Client Success Manager

Job Description

Client Success Manager | Morgan Stanley

The Tone:
This is a full-time Client Success Manager role at Morgan Stanley, a leading global financial services firm providing a wide range of investment banking, securities, wealth management, and investment management services. With over 80,000 employees serving clients across 42 countries, Morgan Stanley operates with values rooted in integrity, excellence, and a strong team ethic, providing a superior foundation for professional careers. This role is situated within the Corporate and Institutional Solutions (CIS) division, specifically supporting Morgan Stanley at Work (MSAW), which delivers workplace financial solutions. The Client Success Manager is critical to delivering best-in-class service, ensuring flawless execution, and establishing trusted partnerships with corporate clients managing stock plans on Shareworks and Equity Edge Online platforms.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person
• Pay: $85000–$135000 yearly
• Team: Client Success Management (CSM) organization
• Mission: To deliver best-in-class service, ease of use, and flawless execution, resulting in the establishment of trusted partnerships with corporate clients by managing their stock plan administration needs.
• Tech Stack: Shareworks, Equity Edge Online platforms

What You’ll Actually Do
• Process Transactions: Ensures all participant stock plan transactions (e.g., ESPP Purchases, Option Exercises, SWAPS) are correctly processed and settled in a timely manner, including record keeping and settlement of trades.
• Event Management & Reporting: Manages all events, with the exception of Corporate Actions, by creating and maintaining event timelines, operating procedures, and preparing accurate daily, monthly, and year-end reporting and reconciliation, including monthly balancing of client plans.
• Data Management & Troubleshooting: Processes timely and accurate data updates, manipulation, and management per client instruction, and troubleshoots requirement breaks to ensure deliveries and resolve outages.
• Client Advocacy & Support: Serves as a trusted client advocate and partner, supporting client engagement activities, including status updates, and ensuring accurate and timely responses to all equity-related inquiries and corrections, tracking client action plans and open items to resolution.
• System & Process Improvement: Develops knowledge of data flows between interfacing systems for issue resolution, participates in product testing and validation to identify bugs and suggest enhancements, and assists in the development and improvement of internal and external processes.

The Must-Haves
• Background: This role requires a professional with expertise in equity compensation administration, operating as a client success manager within the Corporate and Institutional Solutions (CIS) division. Candidates should possess deep business acumen and robust platform knowledge to support corporate clients with daily, monthly, and annual event processing and case management, serving as a trusted client advocate.
• Experience: Candidates must have 1-5 years of dedicated experience in equity compensation administration and prior B2B client management. Required experience includes managing global equity plans and complex plan structures such as restricted stock units/awards, swaps/reloads, and performance vesting/awards.
• Skills: Essential skills for this role include strong project management and organizational capabilities to manage multiple clients effectively. Analytical and problem-solving skills are critical for issue resolution and accurate reporting, coupled with proven attention to detail. Very strong verbal and written communication skills are necessary for effective client engagement and internal collaboration.