Client Service Manager, Relationship Management - Retirement Plan Services

Position Type

Regular

Location

Austin, TX 78701

Your Opportunity

At Schwab, you have the opportunity to influence your career through a blend of innovative thinking and practical problem solving. The role requires current authorization to work in the United States on a full-time basis without employer sponsorship now or in the future. The selected candidate will primarily work on site, four days a week, at a designated location. The Client Service Manager, Relationship Management in the Mega Market segment (assets of $1B or more) serves as the key interface between Schwab and our largest plan sponsors. You will collaborate as part of a team with the Director level Client Service Manager, the Client Relationship Practice Leader, and the Client Service Specialist to deliver coordinated client service for plan administration and unique client needs. The aim is to enhance client retention and satisfaction while expanding Schwab’s relationship with assigned practice clients. The role also offers progression under the guidance of senior Director level Client Service Managers to support a succession plan for Schwab Retirement Plan Services’ largest client relationships. In performing these duties, you will follow Schwab policies and help mitigate operational and financial risk. Typical responsibilities include providing comprehensive client relationship support for clients with enhanced complexity and assets totaling more than $5B.

What you’re responsible for

• Support 1 to 3 Mega Market client relationships in a collaborative team-based approach.
• Comprehend assigned practice plans to ensure administration aligns with plan provisions.
• Partner with business colleagues to delegate and drive client issues to successful resolution.
• Approach every client interaction holistically, staying informed about all client events and collaborating to create a precise client experience.
• Regularly identify client and consultant needs by conducting in-person discussions with well-defined, open-ended questions to uncover new opportunities and challenges.
• Engage the appropriate subject matter experts within Schwab to support discussions and help clients understand solution sets for successful outcomes.
• Maintain client satisfaction, improve client promoter scores, and communicate plan administration activities with internal teams.
• Recognize and adapt to the diverse backgrounds and roles of clients and consultants, including executives, human resources, and finance.
• Support sales efforts.
• Provide client education and training by increasing awareness of procedures and sponsor reporting solutions.
• Collaborate across the organization, share standard methodologies, and contribute to continuous improvement of Schwab services to support success.
• Execute client and regulatory changes as required.
• Communicate Schwab’s value to clients in an authentic and effective manner.
• Apply specialized knowledge of qualified and non-qualified retirement plan recordkeeping and understand its broader impact on Schwab.
• Build and maintain positive relationships with clients and internal partners, as well as key industry contacts, to deliver results.

What you have

Required Qualifications

• 3+ years of experience working with large, complex employer sponsored retirement plans.
• Bachelor's degree or equivalent experience.
• Understanding of ERISA, industry rules and regulations, and non-qualified plan design.
• High energy, confidence, accountability, and professionalism in every interaction, with integrity, resilience, and respect for others.
• Self-motivated, enthusiastic, and proactive.
• Ability to implement client strategies, retirement plan design, compliance, and IRS reporting.
• Ability to work independently.
• Excellent written and oral communication skills.
• Ability to communicate effectively, solve problems, influence, and build consensus among team members, leadership, and clients through presentations.
• Ability to identify client issues that pose risk to the firm, address them appropriately, and recommend preventive solutions.
• Experience in servicing highly complex plans.
• Exceptional project management and time management skills with the capacity to manage multiple assignments with varying durations and attention to detail.
• Ability to inspire and support colleagues to challenge the status quo and drive improvements in team effectiveness and service levels.
• Capacity to meet deadlines in a fast-paced environment.
• Strong collaboration skills and the ability to influence outcomes within teams.
• Flexibility to travel for client visits and sales presentations as needed.

Preferred Qualifications

• 5+ years of client and/or participant service experience.
• ASPPA, CEBS and/or NIPA designation or in process.
• QPA, CPC or equivalent certification/designations.
• Integrated benefit services experience with general knowledge of equity compensation plans (stock options, restricted stock, SARs, ESPP) and plan design and administration for qualified retirement and non-qualified executive deferred compensation plans.