**Job Title:** Customer Success Officer (Part-Time) - Work from Home
**Company:** Morgan Stanley
**Location:** Canberra, Australian Capital Territory, AU
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
**About Morgan Stanley:**
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, wealth management, and investment management services. We are dedicated to fostering an inclusive workplace where different backgrounds, perspectives, and experiences are valued.
**Job Overview:**
Morgan Stanley is seeking a motivated and experienced Customer Success Officer to join our team on a part-time basis. This role is primarily remote, allowing you to work from home while maintaining a high standard of service and support for our clients. The ideal candidate will have a minimum of three years of relevant experience, demonstrating strong communication skills and the ability to adapt to a dynamic work environment.
**Key Responsibilities:**
1. **Client Engagement:**
- Build and maintain strong relationships with clients to understand their needs and ensure their satisfaction with our services.
- Act as the primary point of contact for client inquiries, providing timely resolutions to ensure a positive client experience.
2. **Onboarding and Training:**
- Manage the onboarding process for new clients, facilitating training sessions to ensure their full understanding of our products and services.
- Prepare training materials, tutorials, and resources to enhance the client onboarding experience.
3. **Performance Monitoring and Reporting:**
- Monitor client usage and engagement metrics to identify opportunities for upselling or additional support.
- Prepare and present regular reports on client satisfaction, engagement, and opportunities for product enhancement.
4. **Collaboration:**
- Work closely with cross-functional teams, including sales, product development, and technical support, to ensure seamless client experiences.
- Participate in team meetings to discuss client feedback and collaborate on continuous improvement initiatives.
5. **Problem Solving:**
- Address and resolve client issues efficiently, employing a problem-solving mindset to enhance client satisfaction.
- Identify recurring issues and work with relevant teams to implement long-term solutions.
6. **Feedback and Improvement:**
- Actively solicit client feedback to understand their pain points and requests, translating that feedback into actionable insights.
- Contribute to the development and improvement of customer success strategies and initiatives.
**Requirements:**
- **Experience:**
- Minimum of 3 years of experience in customer success, account management, or a related field, preferably within the financial services industry.
- **Education:**
- Bachelor's degree in Business, Finance, or a related field, or equivalent work experience.
- **Technical Skills:**
- Proficient in CRM software and Microsoft Office Suite.
- Familiarity with analytics tools for tracking client performance and satisfaction metrics.
- **Personality Traits:**
- Adaptable: Ability to work in a fast-paced environment, adjusting to varying client needs and expectations.
- Reliable: Consistently meets deadlines and maintains a high quality of work, fostering trust with clients and colleagues.
- **Soft Skills:**
- Strong cooperation skills, with the ability to work collaboratively in a remote setting.
- Excellent people management skills, capable of guiding clients through complex processes and solutions.
**Benefits:**
- Comprehensive dental insurance plan.
- Paid Time Off (PTO) for work-life balance.
- Parental leave to support family growth and needs.
**Working Environment:**
At Morgan Stanley, we prioritize quality in all aspects of our work, products, and services. We are dedicated to maintaining an inclusive and supportive environment that fosters continuous improvement and innovation.
**Application Deadline:**
Please submit your application by October 7, 2024.
**Equal Opportunity Statement:**
Morgan Stanley is committed to creating an inclusive environment for all employees. We welcome applications from candidates of all backgrounds, identities, and experiences, and encourage diverse and underrepresented candidates to apply. We believe that diversity drives innovation, and we are committed to fostering a culture of respect and inclusion for all.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
