Engagement Business Partner
HybridSydney, New South Wales, Australia or Melbourne, Victoria, Australia
Job Summary
Partner with the Global Head of Customer Success to develop and execute engagement approaches aligned with business transformation goals. Own and manage incoming customer requests across multiple domains including finance, services, product, engineering, and delivery. Act as a central coordination point between customers and internal teams, navigating complex, cross-functional environments. Review and quality-assure responses to ensure they are complete, consistent, and customer-ready before being shared. Communicate clearly and professionally with a wide range of stakeholders, including technical teams, non-technical users, and senior leaders. Identify recurring themes, issues, or bottlenecks in customer interactions and drive continuous improvement. Provide regular insights and reporting on engagement trends, response quality, and customer experience outcomes.
Required Qualifications
- Proven experience in customer engagement, business partnering, or account management
- Strong written and verbal communication skills
- Excellent organisational skills
- A problem-solving mindset
- Experience working cross-functionally across geographically distributed teams
- Familiarity with CRM systems, ticketing platforms, and collaboration tools such as Salesforce, Jira, ServiceNow, or Microsoft Teams
- Ability to link engagement activities to measurable business outcomes
- Experience supporting organisational or service transformation initiatives
- Understanding of ITIL principles and service management frameworks
- Knowledge of application support, incident management, and escalation processes
- Experience engaging with multiple internal stakeholders across functions and markets
Desired Qualifications
- ideally within a software or technology environment
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