Client Success Associate: Build Trusted Partnerships

Morgan Stanley; Calgary; On-site; CAD 52,000 - 68,000; Full time

Job summary

Morgan Stanley is seeking a Client Success Associate to support corporate clients with stock plan administration across Shareworks and Equity Edge Online platforms. You will execute repeatable tasks, process events, and update client data for daily and monthly activities, ensuring timely responses and adherence to SLAs.

Working within Morgan Stanley’s Client Success Management team, you’ll collaborate with managers and other stakeholders to document solutions, resolve issues, and maintain strong

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
• 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.

Responsibilities

• Performs daily client procedures including processing daily trades and related fixes
• Performs monthly balancing and related functions
• Assists Client Success Managers in processing Restricted Stock Releases or Stock purchases
• 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 database 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 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
• Any other activities as determined by organization

Skills

Customer service

English fluency

Analytical skills

Time management

Problem solving

Attention to detail

Teamwork

Education

Associate degree or higher in business/finance/accounting or related field

Tools

Excel

Word

Salesforce.com

Zendesk

Job description

Morgan Stanley is seeking a Client Success Associate to support corporate clients with stock plan administration across Shareworks and Equity Edge Online platforms. You will execute repeatable tasks, process events, and update client data for daily and monthly activities, ensuring timely responses and adherence to SLAs.

Working within Morgan Stanley’s Client Success Management team, you’ll collaborate with managers and other stakeholders to document solutions, resolve issues, and maintain strong