Responsibilities
- Drive resolution of complex production issues, including escalation management, system testing, facilitation of strategy sessions, and transfer of knowledge.
- Acquire and grow knowledge of existing and new ICE products and solutions to provide assistance, guidance, and knowledge to clients.
- Act as an advisor for ICE Mortgage Technology products and services including APIs.
- Assist and guide clients in their transformative journey adopting the latest products and solutions.
- Participate in projects that enhance the quality and efficiency of the Premier Services team.
- Gather metrics and work with clients to baseline and demonstrate the value of the ICE Mortgage Technology platform.
- Oversee client service requests while acting as escalation manager when necessary.
- Partner with Service Operations team to develop successful strategies and execution of plans to ensure and improve technical performance of ICE Mortgage Technology services.
- Ensure client contacts are informed of new product features and help guide the client’s implementation roadmap.
- Advise on ways to achieve optimal utilization.
- Gather and supply product feedback as a client advocate to help drive the product roadmap.
- Develop relationships across ICE client-engagement teams, brands, and departments to strengthen partnership with clients.
- Advise client on best practices and industry benchmarking.
- Provide mentorship and guidance to junior members of the Premier Services team.
- Help define processes and procedures to better service ICE Mortgage Technology’s Premier Services clients.
Knowledge and Experience
- 8+ years direct experience supporting and/or providing technical advisory/account management services preferably in a software management, information technology or mortgage industry role.
- Experience with cloud-based/SaaS solution offerings.
- Demonstrated experience working at executive level in client environments.
- Proven ability to develop and cultivate lasting client relationships with a diverse set of internal and external constituents including senior level executives, legal, technical, finance, support, sales, and marketing experts.
- Skillset required in data analytics.
- Excellent organization, project management, time management, and communication skills.
- Willingness to assist wherever needed; team player who will work within the company to continue improving the way ICE Mortgage Technology serves its clients.
- Ability to travel up to 25% of the time.
- Bachelor’s degree or equivalent experience in Computer Science, or related field.
- Previous working knowledge of ICE Mortgage Technology’s Encompass product and Mortgage Industry experience a plus.
- Knowledge of: Encompass; Encompass SDK; Python; Java; Microsoft .NET framework; Amazon Web Services; Microsoft Azure; SaaS infrastructure and web-based application architecture; TCP/IP network layer; Microsoft IIS; Microsoft SQL; NoSQL Database; App Dynamics; REST API; web services.
