As an organization, we are committed to exceeding our clients’ expectations and are dedicated to evolving into a more valuable partner and trusted advisor. In pursuit of this goal, our Equity Plan Solutions (EPS) business has taken two significant actions – the announcement of EquiTrax™, EQ’s enhanced solution designed to elevate the equity plan experience for companies, and they have undertaken a comprehensive overhaul of their client team structure, with a strong emphasis on elevating client support.
The updated structure allows the client teams to focus on servicing all client requests with personalized care, while the operational team can focus on processing events efficiently.
Each client team within the EPS organization now consists of a Relationship Manager (RM), Client Service Manager (CSM), and a CSM backup who support a book of clients.
- RMs focus on strategic work, allowing them to better understand where clients are now, where they are headed, and how we can best support them with our best-in-class products and service offerings.
- CSM service teams handle all client service inquiries, coordinating all client service requests and ensuring timely delivery of events.
- Operations teams are now organized separately from the CSM and RM teams and handle all event processing on the system efficiently and effectively.
We are confident these investments will have a direct, positive impact on our service, and the client experience and we look forward to continued investments and further demonstrating to you the strength of our products and offerings – across EPS and throughout all our business.