Director, Elevated Client Services

OverviewJob PurposeDirector, 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.ResponsibilitiesClient Relationship ManagementServe 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 offeringAct as the primary escalation point for client concerns, ensuring timely and effective resolution.High visibility with executive leadership and top-tier clientsStrategic OversightOversee 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 deliveryExperience aligning client strategy with technology platform capabilities and roadmapMonitor client performance metrics and identify opportunities for improvement.Operational LeadershipLead 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 EngagementRepresent 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 & CollaborationMentor 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 networksDrive 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 Experience7+ 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 ServiceNowProven 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.#LI-KA1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.