דרושים Service Level Negotiator ב-Intercontinental Exchange - Ice ב-United States, Jacksonville

Job Purpose

Products supported include: MLS, Paragon, Paragon Connect

Responsibilities

• Performs customer support functions via phone and email
• Reviews legal descriptions to establish identity of property
• Researches and gathers information for tax issues, e.g., delinquent tax lawsuits, delinquent and/or missing tax bills
• Investigates property value and/or property exemption discrepancies
• Researches tax and fee discrepancies for mortgage closings, title issues
• Keeps abreast of changes in state property tax/fee laws
• Performs other related duties as assigned.

Knowledge and Experience

• A high school diploma or GED is required for this role
• Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience
• Real Estate experience preferred
• Excellent customer service skills
• Ability to apply knowledge from one situation to the next to solve problems
• Ability to handle projects commensurate with job expectations
• Requires excellent presentation, writing, organizational, analytical, and problem-solving skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Excellent oral and written communication skills
• Flexibility, versatility, dependability
• Ability to prioritize and manage work in fast paced high volume environment

Job Purpose

Products supported include: MLS, Paragon, Paragon Connect

Responsibilities

• Performs Client support functions via phone and email
• Reviews application settings in Paragon and works directly with the MLS Boards
• Performs other related duties as assigned.

Knowledge and Experience

• A high school diploma or GED is required for this role
• Requires one (1) year customer support/help desk experience, mortgage servicing or origination experience
• Real Estate experience preferred
• Excellent customer service skills
• Ability to apply knowledge from one situation to the next to solve problems
• Ability to handle projects commensurate with job expectations
• Requires excellent presentation, writing, organizational, analytical, and problem-solving skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Excellent oral and written communication skills
• Flexibility, versatility, dependability
• Ability to prioritize and manage work in fast paced high volume environment
• Possible travel to client sites up to 5%

Responsibilities

• Presence in Office: This position requires you to be in the Atlanta HQ office 5 days a week to ensure a strong onboarding experience and facilitate proper communication with team members. Office environment is updated with a gym, cafeteria, and coffee machines on numerous floors. The amenities are superb!
• Lead Generation & Qualification: Identify and qualify sales leads through proactive outreach, cold calling, and respond to inbound queries via phone and email.
• Prospect Engagement: Build relationships with prospective customers to understand their business requirements and challenges.
• Sales Support: Support Account Executives by communicating detailed information about prospect needs and status via Salesforce.
• Collaboration: Work closely with Account Executives, Sales Leadership, Marketing, and other internal teams to strategize and share insights on prospective customer accounts, and drive sales activities.
• CRM Management: Maintain accurate and detailed records of all lead management activities in Salesforce ensuring proper lead assignment and tracking.
• Product Knowledge: Develop knowledge of ICE’s product offerings and industry trends to be able to pitch products appropriately.
• Internal & External Networking: Participate in internal product meetings, sales training, and mentorship opportunities to develop sales knowledge and skills. Seeking opportunities outside of work to enhance product, industry and sales knowledge is highly encouraged.
• Sales Team Interaction: Attend sales meetings, participate in business reviews, and support product demonstrations where necessary.

Knowledge and Experience

• Sales Experience: No previous sales development experience required, but any sales or customer-facing internship/experience is a plus. Must have a strong ability to communicate effectively, challenge and push prospects, build rapport, and address objections is essential.
• Communication Skills: Excellent written and verbal communication skills with a confident phone presence. Must be able to engage prospects and internal stakeholders effectively.
• Organizational Skills: Proven track record of staying organized, managing tasks efficiently, and meeting deadlines.
• Education: Bachelor’s degree or relevant work experience preferred, but not required.
• Entrepreneurial Mindset: Proactive, competitive, organized, self-driven, and eager to learn are all a must. Willingness to think outside the box and contribute fresh ideas to sales strategy.
• Flexibility & Adaptability: The ability to thrive in a fast-paced, dynamic environment with a strong willingness to adapt to new tools, technologies, and changes quickly. Familiarity with CRM platforms like Salesforce is a bonus, but not required.
• Goal-Oriented & Motivated: Strong drive to meet and exceed goals. Comfortable with both independent and team-based work environments, with a willingness to collaborate and contribute to team success
• Team Player: Ability to collaborate effectively with various departments and stakeholders, while also taking ownership of individual tasks.
• Client-Centric Approach: Passion for providing exceptional service and building strong, trust-based relationships with prospects and internal teams.
• Analytical & Detail-Oriented: Capable of analyzing client needs, tracking sales activities, and using data to drive decision-making processes.

