Client Service Manager, Relationship Management - Retirement Plan Services

Position Type: Regular

Location: Westlake, TX 76262

At Schwab, you have the opportunity to make an impact on your career. We combine innovative thinking with practical problem solving to challenge the status quo and advance the finance industry together.

Applicants must be currently authorized to work in the United States on a full-time basis without employer sponsorship now or in the future.

We value in-person collaboration, and the selected candidate will work on site four days per week at one of Schwab's locations.

Your opportunity

The Client Service Manager, Relationship Management serves the Mega Market segment of retirement plan services, supporting sponsors with $1B plus in assets under management. You will collaborate with the Director level Client Service Manager, the Client Relationship Practice Leader, and the Client Service Specialist to provide a coordinated client service delivery aligned with plan administration requirements and unique client needs. The role aims to drive higher client retention, client satisfaction, and expansion of Schwab's relationship with assigned practice clients. It also supports a succession plan for Schwab's largest client relationships by learning under more tenured Director Level Client Service Managers. You will operate in line with Schwab policies and practices and contribute to mitigating operational and financial risk. Typically you will provide comprehensive client relationship support for clients with enhanced complexity and assets exceeding $5B.

What you’re responsible for

• Support 1-3 Mega Market client relationships in a team-based approach.
• Understand assigned practice plans to ensure administration is completed in accordance with plan provisions.
• Collaborate with business partners to delegate and lead client issues to successful resolution.
• Approach every client interaction holistically by remaining aware of all issues and events related to the client and collaborating with peers to deliver a precise client experience.
• Continuously explore and uncover client and consultant needs by conducting face-to-face meetings and asking well-defined, open-ended questions to reveal new business opportunities and relationship challenges.
• Identify and engage the appropriate subject matter experts within Charles Schwab to assist with client discussions and ensure clear understanding of solution sets to achieve successful outcomes.
• Ensure client satisfaction, improve promoter scores, and actively communicate plan administration activities with internal teams.
• Identify and adapt to clients’ and consultants’ diverse backgrounds and roles (executives, human resources, and finance).
• Support sales efforts.
• Deliver client education and training by developing awareness of procedures and sponsor reporting solutions.
• Work reciprocally within the organization, share standard methodologies, and contribute to continuous improvement of Schwab services to support your success.
• Execute client and regulatory changes.
• Effectively and authentically communicate Schwab’s value to clients.
• Apply specialized knowledge of qualified and non-qualified retirement plan recordkeeping and understand the broader impact on the company.
• Build and sustain positive relationships with clients and partnerships with internal associates as well as key contacts within the industry to deliver results.

What you have

• 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 with each interaction while demonstrating personal integrity, resilience, and respect for others.
• Self-motivated, enthusiastic, and take initiative.
• 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, problem solve, influence and build consensus among team members, leadership, and clients through presentations.
• Ability to identify client issues that pose a risk to the firm, handle them appropriately and recommend solutions to address future issues effectively.
• Effectively service plans with a high level of complexity.
• Excellent project management and time management skills and the ability to handle multiple assignments that have a long and short duration over a given time with attention to detail.
• Ability to inspire and support those around you to challenge the status quo; implement small and large changes to elevate the team's effectiveness and level of service for clients.
• Ability to meet deadlines within a fast-paced environment.
• Ability to collaborate effectively in teams and influence outcomes.
• 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), administration and plan design and administration for qualified retirement and non-qualified executive deferred compensation plans.