Customer Engagement Manager

About Civica

Civica builds software that supports essential public services for communities around the world. Its solutions are used by more than 5,000 public sector organisations across local and state government, education, health, and care, reaching over 100 million citizens.

The company’s vision is to be a leading GovTech partner wherever it operates, helping organisations that serve the public every day. With more than 21 years of steady growth behind it, Civica is entering an important phase in that journey.

Civica is committed to using technology to improve outcomes for citizens and public sector teams. If you want to contribute to meaningful public service impact while growing your own career, this role offers the chance to do both.

Role Overview

The Customer Engagement Manager sits at the core of Civica’s customer strategy, shaping how public sector clients use technology to better serve their communities. You will work closely with senior stakeholders across government, education, and health, helping drive long-term value and measurable results.

This role gives wide exposure to Civica’s products and business areas, helping you build a strong understanding of how connected technology environments support critical services. It blends relationship management, commercial responsibility, and customer advocacy.

You will operate in a collaborative environment with support from product, delivery, and customer support teams. The position also involves building engagement plans, improving customer experience, and strengthening Civica’s reputation as a trusted GovTech provider in the region.

Key Responsibilities

• Manage important customer relationships across a technology, SaaS, or GovTech setting.
• Build credibility with executive and senior stakeholders and influence decision-making at that level.
• Support account growth, contract renewals, and the delivery of customer value.
• Handle complex customer portfolios spanning multiple products or service offerings.
• Apply customer success, account management, or service delivery methods to day-to-day work.
• Turn customer needs into practical actions for product, delivery, and support teams.
• Work with public sector organisations where relevant and use that knowledge to strengthen outcomes.
• Lead governance meetings, business reviews, and strategic planning discussions.
• Approach issues proactively and focus on practical, workable solutions.
• Communicate clearly with both technical and non-technical audiences.
• Influence internal teams and coordinate cross-functional work without direct line authority.
• Maintain strong organisation across multiple concurrent accounts and priorities.
• Use metrics, reporting, and insights to guide engagement decisions.
• Continuously improve customer experience and ensure high-quality outcomes.

Requirements

• Background in managing strategic customer relationships in technology, SaaS, or GovTech.
• Proven experience influencing senior leaders and executive clients.
• Commercial awareness with a track record in account growth, renewals, and value delivery.
• Experience overseeing complex portfolios across more than one product or service line.
• Working knowledge of customer success, account management, or service delivery approaches.
• Ability to convert customer requirements into action across internal teams.
• Exposure to public sector customers is a strong advantage.
• Experience chairing governance forums, business reviews, and planning sessions.
• Strong analytical and problem-solving mindset.
• Excellent stakeholder management and communication skills.
• Comfort working across functions and influencing without direct authority.
• Good organisational skills for managing multiple accounts at once.
• Comfort using data and reporting to shape engagement strategy.
• Commitment to strong service quality and ongoing improvement.

Benefits

• An inclusive, safe, and welcoming workplace with real opportunities to grow and do your best work.
• A giving culture that supports community involvement, including Days of Difference leave for volunteering with a charity of your choice.
• Flexible working arrangements, with the option to work from home and attend the office occasionally to connect with colleagues.

Equal Opportunity Statement

Civica is an equal opportunity employer and does not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. The organisation values diverse experience and encourages applications from Aboriginal and Torres Strait Islander peoples of Australia.