We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
Why you’ll love this role of Customer Engagement Manager
This is a high impact role where you’ll play a key part in delivering exceptional customer experience and engagement across a portfolio of key customer accounts.
You’ll be at the heart of our Customer Success function working closely with customers to ensure issues are resolved effectively, relationships are strengthened, and service standards are consistently met. From managing escalations to driving service improvements, you’ll help shape a seamless and high-quality customer experience.
If you’re passionate about customer engagement, problem-solving, and delivering real value, this role offers the opportunity to make a meaningful impact.
What you will do to be to be successful in this role
Key Responsibilities
1. Manage day-to-day customer engagement and supporting activities
2. Act as a key point of contact for customer queries and escalations
3. Build and maintain strong customer relationships through proactive communication
4. Monitor and prioritise workloads to meet service expectations
5. Identify trends in customer issues and contribute to continuous improvement initiatives
6. Maintain accurate documentation and contribute to knowledge sharing
7. Collaborate with internal teams to ensure a joined-up, customer-focused service
8. Support Service and Account plan reviews to provide insights on initiatives which improve customer experience