Client Success Manager

We know a lot about investing and are certain there’s no better investment a company can make than in its employees. People don’t just drive a company; they are the company. So, when people work at their best, companies do too. Morgan Stanley at Work, a division of Morgan Stanley Wealth Management, provides workplace financial solutions that build employee financial confidence, foster loyalty, and help our corporate clients attract and retain top talent. Our end-to-end offering spans Equity, Financial Wellness and Retirement Solutions. Plus, we provide all employees with Financial Empowerment, so they have the knowledge, tools and support needed to make the most of their workplace financial benefits.

What you’ll be part of – our Morgan Stanley at Work culture:
At Morgan Stanley at Work, we walk the talk. We have created a place for our employees to learn, achieve and grow – a place for people to build a career where you can thrive both personally and professionally. We are passionate about exceeding our clients’ expectations and helping them succeed. We are fearless in taking on new challenges that deliver exceptional results. We believe amazing things can happen when we work together in an environment where everybody has a true sense of belonging and their ideas are heard.

We value differences and are committed to providing a work environment where our people can do their best work. We look for people who are problem solvers, empathetic listeners, team players and inclusive leaders. We are committed to your growth and development, and your entire employee experience. We recognize that our people and culture are the keys to our success. We invite you to explore how you can be an integral part of our team.

U.S. Private Equity Solutions
U.S. Private Equity Solutions is responsible for the engagement, onboarding and day-to-day service management of corporate clients and their equity administration plan terms and associated service offerings.

Client Success Management
The Client Success Management (CSM) organization provides ongoing corporate client stock plan servicing on both the Shareworks and Equity Edge Online platforms, for corporate clients who choose to outsource the support of critical functions of equity compensation, as well as those who elect to maintain administrative responsibilities within their corporation. Operating with deep business acumen and robust platform knowledge, the CSM organization supports corporate clients with daily, monthly, and annual event processing and case management. Team members research and respond to client inquiries and issues, in a timely manner, complying with internal SLAs and ensuring a positive client experience. Operating with a “One team” mindset, the CSM organization supports the new client Onboarding and Go-to-market teams with servicing inquiries for seamless client support. The mission of the Client Success Management organization is to deliver best in class service, ease of use, and flawless execution, resulting in the establishment of trusted partnerships with clients.

Client Success Manager Role
The Client Success Manager is an operational role within the Client Success Management Department, executing repeatable tasks associated with stock plan administration events, processes, and data changes for corporate clients across the Shareworks and Equity Edge Online platforms. CSMs will also work directly with clients to answer questions, resolve concerns, and strengthen relationships. We are an onramp and accelerator into the rest of the Equity compensation world, and many of the most successful service side career professionals got their start as a CSM.

Client Success Manager Responsibilities
• Performs daily client procedures including but not limited to processing daily trades, assessing import errors and related fixes, and administering trade and pre-trade clearances
• Performs monthly functions including, but not limited to monthly balancing
• Performs the processing of Restricted Stock Releases or Stock purchases, as necessary
• Manages changes to Employee Stock Purchase Plan Enrollment, Online Grant Agreements, and Equity Plan reporting
• Processes timely and accurate data updates, data manipulation and data management by updating software per client instruction
• Identifies errors and potential issues, working collectively with other team members and internal stakeholders to find solutions; tracks open issues to resolution
• Effectively document and maintain client processes
• Monitors queues for new case assignments using tools such as Salesforce.com and Zendesk. Utilize Salesforce.com application to create and mark completion of cases, document solutions, and update client records.
• Develops and maintains long term client relationships, actively managing customer expectations to ensure maximum satisfaction with products and services
• Provides responses to customer inquiries in a manner that drives client satisfaction by consistently meeting SLAs
• Research and document solutions for issues raised by clients
• Troubleshoots and answers platform questions using probing and interview style questions
• Participates, as needed, in product testing and validation using product knowledge to identify and document bugs as well as suggest enhancements
• Any other activities as determined by organization

Qualifications
• Bachelor degree or higher preferred in business, finance, accounting, or related field
• 1-5 years of customer service experience with primary responsibility of answering and resolving customer inquiries
• CEP Certification is preferred, not required.
• Self-motivated with the ability to effectively manage multiple tasks against tight deadlines
• A passion for providing proactive client-focused solutions
• Highly attentive to client needs and requests, while demonstrating effective prioritization, time management skills and solid judgment for escalating when appropriate
• Willing to go above and beyond, while maintaining a positive attitude
• Strong analytical, problem-solving skills, and proven attention to detail
• Disciplined in following processes, procedures and adhering to controls
• Able to work under pressure, retaining focus and positive attitude
• Ability to assist in the development and improvement of internal and external processes.
• Fluency in written and spoken English is a must
• Demonstrated competency with common technology and technical concepts, including but not limited to email, internet, Excel, and Word.

Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).