Client Success Executive

Job Purpose

Sales and Marketing: The Client Success Executive is responsible for the overall success with a client's investment into ICE Mortgage Technology solutions in terms of contract renewal, expansion, revenue retention, and adoption/utilization of ICE Ecosystem products and solutions. CSEs coordinate with cross-functional internal teams on behalf of their customers to qualify, drive value, promote opportunity development, and increase investment into existing and additional ICE MT solutions. They engage internal and external stakeholders and act as a consultative sales contact with their assigned accounts.

Responsibilities

• Build & maintain relationships with existing assigned clients at all levels of the client organization.
• Leverage reporting and data to assess ICE product utilization and consult regarding needs and business goals (deployment, product/services, customer satisfaction, and ROI realization)
• Knowledge of customers' business and industry to drive opportunities and increase adoption and utilization
• Advocate for clients by effectively working across departments to get the support and information needed to qualify and solve client needs through ICE Mortgage Technology solutions (e.g. Data and Analytics, Product and Pricing, Sales and Marketing Automation, etc.)
• Own regular check-in meetings with customers for specific objectives to discuss customers' business objectives and strategies.
• Identify cross-selling and up-selling opportunities through customer interactions; collaborate on opportunities with Solutions Executive(s)
• Proactive dashboard management; system of record updates on regular cadence
• Pro-actively monitor PSO and department projects 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.
• Periodic travel may be required at discretion of management

Knowledge and Experience

• Bachelor's Degree or equivalent experience
• Successful experience in a customer-facing role of at least 5+ years, preferably in mortgage lending technology. 3+ years' mortgage industry experience is preferred.
• Demonstrated experience building relationships, executing influence and providing phenomenal service.
• Conversant in Sales Methodology with positioning pricing and ROI of SaaS and/or Enterprise Software, preferably Mortgage Origination Software or related services
• Experience with Sales Development and/or demonstrated participation in team selling and experience developing new revenue add-on or cross-sell opportunities within existing customer base.
• Experience in interacting with C-Suite Executives.
• Experience using data to make strategic decisions and influence customer 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 customer questions or issues handled and position ICE solutions to align with client business goals.
• Possesses a solid understanding of our products and solution and how to articulate the value of our products to customers.
• Experience with Salesforce.com, Microsoft Word, Excel and PowerPoint
• Excellent written and verbal communication & presentation skills (in person or virtual)