Senior Client Engagement Analyst

Senior Client Engagement Analyst | Phil

Location: Remote

Start Date: Immediate

About the Company:

Founded in 2015, Phil is a San Francisco-based Series D health-tech startup, pioneering the first Software Therapy Deployment Platform for Specialty Pharmaceuticals that treat complex health conditions. Our mission is to ensure consistent, reliable and affordable access to complex therapeutics for our patient community. Partnering with pharmaceutical manufacturers, Phil offers digital patient access services to improve health outcomes for patients by delivering affordable and timely access to high-cost Specialty therapeutics. We recently completed our Series D financing led by Warburg Pincus, with $122M in capital raised to date with near-term line of sight to profitability. Headquartered in San Francisco with operational hubs in Scottsdale AZ and Columbus, OH, the company currently employs over 120 individuals and expects to double its employee base in the coming year. For more information on Phil, visit https://phil.us/

Opportunity

Market: Unlike the more commonly-used generic drugs, Specialty pharmaceutical products treat complex health conditions and constitute about 50% of the $400B U.S. prescription medication spend. Despite the therapeutic potential of these products, patients and their care teams face substantial obstacles to therapy access, affordability, and adherence.

Our approach: While these challenges have been traditionally addressed through call-center based ‘hub’ services, the Phil team has developed a next-generation suite of software tools to streamline and simplify this complex, distributed workflow spanning patients, prescribers, pharmacies, insurers, and manufacturers. Often described as ‘Shopify for Pharma’, Phil offers a “channel-in-a-box” platform for pharmaceutical manufacturers.

Impact to customers: The Phil platform drives efficiencies that result in higher adherence, affordability and coverage, at a fraction of the cost of conventional call-center based approaches. Consequently, our customers, Pharma manufacturers are able to launch new products and attain profitability in less than half the usual lead time.

Culture

• We’re a mission-driven organization: we exist to continually improve the healthcare paradigm - to improve patient outcomes, and to improve connectivity between patients, prescribers, manufacturers, payors, and their medications. Our patients are our loved ones, ourselves, and our communities. We care for our patients, and care for one another.

• We are low ego, high accountability, high respect culture: we assume by default that our employees have meaningful lives outside work and respect boundaries (we rarely work on weekends)

• We communicate prolifically, professionally and respectfully to ensure we understand each other well and get on the same page quickly

• As a culture, a distributed work environment has been part of our DNA well before the pandemic. Our approach is to offer the flexibility that employees need to do their best work while balancing their personal lives. Our hybrid approach allows for this balance while creating opportunities to interact in-person to build true human connection. 

About the Role 

This is a newly created role designed to ensure timely and accurate processing for our patients. As a key member of a dedicated support team, you will develop deep expertise in the nuances of client programs and leverage that knowledge to generate actionable insights. These insights will help enable sales teams to drive prescriber adoption, improve script quality, and enhance both patient and prescriber engagement.

The ideal candidate will possess a strong understanding of Phil’s internal workflows and collaborate cross-functionally to recommend process improvements that support the success of client programs. In addition to generating insights that inform strategic decision-making, you will play a hands-on role in addressing client inquiries related to order statuses and other key requests.

As the first line of contact for our manufacturer partners, you’ll build strong relationships through proactive reporting, education, and timely, solution-oriented communication. Your ability to learn and navigate Phil’s internal systems will be critical in providing exceptional support to clients and driving operational consistency. You’ll also work with large, multi-source data sets to identify trends, surface new feature opportunities, and reduce errors—helping to optimize workflows and prevent future issues.

The Senior Customer Engagement Analyst is responsible for owning and executing the following deliverables:

Client Relationship Management & Support

• Serve as a primary point of contact for assigned clients, providing timely updates and high-quality, responsive support.

• Build and maintain strong relationships with manufacturer and pharmacy partners through proactive communication, education, and tailored reporting.

• Contribute to customer-facing interactions, including QBRs and check-ins, ensuring alignment with customer goals.

• Triage and resolve client escalations and ad hoc order-related requests with urgency and precision, reinforcing client trust and strengthening partnerships.

• Maintain comprehensive and accurate records of customer interactions and feedback in the CRM.

Data Analysis & Strategic Insights

• Analyze and interpret large data sets from multiple sources to identify trends, opportunities, and areas for process optimization.

• Develop and deliver actionable insights to internal teams and sales to improve script quality and increase engagement.

• Proactively identify scripts for client reporting, enhancing transparency and contributing to strategic account insights.

• Support strategic initiatives by analyzing client behavior, engagement metrics, and usage patterns to provide data-driven recommendations that drive revenue growth and account expansion.

Operational Excellence & Process Optimization

• Audit and optimize script-level tickets to ensure adherence to process standards, correcting deviations to drive operational consistency and reduce downstream friction.

• Analyze recurring errors and workflow inefficiencies to uncover root causes and implement targeted solutions that reduce rework and improved throughput.

• Collaborate cross-functionally to recommend and implement process improvements that enable client program success.

• Act as a strategic liaison between internal teams and external pharmacy partners to accelerate script progression and support revenue enablement.

Leadership & Continuous Improvement

• Develop deep knowledge of internal systems and processes to effectively troubleshoot issues and guide clients and partners.

• Mentor and support team members by sharing best practices and fostering analytical and problem-solving skills.

• Promote a culture of continuous improvement through collaboration, education, and insight sharing.

Ideal Candidate Background and Competencies

• 4+ years of experience in Customer Support, Account Management, or Customer Success within the healthcare or technology sector, preferably in high-volume, fast-paced environments.

• Strong communication skills with the ability to effectively collaborate across cross-functional teams and translate technical and non-technical requirements between stakeholders.

• Customer-centric mindset with a proven ability to advocate for both customer needs and company goals, ensuring alignment and driving value.

• Analytical and detail-oriented, with experience organizing and interpreting data to create reports, training materials, and performance summaries.

• Strategic problem solver with a track record of resolving complex issues through data-driven decision-making and continuous improvement.

• Flexible and responsive, capable of managing shifting priorities and meeting deadlines and SLAs under pressure.

• Working knowledge of tools such as Microsoft Office, Google Workspace, CRMs, and JIRA.

• Pharmacy operations knowledge is a plus; prior experience as a pharmacy technician or use of prescription processing software is highly desirable.

• Team-oriented attitude with a willingness to support others, share knowledge, and foster a positive team culture.

• Experience with live customer phone support and/or lean process improvement methodologies (e.g., Six Sigma) is a plus.

Benefits:

• Ground floor opportunity with one of the fastest-growing startups in health-tech

• Competitive compensation (commensurate with experience) 

• Full benefits (medical, dental, vision)

• 401(k)