Morgan Stanley

Client Success Manager, VP

Morgan Stanley • $120K — $145K *
Sandy, UT 84092In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7+ years of experience in equity compensation administration or related financial services
  • Prior B2B client service experience
  • Experience managing or mentoring associates
  • Strong knowledge of stock plan administration and equity compensation concepts
  • Demonstrated ability to manage escalated client issues
  • Strong communication, organizational, and analytical skills
  • Ability to handle multiple priorities in a fast-paced environment

Responsibilities

  • Manage and lead a team of Client Service Managers in stock plan services
  • Provide leadership and coaching to ensure timely and professional client service
  • Serve as an escalation point for complex client and operational issues
  • Partner with CSMs on stock plan administration and service delivery
  • Oversee team activities related to stock plan records and compliance
  • Monitor service quality and adherence to internal policies
  • Identify process improvement opportunities for client experience

Benefits

  • Access to a global network of offices
  • Opportunities for professional development and training
  • Supportive company culture promoting teamwork and accountability
  • Participation in client meetings and presentations to enhance visibility
  • Collaborative teamwork with internal partners across various functions
  • Focus on continuous improvement and innovation
Full Job Description
Role Summary

Morgan Stanley at Work's Client Services organization provides stock plan administration services for corporate clients across large, mid-market, emerging and private company segments. The team supports clients that outsource this critical function as well as clients that retain certain administrative responsibilities internally.

The Manager, Client Services / CSM Manager is responsible for leading, coaching and developing a team of Client Service Managers and equity compensation professionals who provide comprehensive service and support to an assigned book of corporate clients. The role oversees client service delivery, stock plan administration support, escalated issue resolution, operational quality, associate development and partnership with internal teams.

The Manager serves as a leader, mentor and escalation point for the CSM team. This role helps associates strengthen their technical equity compensation knowledge, client management skills, executive communication, prioritization and overall performance through ongoing training, feedback, coaching and development planning.

Responsibilities

  • Manage and lead a team of Client Service Managers and equity compensation professionals responsible for delivering stock plan administration services to corporate clients.
  • Provide day-to-day leadership, guidance, coaching and support to CSMs to ensure client needs are handled in a timely, accurate and professional manner.
  • Serve as an escalation point for complex client issues, service concerns, operational challenges and high-risk matters.
  • Partner with CSMs to resolve matters related to stock plan administration, participant transactions, reporting, compliance requirements and client service delivery.
  • Oversee team activities related to Equity Edge Online and other tools used to maintain stock plan records and support accounting, financial reporting and related compliance requirements.
  • Review team workload, client assignments, capacity and complexity to ensure appropriate coverage, prioritization and service continuity.
  • Monitor service quality, accuracy, timeliness and adherence to internal policies, procedures and controls.
  • Ensure associates manage client inquiries and requests in a timely, professional and client-focused manner.
  • Participate in client meetings, executive business reviews, finalist presentations, sales presentations and client retention discussions, as needed.
  • Coordinate with Operations, Account Management, Product, Implementation, Compliance, Legal and other internal teams to deliver high-quality equity compensation support services.
  • Promote a culture of accountability, collaboration, continuous improvement, inclusion and exceptional client service.
  • Identify opportunities to improve processes, reduce risk, increase efficiency and enhance the client experience.

Team Oversight

Oversight of day-to-day team activities may include, but is not limited to:
  • Updating Equity Edge Online and related stock plan administration platforms based on client data updates, new hires, terminations, demographic changes and participant transactions.
  • Ensuring participant stock plan transactions are processed and settled accurately and timely, including ESPP purchases, ESPP sales, option exercises, swaps, reloads, option grants and related activity.
  • Supporting surveys and tracking disqualifying dispositions.
  • Supporting valuation reporting, Section 16 insider reporting and client-specific custom processes, including custom reports and scripts.
  • Performing monthly balancing of client plans and reviewing recurring service deliverables.
  • Understanding data flows between interfacing systems and the downstream impact of client updates and transaction activity.
  • Supporting complex equity plan types, including restricted stock units and awards, swaps and reloads, performance vesting and awards, and global equity plans.


Basic Qualifications

  • 7+ years of experience in equity compensation administration, stock plan services, client service or a related financial services function.
  • Prior B2B client service experience.
  • Prior experience leading, coaching, mentoring or managing associates.
  • Strong knowledge of stock plan administration processes, equity compensation concepts and client service delivery.
  • Demonstrated ability to manage escalated client issues and partner across internal teams to drive resolution.
  • Strong communication, organizational, analytical and decision-making skills.
  • Ability to manage multiple priorities, deadlines, client needs and team responsibilities in a fast-paced environment.

Preferred Qualifications

  • Previous people management experience in equity compensation, brokerage, financial services or corporate client services.
  • Experience managing a team that supports moderate to complex clients, based on number and/or complexity.
  • Knowledge of the brokerage industry.
  • Experience with global equity plans and complex plan types, including restricted stock units and awards, swaps and reloads, performance vesting and awards, ESPP and stock options.
  • Strong project management skills.
  • Experience developing training materials, onboarding plans, coaching programs or associate development plans.
  • Experience participating in sales presentations, client reviews or client retention efforts.
  • Successful completion of the department CEE exam within the required timeframe.
  • CEP designation preferred, or required to be obtained in accordance with Corporate Services Group policy.


To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices into your browser.

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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