Senior Engagement Manager, White-Glove Client Success

ICE; Provo (UT); On-site; USD 95,000 - 135,000; Full time

Job summary

Intercontinental Exchange, Inc. (ICE) in Utah seeks an Engagement Manager to build trusted advisor relationships with clients and guide technology strategy for ICE Mortgage Technology.

You will collaborate with engineers and SMEs to transform goals into actionable plans, drive success across onboarding and contract lifecycles, and advocate for client needs at all organizational levels. The role emphasizes strong communication, problem-solving, and organizational skills, with a client-focused

Qualifications

• 5+ years of hands-on experience providing white glove client service to all levels of management in an account management or similar function.
• 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 one or more ICE Mortgage Technology products/services, client-server business systems software, and/or business process and best-practice workflow in relevant industry.
• Demonstrates adaptability, flexibility, and resilience in uncertain or incomplete information environments.
• Active listening, synthesis of information, effective communication, and confident presentation to varied audiences.
• Gains trust and garners respect of the client; builds professional relationships.
• Self-awareness, empathy, judgement, accountability and openness to feedback.
• Obsessive organization and ability to standardize tools and processes to advance client objectives.
• Prioritization of concurrent, highly complex issues to meet client and internal expectations.
• Ability to develop and execute strategies for client solutions, risk identification, and mitigation.
• Consistent achievement of goals; proactive, positive, and cross-team collaboration.
• Intellectual curiosity and commitment to continuous learning; stays current on solution features.

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 technology executives and key stakeholders to ensure a successful partnership.
• Establish and maintain trust with the client’s technical team and leadership at all levels.
• Coordinate basic project management activities.
• Engage in strategic reviews to communicate value and identify future needs and direction.
• Ensure clients derive maximum value from ICE Mortgage Technology.
• Provide recommendations based on client solutions and engage clients in product betas and webinars.
• Communicate client sentiment to internal teams and advocate for strategic product decisions.
• Demonstrate thought leadership and evangelize new ideas across teams and clients.
• Ensure client reporting requirements are met and delivered on time.
• Facilitate client meetings with internal resources to support technical objectives.
• Coordinate release management timings and opt-in/opt-out processes across client environments.

Skills

Client service

Relationship building

Communication

Project management

Stakeholder management

Problem-solving

Strategic thinking

Job description

Intercontinental Exchange, Inc. (ICE) in Utah seeks an Engagement Manager to build trusted advisor relationships with clients and guide technology strategy for ICE Mortgage Technology.

You will collaborate with engineers and SMEs to transform goals into actionable plans, drive success across onboarding and contract lifecycles, and advocate for client needs at all organizational levels. The role emphasizes strong communication, problem-solving, and organizational skills, with a client-focused