Client Success Manager

at  Morgan Stanley

Client Success Manager
Job Number:

3259316
POSTING DATE: Sep 19, 2024
PRIMARY LOCATION: Americas-Canada-Alberta-Calgary
EDUCATION LEVEL: Bachelor’s Degree
JOB: Wealth Management
EMPLOYMENT TYPE: Full Time
JOB LEVEL: Associate

DESCRIPTION

Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm’s employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.
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 grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.
Department Profile
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.
Primary Responsibilities
Our employees have helped us get to where we are today; and as we continue to scale towards being the incomparable leader in our industry, we are looking for a Client Success Manager responsible for providing world-class customer success, solutions and support to senior-level decision makers at our Private Market client companies. We’re looking for teammates with a strong entrepreneurial spirit, a great sense of humor and the willingness to do what it takes to help get the job done!

Key responsibilities will include but will not be limited to the following:

• Providing world-class customer success, solutions and support to clients, including senior-level decision makers by responding to their inquiries by phone, email, and through our chat functionality
• Demonstrating exceptional prioritization and time management skills and, through escalating when appropriate, developing, maintaining and enhancing long-term client relationships
• Proactively identifying potential issues and working with team members and other internal stakeholders to find solutions
• Tracking and managing open issues identified by customers or monitoring tools, escalating as appropriate to ensure resolution and customer satisfaction
• Ensuring client documentation is current, complete and consistent with all client and Shareworks processes
• Processing timely and accurate data updates, data manipulation and data management by updating the software per client instruction
• Identifying errors and potential issues and working collaboratively with team members and internal stakeholders to find timely and appropriate solutions
• Participating proactively in ongoing training to expand your own knowledge base, focusing on industry knowledge and Shareworks expertise in order to better support your clients
• Testing fixes to issues, and staying involved in any additional follow ups, testing and troubleshooting
• Working effectively in a highly collaborative cross-functional environment, including interacting with the Relationship Management team on customer issues and taking ownership of client satisfaction
• Building and deepening your understanding of financial reporting and administrative reporting related to equity compensation plan management
• Appropriate referral for billable services
• Population intranet systems with relevant support content

QUALIFICATIONS

Qualifications:

• Bachelor’s degree in Business, Commerce or a related field
• Intermediate to Advanced Microsoft Excel Skills
• Proven ability to translate complex concepts into layman’s terms and relay this information to a variety of audiences
• Demonstrated ability to read and interpret a variety of documentation, including general business and professional articles, governmental regulations, technical instructions in mathematical or diagram form and deal with abstract and concrete variables
• Strong analytical, attention-to-detail, and problem-solving skills
• Comfortable working in a fast-paced and evolving environment which includes ongoing learning and training opportunities
• You are a cultural addition to our team and bring a diverse perspective

Morgan Stanley’s goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.
It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).

• Providing world-class customer success, solutions and support to clients, including senior-level decision makers by responding to their inquiries by phone, email, and through our chat functionality
• Demonstrating exceptional prioritization and time management skills and, through escalating when appropriate, developing, maintaining and enhancing long-term client relationships
• Proactively identifying potential issues and working with team members and other internal stakeholders to find solutions
• Tracking and managing open issues identified by customers or monitoring tools, escalating as appropriate to ensure resolution and customer satisfaction
• Ensuring client documentation is current, complete and consistent with all client and Shareworks processes
• Processing timely and accurate data updates, data manipulation and data management by updating the software per client instruction
• Identifying errors and potential issues and working collaboratively with team members and internal stakeholders to find timely and appropriate solutions
• Participating proactively in ongoing training to expand your own knowledge base, focusing on industry knowledge and Shareworks expertise in order to better support your clients
• Testing fixes to issues, and staying involved in any additional follow ups, testing and troubleshooting
• Working effectively in a highly collaborative cross-functional environment, including interacting with the Relationship Management team on customer issues and taking ownership of client satisfaction
• Building and deepening your understanding of financial reporting and administrative reporting related to equity compensation plan management
• Appropriate referral for billable services
• Population intranet systems with relevant support conten