Responsibilities

• Initiate, plan, manage, and execute delivery of a complex technology projects, programs and potentially portfolios
• Manage high priority projects end to end, and / or add support to projects in trouble or behind
• Help drive organization change to provide transparency and efficiency through the promotion of project management processes and team
• Ownership of complex company operations projects, programs and interdependencies with the changing operations environment
• Work with senior engineering leads and team members to create and execute delivery plans, turning ambiguous into defined and measurable milestones and an agreed project delivery strategy
• Review, recommend and develop improvements on program and portfolio initiation, execution and reporting
• Proactively discover and identify risks, issues and dependencies with the ability to affect the project, escalate appropriately and address delivery bottlenecks with solid judgment.
• Executive management reporting responsibilities; tracking, reporting, and communicating delivery progress with clarity and precision to suit the relevant audience
• Strategize and develop operational and PMO specific processes and tools to improve efficiency and/or quality
• Coordinate and develop best practices along with other project management leaders within the company & contribute to roadmaps and strategies for the infrastructure PMO organization
• Support training and coaching initiatives for more junior team members, bringing knowledge of technologies, tools and strategies for effective project management
• Initially an individual contributor role to move forward the significant amount of change underway in ICE, this role has strong potential to move to managing Portfolio(s) of projects and a team of PMs, both local and abroad

Knowledge and Experience

• Master's Degree in Technical or Related Discipline / MBA preferred (Bachelor’s Degree minimum)
• Minimum 10 years' work experience with at least 5 years of specialized technology project management; ideally working with a range of financial industry systems in highly regulated markets.
• Experience in quickly establishing effective working relationships with senior teams and directing resources through influence to deliver project outcomes in a fast moving, matrix environment
• Experience having both direct and non-direct reports and proven success in managing both scenarios
• Previous hands-on technical and projects experience bringing a strong understanding of datacenter technologies (Networks, , Windows compute (physical, virtual, micro-services), Storage, on-prem private cloud, etc.)
• Proven experience delivering or recovering complex technical infrastructure projects. such as plant-wide systems refreshes, or large data center migrations
• Previous experience in developing and/or maturing project management processes
• Excellent verbal and written communications skills
• Strong documentation, planning (WBS and identifying/managing dependencies), and stakeholder management skills.
• Ability to apply standardized project control mechanisms such as planning and project progress tracking / control, estimating, logic analysis, resource planning and allocation, issue and risk management.
• Ability to self-start effectively with ambiguity and varying levels of detail.
• Strong project management skills (time and organization, PMP, Prince2 or similar a plus)
• Demonstrated success in process improvements and and/or building PMO from ground up
• Success in this role requires a blend of program leadership, technical understanding, stakeholder management, and executional urgency.

Responsibilities

• Conducts pre-contract data collection (e.g., Request for Proposal) and administration of contracts
• Creates spreadsheets for financial calculations relating to contract valuation
• Responsible for reviewing, drafting, and negotiating/redlining agreements (e.g., customer SLA agreements, amendments, etc.)
• Provides direct customer negotiation on significant revenue generating opportunities for ICE products and services
• Works with Sales, Service Organizations, and Business Operations teams to structure new contracts as well as ensuring adherence to terms in existing agreements
• Works with Legal teams to create and maintain contract templates for a variety of Business segments
• Reviews contractual documents to ensure adherence to company practice and conformance to master agreements
• Responds to inquiries regarding contractual obligations and revisions
• Reviews agreements thoroughly to ensure contractual obligations are met and all required exhibits, attachments, etc. are attached
• Exercises good judgement while processing agreements, understanding, and executing escalation procedures wisely
• Develops a detailed understanding of the Sales pipeline organization workflow and client database systems
• Facilitates development of relationships with customers, maintain relationships for long-term contracts, and mediate performance and scorecard disputes
• Manages agreement workload and actively follows up on outstanding items
• Provides support to resources pertaining to sales pipeline or operational areas and contract processing methodologies
• Provides an overview of SLA terms to account owners
• Provides timely, updated information to facilitate continued process improvement
• Takes responsibility for Service Level report administration, maintenance and development of new functionality
• Creates and distributes customer-facing service level agreement (SLA) reporting to ensure adherence to operational contractual commitments
• Coordinates remediation credits for any contractual SLA missed during a reporting cycle
• Creates procedures to ensure overall quality of service
• Maintains tracking of agreements with detailed notes
• Works cross-functionally to assess product performance for current and future SLA consideration
• Performs other duties as assigned

Knowledge and Experience

• Bachelor’s degree or the equivalent combination of 6 years of education, training, or work experience
• Strong proficiency in computer systems and programs such as Microsoft Office Suite (Outlook, Excel, PowerPoint, Visio and Word), Adobe Acrobat Pro, ServiceNow and Salesforce platforms
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
• Strong understanding of ICE business strategy and how products or initiatives contribute to ICE goals
• Knowledge of ICE products and services and how they interact with each other
• Ability to translate technical language into client facing contractual terms and conditions
• Excellent problem solving, team, and time management skills
• Ability to manage multiple deadlines for self and others
• Knowledge of contract relationship structures and processing methodology
• A basic knowledge of pricing strategies with an emphasis on value-based concepts
• High attention to detail, accuracy, and confidentiality required
• Ability to analyze and solve problems using learned techniques and tools
• Ability to understand and apply learned concepts
• Ability to utilize judgement in decision making process and decisions related to job tasks
• Strong organization skills and ability to handle multiple tasks and meet deadlines
• Good understanding of financial concepts, tools and systems required for processing agreements