At a Glance
- Tasks: Drive client implementations and ensure they get maximum value from our platform.
- Company: Join Zencity, a mission-driven company transforming government through community insights.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic environment with a focus on community engagement and innovation.
- Why this job: Make a real impact in communities by leveraging data and technology.
- Qualifications: 5+ years in customer-facing roles with strong project management skills.
The predicted salary is between 63000 - 77000 £ per year.
About Zencity
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, from Westminster to MHCLG and Leeds.
If you are passionate about leveraging data and technology to solve real-world challenges and improve life in communities, your place is with us.
About Zencity 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, from Westminster to MHCLG and Leeds.
If you are passionate about leveraging data and technology to solve real-world challenges and improve life in communities, your place is with us.
Why This Role Matters
The Engagement Expert is the post-sale operational engine of the Zencity customer relationship.
From the moment a deal closes, you own the journey — driving implementations to a successful go-live, launching recurring projects, and ensuring the platform delivers measurable value against each client's goals.
You are the operational heartbeat of our customer relationships, ensuring that every city, county, and agency we serve gets up and running fast and keeps getting value long after.
What You Will Do
- Own implementation end-to-end: Manage the full implementation lifecycle from Closed Won through configured, trained, and signed-off go-live — hitting the 60-day clock per the Implementation Playbook.
- Configure and personalize the platform: Set up and tailor Zencity's product suite across Listen, Ask, and Communicate to meet each client's specific needs and use cases.
- Contribute to pre-sales solution design: Partner with Account Executives on Solution Design Documents, ensuring what's sold can be successfully delivered.
- Train and enable client users: Deliver training and best-practices guidance that empowers client teams to get the most out of Zencity independently.
- Drive recurring project delivery: Own the creation, QA, and client sign-off of DIY surveys and content pages on an ongoing basis after go-live.
- Track adoption and health: Monitor feature adoption, survey design quality, and account health signals — surfacing CSQLs and risk flags to the Account Manager early.
Requirements
- Required
- What We Are Looking For
- 5+ years in a customer-facing implementation, onboarding, or delivery role in a B2B Saa S environment.
- Strong project management skills with a track record of managing multiple concurrent implementations against defined timelines and milestones.
- Product fluency: Ability to configure, personalize, and train clients on a technical platform across multiple modules.
- Local government and/or public safety domain knowledge: You understand how government organizations operate and can speak credibly to their workflows and priorities.
- Data curiosity and analytical skills: Comfortable working with data, identifying patterns, and helping clients connect platform outputs to real decisions.
- Client-facing presence: Confident delivering training, leading working sessions, and managing stakeholder expectations across levels.
- Preferred
- Experience working with NLP, ML-powered products, or data analytics platforms.
- Familiarity with community engagement, communications, or public safety workflows in a government context.
- Experience with project management tools (Monday. com or similar) and CS platforms (Planhat, Gainsight, or similar).
- Experience utilizing AI tools to improve delivery.
- What Success Looks Like
- 90%+ gross retention across your portfolio.
- Consistent achievement of quarterly adoption and engagement KPIs.
- Strong NPS/CSAT scores from executive stakeholders.
- Expansion pipeline generated in partnership with Account Management.
- Customers who actively advocate for Zencity in their networks.
- Boundary Lines
- Commercial relationship ownership sits with Account Management.
- Custom analyses and premium methodology engagements are delivered by Expert Services.
- Tier 1 and Tier 2 platform support is handled by Operations (Support).
- Survey distribution operations and technical setup are owned by Operations (Survey Ops and Technical Implementation).
This role will require 25% travel.
This role is Hybrid based out of London, UK offices.
- Salary Range: Base pay 45 to 55k GBP
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Engagement Expert employer: Zencity
Zencity is an exceptional employer that champions a mission-driven culture, empowering employees to leverage data and technology for meaningful community impact. With a strong focus on professional growth, Zencity offers a collaborative work environment where Engagement Experts can thrive through hands-on training and innovative projects, all while enjoying the flexibility of a hybrid role based in London. Join us to be part of a team that values your contributions and supports your career development in the dynamic field of local government engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Engagement Expert
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zencity. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zencity before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Engagement Expert
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zencity:Your cover letter is your chance to shine! Tell us why you want to work at Zencity specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zencity!
How to prepare for a job interview at Zencity
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
