Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, wealth management and investment management services. With offices in more than 43 countries, the Firm's employees serve clients worldwide including corporations, governments, institutions and individuals.
As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and prosper.
Morgan Stanley was the industry's first stock plan service provider and has over 40 years of experience. In May, 2019 Morgan Stanley completed the acquisition of Solium Capital, Inc. and the introduction of Shareworks by Morgan Stanley. Combining cutting-edge technology with outstanding client service and premier wealth management capabilities, Shareworks by Morgan Stanley is designed to simplify the complexities of equity plan management, while helping employees realize the full potential of their benefits.
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
• Basic/intro level of knowledge of equity platform
• Basic/intro level of knowledge Equity Compensation Industry
• CEP Certification is preferred, not required. Level 1 preferred 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
• Additional/expanded processing or operational responsibilities
• 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.
Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.
It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).