Overview

Job Purpose 

The Senior Premier Services Manager develops a relationship based on white glove service and expert guidance to assigned clients. The Senior works in partnership with an assigned Premier Services 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 Senior 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 Premier Services Engineer and subject matter experts within ICE Mortgage Technology.
• Drive the technical success of assigned Premier Services 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 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

• 7-10 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, assemble and lead virtual teams, and advise and guide 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 multiple 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.
• 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.
• You are obsessively organized and enjoy expertly adopting, implementing and standardizing tools and processes to benefit the client’s objectives in the most efficient manner
• You can effectively prioritize concurrent, highly complex issues to manage and deliver on client and internal expectations.
• You can develop and execute strategies for client solutions and risk identification and mitigation.
• You can proactively contribute to a positive environment that values people and work, openly share problems and successes, and work across teams to help refine processes and achieve goals. You can take responsibility for your own actions and recognize mistakes as learning opportunities.
• You are curious and can continuously learn about solution features and functionality, provide recommendations based on client's requirements, process feature requests, and engage clients in product betas, case studies, webinars, as applicable.
• 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. 
• Ability to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals. 

Schedule

This role offers work from home flexibility of one day per week. 

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.