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The Data Management Organization (DMO) is leading the charge on data strategy and management in MS Research. Given the growing strategic importance of data, the Research DMO is a key enabler to both the "Offense" (generating new commercial opportunities) and "Defense" (ensuring proper data use and risk management). The group is seeking an entrepreneurial Client Program Manager to take ownership of new and existing client requests to ensure client satisfaction, adoption and retention. The role is dynamic, fast paced and interacts with multiple stakeholders. The Client Manager will represent the clients internally and work with the DMO, sales and implementation teams. Responsibilities would include:
· Drive and track delivery of data feeds by working with various Morgan Stanley stakeholders (technology, risk, legal, management, sales) and clients · Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the client issue until its resolution · Prioritize and triage client requests based on client value and DMO capacity; understand impact to timelines and present findings to sales · Build relationships with key stakeholders within client organizations and collaborate with sales to generate proper levels of adoption and potentially create new revenue opportunities · Partner with others in the DMO and sales to define and drive metrics relevant to measuring client success · Scale the team - recruit, onboard, and develop others-as more team members are needed to help manage client requests
Undergraduate degree, ideally in a quantitative or technical or marketing field (alternatively, one with a significant problem-solving and/or practical focus) · 5+ years of experience in customer-facing roles, implementing software applications or providing strategic advisory and/or account management services · Superb verbal, written, and interpersonal skills, including outstanding persuasion and presentation skills, with the skill to communicate up and down an organization · Passion for data and analytics · Proven ability to manage multiple projects simultaneously while managing issues/risks and maintaining strict attention to detail · Exceptional problem solving and teamwork skills · Experience with client negotiations and objection handling · Experience in interacting with business stakeholders, technology teams and clients · Exposure to JIRA or other tools for issue management