Client Success Manager

Morgan Stanley; Sandy (UT); On-site; USD 65,000 - 85,000; Full time

Job summary

Morgan Stanley is seeking a Client Success Manager to oversee client engagement and support for corporate clients on equity administration. This role involves working directly with clients to resolve queries and enhance relationships while managing daily operational tasks across the Shareworks and Equity Edge Online platforms.

Ideal candidates will have at least 1-5 years of experience in customer service and an associate degree or higher in a relevant field. The position requires fluency in English and strong analytical skills among other qualifications. Join Morgan Stanley to contribute to client satisfaction and operational excellence!

Qualifications

• 1-5 years of customer service experience.
• Fluency in written and spoken English.
• Self-motivated with ability to manage multiple tasks.

Responsibilities

• Perform daily client procedures and manage stock plan administration.
• Develop long-term client relationships.
• Provide responses to customer inquiries to ensure satisfaction.

Skills

Customer service experience

Analytical skills

Problem-solving

Attention to detail

Education

Associate degree or higher in business, finance, or related field

Tools

Salesforce.com

Zendesk

Excel

Word

Job description

U.S. Public Equity Solutions is responsible for client engagement, onboarding and day‑to‑day service management for corporate clients and their equity administration plan terms.

Client Success Manager Role

The Client Success Manager is an operational role within the Client Success Management Department, executing repeatable tasks associated with stock plan administration events, processes, and data changes for corporate clients across the Shareworks and Equity Edge Online platforms. CSMs also work directly with clients to answer questions, resolve concerns, and strengthen relationships.

Responsibilities

• Perform daily client procedures including processing daily processes, assessing import errors and related fixes.
• Perform monthly functions such as monthly reconciliation of disposition records.
• Process Restricted Stock Releases or Stock purchases as necessary.
• Manage changes to Employee Stock Purchase Plan Enrollment, Online Grant Agreements, and Equity Plan reporting.
• Process timely and accurate data updates, data manipulation and data management by updating software per client instruction.
• Identify errors and potential issues, working collectively with other team members and internal stakeholders to find solutions; track open issues to resolution.
• Effectively document and maintain client processes.
• Monitor queues for new case assignments using tools such as Salesforce.com and Zendesk.
• Utilize Salesforce.com application to create and mark completion of cases, document solutions, and update client records.
• Develop and maintain long‑term client relationships, actively managing customer expectations to ensure maximum satisfaction with products and services.
• Provide responses to customer inquiries in a manner that drives client satisfaction by consistently meeting SLAs.
• Research and document solutions for issues raised by clients.
• Troubleshoot and answer platform questions using probing and interview style questions.
• Participate, as needed, in product testing and validation, identifying and documenting bugs and suggesting enhancements.
• Lead client meetings at a frequency tailored to their specific needs, ensuring consistent communication and proactive support.
• Stay informed about product updates and proactively share relevant changes or improvements with clients.
• Proactively identify potential risks and implement strategies to mitigate them, ensuring the stability and success of client relationships.
• Perform any other activities as determined by the organization.

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.
• CEP Certification preferred, not required. Level 1 required within 12 months of hire.
• Self‑motivated with the ability to effectively manage multiple tasks against tight deadlines.
• Passion for providing proactive client‑focused solutions.
• Highly attentive to client needs and requests, demonstrating effective prioritization, time management, and solid judgment for escalation.
• Willing to go above and beyond, maintaining a positive attitude.
• Strong analytical, problem‑solving skills, and proven attention to detail.
• Disciplined in following processes, procedures and adhering to controls.
• Ability 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 email, internet, Excel, and Word.
• Basic or introductory level knowledge of equity platform.
• Basic or introductory level knowledge of Equity Compensation Industry.

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).

For more information, please visit https://www.morganstanley.com/people-opportunities/eeo.