Return To Work - Client Success Manager | Sandy, UT

Morgan Stanley•Sandy, UT

8d•Onsite

About The Position

Morgan Stanley's Return to Work Program in Sandy, UT, is designed for experienced professionals who have taken a career break and are eager to re-enter the workforce. This 16-week paid program, running from January 18, 2027, to May 7, 2027, places participants in roles aligned with their expertise while offering comprehensive training, mentorship, and professional development. The program specifically seeks candidates for Client Success Manager opportunities within Morgan Stanley at Work, a division focused on providing workplace financial solutions. This division aims to build employee financial confidence, foster loyalty, and help corporate clients attract and retain top talent through offerings in Equity, Financial Wellness, and Retirement Solutions. The Client Success Management organization provides ongoing corporate client stock plan servicing on the Shareworks and Equity Edge Online platforms, supporting clients with daily, monthly, and annual event processing, case management, and responding to inquiries. The mission is to deliver best-in-class service, ease of use, and flawless execution to establish trusted partnerships with clients.

Requirements

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.
Individuals who have been out of the workforce for two or more years. The two-year eligibility requirement will be calculated as of the January 2027 program start date.

Nice To Haves

Associate degree or higher preferred in business, finance, accounting, or related field.

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.