Senior Application Support Team Manager for Schwab Retirement Technologies

Charles Schwab Inc.•Charlotte, NC

7d•$85,500 - $130,000•Onsite

About The Position

Schwab Retirement Technologies (SRT) is a leader in software-as-a-service (SaaS) recordkeeping solutions, delivering innovative technology to retirement and health savings plan providers, administrators, and recordkeeping partners. SRT’s mission is to help partners expand their business and offer superior solutions by leveraging Schwab’s scalable technology, robust recordkeeping systems, and open-architecture approach. As a people manager leading a SRT client service team, you will provide retirement recordkeeping product application support and business consulting services to Independent Recordkeepers utilizing the SRT product suite. Your primary responsibilities will include team management, managing inbound client inquiries, assisting clients with creating software application and process efficiencies, client application education, software release support, and relationship management activities. A strong working knowledge of retirement plans and troubleshooting skills are keys to success. Your work will strengthen the systems millions of retirement participants rely on every day. You will collaborate with engineers, product partners, and business stakeholders in a supportive, inclusive environment that encourages ideas and continuous learning. This role offers opportunities to solve meaningful problems, build technical skills, and deliver client-focused solutions with measurable impact.

Requirements

5+ years in retirement recordkeeping industry.
5+ years of retirement application processing experience.
Prior experience leading and/or coaching people.
Demonstrated core competencies in troubleshooting, problem solving & analytical thinking.
Ability to diagnose complex issues.
Identify root causes (not just symptoms).
Anticipate problems before they happen.
Use data to guide decisions.
Demonstrated ability to communicate effectively with business and technical resources and build effective relationships with internal and external partners and clients.
Ability to explain topics in simple terms.
Ability to write clear emails, reports, and presentations.
Ability to run meetings, demos, and training sessions.
Active listening skills to identify customers' needs.
Ability to present to executive audiences.
Ability to collaborate effectively by listening actively, sharing ideas clearly, and incorporating feedback.
Ability to analyze application challenges, apply sound judgment, and deliver effective solutions quickly.

Nice To Haves

Experience with Schwab Retirement Technologies recordkeeping software or other retirement recordkeeping software.
ASPPA, CEBS or other retirement designations.
Experience with Salesforce.
Experience with Crystal Reports or other report writing tools.
Experience with Citrix, database activity helpful.
Curiosity and commitment to continuous learning and skill development.

Responsibilities

Manage a team of application specialists with a passion for providing superior customer services.
Define team goals.
Monitor team performance.
Offering coaching and support as needed to ensure timely delivery of client inquiries.
Gather and measure metrics and results.
Leverage employee benefits recordkeeping and software application knowledge to identify, define, and resolve the business and software issues clients encounter, through independent research and immediate team collaboration, following issues to conclusion.
Build strong relationships with our customers and offer valuable insight into their teams, ensuring they are current on Schwab RT solutions and are maximizing product/function thereby achieving process efficiencies.
Serve as a Subject Matter Expert in support of development projects including the ability to advocate on behalf of client’s needs; participant in design planning sessions, prepare clients and team for product adoption; and provide ongoing support for clients through training, troubleshooting, and documentation.
Work closely with product and development resources to manage software releases and communicate impactful software or environment changes in a timely and effective manner to clients, including scheduling application support resources as needed.
Occasionally you will be required to work after hours.