Director, Elevated Client Services

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

• Client Relationship Management

• Serve as the senior point of contact for key client relationships.

• Ensure high levels of client satisfaction through proactive engagement and issue resolution.

• Opportunity to shape a premium, differentiated service model in a leading mortgage technology partnership offering

• Act as the primary escalation point for client concerns, ensuring timely and effective resolution.

• High visibility with executive leadership and top-tier clients

• Strategic Oversight

• Oversee the development and execution of client strategies aligned with business objectives.

• Collaborate with cross-functional teams to ensure client goals are met and exceeded.

• Strong track record of driving business outcomes, not just service delivery

• Experience aligning client strategy with technology platform capabilities and roadmap

• Monitor client performance metrics and identify opportunities for improvement.

• Operational Leadership

• Lead and manage an Elevated Client Services team, including hiring, training, and performance management.

• Develop and implement operational processes that enhance service delivery and efficiency.

• Ensure compliance with internal policies and client contractual obligations.

• Client-Facing Engagement

• Represent the organization in client meetings, presentations, and strategic planning sessions.

• Foster long-term partnerships through trust, transparency, and consistent communication.

• Translate client needs into actionable plans and ensure alignment across internal teams.

• Team Development & Collaboration

• Mentor and develop staff to build a high-performing, client-focused team.

• Promote a culture of accountability, continuous improvement, and client advocacy.

• Facilitate collaboration between departments to support seamless client experiences.

• Additional Responsibilities & Requirements:

• Work effectively in a fast-paced, dynamic environment and remain composed under pressure.

• Manage multiple priorities and deliver results within tight deadlines.

• May require occasional travel to client sites, industry events, or company offices.

• Perform other related duties as assigned to support departmental and organizational goals.

• Partner Network Management (Premium Service Model)

• Demonstrated ability to build, govern, and scale high-performing services for Partner networks

• Drive strategic partner alignment to client outcomes, ensuring partners can operate with a premium service model supporting their unique needs.

• Develop partner strategies to optimize coverage, expertise, and client impact within the mortgage origination ecosystem.

• Assist in performance management, enablement, and continuous improvement programs to elevate partner capabilities, drive client satisfaction, and protect brand reputation.

Knowledge and Experience

• 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.
• Knowledge of ICE Mortgage Technology products and the mortgage origination ecosystem preferred; Proficiency with Salesforce and familiarity with ServiceNow
• 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.
• 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.
• Leadership experience managing and developing high-performing, client-focused teams, including hiring, coaching, and performance management in a matrixed organization.
• 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.