# Director, Elevated Client Services at Intercontinental…

> Source: https://confidential.careers/job-detail/director-elevated-client-services-intercontinental-exchange-holdings-inc-jacksonville

# Director, Elevated Client Services

Intercontinental Exchange Holdings, Inc. 

** Jacksonville, United States ** Full Time ** Executive Jobs ** United States ** New

[Apply Now](https://confidential.careers/go/14180145) ** Save 

## Job Description

### 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.

#LI-KA1

### ----------

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

#J-18808-Ljbffr

Posted August 15, 2026