Client Service Manager

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

Schwab Stock Plan Services (SPS) provides a variety of solutions to large, publicly traded companies for the administration of their Equity Compensation plans, including stock options, restricted stock, and employee stock purchase programs. SPS offers solutions for the administration of these plans up to and including full outsourcing capabilities for the recordkeeping and employee services. Our mission is to provide a world class experience for our clients and to provide the opportunity for the employees of our corporate clients to achieve their financial goals.

Specifically, the SPS Client Services team plays a vital role in the delivery of our services. They are responsible for the day to day interaction between Schwab and our largest, most complex corporate clients, ensuring all aspects of their plans are operating smoothly. This team provides training and guidance to our corporate clients on how to most efficiently utilize Schwab’s tools and services in addition to assisting our clients trouble shoot issues by researching items and presenting solutions. This includes partnering with other teams within SPS to ensure a consistent client experience from implementation through to ongoing administration of the plan.  The Client Services team is expected to partner with the SPS Relationship Management, Education, Trading, Product Management and Conversion teams to ensure a consistent and quality experience for our corporate clients and their employees. 

As a Client Service Manager in SPS you will manage clients based on their value and specific needs.  Specific responsibilities include:

• Serve as primary daily point of contact for clients with the ability to answer questions regarding provisions of complex equity compensation plans and financial reporting
• Periodic review of client financial health in order to increase participant engagement for individual retail client solution opportunities
• Provide oversight and planning  of client events (i.e. grants, exercises, restricted stock releases, ESPP, dividends, etc.) for assigned companies to ensure flawless execution
• Partner with clients to create solutions for unique administrative needs while managing risk to Schwab.
• Coordinate resources to deliver on specific projects for clients, including mergers and acquisitions, new plan introductions and communication campaigns.
• Resolve client items accurately and in a timely manner. 
• Responsible for developing and sustaining a long-term relationship with clients.  
• Stay current on equity compensation industry standards and trends via conference participation (GEO and NASPP) including continuing CEP education, local industry chapter participation, client forum presentations, etc.
• Implement controls and oversight for high value transactions, including transactions for top level executives at target corporate clients.
• Responsible for weekly or bi-weekly check-ins calls with assigned clients to ensure overall satisfaction, timely resolution of issues/items and consultative interaction is occurring.  Recognize opportunities for improvement and growth in the relationship.
• Participate in the creation and delivery of regular on-site client service review meetings with assigned clients.
• Provide training and expertise around Schwab system functionality and capabilities to our corporate clients, enhancing their experience with Schwab.
• Provide team sales support for the SPS Sales team as needed (RFP and RFI response review, onsite presentations, webcasts, and system demonstrations).
• Participate in providing requirements and enhancements for SPS systems and processes.
• Provide guidance to technology teams and advocate for client needs and requests.
• Must have flexibility to provide after hours and periodic weekend support for client events and escalations.

To ensure that we fulfill our promise of “challenging the status quo,” this role has specific qualifications that successful candidates should have.

Required qualifications: 

• Advanced Knowledge of Excel and other MS Office skills.
• Excellent communication, problem solving, and presentation skills to influence and build consensus among your team members and leadership.
• Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
• Strong organizational skills with ability to work on multiple assignments simultaneously and complete them within established deadlines.
• Capacity to be a flexible & adapt to shifting priorities and be a collaborative team player.
• Proven working knowledge of stock options, employee stock purchase plans, dividend equivalent rights, restricted stock, ASC718/IFRS2 and/or corporate accounting administration.
• Travel Requirements: 10- 25%

Preferred qualifications:

• Bachelor’s degree highly preferred.
• CEP Certification Level 1 or higher preferred.
• Brokerage, financial or accounting experience within a corporate or brokerage environment preferred.
• Familiarity with Equity Compensation Administration systems a plus.
• Ability to articulate Schwab’s Visions and Values to team members.
• Project management, business analysis and/or consulting experience preferred.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.