Morgan Stanley

Client Success Manager

Morgan Stanley • $70K — $95K *
Sandy, UT 84092In-Person
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Associate degree or higher preferred in business, finance, accounting, or related field
  • 1-5 years of customer service experience primarily focused on inquiries and resolutions
  • CEP Certification preferred, with Level 1 required within 12 months of hire
  • Strong analytical and problem-solving skills with attention to detail
  • Basic knowledge of equity platforms and the Equity Compensation Industry

Responsibilities

  • Execute daily client procedures including processing and error assessment
  • Perform monthly reconciliations of disposition records
  • Manage changes to Employee Stock Purchase Plan Enrollment
  • Process timely and accurate data updates as per client instructions
  • Develop and maintain long-term client relationships through active management of expectations
  • Document and maintain client processes and track resolution of issues
  • Lead client meetings to ensure communication and support

Benefits

  • Opportunity to grow into higher roles within equity compensation
  • Supportive team environment with a focus on professional development
  • Access to training resources for industry certifications
  • Emphasis on work-life balance and employee well-being
  • Collaborative culture with a 'One team' mindset to client success
Full Job Description
U.S. Public Equity Solutions:
U.S. Public Equity Solutions is responsible for the engagement, onboarding and day-to-day service management of corporate clients and their equity administration plan terms and associated service offerings.

Client Success Management:
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 choose to outsource the support of critical functions of equity compensation, as well as those who elect to 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. Operating 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 of the Client Success Management organization is to deliver best in class service, ease of use, and flawless execution, resulting in the establishment of trusted partnerships with clients.

Client Success Manager Role:
  • 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

About Morgan Stanley

Morgan Stanley Investment Management are active managers of capital, working to outperform the market and deliver results for their clients. Morgan Stanley Investment Management's long-tenured professionals apply their experience and expertise across public and private markets, in single-sector, multi-asset and custom solutions.

Morgan Stanley Careers

Joining Morgan Stanley today means becoming part of a global team dedicated to strengthening communities, pioneering innovation, and fostering diversity. As a leading global financial services firm, Morgan Stanley offers unparalleled job opportunities, career growth, and a culture of leadership that together create an exceptional employment experience. Work You’ll Do At Morgan Stanley, you will collaborate with knowledgeable professionals to drive innovation and deliver solutions in financial services. Our team is composed of diverse, talented individuals who bring their unique skills and perspectives to work every day, setting the standard for leadership in the global market. Morgan Stanley is not just a company; it's a place where ambitious, creative, and skilled individuals can build a rewarding career. Here, you can experience the benefits of a vibrant culture dedicated to professional growth and diversity training. Internship Programs Kickstart your career with Morgan Stanley’s internship programs. These positions offer invaluable industry insights and professional experience to students and recent graduates. Interns at Morgan Stanley gain hands-on experience, working alongside seasoned experts in a dynamic, supportive environment. Innovation and Professional Growth We believe in the power of innovation to solve complex problems and encourage our team to think differently and act boldly. Morgan Stanley supports your career development through comprehensive training, development programs, and leadership workshops, ensuring that every employee has the tools they need to succeed. Join Our Team Explore the various job opportunities at Morgan Stanley, from entry-level positions to executive roles. We are hiring individuals who are passionate about finance and eager to contribute to a team that values integrity, excellence, and a forward-thinking mindset. Enhance your skills through our networking events, mentorship opportunities, and ongoing professional development. Stay Connected Keep up to date with the latest from Morgan Stanley Careers by subscribing to our job alert emails. Tailor your preferences to receive updates about new postings, career tips, and exclusive insights from our team leaders. Apply Now Ready to take the next step in your career? Search open positions that match your skills and interests on the Morgan Stanley Jobs portal. Prepare your resume, refine your interview techniques, and join a company that values innovation and leadership. At Morgan Stanley, we’re not just building careers—we’re developing leaders. Discover how far your talents can take you by joining our team today.
Learn more about Morgan Stanley
Size
77,000 employees
Market Cap
$144.1 billion
Industry
Finance & Insurance
Net Income
$10.9 billion
Founded
1935
5 Year Trend
+10%
Revenue
$52 billion
NASDAQ
MS
* Ladders Estimates

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