Manager, Client Success

Manager, Client Success Role The Manager for Client Success is responsible for managing a team of Client Success Managers, providing strong leadership, overseeing development, performance management, recruitment, team building, and handling escalated client issues as necessary. Responsibilities Manages Client Success Managers with respect to client interaction, communication tactics and processes, supporting them through 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. Qualifications Bachelor’s degree in business, commerce or related field 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 leading improvement initiatives. Exposure to Morgan Stanley at Work’s equity administration platforms and/or other stock plan administration systems is an asset. Proven ability to effectively communicate, build relationships, manage, and lead a diverse range of personalities 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 ambiguous circumstances. Project management experience is an asset; formal Project Management education is not required. 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. NOTE: While we thank all applicants for their interest, only those selected for an interview will be contacted. 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, sexual orientation, national origin, citizenship, disability, marital and civil partnership status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law. #J-18808-Ljbffr