Client Relationship Manager – Retirement Plan Services

Richfield, Ohio
Charles Schwab
Position Type: Regular
Your opportunity

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.

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 believe in the importance of in-office collaboration and intend for the selected candidate to work on site 4 days per week in one of the specified locations.

The Client Relationshp Manager, in the Mega Market segment ($1B plus AUM), plays the critical role of relationship management and interface between our largest plan sponsors and Schwab. You will work as a team, with the Director level Relationship Manager, their Client Relationship Practice Leader and Client Service Specialist to provide a coordinated approach of client service delivery in support of plan administration requirements and unique client needs. The goal of these team-based efforts will be to drive higher levels of client retention, client satisfaction, and expansion of the overall Schwab relationship with assigned practice clients. In addition, the goal of the Client Relationship Manager, will be to learn and develop under more tenured Director Relationship Managers to pursue a thoughtful succession plan for SRPS’s largest client relationships. In meeting and exceeding these duties, the Client Relationship Manager is expected to understand and adhere to Schwab policies and practices and will play a key role in the mitigation of operational and financial risk to Schwab. You will typically provide comprehensive client relationship support for clients that have enhanced complexity and assets totaling more than $5B.

What you’re responsible for

• Support 1-3 Mega Market client relationships in a team-based fashion.
• Understand assigned practice plans to ensure administration is completed in accordance with plan provisions.
• Collaboration with business partners to delegate and lead client issues to successful resolution is key in your position.
• Approach every client interaction holistically by being aware of all issues and events related to the client and collaborating with peers to build a precise client experience.
• Consistently explore and discover client and consultant needs by engaging in face-to-face meetings asking well-defined, open-ended questions to clearly uncover new business opportunities and relationship challenges.
• Identify and engage the appropriate subject matter experts within Charles Schwab to assist with appropriate client discussions to accomplish client understanding of solution sets to achieve successful outcomes.
• Ensure client satisfaction, improve client promoter scores, and actively communicate plan administration activities with your 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 appropriate awareness of procedures and sponsor reporting solutions.
• Work reciprocally within the organization, share standard methodologies, and aid in the continuous improvement of the services provided by Schwab to ensure 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

To ensure that we fulfill our promise of “challenging the status quo,” this role has specific qualifications that successful candidates should 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 with each interaction while also 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 ability to handle multiple assignments that have a long and short duration over a given time with attention to details.
• Ability to inspire and support those around you to challenge the status quo; effect small and large changes to continue to elevate the teams’ effectiveness and level of service provided to our 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.

What’s in it for you

At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration-so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance