Manager, Client Success

Morgan Stanley•Sandy, UT

52d

About The Position

The Manager for Client Success is responsible for managing a team of Client Success Managers. They are responsible for providing strong leadership to the team, as well as taking responsibility for management-related items such as development, performance management, recruitment, team building, and involvement in escalated issues as necessary.

Requirements

High School diploma or equivalent required
Demonstrated success with managing a team of direct reports and actively cultivating employee development
Managing and measuring client satisfaction levels and ongoing initiatives, including identifying opportunities for improvement in tools and processes
Proven ability to effectively communicate, build relationships, manage, and lead a diverse range of personalities and roles both internally and externally
Ability to problem solve, design, and implement new procedures, and train staff
Demonstrated ability to manage, multi-task, prioritize and maintain multiple projects, tasks, clients, and activities with changing priorities
Demonstrated excellence in customer service, including proven ability to become a “trusted advisor” with senior members of client organizations
Excellent written and oral communication and presentation skills, particularly in conversation with executive-level decision makers
Proven, superior problem-solving skills and abilities, including the ability to make sound decisions and find viable solutions under tight timelines and in ambiguous circumstances
Demonstrated success with explaining complex issues or topics to non-expert team members & customers
Fluency in spoken and written English is a must

Nice To Haves

Bachelor’s degree in business, commerce or related field is preferred or equivalent experience.
Certified Equity Professional (CEP) preferred
Relevant industry (technology/financial services/equity compensation) experience considered an asset
Exposure to or experience with Morgan Stanley at Work’s equity administration platforms and/or other stock plan administration systems would be an asset
Project management experience would be an asset; formal Project Management education is not a requirement
Fluency in other languages considered an asset

Responsibilities

Manages Client Success Managers with respect to client interaction, communication tactics and processes.
Supports Client Success Managers in their roles through understanding and facilitating client needs, and gaining knowledge in Morgan Stanley at Work’s equity administration platforms
Facilitates the recruiting, training, and performance management and development of Client Success Managers
Evaluating internal and external client processes for greater efficiency and scalability, making recommendations and changes as needed
Establishes new processes to leverage existing technologies and practices for greater efficiency and scalability
Supports the Client Success Management team during client escalations as required
Assists with internal team communications and education, as needed
Ensures client relationships with respect to account administration for the client base are intact and proactively cultivated, ensuring client satisfaction levels with respect to the client base are maintained and increased appropriately