Engagement Manager

Summary

CORE is the leader in modernizing government payments and constituent services. The Engagement Manager serves as the primary point of contact and trusted advisor for a portfolio of government and utility clients, responsible for driving client satisfaction, retention, and growth by delivering proactive account management and ensuring clients realize maximum value from CORE's payment technology platform.

Responsibilities

• Own the end-to-end client relationship for an assigned portfolio of municipal and utility accounts, serving as the primary escalation point for issues, inquiries, and strategic conversations
• Conduct regular cadence calls, business reviews, and on-site visits to assess client health, surface risks, and identify expansion opportunities
• Build and maintain strong relationships with key stakeholders, including finance directors, IT leads, and department heads at client organizations
• Monitor client satisfaction indicators and develop targeted action plans to address friction or at-risk accounts
• Proactively identify renewal risks
• Facilitate expansion conversations around additional CORE product lines or service tiers based on client needs and product roadmap
• Document and communicate competitive threats and client feedback to inform product and sales strategy
• Support clients through RFP and re-procurement processes by coordinating internal resources and preparing relevant materials
• Triage and manage client-reported issues, working cross-functionally with Support, Product, and Engineering to drive timely resolution
• Draft and deliver client-facing communications for outages, system changes, and product updates
• Escalate systemic issues to leadership with clear documentation of impact, root cause, and recommended remediation
• Maintain accurate account records, contact information, and activity logs in CRM and project management tools
• Contribute to SOP development, client-facing knowledge base content, and internal process improvement initiatives
• Participate in cross-functional working groups to improve Engagement team workflows and tooling

Skills

• 3-5+ years of experience in client success, account management, or a client-facing operations role, preferably in SaaS, GovTech, or payment technology
• Demonstrated ability to manage multiple complex client relationships simultaneously with a high degree of organization and follow-through
• Strong written and verbal communication skills; comfort drafting client-facing emails, escalation summaries, and executive-level updates
• Familiarity with payment processing concepts, including ACH, credit card processing, merchant accounts, and settlement reconciliation
• Experience working with government sector clients (municipalities, utilities, counties, or state agencies)
• Proficiency with CRM platforms (Salesforce, HubSpot, or equivalent) and project/support tools (Zendesk, Jira, Confluence, or similar)
• Ability to work independently in a remote environment while collaborating effectively across distributed teams

Qualifications

Must Haves

• 3-5+ years of experience in client success, account management, or a client-facing operations role, preferably in SaaS, GovTech, or payment technology
• Demonstrated ability to manage multiple complex client relationships simultaneously with a high degree of organization and follow-through
• Strong written and verbal communication skills; comfort drafting client-facing emails, escalation summaries, and executive-level updates
• Familiarity with payment processing concepts, including ACH, credit card processing, merchant accounts, and settlement reconciliation
• Experience working with government sector clients (municipalities, utilities, counties, or state agencies)
• Proficiency with CRM platforms (Salesforce, HubSpot, or equivalent) and project/support tools (Zendesk, Jira, Confluence, or similar)
• Ability to work independently in a remote environment while collaborating effectively across distributed teams