Manager, Client Engagement

This is a fully remote position, open to applicants in Arizona, +26 more states.

📋 Description

• Lead the Client Engagement team in managing escalations from the field sales teams of manufacturer clients.

• Recruit, onboard, mentor, coach, and oversee the performance of Client Engagement professionals.

• Establish accountability for ticket resolution, root cause analysis, and client-level follow-through.

• Manage response times, SLAs, first-pass resolution rates, reopen rates, and satisfaction levels for both human and AI agents.

• Conduct quality assurance on responses from human and AI agents to ensure accuracy and compliance with client program regulations.

• Take ownership of the Knowledge Center, including content, decision rules, and escalation guidelines that support both human and AI responses.

• Collaborate with Operational Excellence and Engineering teams on AI triage and automation initiatives.

• Transform recurring escalations into practical improvements in processes, products, business rules, or communications.

• Ensure that root causes are identified, responsible parties are assigned, and cross-functional follow-through is achieved.

• Prepare escalation processes for field representatives in conjunction with new program launches.

• Assist in training field sales teams on the program dashboard and field representative portal.

• Report directly to the VP of HCP Engagement and work in partnership with Client Success, Operational Excellence, Strategic Operations, and Product teams.

⛳️ Requirements

• Bachelor's degree or equivalent experience is required.

• Proven experience in client support, escalation management, or support operations, preferably in healthcare or health technology, including managing teams.

• Demonstrated experience in owning support KPIs such as SLA, resolution rates, and customer satisfaction metrics.

• Experience facilitating cross-functional resolutions of recurring issues involving Product, Operations, and client-facing teams.

• Working knowledge of pharmacy access processes, including benefits verification, prior authorization, claim rejections, and copay assistance.

• Familiarity with Zendesk is a plus.

• Experience with AI agents or automation in a support setting is advantageous.

• Proficiency with Jira and comfort in using BI dashboards are beneficial.

• Prior experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs is a plus.

🏝️ Benefits

• Fully remote working environment available in eligible U.S. states.

• Competitive compensation package.

• Comprehensive medical, dental, and vision benefits.

• Opportunity for 401(k) contributions.

• Paid Parental Leave.