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 including Equity, Financial Wellness, and Retirement Solutions, aiming to build employee financial confidence and help corporate clients attract and retain talent. The U.S. Public Equity Solutions team is responsible for the engagement, onboarding, and day-to-day service management of corporate clients and their equity administration plan terms. The Client Success Management (CSM) organization provides ongoing corporate client stock plan servicing on both the Shareworks and Equity Edge Online platforms, supporting clients who outsource critical functions and those who maintain administrative responsibilities internally. Operating with deep business acumen and robust platform knowledge, the CSM organization handles daily, monthly, and annual event processing and case management, researching and responding to client inquiries and issues in a timely manner. The Client Success Manager role is an operational position within the Client Success Management Department, focused on executing repeatable tasks related to stock plan administration events, processes, and data changes for corporate clients across the Shareworks and Equity Edge Online platforms. CSMs also directly interact with clients to answer questions, resolve concerns, and strengthen relationships, serving as an onramp and accelerator into the equity compensation world.

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
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

CEP Certification is preferred, not required. Level 1 required within 12 months of hire
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