Client Success Manager

Morgan Stanley•Purchase, NY

6d•$85,000 - $135,000

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 and employee experience throughout their financial life journey, deepening their relationships with Morgan Stanley Wealth Management. This division leverages 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), a part of the Wealth Management division, delivers workplace financial solutions for organizations and their employees. The Client Success Management (CSM) organization provides ongoing corporate client stock plan servicing on the Shareworks and Equity Edge Online platforms. They support clients who outsource critical functions or maintain administrative responsibilities internally. The CSM organization supports corporate clients with daily, monthly, and annual event processing and case management, researching and responding to client inquiries and issues in a timely manner to ensure a positive client experience. They also support new client onboarding and go-to-market teams with servicing inquiries for seamless client support. The mission of CSM is to deliver best-in-class service, ease of use, and flawless execution, resulting in trusted partnerships with clients.

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

Supports an assigned base of Corporate Clients, applying equity compensation expertise in the delivery of high-quality stock plan administration services and serving as a trusted Client advocate and partner.
Partners with various internal teams, including Operations, Relationship Management, and Product Development to deliver industry leading solutions and services to equity compensation support Clients.
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.