Zencity
Engagement Expert
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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.
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Requirements
What We Are Looking For
Required
- 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.
- 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.
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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
This role is part of a specialized, collaborative delivery model. To set clear expectations:
- 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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