Client Engagement Manager

Job Summary

Leading a team of Client Engagement professionals, the full-time Manager, Client Engagement will oversee escalations from manufacturer clients' field sales teams, drive operational improvements, and enhance client satisfaction in a fully remote capacity.

Key responsibilities

• Hire, onboard, and develop a team while managing performance and setting clear ownership for ticket resolution and follow-through
• Own key performance indicators related to response times and resolution rates, ensuring quality assurance for both human and AI responses
• Transform recurring escalations into actionable improvements by identifying root causes and facilitating cross-functional collaboration

Required qualifications

• Bachelor's degree or equivalent experience
• Experience in client support or escalation management, ideally within healthcare or health-tech
• Proven track record of managing support KPIs and driving process improvements
• Experience in cross-functional resolution of issues with Product and Operations teams
• Working knowledge of pharmacy access processes, including benefits verification and prior authorization