Solution Adoption Manager

Intercontinental Exchange Holdings, Inc. • Atlanta, GA

19h

About The Position

Overview

Job Purpose
The Premier Services Engineer (PSE) is accountable for delivering technical advisement, support and guidance to our Elevated Services Clients with a high level of quality. The PSE balances multiple priorities while developing and executing tactical and strategic action plans that align with program goals and client expectations. This role requires strong diagnostic and troubleshooting abilities across complex workflows and integrations involving one or more ICE technologies. The Engineer advocates on the client’s behalf internally in order to address reported issues and applies broad technical expertise in ICE Mortgage Technology solutions, platform technologies, and business workflows to resolve client concerns in a comprehensive and effective manner.
Responsibilities
Drive resolution of complex production issues, including escalation management, system testing, facilitation of strategy sessions, and transfer of knowledge.
Acquire and grow knowledge of existing and new ICE products and solutions to provide assistance, guidance, and knowledge to clients.
Act as an advisor for ICE Mortgage Technology products and services including APIs.
Assist and guide clients in their transformative journey adopting the latest products and solutions.
Participate in projects that enhance the quality and efficiency of the Premier Services team.
Gather metrics and work with clients to baseline and demonstrate the value of the ICE Mortgage Technology platform.
Oversee client service requests while acting as escalation manager when necessary.
Partner with Service Operations team to develop successful strategies and execution of plans to ensure and improve technical performance of ICE Mortgage Technology services.
Ensure client contacts are informed of new product features and help guide the client’s implementation roadmap.
Advise on ways to achieve optimal utilization.
Gather and supply product feedback as a client advocate to help drive the product roadmap.
Develop relationships across ICE client-engagement teams, brands, and departments to strengthen partnership with clients.
Advise client on best practices and industry benchmarking.
Provide mentorship and guidance to junior members of the Premier Services team.
Help define processes and procedures to better service ICE Mortgage Technology’s Premier Services clients.
Knowledge and Experience
Bachelor’s degree or equivalent experience in Computer Science, or related field.
5+ years hands on direct experience working in the mortgage industry
8+ years direct experience supporting and/or providing technical advisory/account management services preferably in a software management, information technology or mortgage industry role.
Experience with cloud-based/SaaS solution offerings.
Demonstrated experience working at executive level in client environments.
Proven ability to develop and cultivate lasting client relationships with a diverse set of internal and external constituents including senior level executives, legal, technical, finance, support, sales, and marketing experts.
Skillset required in data analytics.
Excellent organization, project management, time management, and communication skills.
Willingness to assist wherever needed; team player who will work within the company to continue improving the way ICE Mortgage Technology serves its clients.
Ability to travel up to 25% of the time.
Previous working knowledge of ICE Mortgage Technology’s DDA software a plus.
Knowledge of: DDA, Encompass; Encompass SDK; Python; Java; Microsoft .NET framework; Amazon Web Services; Microsoft Azure; SaaS infrastructure and web-based application architecture; TCP/IP network layer; Microsoft IIS; Microsoft SQL; NoSQL Database; App Dynamics; REST API; web services.
Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

Requirements

• Bachelor’s degree or equivalent experience in Computer Science, or related field.
• 5+ years hands on direct experience working in the mortgage industry
• 8+ years direct experience supporting and/or providing technical advisory/account management services preferably in a software management, information technology or mortgage industry role.
• Experience with cloud-based/SaaS solution offerings.
• Demonstrated experience working at executive level in client environments.
• Proven ability to develop and cultivate lasting client relationships with a diverse set of internal and external constituents including senior level executives, legal, technical, finance, support, sales, and marketing experts.
• Skillset required in data analytics.
• Excellent organization, project management, time management, and communication skills.
• Willingness to assist wherever needed; team player who will work within the company to continue improving the way ICE Mortgage Technology serves its clients.
• Ability to travel up to 25% of the time.
• Knowledge of: DDA, Encompass; Encompass SDK; Python; Java; Microsoft .NET framework; Amazon Web Services; Microsoft Azure; SaaS infrastructure and web-based application architecture; TCP/IP network layer; Microsoft IIS; Microsoft SQL; NoSQL Database; App Dynamics; REST API; web services.

Nice To Haves

• Previous working knowledge of ICE Mortgage Technology’s DDA software a plus.

Responsibilities

• Drive resolution of complex production issues, including escalation management, system testing, facilitation of strategy sessions, and transfer of knowledge.
• Acquire and grow knowledge of existing and new ICE products and solutions to provide assistance, guidance, and knowledge to clients.
• Act as an advisor for ICE Mortgage Technology products and services including APIs.
• Assist and guide clients in their transformative journey adopting the latest products and solutions.
• Participate in projects that enhance the quality and efficiency of the Premier Services team.
• Gather metrics and work with clients to baseline and demonstrate the value of the ICE Mortgage Technology platform.
• Oversee client service requests while acting as escalation manager when necessary.
• Partner with Service Operations team to develop successful strategies and execution of plans to ensure and improve technical performance of ICE Mortgage Technology services.
• Ensure client contacts are informed of new product features and help guide the client’s implementation roadmap.
• Advise on ways to achieve optimal utilization.
• Gather and supply product feedback as a client advocate to help drive the product roadmap.
• Develop relationships across ICE client-engagement teams, brands, and departments to strengthen partnership with clients.
• Advise client on best practices and industry benchmarking.
• Provide mentorship and guidance to junior members of the Premier Services team.
• Help define processes and procedures to better service ICE Mortgage Technology’s Premier Services clients.

What This Job Offers

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