Manager, Client Success - VP

Manager, Client Success Role:

The Manager for Client Success is responsible for managing a team of Client Success Managers. They are responsible for providing strong leadership to the team, as well as taking responsibility for management-related items such as development, performance management, recruitment, team building, and involvement in escalated issues as necessary.

Manager, Client Success Responsibilities:

• Manages Client Success Managers with respect to client interaction, communication tactics and processes. Supports Client Success Managers in their roles through understanding and facilitating client needs, and gaining knowledge in Morgan Stanley at Work's equity administration platforms
• Facilitates the recruiting, training, and performance management and development of Client Success Managers
• Evaluating 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 for the client base are intact and proactively cultivated, ensuring client satisfaction levels with respect to the client base are maintained and increased appropriately

• Bachelor's degree in business, commerce or related field is 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 ongoing initiatives, including identifying opportunities for improvement in tools and processes
• Exposure to or experience with Morgan Stanley at Work's equity administration platforms and/or other stock plan administration systems would be an asset
• Proven ability to effectively communicate, build relationships, manage, and lead a diverse range of personalities and roles 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 in ambiguous circumstances
• Project management experience would be an asset; formal Project Management education is not a requirement
• 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