Remote Manager, Client Engagement

PHIL; United States; Remote; USD 120.000 - 160.000; Vollzeit

Benefits dieser Stelle

Fully remote (US)

Competitive compensation

Full benefits

401(k) plan

Paid parental leave

Zusammenfassung

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

As AI takes on more ticket answers and triage, Client Engagement shifts from resolving escalations to preventing them, and you'll lead that shift, reporting to the VP, HCP Engagement and partnering with Client Success, Operational Excellence and Product.

Qualifikationen

• Experience leading client support or escalation teams.
• Knowledge of healthcare/health-tech operations.
• Proven KPI ownership (SLA, CSAT) and process improvements.
• Cross-functional resolution with Product/Operations/clients.

Aufgaben

• Lead a team of Client Engagement professionals; hire, onboard, coach, and assess performance.
• Own team and AI-driven ticket performance metrics (response time, SLA, first-pass resolution).
• Manage Knowledge Center, rules, and escalation guidance; coordinate with Engineering on AI triage.
• Turn recurring escalations into actionable improvements; drive cross-functional follow-through.
• Ensure readiness for new program launches and field education alignment.

Kenntnisse

Customer support leadership

Escalation management

Data-driven decisions

Cross-functional collaboration

Healthcare/health-tech knowledge

Ausbildung

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Jobbeschreibung

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

As AI takes on more ticket answers and triage, Client Engagement shifts from resolving escalations to preventing them, and you'll lead that shift, reporting to the VP, HCP Engagement and partnering with Client Success, Operational Excellence and Product.