Remote Manager, Client Engagement - Healthtech Growth

PHIL; California City (CA); Remote; USD 110,000 - 180,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Fully remote work

Growth opportunities in healthtech

Job summary

PHIL is a healthtech growth-stage startup building a direct-to-patient hub and fulfillment platform. We are hiring a Manager, Client Engagement to lead the team handling escalations from manufacturer field sales teams and drive cross-functional resolution behind them.

You will shift from reactive triage to proactive prevention, partnering with Client Success, Operational Excellence, and Product to improve service quality and patient experience across remote programs.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• Experience leading support or escalation teams in health-tech or related areas.
• Proven ability to own KPIs (SLA, resolution rate, CSAT) and drive improvements.
• Cross-functional collaboration with Product, Ops, and client teams.
• Customer-centric mindset with evidence of quality reviews and knowledge base use.
• Working knowledge of pharmacy access processes and reimbursement flows.

Responsibilities

• Hire, onboard, and develop a Client Engagement team; lead regular 1:1s and performance reviews.
• Own ticket response time, SLA adherence, first-pass resolution, reopen rate, and field rep satisfaction.
• Own knowledge base content and escalation guidance; collaborate with AI triage and automation.
• Ensure readiness for program launches and train field sales on dashboards and portals.
• Drive cross-functional resolution with Product, Operations, and client teams.

Skills

Escalation management

Team leadership

Stakeholder management

Data-driven decision making

Customer experience focus

Zendesk

Jira

BI dashboards

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is a healthtech growth-stage startup building a direct-to-patient hub and fulfillment platform. We are hiring a Manager, Client Engagement to lead the team handling escalations from manufacturer field sales teams and drive cross-functional resolution behind them.

You will shift from reactive triage to proactive prevention, partnering with Client Success, Operational Excellence, and Product to improve service quality and patient experience across remote programs.