Senior Solution Adoption Manager

Job Description

Job Purpose

The Senior Solution Adoption Manager is a strategic, client-facing leader responsible for driving customer adoption, maximizing value realization, and ensuring long-term success across our SaaS product suite. Acting as the primary point of contact for assigned clients, this role guides organizations through their full lifecycle - from onboarding to expansion - while promoting effective technology use, maintaining a stable product environment, and delivering proactive communication and strategic guidance.

Responsibilities

• Serve as the primary client liaison and trusted advisor for all DDA Analyzer use cases and broader platform engagement
• Partner closely with Product Delivery and Implementation teams to support smooth onboarding, expansion opportunities, and ongoing optimization efforts
• Drive adoption of product features through education, strategic engagement, and customized utilization plans that support ROI and business outcomes
• Develop a deep understanding of client goals, workflows, business processes, and success metrics to ensure alignment and value realization
• Collaborate with Engineering, Product, and Support teams to identify and resolve systemic issues and deliver timely updates
• Deliver proactive communication related to product releases, enhancements, known issues, and potential impacts.
• Coordinate with Support to ensure efficient triage and resolution of client‑reported issues, maintaining high satisfaction and stability
• Advocate internally as the voice of the customer, providing insight to Product Owners and cross‑functional forums to influence roadmap and prioritization
• Ability to travel to client sites as necessary. Estimated 15-20%

Knowledge and Experience

• 5+ years of experience in the mortgage origination industry
• Mortgage Industry operational and/or mortgage underwriting experience is a plus
• Knowledge of loan origination solutions
• Consulting experience a plus
• DDA, Encompass, Encompass SDK mortgage technologies knowledge a plus
• 5+ years in technical advisory, account management, customer success, or support roles within software, IT, or mortgage technology environments
• 3+ years’ experience administrating or utilizing loan origination software
• Experience working with SaaS and cloud-based solutions
• Demonstrated success building strong, long-term client relationships across technical, operational, and leadership stakeholders
• Strong diagnostic, analytical, and troubleshooting skills
• Proficiency with data analytics and the ability to translate insights into action
• Exceptional organizational, communication, project‑management, and time‑management abilities
• High technical aptitude with the ability to simplify complex concepts for diverse audiences
• Ability to influence and collaborate effectively in a matrixed environment

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