Senior SaaS Adoption & Value Realization Lead

ICE; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Intercontinental Exchange, Inc. seeks a Senior Solution Adoption Manager to drive customer adoption, value realization, and long-term success across our SaaS product suite for mortgage clients in the Atlanta area.

You will guide onboarding to expansion, partner with Product Delivery, and promote proactive communication and strategic guidance. You will collaborate with cross‑functional teams to optimize onboarding, educate on features, and translate client goals into measurable outcomes,

Qualifications

• 5+ years of experience in the mortgage origination industry.
• 5+ years in technical advisory, account management, customer success, or support roles within software, IT, or mortgage technology environments.
• 3+ years’ experience administering or utilizing loan origination software.
• Experience working with SaaS and cloud-based solutions.
• Demonstrated success building strong, long-term client relationships across technical, operational, and leadership stakeholders.
• Strong diagnostic, analytical, and troubleshooting skills.
• Proficiency with data analytics and the ability to translate insights into action.
• Exceptional organizational, communication, project‑management, and time‑management abilities.
• High technical aptitude with the ability to simplify complex concepts for diverse audiences.
• Ability to influence and collaborate effectively in a matrixed environment.

Responsibilities

• Serve as the primary client liaison and trusted advisor for all DDA Analyzer use cases and broader platform engagement
• Partner with Product Delivery and Implementation teams to support onboarding, expansion opportunities, and ongoing optimization
• Drive adoption of product features through education, strategic engagement, and customized utilization plans
• Develop understanding of client goals, workflows, and success metrics to ensure value realization
• Collaborate with Engineering, Product, and Support teams to identify and resolve systemic issues and deliver updates
• Deliver proactive communication related to product releases, enhancements, known issues, and potential impacts
• Coordinate with Support to ensure efficient triage and resolution of client-reported issues, maintaining high satisfaction and stability
• Advocate internally as the voice of the customer to influence roadmap and prioritization
• Travel to client sites as necessary. Estimated 15-20%

Skills

Client relationship management

Analytical troubleshooting

Data analytics

Project management

Communication

SaaS knowledge

Mortgage technology knowledge

Tools

Loan origination software

Job description

Intercontinental Exchange, Inc. seeks a Senior Solution Adoption Manager to drive customer adoption, value realization, and long-term success across our SaaS product suite for mortgage clients in the Atlanta area.

You will guide onboarding to expansion, partner with Product Delivery, and promote proactive communication and strategic guidance. You will collaborate with cross‑functional teams to optimize onboarding, educate on features, and translate client goals into measurable outcomes,