Remote Healthtech Client Engagement Manager

PHIL; Atlanta (GA); Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Fully remote (US)

Competitive compensation

Full benefits

401(k) contribution

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients and drives cross-functional resolution. You will shift the team from reactive ticketing to proactive prevention, collaborating with Success, Operations, and Product. You’ll own operational quality, follow-through, and program readiness in a remote U.S.

setting. You will guide performance, establish clear ownership, and work with AI content, knowledge management, and automation to

Qualifications

• Leadership experience in support/escalations teams in health-tech or pharmacy
• Bachelor's degree or equivalent
• Experience in client support, escalation management, or support operations
• Owned KPIs (SLA, resolution rate, CSAT) and driven process/ staffing improvements
• Cross-functional resolution with Product, Operations, and client-facing teams

Responsibilities

• Lead and develop a team of Client Engagement professionals; conduct 1:1s and performance reviews
• Own response time, SLA, first-pass resolution, and client satisfaction for human and AI agents
• Maintain Knowledge Center, decision rules, and escalation guidance; partner on AI triage and automation
• Turn recurring escalations into actionable improvements with cross-functional follow-through
• Coordinate launch readiness and field education for new programs and dashboards

Skills

Leadership

Data-driven

Stakeholder mgmt

Healthcare/health-tech knowledge

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients and drives cross-functional resolution. You will shift the team from reactive ticketing to proactive prevention, collaborating with Success, Operations, and Product. You’ll own operational quality, follow-through, and program readiness in a remote U.S.

setting. You will guide performance, establish clear ownership, and work with AI content, knowledge management, and automation to