Senior Solution Adoption Manager

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

#LI-SF1 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.