Client Success Manager

Morgan Stanley - Sandy, UT

Full-time - Entry Level

Sandy, UT

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

About the position

The Client Success Manager (CSM) role at Morgan Stanley is a pivotal operational position within the Client Success Management Department. This role is designed to execute repeatable tasks associated with stock plan administration events, processes, and data changes for corporate clients utilizing the Shareworks and Equity Edge Online platforms. The CSM will engage directly with clients to address inquiries, resolve concerns, and strengthen relationships, serving as a crucial link between the clients and the company's equity compensation services. The CSM organization is dedicated to delivering best-in-class service, ease of use, and flawless execution, which fosters trusted partnerships with clients. In this role, the CSM will perform daily client procedures, which include processing daily trades, assessing import errors, and administering trade and pre-trade clearances. Monthly functions will also be part of the responsibilities, such as monthly balancing and processing Restricted Stock Releases or Stock purchases. The CSM will manage changes to Employee Stock Purchase Plan Enrollment, Online Grant Agreements, and Equity Plan reporting, ensuring timely and accurate data updates and management. The position requires identifying errors and potential issues, collaborating with team members and internal stakeholders to find solutions, and effectively documenting and maintaining client processes. The CSM will monitor queues for new case assignments using tools like Salesforce and Zendesk, creating and marking completion of cases, documenting solutions, and updating client records. Building and maintaining long-term client relationships is essential, as is actively managing customer expectations to ensure maximum satisfaction with products and services. The CSM will also participate in product testing and validation, using their product knowledge to identify and document bugs and suggest enhancements. This role is an excellent entry point into the equity compensation field, providing a pathway for career advancement within the organization.

Responsibilities

• Performs daily client procedures including processing daily trades, assessing import errors, and administering trade and pre-trade clearances.
• Performs monthly functions including monthly balancing.
• Processes 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 with team members and internal stakeholders to find solutions; tracks open issues to resolution.
• Effectively documents and maintains client processes.
• Monitors queues for new case assignments using tools such as Salesforce and Zendesk.
• Utilizes Salesforce 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.
• Researches and documents solutions for issues raised by clients.
• Troubleshoots and answers platform questions using probing and interview style questions.
• Participates in product testing and validation, identifying and documenting bugs and suggesting enhancements.

Requirements

• 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, demonstrating effective prioritization and time management skills.
• Strong analytical, problem-solving skills, and proven attention to detail.
• Disciplined in following processes, procedures, and adhering to controls.
• 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 email, internet, Excel, and Word.

Nice-to-haves

• CEP Certification Level 1 within 12 months of hire.