Manager, Client Success

Manager Client Success Role:

The Manager for Client Success is responsible for managing a team of Client Success 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 Works 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:

• Bachelors degree in business commerce or related field is preferred or equivalent experience. High School diploma or equivalent required
• 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 Works 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

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

Morgan Stanleys 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).

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 thats differentiated and weve 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 - arent just beliefs they guide the decisions we make every day to do whats best for our clients communities and more than 80000 employees in 1200 offices across 42 countries. At Morgan Stanley youll 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. Theres also ample opportunity to move about the business for those who show passion and grit in their work.

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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.

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