Engagement Consultant - Customer (P747) job opportunity at Civica.

Home Jobs In Australia Tag: Job Engagement Consultant - Customer (P747) position at Civica


Date2025-12-24T03:16:15.396Z bot
Civica Engagement Consultant - Customer (P747)
Experience: Highly Experienced
Pattern: Full-time
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degreeHigh School (S.S.C.E)
loacation Sydney, Australia
loacation Sydney....Australia

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 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

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