Job Description

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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'll love this role as Engagement Business Partner at Civica
We are looking for a proactive and customer-centric Engagement Business Partner to join our newly formed Global Customer Success team. This role will be aligned to our Civica Interaction Centre and is pivotal in ensuring our customers receive timely, high-quality responses to a wide range of requests-from finance queries to new software installations and beyond.
As the glue between our customers and internal business functions, you will act as the voice of the customer within Civica, championing their needs and ensuring their requests are managed with care, precision, and accountability.
This is a unique opportunity to be part of a transformative initiative at Civica. As a key member of the Customer Success team, you'll help shape how we engage with our customers, drive value, and deliver world-class experiences.
We're building a culture where support and success are recognised as central to our mission-and we want you to be part of it.

• Engagement Strategy & Execution - Work with the Global Head of Success to develop & implement engagement approaches aligned with business goals & transformation
• Customer-Centric thinking - Have a deep understanding of customer needs & expectations
• Customer Request Management - own & manage incoming customer requests across multiple domains, including finance, services, product, engineering & delivery.
• Cross functional co-ordination - Liaise with internal stakeholders (finance, services, product, engineering & delivery) and can navigate complex organisational structures to get things done.
• Quality Assurance - ensure responses are collated and review responses to ensure they are complete, consistent, and of high quality before being shared with customers.
• Communication Excellence - Clear, concise, and professional written and verbal communication, skilled in tailoring messages for different audiences (technical, non-technical, Exec), and can manage difficult conversations with diplomacy and tact.
• Process Improvement - Identify recurring themes or bottlenecks in customer interactions and work with relevant teams to improve processes and service delivery
• Reporting & Insights - Provide regular updates to the Global Head of Success on customer engagement trends, response quality, and areas for improvement

Requirements:
What you will need to be successful in this role:

• Proven experience in customer engagement, account management, or business partnering-ideally within a software or technology environment.

• Strong communication and interpersonal skills, with the ability to build trust and rapport across teams and with customers.

• Excellent organisational and time management skills, with the ability to juggle multiple priorities.

• A problem-solving mindset and a passion for delivering exceptional customer experiences.

• Able to link engagement initiatives to business outcomes (CSAT scores, AHT for example)

• Familiarity with CRM systems, ticketing platforms, and collaboration tools (e.g., Salesforce, Jira, Teams).

• Experience in cross-functional working across a geo-diverse business

• Experience in change management, supporting the adoption of new practices in a fast-paced environment

• Familiarity with ITIL principles and service management tools (e.g., Salesforce, ServiceNow, JIRA)

• Strong understanding of application incident handling, and escalation processes

• Experience in engaging with multiple internal stakeholders across functions & 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 - 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.

Skills Required