Remote Manager, Client Engagement — HealthTech

PHIL; Eagle (ID); Remote; USD 90,000 - 130,000; 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’ field sales teams and drive cross-functional resolution. This is a leadership and operations role focused on preventing escalations through process improvements.

You will partner with Client Success, Operational Excellence, Strategic Operations, and Product to elevate client experiences, maintain SLA performance, and guide the shift toward proactive issue management in a remote U.S.

Qualifications

• Bachelor's degree or equivalent experience
• Experience in client support, escalation management, or support operations, including managing people, ideally in healthcare or health-tech
• You've owned support KPIs (SLA, resolution rate, customer satisfaction) and moved them through changes to process, staffing, and quality
• You've driven cross-functional resolution of recurring issues with Product, Operations, and client-facing teams
• Nice to have: Hands-on experience with Zendesk, AI agents or automation, Jira, and BI dashboards
• Experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs

Responsibilities

• Team leadership: Hire, onboard, and develop a team of Client Engagement professionals. Run regular 1:1s, coach to clear goals, and manage performance.
• Ticket performance, human and AI: Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents.
• Knowledge and AI content: Own the Knowledge Center and the content, decision rules, and escalation guidance that support human and AI responses.
• Escalations into fixes: Turn recurring escalations into actionable improvements. Ensure the team identifies root causes, assigns accountable owners, and drives cross-functional follow-through, whether the outcome is a PHIL process or product fix, a recommended change to client business rules, or clear communication to the client.
• Launch readiness and field education: Work with Client Success and Operational Excellence so the field rep escalation process is ready for every new program launch, and support field sales training on the program dashboard and field rep portal

Skills

Team leadership

Escalation management

Data-driven decision making

Healthcare/health-tech knowledge

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

AI automation

Job description

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This is a leadership and operations role focused on preventing escalations through process improvements.

You will partner with Client Success, Operational Excellence, Strategic Operations, and Product to elevate client experiences, maintain SLA performance, and guide the shift toward proactive issue management in a remote U.S.