Remote Client Experience Manager – Healthtech

PHIL; Boston (MA); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Fully remote in multiple states

Competitive compensation

Full benefits

401(k) contribution

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead the team that handles escalations from manufacturer field sales teams, driving cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue.

You'll report to the VP, HCP Engagement and guide a team working with Client Success, Operational Excellence, Strategic Operations, and Product to shift toward preventive AI-enabled improvements. This fully remote role supports multiple states including MA.

Qualifications

• Led support or escalation teams in healthcare or health-tech.
• Experience driving KPI improvements (SLA, resolution, CSAT).
• Cross-functional problem solving with Product/Operations.

Responsibilities

• Hire, onboard, and develop Client Engagement team; set ownership and goals.
• Own response time, SLA, first-pass resolution and QA for humans and AI.
• Manage Knowledge Center, rules, and escalation guidance with partners.
• Turn recurring escalations into actionable fixes and process changes.
• Coordinate launch readiness and field education with Success and Ops.

Skills

People leadership

Escalation management

Healthcare knowledge

Data-driven

Education

Bachelor's degree

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead the team that handles escalations from manufacturer field sales teams, driving cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue.

You'll report to the VP, HCP Engagement and guide a team working with Client Success, Operational Excellence, Strategic Operations, and Product to shift toward preventive AI-enabled improvements. This fully remote role supports multiple states including MA.