Customer Engagement Manager
Hybrid · Sydney, New South Wales, Australia or Melbourne, Victoria, Australia
Job Summary
Customer Engagement Manager responsible for shaping and executing Civica’s customer engagement strategy across government, education, and health sectors. Partners with senior stakeholders to drive strategic relationships, account growth, renewals, and value realization while balancing customer advocacy with business outcomes. Leads governance forums and strategic planning sessions, translates customer needs into actionable plans for product, delivery, and support, and works cross-functionally to deliver high-quality customer outcomes. Utilizes data, metrics, and insights to inform engagement strategies and drive continuous improvement, with a focus on public sector stakeholders and cross-unit collaboration. Flexible/hybrid work setup in Australia (Melbourne or Sydney) with occasional in-office collaboration.
Required Qualifications
- Proven experience managing strategic customer relationships within a technology, SaaS, or GovTech environment
- Demonstrated ability to engage and influence senior stakeholders, including executive-level clients
- Strong commercial acumen with experience driving account growth, renewals, and value realisation
- Experience managing complex customer portfolios across multiple products or service lines
- Strong understanding of customer success, account management, or service delivery frameworks
- Ability to translate customer needs into actionable plans across product, delivery, and support teams
- Experience working within or alongside public sector organisations is highly advantageous
- Proven ability to lead governance forums, business reviews, and strategic planning sessions
- Strong problem-solving capability with a proactive and solutions-focused mindset
- Excellent communication and stakeholder management skills across technical and non-technical audiences
- Ability to work cross-functionally and influence internal teams without direct authority
- Strong organisational and portfolio management capability across multiple concurrent accounts
- Data-driven approach to customer engagement, including use of metrics, insights, and reporting
- Commitment to delivering high-quality customer outcomes and continuous improvement
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