Overview:
Job Purpose
Director, Elevated Client Services is a strategic leadership role responsible for overseeing client-facing operations, ensuring client satisfaction, and driving the execution of client strategies. This role serves as a key point of escalation and leads a team dedicated to delivering exceptional service and operational excellence.
Responsibilities
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Client Relationship Management
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Serve as the senior point of contact for key client relationships.
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Ensure high levels of client satisfaction through proactive engagement and issue resolution.
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Opportunity to shape a premium, differentiated service model in a leading mortgage technology partnership offering
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Act as the primary escalation point for client concerns, ensuring timely and effective resolution.
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High visibility with executive leadership and top-tier clients
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Strategic Oversight
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Oversee the development and execution of client strategies aligned with business objectives.
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Collaborate with cross-functional teams to ensure client goals are met and exceeded.
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Strong track record of driving business outcomes, not just service delivery
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Experience aligning client strategy with technology platform capabilities and roadmap
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Monitor client performance metrics and identify opportunities for improvement.
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Operational Leadership
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Lead and manage an Elevated Client Services team, including hiring, training, and performance management.
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Develop and implement operational processes that enhance service delivery and efficiency.
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Ensure compliance with internal policies and client contractual obligations.
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Client-Facing Engagement
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Represent the organization in client meetings, presentations, and strategic planning sessions.
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Foster long-term partnerships through trust, transparency, and consistent communication.
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Translate client needs into actionable plans and ensure alignment across internal teams.
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Team Development & Collaboration
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Mentor and develop staff to build a high-performing, client-focused team.
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Promote a culture of accountability, continuous improvement, and client advocacy.
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Facilitate collaboration between departments to support seamless client experiences.
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Additional Responsibilities & Requirements:
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Work effectively in a fast-paced, dynamic environment and remain composed under pressure.
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Manage multiple priorities and deliver results within tight deadlines.
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May require occasional travel to client sites, industry events, or company offices.
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Perform other related duties as assigned to support departmental and organizational goals.
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Partner Network Management (Premium Service Model)
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Demonstrated ability to build, govern, and scale high-performing services for Partner networks
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Drive strategic partner alignment to client outcomes, ensuring partners can operate with a premium service model supporting their unique needs.
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Develop partner strategies to optimize coverage, expertise, and client impact within the mortgage origination ecosystem.
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Assist in performance management, enablement, and continuous improvement programs to elevate partner capabilities, drive client satisfaction, and protect brand reputation.
Knowledge and Experience
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7+ years of experience in a client-facing role, with a demonstrated track record of managing executive-level relationships, handling escalations, and driving client satisfaction in a fast-paced environment.
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Knowledge of ICE Mortgage Technology products and the mortgage origination ecosystem preferred; Proficiency with Salesforce and familiarity with ServiceNow
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Proven ability to develop and execute client strategies aligned with business objectives, with experience translating client needs into actionable plans and measuring outcomes through KPIs and performance metrics.
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Strong commercial acumen, including experience contributing to revenue growth, renewals, and expansion targets, with familiarity with SaaS financial metrics such as ARR, NRR, and churn.
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Leadership experience managing and developing high-performing, client-focused teams, including hiring, coaching, and performance management in a matrixed organization.
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Operational excellence mindset with experience designing and improving service delivery workflows; familiarity with process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
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-: Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
