Engagement Manager, Elevated Client Services

Overview

Job Purpose

The Engagement Manager develops a relationship based on white glove service and expert guidance to assigned clients. The Services Manager works in partnership with an assigned Engineer to ensure the client attains value and meets their strategic technology goals in the use of ICE Mortgage Technology Solutions. Guidance that is tailored to the needs of the client will focus on system health and performance, solution adoption, and strategic technical direction. The Services Manager thoroughly understands the client's business and technical goals and is a trusted advisor to the client.

The ideal candidate is highly autonomous, possesses strong written and verbal communication skills, adapts quickly to new technologies, has excellent problem-solving skills, and has client focus. Can effectively gauge client impact and temperature to prioritize tasks and quickly shift focus throughout the day depending on priorities.

Responsibilities

• Make the client's technical goals actionable through collaboration with the Engineer and subject matter experts within ICE Mortgage Technology.
• Drive the technical success of assigned clients from the point of service onboarding and throughout the contract lifespan.
• Cultivate relationships with the technology executives and key stakeholders to ensure a successful partnership.
• Develop a relationship of 'trusted advisor' by establishing and maintaining confidence and credibility with the client's technical team and leadership at all levels.
• Requires competency in basic project management.
• Engage with clients via strategic and operational reviews to communicate value as well as to evaluate future needs and strategic technical direction.
• Ensuring that clients derive maximum value from their investment in ICE Mortgage Technology
• Provide recommendations based on client's technical solutions and use cases, process feature requests, and engage clients in new-product testing, case studies, and webinars.
• Communicate client sentiment to internal teams and advocate for strategic product decisions.
• Demonstrate thought leadership and evangelizing new ideas, strategies, and concepts with team members, other internal teams, and clients.
• Ensure reporting requirements of the client are met and delivered on time.
• Facilitate meetings with assigned clients and appropriate internal resources necessary to support the clients technical objectives.
• Coordinate the release management timings and details specific to the client including any opt-out or opt-in processes across all of the contracted client environments.

Knowledge and Experience

• 5+ years of hands-on experience providing white glove client service to all levels of management in an account management or similar function
• Demonstrated experience collaborating with multiple internal and client stakeholders to identify opportunities, address challenging situations, and advise clients during incident response situations
• Ability to influence decision-makers across multiple business units by strategically asking discovery questions and deliver solutions that work for the client
• Subject matter expertise in one or more areas - ICE Mortgage Technology (or mortgage industry related) products and services, client-server business systems software, and/or business process and best-practice workflow in relevant industry
• Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient
• Demonstrate active listening, synthesize information, effectively communicate, and present with confidence to varied internal and client stakeholders while dynamically adapting style and content to a broad range of client audiences (IT staff to the CIO) and internal audiences (team members to senior management)
• Exhibits an unwavering sense of dedication to meeting the expectations and requirements of the client. Actions are considerate of client need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the client
• Possess self-awareness, show empathy and judgement in challenging situations, own accountability for responsibilities and commitments. Provide, receive, consider, and incorporate actionable feedback
• Obsessively organized with a demonstrated ability to adopt, implement, and standardize tools and processes that advance client objectives in the most efficient manner possible
• Ability to effectively prioritize concurrent, highly complex issues to manage and deliver on client and internal expectations
• Ability to develop and execute strategies for client solutions, risk identification, and mitigation.
• Consistently demonstrates achievement of results toward goals and objectives. Persistent, empowered, and actively promotes and encourages others to meet and exceed goals
• Proactively contributes to a positive environment that values people and work; openly shares problems and successes and works across teams to refine processes and achieve goals. Takes ownership of actions and treats mistakes as learning opportunities
• Intellectually curious with a commitment to continuous learning; stays current on solution features and functionality, provides recommendations based on client requirements, processes feature requests, and engages clients in product betas, case studies, and webinars as applicable

LI-SF1

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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.