Client Success Manager, AVP

Morgan Stanley•Sandy, UT

About The Position

Morgan Stanley at Work, a division of Morgan Stanley Wealth Management, provides workplace financial solutions designed to enhance employee financial confidence, foster loyalty, and assist corporate clients in attracting and retaining top talent. Their offerings encompass Equity, Financial Wellness, and Retirement Solutions, along with Financial Empowerment for all employees. The U.S. Public Equity Solutions team focuses on client engagement, onboarding, and day-to-day service management for corporate clients and their equity administration plans. The Client Success Management (CSM) organization offers ongoing corporate client stock plan servicing on the Shareworks and Equity Edge Online platforms, supporting clients who outsource critical equity compensation functions or manage them internally. CSMs leverage business acumen and platform knowledge to process daily, monthly, and annual events, manage cases, and respond to client inquiries within internal SLAs, ensuring a positive client experience. They operate with a "One team" mindset, collaborating with Onboarding and Go-to-market teams for seamless client support. The mission of CSM is to deliver best-in-class service, ease of use, and flawless execution, building trusted client partnerships. The Client Success Manager role is an operational position within CSM, responsible for executing stock plan administration tasks, processes, and data changes for corporate clients on the Shareworks and Equity Edge Online platforms. CSMs also interact directly with clients to address questions, resolve concerns, and build relationships, serving as a starting point for careers in equity compensation.

Requirements

Associate 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. Level 1 required within 12 months of hire.
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.
Basic/intro level of knowledge of equity platform.
Basic/intro level of knowledge Equity Compensation Industry.

Nice To Haves

In-depth risk mitigation exposure and knowledge.
Strong project management skills to ensure tasks are completed efficiently, deadlines are met, and resources are effectively coordinated to achieve successful outcomes.
Effective verbal and written communications skills are crucial for clearly conveying information, building relationships, resolving issues, and ensuring alignment with clients, teams, and stakeholders.
Expert time management skills are essential to effectively balance the day-to-day support needs of the firm’s largest clients, ensuring timely responses and exceptional service delivery.
Must possess an advanced understanding of the equity platforms to effectively support complex client needs.
Equity Compensation industry experience 5+ years.

Responsibilities

Performs daily client procedures including but not limited to processing daily processes, assessing import errors and related fixes.
Performs monthly functions including, but not limited to monthly reconciliation of disposition records.
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.
Lead client meetings at a frequency tailored to their specific needs, ensuring consistent communication, alignment on communication, and proactive support.
Stay informed about product updates and proactively share relevant changes or improvements with clients to ensure they received the full value and remain aligned with evolving solutions.
Proactively identify potential risks and implement strategies to mitigate them, ensuring the stability and success of client relationships and business success.
Any other activities as determined by organization.