Senior Solution Adoption Manager

ICE; Jacksonville (FL); In loco; USD 110.000 - 170.000; Tempo pieno

Descrizione del lavoro

Intercontinental Exchange, Inc. seeks a Senior Solution Adoption Manager in Jacksonville, FL, to lead client adoption across our SaaS product suite.

You will act as the primary liaison, guiding onboarding to expansion, aligning customer goals with product capabilities, and delivering proactive communications on releases and ROI-driven outcomes. The role emphasizes strategic advisory, cross-functional collaboration, and strong relationship management with mortgage industry clients in a fast-paced

Competenze

• 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 administrating 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

Mansioni

• Serve as the primary client liaison and trusted advisor for DDA Analyzer use cases and 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 that support ROI and business outcomes
• Develop an understanding of client goals, workflows, and success metrics to ensure alignment and value realization
• Collaborate with Engineering, Product, and Support teams to identify and resolve systemic issues and deliver timely 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%)

Conoscenze

Client relationship management

Solution adoption

Data analytics

Project management

Strong communication

Analytical troubleshooting

SaaS experience

Mortgage industry knowledge

Strumenti

DDA

Encompass

Encompass SDK

Descrizione del lavoro

Job Purpose

The Senior Solution Adoption Manager is a strategic, client-facing leader responsible for driving customer adoption, maximizing value realization, and ensuring long-term success across our SaaS product suite. Acting as the primary point of contact for assigned clients, this role guides organizations through their full lifecycle—from onboarding to expansion—while promoting effective technology use, maintaining a stable product environment, and delivering proactive communication and strategic guidance.

Responsibilities

• Serve as the primary client liaison and trusted advisor for all DDA Analyzer use cases and broader platform engagement
• Partner closely with Product Delivery and Implementation teams to support smooth onboarding, expansion opportunities, and ongoing optimization efforts
• Drive adoption of product features through education, strategic engagement, and customized utilization plans that support ROI and business outcomes
• Develop a deep understanding of client goals, workflows, business processes, and success metrics to ensure alignment and value realization
• Collaborate with Engineering, Product, and Support teams to identify and resolve systemic issues and deliver timely 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, providing insight to Product Owners and cross-functional forums to influence roadmap and prioritization
• Ability to travel to client sites as necessary. Estimated 15-20%

Knowledge and Experience

• 5+ years of experience in the mortgage origination industry
  • Mortgage Industry operational and/or mortgage underwriting experience is a plus
  • Knowledge of loan origination solutions
  • Consulting experience a plus
  • DDA, Encompass, Encompass SDK mortgage technologies knowledge a plus
• 5+ years in technical advisory, account management, customer success, or support roles within software, IT, or mortgage technology environments
• 3+ years' experience administrating 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

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.