Senior Client Success Manager

Overview

Job Purpose

The Client Success Manager is responsible for their client’s overall success with a client’s investment into ICE Client Engagement Solutions in terms of new sales, expansion, contract renewal, revenue retention and adoption of products, features, and releases.  CSMs coordinate with cross-functional internal teams on behalf of their clients to drive value, promote client satisfaction, and increase deployment and utilization.  They engage internal and external stakeholders and act as a trusted point of contact with their assigned accounts.

Responsibilities

• Build and maintain relationships with existing assigned clients at all levels of the client organization.
• Leverage reporting and data to monitor and drive utilization and adopt best practices (deployment, product/services, client satisfaction, and ROI realization).
• Knowledge of clients’ business and industry to drive opportunities and increase adoption and utilization.
• Drive client satisfaction through timely management of client issues and escalations.
• Advocate for clients by effectively working across departments to get the support and information needed to satisfy client needs.
• Own regular check-in meetings with clients for specific objectives and join/collaborate on Strategic Account Meetings to discuss client business objectives and strategies.
• Identify cross-selling and up-selling opportunities through client interactions; collaborate on opportunities with Account Owner and Solutions Executive(s).
• Proactive dashboard management; system of record updates on regular cadence.
• Support team efforts in delivering value and ROI conversation material for Business Reviews through reporting and trends.
• Proactively monitor PSO projects to ensure they are on track.
• Reinforcement of our resources: education, conferences, partnerships, industry knowledge, thought leadership, networking, etc.
• Effectively communicate our value proposition, vision and product/service capabilities.
• Some travel is required.

Knowledge and Experience

• Bachelor’s Degree or equivalent experience.
• Successful experience in a client-facing role of at least 7+ years, preferably in the mortgage lending industry. 5-7 years’ mortgage industry experience is preferred.
• Demonstrated experience building relationships, executing influence, and providing phenomenal service.
• Experience interacting with C-Suite Executives.
• Experience using data to make strategic decisions and influence client behavior.
• Problem solver.  Demonstrated ability to assess an issue and drive to full resolution.
• Possess strong organizational skills and ability to effectively work in a fast-paced, complex environment.
• Have a strong sense of urgency and a driving desire to advocate for your clients.
• Strong team player.  Can effectively work cross functionally to get client issues resolved and/or position ICE solutions to align with client business goals.
• Possesses a solid understanding of our products and solutions and how to articulate the value of our products to clients.
• Experience with Salesforce.com, Microsoft Word, Excel and PowerPoint.
• Excellent written and verbal communication & presentation skills (in person or virtual).

Base Salary Range for Remote 

The expected base salary for this role is between $115,000 - 150,000.   The base salary range does not include Intercontinental Exchange’s rewarding and uncapped sales commission incentives.  While we provide this range as general guidance, at ICE we compensate employees based on the skillset and experience of the individual. Regular full-time ICE employees are eligible for a suite of competitive employee benefits, including healthcare coverage (medical, dental and vision), a 401(k) plan, life insurance, time off, and paid leave for qualifying circumstances. 

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