Manager, Client Engagement

Phil, Inc.

. Lead the Client Engagement team handling escalations from manufacturer clients' field sales teams .

Posted 10/27/2026full-timeRemote • United StatesMid-LevelSenior💰 $80,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client engagement and escalation management, with a strong focus on support KPIs such as SLA and customer satisfaction. Proven ability to lead teams, drive cross-functional collaboration, and implement process improvements in healthcare or health-tech environments.

Highest-signal resume keywords

Client Support ExperienceEscalation ManagementSupport Operations ManagementKPI OwnershipPharmacy Access Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Escalation ManagementSupport OperationsKPI ManagementRoot Cause AnalysisProcess Improvement

Soft Skills

Team LeadershipCoachingCollaborationCommunication

Tools & Technologies

ZendeskJiraBI DashboardsAI Agents

Industry Keywords

HealthcareHealth-TechPharmacy AccessBenefits VerificationPrior Authorization

About the role

Key responsibilities & impact

Lead the Client Engagement team handling escalations from manufacturer clients' field sales teams
Hire, onboard, develop, coach, and manage performance of Client Engagement professionals
Set ownership across ticket resolution, root cause analysis, and client-level follow-through
Own response time, SLA, first-pass resolution, reopen rate, and field representative satisfaction for human and AI agents
Run quality assurance on human and AI responses for accuracy and compliance with client program rules
Own the Knowledge Center, content, decision rules, and escalation guidance supporting human and AI responses
Partner with Operational Excellence and Engineering on AI triage and automation
Turn recurring escalations into actionable process, product, business-rule, or communication improvements
Ensure root causes are identified, accountable owners assigned, and cross-functional follow-through completed
Prepare field representative escalation processes for new program launches
Support field sales training on the program dashboard and field representative portal
Report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product

Requirements

What you’ll need

Bachelor's degree or equivalent experience
Experience in client support, escalation management, or support operations, including managing people, ideally in healthcare or health-tech
Experience owning support KPIs such as SLA, resolution rate, and customer satisfaction
Experience driving cross-functional resolution of recurring issues with Product, Operations, and client-facing teams
Working knowledge of pharmacy access, including benefits verification, prior authorization, claim rejections, and copay support
Hands-on experience with Zendesk is nice to have
Experience with AI agents or automation in a support organization is nice to have
Hands-on experience with Jira and comfort with BI dashboards are nice to have
Experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs is nice to have

Benefits

Comp & perks

Fully remote working environment available in eligible U.S. states
Competitive compensation
Medical, dental, and vision benefits
401(k) contribution opportunity
Paid Parental Leave