Client Success Manager – Associate
| Company | Morgan Stanley |
|---|---|
| Location | Utah, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Entry Level/New Grad, Junior, Mid Level |
Requirements
- Bachelor 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
- Self-motivated with the ability to effectively manage multiple tasks against tight deadlines
- Strong analytical, problem-solving skills, and proven attention to detail
- 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.
Responsibilities
- Performs daily client procedures including but not limited to processing daily trades, assessing import errors and related fixes, and administering trade and pre-trade clearances
- Performs monthly functions including, but not limited to monthly balancing
- 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 document and maintain client processes
- Monitors queues for new case assignments using tools such as Salesforce.com and Zendesk. Utilize Salesforce.com 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
- Research and document 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
- Any other activities as determined by organization
Preferred Qualifications
- CEP Certification is preferred, not required.