Remote Manager, Client Engagement & Operations
PHIL
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Job summary
PHIL is a healthtech startup building a patient-focused prescription management platform. We are seeking a Manager, Client Engagement to lead the team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution beyond a ticket queue.
You will own response quality, SLA adherence, and the knowledge base that guides both humans and AI. You will collaborate with Client Success, Operational Excellence, and Product to shift from reactive resolution to
Qualifications
- Hands-on experience with Zendesk.
- Experience with AI agents or automation in a support organization.
- Hands-on experience with Jira, and comfort with BI dashboards.
- Experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs.
- Bachelor's degree or equivalent experience in a relevant field.
Responsibilities
- Lead and coach a team of Client Engagement professionals, with regular 1:1s and performance management.
- Own escalations from manufacturer clients' field sales teams and drive cross-functional resolution.
- Develop and implement processes for KPI tracking, SLA adherence, and knowledge base improvements.
- Collaborate with Product, Operations, and Customer Success to reduce escalation occurrences and improve customer experience.
Skills
Education
Tools
Job description
PHIL is a healthtech startup building a patient-focused prescription management platform. We are seeking a Manager, Client Engagement to lead the team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution beyond a ticket queue.
You will own response quality, SLA adherence, and the knowledge base that guides both humans and AI. You will collaborate with Client Success, Operational Excellence, and Product to shift from reactive resolution to
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