Remote Manager, Client Engagement - HealthTech

PHIL; Salem (OR); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Fully remote in multiple states (AZ,CA

Competitive compensation

Full benefits

401(k) contribution

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This is a people leadership and operations-focused role, shifting toward prevention as AI triage expands.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to improve process quality and client outcomes.

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.

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.
• 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

Client Support

Escalation Management

Operations

People Management

Healthcare/Health-tech

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This is a people leadership and operations-focused role, shifting toward prevention as AI triage expands.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to improve process quality and client outcomes.