Client Success Manager, AVP

Morgan Stanley•Purchase, NY

About The Position

Morgan Stanley is a leading global financial services firm. The Corporate and Institutional Solutions (CIS) division within Morgan Stanley Wealth Management aims to create a consistent corporate employee experience and engage them throughout their financial life journey, ultimately deepening their Morgan Stanley Wealth Management relationships. This approach is scalable, leveraging an omni-channel strategy with an emphasis on messaging, onboarding, cross-selling, activation, and servicing to drive growth across all client segments. Morgan Stanley at Work (MSAW) delivers workplace financial solutions for organizations and their employees. The Client Success Management (CSM) organization provides ongoing corporate client stock plan servicing on both the Shareworks and Equity Edge Online platforms. They support corporate clients with daily, monthly, and annual event processing and case management, research and respond to client inquiries and issues within internal SLAs, and ensure a positive client experience. The CSM organization also supports new client Onboarding and Go-to-market teams with servicing inquiries for seamless client support. The mission of the CSM organization is to deliver best-in-class service, ease of use, and flawless execution, resulting in trusted partnerships with clients. The Client Success Manager role supports an assigned base of Corporate Clients, applying equity compensation expertise in delivering high-quality stock plan administration services and serving as a trusted Client advocate and partner. This role partners with internal teams like Operations, Relationship Management, and Product Development to deliver industry-leading solutions and services.

Requirements

1-5 years of equity compensation administration and prior B2B experience
Experience with global equity plans, complex plans such as restricted stock units/awards, swaps/reloads, performance vesting/awards, etc.
Required to pass department CEE exam (within 3 months of hiring)
Required to receive CEP Designation (designation must be obtained within Client Success Management policy)
Able to nimbly manage multiple clients, with high level of customer focus
A passion for providing proactive client-focused solutions
Collaborative and highly effective in partnering with internal teams for seamless support of clients
Highly attentive to client needs and requests, able to identify and address proactively
Able to build long term client relationship; be perceived as trusted advisor
Strong project management and organization skills
Willing to go above and beyond, while maintaining a positive attitude
Strong analytical, problem solving skills, and proven attention to detail
Able to work under pressure, retaining focus and positive attitude
Ability to assist in the development and improvement of internal and external processes
Very strong communication skills, verbal and written

Responsibilities

Ensures all participant stock plan transactions are correctly processed and settled in a timely manner (ESPP Purchases, ESPP sales, Option Exercises, SWAPS, Reloads, Option Grants etc.)
Ensures the record keeping and settlement of trades are processed.
Manages all Events, with exception of Corporate Actions
Maintains and creates event timelines and operating procedures with a focus on process improvements
Supports Valuation Reporting, Section 16 Insider Reporting & Client-specific custom processes (e.g. custom reports, scripts, etc.)
Prepares accurate daily/monthly/year end reporting and reconciliation
Supports Monthly balancing of Client plans
Processes timely and accurate data updates, data manipulation and data management by updating the software per client instruction
Supports Client engagement activities including preparation and participation in Client status updates
Ensures accurate and timely responses to all equity related inquiries and corrections internally and externally
Trouble shoots req breaks, ensuring deliveries, and if outages occur, ensures they are addressed
Tracks Client Action plans and Open Items, and manages them to resolution
Supports maintenance of Corporate Profiles
Develops Knowledge of data flows between interfacing systems in support of issue resolution and inquiry response
Participate in sales presentations, as needed
Participates, as needed, in product testing and validation using product knowledge to identify and document bugs as well as suggests enhancements