Project Manager - Ecommerce, SaaS
Rithum
Cloud
Client Engagement Specialist
Phil, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Review and resolve script-level tickets to ensure proper processes are followed; correct and reprocess as needed
- Monitor and manage the support ticket queue to ensure timely resolution of incoming issues
- Serve as the first-line point of contact for manufacturer partners, providing real-time updates and proactive support via phone, email, and virtual meetings
- Lead and participate in client operational meetings to address escalations, share updates, and resolve challenges
- Identify and escalate high-risk scripts and troubleshoot problems in collaboration with internal teams
- Partner with Client Engagement leadership to evaluate processes, identify efficiencies, and drive scalable improvements
- Support onboarding and training of internal stakeholders and new employees to ensure workflow consistency
- Accurately document customer interactions, issues, and resolutions in CRM and ticketing systems
- Report to Client Engagement leadership team
Requirements
- Bachelor’s degree or equivalent experience
- Minimum 2+ years of client-facing support experience in healthcare or technology
- Demonstrated ability to collaborate cross-functionally to resolve script-level and client-level issues efficiently
- Strong analytical thinking with the ability to identify patterns and root causes in workflows
- Excellent written and verbal communication skills, with a focus on clarity, empathy, and professionalism
- Adaptable and proactive problem-solver with a collaborative, team-first mindset
- Background in pharmacy or healthcare operations preferred
- Experience with Lean, Six Sigma, or other process improvement methodologies (preferred)
- Prior experience as a pharmacy technician, including use of proprietary systems to process prescriptions (preferred)
