Client Success Manager, AVP

Client Success Manager

Morgan Stanley at Work, a division of Morgan Stanley Wealth Management, provides workplace financial solutions that build employee financial confidence, foster loyalty, and help our corporate clients attract and retain top talent. Our end-to-end offering spans Equity, Financial Wellness and Retirement Solutions. Plus, we provide all employees with Financial Empowerment, so they have the knowledge, tools and support needed to make the most of their workplace financial benefits.

At Morgan Stanley at Work, we walk the talk. We have created a place for our employees to learn, achieve and grow – a place for people to build a career where you can thrive both personally and professionally. We are passionate about exceeding our clients' expectations and helping them succeed. We are fearless in taking on new challenges that deliver exceptional results. We believe amazing things can happen when we work together in an environment where everybody has a true sense of belonging and their ideas are heard.

We value differences and are committed to providing a work environment where our people can do their best work. We look for people who are problem solvers, empathetic listeners, team players and inclusive leaders. We are committed to your growth and development, and your entire employee experience. We recognize that our people and culture are the keys to our success. We invite you to explore how you can be an integral part of our team.

The Client Success Manager is an operational role within the Client Success Management Department, executing repeatable tasks associated with stock plan administration events, processes, and data changes for corporate clients across the Shareworks and Equity Edge Online platforms. CSMs will also work directly with clients to answer questions, resolve concerns, and strengthen relationships. We are an onramp and accelerator into the rest of the Equity compensation world, and many of the most successful service side career professionals got their start as a CSM.

Client Success Manager 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

Qualifications:

• 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

Additional Qualifications:

• 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