Senior Engagement Manager: White-Glove Client Success

ICE; Jacksonville (FL); On-site; USD 110,000 - 140,000; Full time

Job summary

Intercontinental Exchange, Inc. is seeking an Engagement Manager to build and sustain executive-level relationships with ICE Mortgage Technology clients in a highly autonomous role.

You will align technical goals with business outcomes, acting as a trusted advisor to client leadership and coordinating with engineers and SMEs to deliver value. The role emphasizes strong communication, problem solving, and strategic direction, ensuring client milestones are met and adoption is maximized across

Qualifications

• 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 ICE Mortgage Technology products and services, client-server business systems software, and/or business process and best-practice workflow in relevant industry
• Demonstrates active listening, synthesize information, effectively communicate, and present with confidence to varied internal and client stakeholders
• Exhibits an unwavering dedication to meeting the expectations and requirements of the client
• Obsessively organized with a demonstrated ability to adopt, implement, and standardize tools and processes that advance client objectives
• Ability to effectively prioritize concurrent, highly complex issues to manage and deliver on client and internal expectations
• Develop and execute strategies for client solutions, risk identification, and mitigation
• 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
• Intellectually curious with a commitment to continuous learning

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 onboarding through 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.

Skills

White glove service

Account management

Stakeholder management

Communication skills

Problem solving

Strategic guidance

Project management

Job description

Intercontinental Exchange, Inc. is seeking an Engagement Manager to build and sustain executive-level relationships with ICE Mortgage Technology clients in a highly autonomous role.

You will align technical goals with business outcomes, acting as a trusted advisor to client leadership and coordinating with engineers and SMEs to deliver value. The role emphasizes strong communication, problem solving, and strategic direction, ensuring client milestones are met and adoption is maximized across