Client Success Manager, AVP

About the role

The Client Success Manager role within Morgan Stanley's Client Success Management Department is responsible for executing repeatable tasks associated with stock plan administration events, processes, and data changes for corporate clients across the Shareworks and Equity Edge Online platforms. This role also involves working directly with clients to answer questions, resolve concerns, and strengthen relationships.

Responsibilities

• Processes 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.
• Processes Restricted Stock Releases or Stock purchases, as necessary.
• Manages changes to Employee Stock Purchase Plan Enrollment, Online Grant Agreements, and Equity Plan reporting.
• Updates software per client instruction for timely and accurate data updates, data manipulation, and data management.
• Identifies errors and potential issues, working collectively with other team members and internal stakeholders to find solutions; tracks open issues to resolution.
• Develops and maintains long-term client relationships, actively managing customer expectations to ensure maximum satisfaction with products and services.
• Responds to customer inquiries in a manner that drives client satisfaction by consistently meeting SLAs.
• Researches and documents 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.
• Leads client meetings at a frequency tailored to their specific needs, ensuring consistent communication, alignment on communication, and proactive support.
• Stays informed about product updates and proactively shares relevant changes or improvements with clients to ensure they receive the full value and remain aligned with evolving solutions.
• Proactively identifies potential risks and implements strategies to mitigate them, ensuring the stability and success of client relationships and business success.

Qualifications

• Average of 1-5 years of customer service experience with primary responsibility of answering and resolving customer inquiries.
• CEP Certification is preferred, not required.
• Associate degree or higher preferred in business, finance, accounting, or related field.
• 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.
• 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 and 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.
• An advanced understanding of the equity platforms to effectively support complex client needs.
• Equity Compensation industry experience of 5+ years.