Manager, Client Success, VP

PowerToFly; Alpharetta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Morgan Stanley is seeking a Manager of Client Success to lead a dedicated team, drive development, and manage performance across client engagements. The role focuses on optimizing processes, recruiting and coaching staff, and elevating client satisfaction across the organization.

The position calls for strong relationship-building with executives, solid project management, and familiarity with equity administration platforms to support client needs and scalable growth.

Qualifications

• Experience leading a team of Client Success Managers and driving staff development.
• CEP certification preferred.
• Experience in tech/financial services or equity compensation is a plus.
• Experience measuring and improving client satisfaction and related processes.
• Exposure to Morgan Stanley at Work's equity administration platforms or similar stock plan systems is beneficial.
• Excellent communication and relationship-building with diverse stakeholders, including executives.
• Ability to design, implement new procedures and train staff.
• Strong multi-tasking and prioritization across multiple projects and clients.

Responsibilities

• Direct and coach a team of Client Success Managers to optimize client interactions and processes.
• Recruit, train, and manage performance to develop staff.
• Evaluate client processes for efficiency and scale, and implement changes.
• Create new procedures leveraging current technologies for greater efficiency.
• Assist with escalations and internal communications as needed.
• Maintain strong client relationships and ensure high satisfaction across the client base.

Skills

Team leadership

Client success

Recruitment

Performance management

Process improvement

Stakeholder communication

Project management

Relationship building

English fluency

Education

Bachelor's degree in business or related field

Tools

Equity administration platforms

Job description

Manager, Client Success Role:

The Manager for Client Success is responsible for managing a team of Client Success Managers.They are responsible for providing strong leadership to the team, as well as taking responsibility for management-related items such as development, performance management, recruitment, team building, and involvement in escalated issues as necessary.

Manager, Client Success Responsibilities:

• Manages Client Success Managers with respect to client interaction, communication tactics and processes. Supports Client Success Managers in their roles through understanding and facilitating client needs, and gaining knowledge in Morgan Stanley at Work's equity administration platforms
• Facilitates the recruiting, training, and performance management and development of Client Success Managers
• Evaluating internal and external client processes for greater efficiency and scalability, making recommendations and changes as needed
• Establishes new processes to leverage existing technologies and practices for greater efficiency and scalability
• Supports the Client Success Management team during client escalations as required
• Assists with internal team communications and education, as needed
• Ensures client relationships with respect to account administration for the client base are intact and proactively cultivated, ensuring client satisfaction levels with respect to the client base are maintained and increased appropriately

Manager, Client Success Qualifications:

• Demonstrated success with managing a team of direct reports and actively cultivating employee development
• Certified Equity Professional (CEP) preferred
• Relevant industry (technology/financial services/equity compensation) experience considered an asset
• Experience managing and measuring client satisfaction levels and ongoing initiatives, including identifying opportunities for improvement in tools and processes
• Exposure to or experience with Morgan Stanley at Work's equity administration platforms and/or other stock plan administration systems would be an asset
• Proven ability to effectively communicate, build relationships, manage, and lead a diverse range of personalities and roles both internally and externally
• Ability to problem solve, design, and implement new procedures, and train staff
• Demonstrated ability to manage, multi-task, prioritize and maintain multiple projects, tasks, clients, and activities with changing priorities
• Demonstrated excellence in customer service, including proven ability to become a "trusted advisor" with senior members of client organizations
• Excellent written and oral communication and presentation skills, particularly in conversation with executive-level decision makers
• Proven, superior problem-solving skills and abilities, including the ability to make sound decisions and find viable solutions under tight timelines and in ambiguous circumstances
• Project management experience would be an asset; formal Project Management education is not a requirement
• Demonstrated success with explaining complex issues or topics to non-expert team members & customers
• Fluency in spoken and written English is a must; fluency in other languages considered an asset
• Bachelor’s degree in business, commerce or related field is preferred or equivalent experience. High School diploma or equivalent required

While we thank all applicants for their interest, please note that only those individuals selected for an interview will be contacted

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients - helping them reach their goals. We do it in a way that is differentiated - and we have done that for 90 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices into your browser.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

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