Client Success Manager

Intercontinental Exchange Holdings, Inc. • Atlanta, GA

14h • $80,000 - $120,000 • Remote

About The Position

The Client Success Manager is responsible for their customer’s overall success with a client’s investment into Intercontinental Exchange Client Engagement Solutions in terms of new sales, expansion, contract renewal, revenue retention and adoption of products, features, and releases. CSMs coordinate with cross-functional internal teams on behalf of their customers to drive value, promote customer satisfaction, and increase deployment and utilization. They engage internal and external stakeholders and act as a trusted point of contact to their assigned accounts.

Requirements

• Bachelor’s Degree or equivalent experience.
• Successful experience in a customer-facing role of at least 7+ years, preferably in the mortgage lending industry. 3+ years mortgage industry experience is preferred.
• Demonstrated experience building relationships, executing influence and providing phenomenal service.
• Experience in interacting with C-Suite Executives.
• Experience using data to make strategic decisions and influence customer behavior.
• Problem solver. Demonstrated ability to assess an issue and drive to full resolution.
• Possess strong organizational skills and ability to effectively work in a fast-paced complex environment.
• Have a strong sense of urgency and a driving desire to advocate for your clients.
• Strong team player. Can effectively work cross functionally to get customer issues resolved and/or position ICE solutions to align with client business goals.
• Possesses a solid understanding of our products and solution and how to articulate the value of our products to customers.
• Experience with Salesforce.com, Microsoft Word, Excel and PowerPoint.
• Excellent written and verbal communication & presentation skills (in person or virtual).

Responsibilities

• Build & maintain relationships with existing assigned clients at all levels of the client organization.
• Leverage reporting and data to monitor and drive utilization and adopt best practices (deployment, product/services, customer satisfaction, and ROI realization).
• Knowledge of customers’ business and industry to drive opportunities and increase adoption and utilization.
• Drive client satisfaction through timely management of client issues and escalations.
• Advocate for clients by effectively working across departments to get the support and information needed to satisfy client needs.
• Own regular check-in meetings with customers for specific objectives and join/collaborate on Strategic Account Meetings to discuss customer’s business objectives and strategies.
• Identify cross-selling and up-selling opportunities through customer interactions; collaborate on opportunities with Account Owner and Solutions Executive(s).
• Proactive dashboard management; system of record updates on regular cadence.
• Support team efforts in delivering value and ROI conversation material for Business Reviews through reporting and trends.
• Pro-actively monitor PSO and department projects are on track.
• Reinforcement of our resources: education, conferences, partnerships, industry knowledge, thought leadership, networking, etc.
• Effectively communicate our value proposition, vision and product/service capabilities.
• Some travel required.

Benefits

• Regular full-time ICE employees are eligible for a suite of competitive employee benefits, including healthcare coverage (medical, dental and vision), a 401(k) plan, life insurance, time off, and paid leave for qualifying circumstances.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level