Client Service Manager, Stock Plan Services

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.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

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

Schwab Stock Plan Services (SPS) within Workplace Services (WS) provides a variety of solutions to large, public and private companies for the administration of their Equity Compensation plans, including stock options, restricted stock, employee stock purchase programs, and cap tables. The Private Issuer Equity Services segment of our business is supported via strategic partnership with a third-party vendor who specializes in an administration platform for private companies. 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 as their company lifecycle progresses.

The Client Service Managers for private companies will play a vital role in the delivery of our services and expansion of the relationship via day-to-day interactions, ensuring a smooth transition through public listing event to our public business. This team provides training and guidance to our corporate clients on how to most efficiently utilize Schwab and our vendor’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 across WS to ensure a consistent client experience from implementation through to ongoing administration of the plan. You would be expected to partner with SPS leadership, Education, Conversion, Participant Services, and our vendor’s teams to ensure a consistent and quality experience for our corporate clients and their employees. Additionally, as private companies prepare for, and execute, their public offerings, the Client Service Manager will be expected to play a key role in that event, ensuring a successful transition to the public client service teams.

The administration of private company equity plans is a new line of business for Workplace Services, and Client Service Managers will be responsible for helping launch, shape, and own this new product offering. At times, the Client Service Manager may have responsibilities beyond those listed below as business needs grow. As a Client Service manager in SPS you will own the relationship with clients who are private.

Specific responsibilities include:

• Serve as primary 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 lifecycle to provide leadership updates on potential for near-term IPO events
• Provide oversight and planning of client events (i.e. grants, exercises, restricted stock releases, ESPP, dividends, IPO, etc.) for assigned companies to ensure flawless execution
• Support clients in administration of their capitalization tables
• 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
• Work closely with our strategic partner to ensure product development is completed with client needs in mind
• Provide continuous feedback to SPS leadership on strategic partner relationship to ensure overall client success and competitiveness in the marketplace   
• 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.
• Responsible for bi-weekly or monthly check-in 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 on-site client service review meetings with assigned clients as needed
• 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
• Must have flexibility to provide non-business hour support for client events and escalations
• Aid in the build out and development of the client service team that will support this offer
• Develop internal training resources, procedures, and guides for the offer

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:

• Proven experience with administration, either at a provider or issuer, of stock options, employee stock purchase plans, restricted stock, cap tables, ASC718/IFRS2 and/or corporate accounting administration, including the nuances of private companies
• 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 flexible and adapt to shifting priorities and be a strong team player
• Travel Requirements: 5-15%

Preferred qualifications:

• Bachelor’s degree
• Certified Equity Professional (CEP) Certification Level 1 or higher
• Brokerage, financial or accounting experience within a corporate or brokerage environment
• Familiarity with Equity Compensation Administration systems
• Ability to articulate Schwab's Visions and Values to team members