Manager, Client Success - VP

Manager, Client Success Role

The Manager for Client Success is responsible for managing a team of Client Success Managers. They provide strong leadership to the team and oversee development, performance management, recruitment, team building, and escalated issue handling as necessary.

• Manages Client Success Managers with respect to client interaction, communication tactics, and processes. Supports Managers in their roles by understanding and facilitating client needs and gaining knowledge in Morgan Stanley at Work’s equity administration platforms.
• Facilitates recruiting, training, performance management, and development of Client Success Managers.
• Evaluates 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 are intact and proactively cultivated, maintaining and increasing client satisfaction levels.

• Bachelor’s degree in business, commerce or related field preferred or equivalent experience; high school diploma or equivalent required.
• Demonstrated success managing a team of direct reports and actively cultivating employee development.
• Certified Equity Professional (CEP) preferred.
• Relevant industry (technology, financial services, equity compensation) experience is 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 is an asset.
• Proven ability to communicate, build relationships, manage, and lead diverse 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 the ability to become a “trusted advisor” with senior members of client organizations.
• Excellent written and oral communication and presentation skills, especially when conversing with executive‑level decision makers.
• Proven superior problem‑solving skills, including the ability to make sound decisions and find viable solutions under tight timelines and ambiguous circumstances.
• Project management experience is an asset; formal Project Management education is not required.
• Demonstrated success explaining complex issues or topics to non‑expert team members and customers.
• Fluency in spoken and written English is required; fluency in other languages is an asset.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet). The Firm ensures equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, 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.