Engagement Consultant - Customer (P747)

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. 

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.  

Why you will love this opportunity as Engagement Consultant at Civica

We’re looking for a proactive and customer-centric Engagement Consultant to join our newly formed Global Customer Success team.

Aligned to our Civica Interaction Centre, this role is pivotal in ensuring customers receive timely, high-quality responses to a wide range of requests—from finance queries and service coordination to new software installations and escalations.

You’ll act as the voice of the customer within Civica, partnering closely with internal teams to ensure requests are managed with care, accountability, and consistency. This is a unique opportunity to play a key role in shaping how Civica engages with customers globally and delivers world-class service experiences.

What you'll be doing

• Partner with the Global Head of Customer Success to develop and execute customer engagement approaches aligned to 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

Requirements

What you will need to be successful in the role

• Proven experience in customer engagement, business partnering, or account management—ideally within a software or technology environment
• Strong written and verbal communication skills, with the ability to tailor messaging for different audiences
• Excellent organisational skills and the ability to manage multiple priorities in a fast-paced environment
• A problem-solving mindset and a strong passion for delivering exceptional customer experiences
• 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 (e.g. CSAT, response times, service quality)
• 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

Benefits

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.   

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.