Engagement Manager

CORE; United States; On-site; USD 75,000 - 90,000; Full time

Job summary

CORE is seeking an Engagement Manager to serve as the primary advisor for a portfolio of government and utility clients across CORE's product suite. You will drive client satisfaction, retention, and growth by delivering proactive account management and coordinating cross-functional support to maximize value from CORE's payment technology platform.

The ideal candidate has 3–5+ years in client success or related roles, strong communication skills, and experience with government sector clients.

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.

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 and facilitate expansion conversations around additional CORE product lines.

Skills

Client relationship management

Account management

Written & verbal communication

SaaS / GovTech familiarity

Education

Bachelor's degree in a relevant field

Tools

Salesforce

Zendesk

Jira

Confluence

Job description

CORE is the leader in modernizing government payments and constituent services. We provide a comprehensive, integrated platform that unifies payments and revenue cycle management. Our mission is to empower agencies to move beyond outdated, fragmented systems and deliver the secure, efficient, and seamless experiences citizens expect in today's digital world. Our value pillars are to modernize the constituent experience, drive operational efficiency, provide unparalleled security and compliance, and be a proven partner for results to government. It takes a collaborative culture and amazing talent to meet such goals. We invest in our people and promote a diverse, inclusive, and engaging culture. We look for employees who are engaged and passionate about our products, our customers' success, and being part of a world-class team.

CORE VALUES

• Stay Present & Get It Done. We stay accountable, driven, and humble. We do what we say we're going to do because our interactions are grounded in empathy, collaboration, and growth. We do exceptional things.
• Evolve & Adapt. We are open to new ideas. We believe that change is a critical component of success. We don't let mistakes hold us back. Rather we learn, grow, and get better. We focus on results that matter which helps us overcome obstacles and deliver unparalleled success.
• Cultivate Fans. We are fans of each other, our customers, and the work we do. We partner closely with our customers to deliver transformative solutions. Our perspective and experience drives better business.

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. The ideal candidate brings a strong foundation in government technology, payment processing operations, and client-facing communication, and thrives in a fast-paced environment that demands both strategic thinking and hands‑on execution.

Responsibilities

• Client Relationship Management
• 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.
• Account Retention & Growth
• 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.
• Documentation & Process Improvement
• 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.

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.

Pay range and compensation package

Salary "$75,000-$90,000 base" + Bonus OTE "$110,000-$115,000"

Equal Opportunity Statement

CORE is committed to diversity and inclusivity in the workplace. We encourage applications from individuals of all backgrounds and experiences.