Technical Consultant, Product Delivery

Intercontinental Exchange Holdings, Inc.•Atlanta, GA

4h•Remote

About The Position

The Technical Consultant is responsible for the provisioning, configuration, and successful delivery of the Surefire CRM platform for new and existing clients. This is primarily an internal-facing, technical role: the Technical Consultant partners with Implementation Consultants and Customer Success Managers who own the client relationship, enabling them with accurate, well-tested platform configurations. The Technical Consultant contributes to best practice development, maintains thorough documentation, and works cross-functionally with Product, Sales, and Technology teams to continuously improve the delivery practice.

Requirements

Experience in software implementation, onboarding, or technical configuration roles.
Working knowledge of enterprise SaaS applications and CRM platforms.
Strong verbal and written communication skills; ability to present technical information clearly to internal stakeholders and team members.
Collaborative working style with the ability to partner effectively with client-facing team members, translating client requirements into accurate technical configurations.
Strong project management skills, particularly in managing configuration tasks, delivery timelines, and competing priorities.
Strong time management, organization, analytical, problem-solving, and troubleshooting skills.
Attention to detail and a structured approach to documentation and process development.
Flexibility, versatility, and resourcefulness in a fast-paced, multi-product delivery environment.
Ability to quickly adapt to changing priorities and new platform capabilities.

Nice To Haves

Expertise with the Surefire CRM platform is strongly preferred.
Knowledge of ICE systems, products, and procedures is preferred.
Understanding of mortgage, banking, and financial services industries and products is preferred.

Responsibilities

Learn and maintain deep knowledge of the Surefire CRM platform, including key configuration options, integration touchpoints, and system behavior.
Provision and configure new client sites in accordance with project specifications and defined SOPs.
Perform testing to validate that data flows, integrations, and configured features function as expected prior to client handoff.
Independently handle moderately complex configuration tasks and identify issues or patterns requiring escalation.
Contribute to the development and maintenance of configuration best practices, SOPs, and onboarding standards.
Partner with Implementation Consultants and Customer Success Managers who serve as the primary client-facing contacts, providing technical configuration support to enable successful onboarding.
Review Statements of Work and relevant contractual documents to understand the scope of configuration deliverables and ensure accurate execution.
Work collaboratively with Clients and Implementation Consultants during the onboarding process to configure the platform to meet client goals.
Support the creation of training materials and configuration guides as needed for client launches.
Receive and act on client requirements and feedback channeled through Implementation Consultants and Customer Success Managers.
Track critical configuration milestones and proactively surface technical risks or blockers to Implementation Consultants and team leads.
Surface common configuration themes, recurring technical issues, and product feedback to internal teams to drive continuous improvement.
Contribute to the documentation of implementation processes, configuration guides, onboarding best practices, and educational resources.
Review system and software documentation such as release notes, design specs, and configuration requirements to stay current on platform changes.
Attend product demos and pre-release demos; review and help create or update SOPs and supporting materials.
Escalate complex issues requiring cross-functional coordination, providing context and recommended next steps to the appropriate team lead or Implementation Consultant.
Stay current on relevant trends in the financial services industries (e.g., mortgage, banking, wealth management) as they relate to ICE products.