolution. As AI expands, the role shifts from resolving escalations to preventing them, with leadership of a shift towards proactive program management.

The position reports to the VP, HCP Engagement and collaborates with Client Success, Operational Excellence, Strategic Operations, and Product to ensure high-quality client outcomes and