Senior Engagement Manager, White-Glove Client Success

careers-ice; Provo (UT); On-site; USD 90,000 - 120,000; Full time

Job summary

Intercontinental Exchange, Inc. in Provo, Utah, seeks an Engagement Manager to build trusted advisor relationships with ICE Mortgage Technology clients. You will collaborate with engineers to translate client goals into actionable plans and drive onboarding to ensure value from day one.

You will lead strategic reviews, coordinate with internal teams, and guide clients through product adoption, feature requests, and releases while maintaining clear communication and a client-focused mindset.

Qualifications

• 5+ years of hands-on white glove client service in account management or similar.
• Experience collaborating with internal and client stakeholders to advise during incidents.
• Ability to influence decision-makers across business units with discovery and solutions.
• Subject matter expertise in ICE Mortgage Technology or related mortgage products and services.
• Adaptable, resilient and able to communicate clearly with IT staff to CIO level.
• Active listening, synthesis, and confident presentation to diverse audiences.

Responsibilities

• Make the client’s technical goals actionable with engineers and SMEs.
• Drive the technical success of assigned clients from onboarding through contract life.
• Cultivate relationships with technology executives and stakeholders.
• Be a trusted advisor to the client and maintain confidence with their leadership.
• Engage with clients via reviews to communicate value and future needs.
• Coordinate release management timings and opt-in/opt-out processes.
• Ensure client reporting requirements are met and delivered on time.
• Provide recommendations and engage clients in product betas and webinars.

Skills

White glove service

Account management

Relationship building

Project management

Communication skills

Active listening

Strategic thinking

Problem solving

Job description

Intercontinental Exchange, Inc. in Provo, Utah, seeks an Engagement Manager to build trusted advisor relationships with ICE Mortgage Technology clients. You will collaborate with engineers to translate client goals into actionable plans and drive onboarding to ensure value from day one.

You will lead strategic reviews, coordinate with internal teams, and guide clients through product adoption, feature requests, and releases while maintaining clear communication and a client-focused mindset.