Client Success Manager, AVP

Client Success Manager Responsibilities

• Performs daily client procedures including but not limited to processing daily processes, assessing import errors and related fixes.
• Performs monthly functions including, but not limited to monthly reconciliation of disposition records.
• 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 documents and maintains client processes.
• Monitors queues for new case assignments using tools such as  and Zendesk.
• Utilizes  application to create and mark completion 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.
• Researches and documents 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.
• Leads client meetings at a frequency tailored to their specific needs, ensuring consistent communication, alignment on communication, and proactive support.
• Stays informed about product updates and proactively shares relevant changes or improvements with clients to ensure they receive the full value and remain aligned with evolving solutions.
• Proactively identifies potential risks and implements strategies to mitigate them, ensuring the stability and success of client relationships and business success.
• Any other activities as determined by the organization.

• 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.
• 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.
• Demonstrated competency with common technology and technical concepts, including but not limited to email, internet, Excel, and Word.
• Basic/intro level of knowledge of equity platform.
• Basic/intro level of knowledge Equity Compensation Industry.

• In‑depth risk mitigation exposure and knowledge.
• Strong project‑management skills to ensure tasks are completed efficiently, deadlines are met, and resources are effectively coordinated to achieve successful outcomes.
• Effective verbal and written communication skills crucial for clearly conveying information, building relationships, resolving issues, and ensuring alignment with clients, teams, and stakeholders.
• Expert time‑management skills essential to effectively balance the day‑to‑day support needs of the firm’s largest clients, ensuring timely responses and exceptional service delivery.
• Must possess an advanced understanding of the equity platforms to effectively support complex client needs.
• Equity Compensation industry experience 5+ years.

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, 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).