Client Success Manager Associate

Morgan Stanley - Alpharetta, GA

Full-time

Alpharetta, GA

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

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. The Client Success Manager role is situated within the Corporate and Institutional Solutions (CIS) division of Morgan Stanley Wealth Management. This division is focused on creating a consistent corporate employee experience and engaging clients throughout their financial life journey. The Client Success Manager is responsible for providing ongoing corporate client stock plan servicing on both the Shareworks and Equity Edge Online platforms. This role requires deep business acumen and robust platform knowledge to support corporate clients with daily, monthly, and annual event processing and case management. 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. The Client Success Manager supports an assigned base of Corporate Clients, applying equity compensation expertise in the delivery of high-quality stock plan administration services. This role involves ensuring that all participant stock plan transactions are processed and settled in a timely manner, managing events, maintaining event timelines, supporting valuation reporting, and preparing accurate reporting and reconciliation. The Client Success Manager also engages in client activities, ensures accurate responses to inquiries, and tracks client action plans to resolution. This position requires collaboration with various internal teams to deliver industry-leading solutions and services to equity compensation support clients.

Responsibilities

• Ensure 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.)
• Ensure the record keeping and settlement of trades are processed.
• Manage all Events, with exception of Corporate Actions.
• Maintain and create event timelines and operating procedures with a focus on process improvements.
• Support Valuation Reporting, Section 16 Insider Reporting & Client-specific custom processes (e.g. custom reports, scripts, etc.).
• Prepare accurate daily/monthly/year end reporting and reconciliation.
• Support Monthly balancing of Client plans.
• Process timely and accurate data updates, data manipulation and data management by updating the software per client instruction.
• Support Client engagement activities including preparation and participation in Client status updates.
• Ensure accurate and timely responses to all equity related inquiries and corrections internally and externally.
• Troubleshoot req breaks, ensuring deliveries, and if outages occur, ensure they are addressed.
• Track Client Action plans and Open Items, and manage them to resolution.
• Support maintenance of Corporate Profiles.
• Develop Knowledge of data flows between interfacing systems in support of issue resolution and inquiry response.
• Participate in sales presentations, as needed.
• Participate, as needed, in product testing and validation using product knowledge to identify and document bugs as well as suggest enhancements.

Requirements

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