Civica Benefits Overview

Lead and scale a team of Customer Engagement Managers to own end-to-end customer relationships. Drive customer health, cNPS, NRR and GRR, manage renewals and escalations, partner cross-functionally to improve customer outcomes, and enforce data discipline and governance across the team.

Manage customer engagement across a portfolio of accounts, act as escalation point, build relationships, monitor workloads, identify issue trends, drive service improvements, document knowledge, and collaborate with internal teams to enhance customer experience.

Serve as a central customer liaison within the Global Customer Success team: manage incoming requests across finance, product, engineering and delivery; coordinate cross-functional responses; quality-assure communications; identify recurring issues and drive improvements; provide engagement insights and reporting; partner with leadership to develop customer engagement approaches tied to business transformation goals.