Remote Client Engagement Manager, HealthTech

PHIL; Provo (UT); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution opportunity

Paid Parental Leave

Job summary

PHIL is hiring a Manager, Client Engagement to lead a team handling manufacturer client escalations and drive cross-functional resolution. This is a people leadership and operations role focused on preventing escalations as AI tools expand.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product. You will own performance metrics, coaching, and knowledge content, while guiding AI triage implementation and ensuring

Qualifications

• Led support or escalation teams in healthcare, health-tech, or related hub environments.
• Bachelor's degree or equivalent experience in a relevant field.
• Experience in client support, escalation management, or support operations including managing people.
• Owned support KPIs (SLA, resolution rate, CSAT) and driven process improvements.
• Cross-functional resolution experience with Product, Operations, and client-facing teams.

Responsibilities

• Lead and grow a team of Client Engagement professionals; set goals and ownership.
• Manage ticket performance, SLA adherence, and first-pass resolution for human and AI.
• Own Knowledge Center content, rules, and escalation guidance; coordinate with teams to implement AI triage.
• Turn recurring escalations into actionable improvements; drive cross-functional follow-through.
• Ensure launch readiness and field education for new programs; support field sales training.

Skills

Team leadership

Escalation management

KPIs & SLA ownership

Cross-functional collaboration

Data-driven decision making

Customer experience focus

Effective communication

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is hiring a Manager, Client Engagement to lead a team handling manufacturer client escalations and drive cross-functional resolution. This is a people leadership and operations role focused on preventing escalations as AI tools expand.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product. You will own performance metrics, coaching, and knowledge content, while guiding AI triage implementation and ensuring