Client Success Manager

Responsibilities

• Performs daily client procedures including but not limited to processing daily trades, assessing import errors and related fixes, and administering trade and pre-trade clearances
• Performs monthly functions including, but not limited to monthly balancing
• Performs the processing of Restricted Stock Releases or Stock purchases, as necessary
• 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 software 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 and Zendesk. Utilize Salesforce application to create and markpletion 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

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 is preferred, not required. Level 1 required within 12 months of hire
• 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
• Demonstratedpetency withmon technology and technical concepts, including but not limited to email, internet, Excel, and Word.

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 employermitted to diversifying its workforce (M / F / Disability / Vet).

Job ID 3253847