Client Success Manager, VP

Role Summary

Morgan Stanley at Work’s Client Services organization provides stock plan administration services for corporate clients across large, mid-market, emerging and private company segments. The team supports clients that outsource this critical function as well as clients that retain certain administrative responsibilities internally.

The Manager, Client Services / CSM Manager is responsible for leading, coaching and developing a team of Client Service Managers and equity compensation professionals who provide comprehensive service and support to an assigned book of corporate clients. The role oversees client service delivery, stock plan administration support, escalated issue resolution, operational quality, associate development and partnership with internal teams.

The Manager serves as a leader, mentor and escalation point for the CSM team. This role helps associates strengthen their technical equity compensation knowledge, client management skills, executive communication, prioritization and overall performance through ongoing training, feedback, coaching and development planning.

Responsibilities

• Manage and lead a team of Client Service Managers and equity compensation professionals responsible for delivering stock plan administration services to corporate clients.
• Provide day-to-day leadership, guidance, coaching and support to CSMs to ensure client needs are handled in a timely, accurate and professional manner.
• Serve as an escalation point for complex client issues, service concerns, operational challenges and high-risk matters.
• Partner with CSMs to resolve matters related to stock plan administration, participant transactions, reporting, compliance requirements and client service delivery.
• Oversee team activities related to Equity Edge Online and other tools used to maintain stock plan records and support accounting, financial reporting and related compliance requirements.
• Review team workload, client assignments, capacity and complexity to ensure appropriate coverage, prioritization and service continuity.
• Monitor service quality, accuracy, timeliness and adherence to internal policies, procedures and controls.
• Ensure associates manage client inquiries and requests in a timely, professional and client-focused manner.
• Participate in client meetings, executive business reviews, finalist presentations, sales presentations and client retention discussions, as needed.
• Coordinate with Operations, Account Management, Product, Implementation, Compliance, Legal and other internal teams to deliver high-quality equity compensation support services.
• Promote a culture of accountability, collaboration, continuous improvement, inclusion and exceptional client service.
• Identify opportunities to improve processes, reduce risk, increase efficiency and enhance the client experience.

Team Oversight

Oversight of day-to-day team activities may include, but is not limited to:

• Updating Equity Edge Online and related stock plan administration platforms based on client data updates, new hires, terminations, demographic changes and participant transactions.
• Ensuring participant stock plan transactions are processed and settled accurately and timely, including ESPP purchases, ESPP sales, option exercises, swaps, reloads, option grants and related activity.
• Supporting surveys and tracking disqualifying dispositions.
• Supporting valuation reporting, Section 16 insider reporting and client-specific custom processes, including custom reports and scripts.
• Performing monthly balancing of client plans and reviewing recurring service deliverables.
• Understanding data flows between interfacing systems and the downstream impact of client updates and transaction activity.
• Supporting complex equity plan types, including restricted stock units and awards, swaps and reloads, performance vesting and awards, and global equity plans.

Basic Qualifications

• 7+ years of experience in equity compensation administration, stock plan services, client service or a related financial services function.
• Prior B2B client service experience.
• Prior experience leading, coaching, mentoring or managing associates.
• Strong knowledge of stock plan administration processes, equity compensation concepts and client service delivery.
• Demonstrated ability to manage escalated client issues and partner across internal teams to drive resolution.
• Strong communication, organizational, analytical and decision-making skills.
• Ability to manage multiple priorities, deadlines, client needs and team responsibilities in a fast-paced environment.

Preferred Qualifications

• Previous people management experience in equity compensation, brokerage, financial services or corporate client services.
• Experience managing a team that supports moderate to complex clients, based on number and/or complexity.
• Knowledge of the brokerage industry.
• Experience with global equity plans and complex plan types, including restricted stock units and awards, swaps and reloads, performance vesting and awards, ESPP and stock options.
• Strong project management skills.
• Experience developing training materials, onboarding plans, coaching programs or associate development plans.
• Experience participating in sales presentations, client reviews or client retention efforts.
• Successful completion of the department CEE exam within the required timeframe.
• CEP designation preferred, or required to be obtained in accordance with Corporate Services Group policy.

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 that’s differentiated – and we’ve 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 - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll 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. There’s 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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