Engagement Manager

About the Role

The Engagement Manager serves as the primary point of contact and trusted advisor for a portfolio of government and utility clients across CORE's product suite — including iPay, eGov, SIP, and AMS. This role is responsible for driving client satisfaction, retention, and growth by delivering proactive account management, coordinating cross-functional support, and ensuring clients realize maximum value from CORE's payment technology platform.

Responsibilities & Primary Duties

• 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.
• Document and communicate competitive threats and client feedback to inform product and sales strategy.
• Participate in cross-functional working groups to improve Engagement team workflows and tooling.

Qualifications

• 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.