Client Success Manager

Job Description

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.

Corporate and Institutional Solutions (CIS) is a division within Morgan Stanley Wealth Management comprised of Corporate & Digital Solutions, Morgan Stanley @ Work, Virtual Client Solutions, Reinvestment, and Strategic Client Management. The overall goal and vision of CIS is to create a corporate experience and a consistent corporate employee (“participant”) experience and to engage them throughout their financial life journey that will ultimately lead to a furthering and deepening of their Morgan Stanley Wealth Management relationships. Our approach will be highly scalable, leveraging an omni-channel strategy with an emphasis on messaging, onboarding, cross-selling, activation and servicing. Our goal will be to drive growth across all client segments, including the Mass-Affluent, with new digital capabilities. For 85 years, Morgan Stanley has been a global leader in financial services, with the scale and stability to bring its clients valuable opportunities. Within its Wealth Management division, Morgan Stanley at Work (MSAW) delivers workplace financial solutions for organizations and their employees.

Client Success Manager Responsibilities

The Client Success Management (CSM) organization provides ongoing corporate client stock plan servicing on both the Shareworks and Equity Edge Online platforms for corporate clients who either outsource critical functions of equity compensation or maintain administrative responsibilities within their corporation. Operating with deep business acumen and robust platform knowledge, the CSM organization supports corporate clients with daily, monthly and annual event processing and case management. Team members research and respond to client inquiries and issues, in a timely manner, complying with internal SLAs and ensuring a positive client experience. Working with a “One team” mindset, the CSM organization supports the new client onboarding and go-to-market teams with servicing inquiries for seamless client support. The mission is to deliver best-in-class service, ease of use, and flawless execution, resulting in trusted partnerships with clients.

The Client Success Manager role supports an assigned base of corporate clients, applying equity compensation expertise in the delivery of high-quality stock plan administration services and serving as a trusted client advocate and partner. The Client Success Manager partners with internal teams, including Operations, Relationship Management, and Product Development to deliver industry-leading solutions and services to equity compensation support clients.

• Ensures all participant stock plan transactions are correctly processed and settled in a timely manner (ESPP Purchases, ESPP sales, Option Exercises, SWAPS, Reloads, Option Grants, etc.).
• Ensures the record keeping and settlement of trades are processed.
• Manages all events, excluding Corporate Actions.
• Maintains and creates event timelines and operating procedures with a focus on process improvements.
• Supports valuation reporting, Section 16 insider reporting, and client-specific custom processes (e.g., custom reports, scripts).
• Prepares accurate daily, monthly, and year-end reporting and reconciliation.
• Supports monthly balancing of client plans.
• Processes timely and accurate data updates, data manipulation and data management by updating the software per client instruction.
• Supports client engagement activities including preparation and participation in client status updates.
• Ensures accurate and timely responses to all equity-related inquiries and corrections internally and externally.
• Troubleshoots issues, ensures deliveries, and addresses outages as needed.
• Tracks client action plans and open items, and manages them to resolution.
• Supports maintenance of corporate profiles.
• Develops knowledge of data flows between interfacing systems to support issue resolution and inquiry response.
• Participates in sales presentations as needed.
• Participates in product testing and validation, using product knowledge to identify and document bugs and suggest enhancements.

Qualifications

• 1-5 years of equity compensation administration and prior B2B experience.
• Experience with global equity plans and complex plans such as restricted stock units/awards, swaps/reloads, and performance vesting/awards.
• Required to pass department CEE exam within 3 months of hiring.
• Required to obtain CEP Designation (designation must be obtained within Client Success Management policy).
• Able to nimbly manage multiple clients with a high level of customer focus.
• A passion for providing proactive client-focused solutions.
• Collaborative and highly effective in partnering with internal teams for seamless client support.
• Strong attention to client needs and requests, with proactive problem-solving ability.
• Ability to build long-term client relationships and be perceived as a trusted advisor.
• Strong project management and organizational skills.
• Willing to go above and beyond while maintaining a positive attitude.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Ability to work under pressure while maintaining focus and a positive attitude.
• Ability to contribute to the development and improvement of internal and external processes.
• Very strong communication skills, both verbal and written.

What You Can Expect From Morgan Stanley

At Morgan Stanley, we raise, manage, and allocate capital for our clients—helping them reach their goals. We do it in a way that’s differentiated, and we’ve done that for 90 years. Our values—putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back—guide the decisions we make every day to do what’s best for our clients, communities, and more than 80,000 employees in 1,200 offices across 42 countries. You’ll find an opportunity to work alongside the best and brightest in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, driven by diverse backgrounds and experiences. We are proud to support our employees and their families, offering attractive and comprehensive benefits and opportunities to grow within the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please visit: https://www.morganstanley.com/about-us/global-offices

Expected base pay rates for the role will be between $85,000 and $135,000 per year at the commencement of employment. Base pay is determined on an individualized basis and is part of the total compensation package, which may include commissions, incentive compensation, discretionary bonuses, and other Morgan Stanley sponsored benefits.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a diverse workforce. Our recruiting reflects a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents. Our workforce reflects a broad cross-section of the global communities in which we operate.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.