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About the Role
The Engagement Expert is responsible for owning the post-sale customer relationship, driving implementations to successful go-live, launching recurring projects, and ensuring the platform delivers measurable value against client goals.
Responsibilities
- Own implementation end-to-end, managing the full lifecycle from Closed Won through configured, trained, and signed-off go-live within 60 days.
- Configure and personalize the platform's product suite (Listen, Ask, Communicate) to meet specific client needs.
- Partner with Account Executives on Solution Design Documents to ensure deliverability.
- Deliver training and best-practices guidance to empower client users.
- Own the creation, QA, and client sign-off of ongoing DIY surveys and content pages post-go-live.
- Monitor feature adoption, survey design quality, and account health signals, escalating CSQLs and risk flags to the Account Manager.
Requirements
- 5+ years in a customer-facing implementation, onboarding, or delivery role in a B2B SaaS environment.
- Strong project management skills with a track record of managing multiple concurrent implementations against defined timelines and milestones.
- Ability to configure, personalize, and train clients on a technical platform across multiple modules.
- Understanding of how local government organizations operate, their workflows, and priorities.
- Comfort working with data, identifying patterns, and connecting platform outputs to decisions.
- Confident client-facing presence for delivering training, leading working sessions, and managing stakeholder expectations.
Skills
- Project management
- Platform configuration
- Client training
- Data analysis
- NLP
- ML
- Data analytics platforms
- Community engagement
- Communications
- Public safety workflows
- Monday.com
- Planhat
- Gainsight
- AI tools
Location
- London, UK
Work Type
- Hybrid
- 25% travel
Experience Level
- 5+ years
Salary/Compensations
- 45,000 to 55,000 GBP
About the Company
- Zencity is a mission-driven company transforming the work of government through community voices.
- Our community input and insights platform leverages advanced NLP and machine learning to help local government organizations make data-driven decisions.
- We work with 400+ cities and counties across the UK, US and Canada.
- We are looking for individuals passionate about leveraging data and technology to solve real-world challenges and improve life in communities.