Manager, Client Engagement

The role

You will lead a team of Client Engagement professionals to handle escalations from manufacturer clients' field sales teams. You will drive cross-functional resolution of issues and shift the team from resolving escalations to preventing them.

What you will do

• Hire, onboard, and develop a team of Client Engagement professionals.
• Run regular 1:1s, coach to clear goals, and manage performance.
• Set clear ownership across ticket resolution, root cause analysis, and client-level follow-through.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for human and AI agents.
• Run QA on human and AI responses for accuracy and compliance.
• Own the Knowledge Center and the content, decision rules, and escalation guidance.
• Partner with Operational Excellence and Engineering to implement AI triage and automation.
• Turn recurring escalations into actionable improvements by identifying root causes and driving cross-functional follow-through.
• Ensure the field rep escalation process is ready for every new program launch.
• Support field sales training on the program dashboard and field rep portal.

Required 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
• Experience owning support KPIs (SLA, resolution rate, customer satisfaction)
• Experience driving cross-functional resolution of recurring issues with Product, Operations, and client-facing teams

Nice to have

• 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

Benefits

• Fully remote working environment available in eligible states
• Competitive compensation (commensurate with experience)
• Full benefits (medical, dental, vision)
• 401(k) contribution opportunity
• Paid Parental Leave

About the company

PHIL is a Series D healthtech growth-stage startup building a platform that interfaces between doctors, pharmacies, and patients to streamline prescription medication access. The company provides an end-to-end prescription management and delivery service for pharma manufacturers.