Sr Manager, Complex Account Team (IC)

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role. 

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.

Manager, Complex Account Team - Client Retention & Negotiated Offers (CRNO)  

Client Retention & Negotiated Offers (CRNO) is a specialized business unit within Schwab Investor Services/Client Experience that administers the firm’s Negotiated Pricing Policy.  The team serves as a centralized resource and point of escalation in providing objective, consistent and equitable pricing solutions for Schwab high-value, price-sensitive clients through the collection, analysis, and interpretation of client financial and behavioral data.

The CRNO Senior Manager collaborates extensively with various internal teams, including Branch, CS&S, Managed Investing Representatives, Trader Acquisition, Investor Development, and management at all levels—to evaluate client discount requests, deliver negotiated pricing solutions, and recommend alternative approaches for clients. This role is responsible for conducting profitability analyses and escalating exception requests when needed, ensuring a balanced approach that considers the interests of clients, the firm, and shareholders. The position demands timely, value-driven responses and is best suited for individuals who demonstrate a strong commitment to client service, positive energy, advanced problem-solving abilities, and a proactive, service-oriented attitude.

Success in this position requires consistently prompt, value-driven responses, underpinned by a commitment to exceptional client service, proactive problem-solving, and a collaborative mindset. The ideal candidate demonstrates advanced interpersonal and communication skills, a thorough understanding of industry trends and competitors, and the ability to research and resolve complex issues in partnership with internal stakeholders.

Engagement occurs through multiple channels—including email, phone, chat, and sometimes in-person interactions—to support field teams with guidance on pricing strategies, competitive positioning, and procedures related to Schwab’s Negotiated Pricing Policy. The role offers significant exposure across all organizational levels, from front-line representatives to senior leadership, and demands strong business acumen, sound judgment, self-motivation, and organizational agility to meet established response time targets.

Responsibilities include:

• Support Negotiated Offers and NextGen BAT initiatives by driving execution of strategic efforts that enhance the client experience, improve scalability, and support business growth.
• Oversee all Schwab IS negotiated pricing reviews and approvals, including commissions, margin, managed investing asset-based fees, cash awards/promotions, alternative investment custody, and money fund exceptions; provide pricing support for specialized groups such as Designated Brokerage Services and Stock Plan Services.
• Collecting and interpreting client financial and behavioral data, performing profitability analyses using the Relationship Pricing Model and Profit/Loss queries to inform pricing decisions.
• Regularly engaging with leadership, up to and including the executive level, regarding pricing decisions, including escalation of complex cases for further review and providing expert guidance on unique scenarios.
• Managing the development and ongoing administration of IS negotiated pricing schedules through FLEX commission systems.
• Partnering with departments across Schwab—including CS&S, Managed Investing, Branch network, Finance, Client Acquisition, Marketing, Schwab Bank, Escalation teams, and Operations—to contribute expertise on pricing initiatives.
• Participating in cross-functional project teams as a subject matter expert for pricing and exception processes.
• Designing tailored pricing packages for high-value clients and prospects.
• Collaborating with product owners to establish pricing-exception guidelines and develop supporting structures for specific products.
• Educating and advising field partners on client profitability, competitive dynamics, and effective offer positioning.
• Serving as the escalation point for requests exceeding field empowerment guidelines.
• Maintain flexibility and awareness of the needs and priorities of partners while still providing a perspective to drive growth.

What you have

Required Qualifications: 

• Series 7 & 63 required
• Minimum of 9+ years of experience in the financial services industry (required), 5+ years HNW client experience
• Bachelor’s degree or equivalent work‑related experience.
• Demonstrated expertise with Schwab’s internal platforms and resources, including the Relationship Pricing Model, Client Profit/Loss Model, Flex Commission System, Offer Management Tool, Client Central, Knowledge Center, and legacy systems.
• Exceptional organizational capabilities, with a proven ability to prioritize and manage multiple concurrent tasks within established deadlines.
• Advanced problem-solving acumen, including the capacity to swiftly and accurately identify root causes, conduct thorough research, and assimilate new information efficiently.
• Superior time management skills, with a track record of success in high-volume, fast-paced environments.
• Outstanding communication skills, enabling effective engagement with all organizational levels—including legal, compliance, and senior leadership—to resolve issues, obtain critical information, and influence outcomes.
• Highly developed negotiation, critical thinking, and decision-making abilities, consistently applying sound judgment to complex challenges.
• Proven ability to build, leverage, and strengthen relationships across diverse teams and functions, consistently delivering exceptional service.
• Demonstrates a proactive service orientation and initiative in enhancing skills and competencies to support departmental, organizational, and company objectives.
• Strong business acumen and comprehensive understanding of relevant policies and procedures, with the ability to analyze facts and make balanced decisions that serve the interests of clients, shareholders, and the firm.

Preferred Qualifications:

• Familiarity with financial modeling, profitability analysis, negotiation, pricing systems and the competition is a plus

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