The Shareworks Customer Service Team

Susan Kicey

This topic was initially slated as a session at Synergy 2020 in Austin, TX – our plans changed, but the quality of our content didn’t, and we want to share it with the public as an evergreen resource. Learn more about Synergy here.

For Shareworks customers, there is often some curiosity about the structure of the service team.  Although our customers work closely with their designated service representatives, we often receive questions about who else is out there, and the methodology that goes into our service delivery structure.

Well, we are here to give you a crash course in all things Shareworks service, including the structure and location of our team, the ways that we work with you to help you be more effective in your role, and what the future might hold as we continue to refine our service offering.

Service Team Structure

We have two different divisions, a private company segment (serving our private customers) and a public company segment (serving our public customers). By and large, the majority of the workflows in place for each team remain the same (more on that later). The differences, however, are in the locations where these service teams operate.

Office locations:

  • Tempe, AZ
  • New York, NY
  • Shelton, CT
  • South Jordan, UT
  • San Francisco, CA
  • Calgary, AB
  • Toronto, ON
  • Montreal, QC
  • Remote

Throughout the locations listed above, we have a number of different roles, and each focus on a specific subset of client needs.

Relationship Manager

Client Service Manager

Client Service Representative

  • Conduct business reviews of overall state of the customer
  • Keep clients informed of new products and features
  • Help manage corporate actions

 

  • Manage day-to-day requests (i.e. data changes, processing events)
  • Provide solutions for managing your equity plans in Shareworks
  • Act as liaisons between you and “behind-the-scenes” teams
  • Assist client service managers with standard tasks
  • Ensure all outstanding items are assigned appropriately

 

 

Other Teams

Although the service representatives listed above work some magic, they don’t do it alone! There are a number of additional teams who assist with operations to ensure your plan keeps running smoothly.

  • Reconciliation
  • Operations
  • Special Projects & Implementation
  • Participant Experience
  • Executive Services
  • Product & Development
  • Live

Each one has a specific and important function for the overall Shareworks solution with teams staying in regular contact via a number of methods.

Our Process Infrastructure

It’s not just the people that are here to help you, it’s the processes built behind them.  Without the formal infrastructure we’ve put in place to help our teams support our clients, we wouldn’t be able to achieve the efficiency and scalability required to deliver the level of service our customers have come to expect.

  • Client Communication: all service communication flows through a centralized tool, allowing for full transparency and built-in redundancy to critical support processes.  It also allows for significant data analysis capability, using historical data about response times, resolution rates, and similarly helpful data points.  
  • Workflow Tracking: we also leverage a tool to assist with workflow tracking procedures, bringing in all involved stakeholders in an effective way (and cutting down on the amount of time given up for each task or project).
  • Project Management: we’ve implemented standard project management meeting cadences, bringing together our service team members in the various segments for a morning stand-up and an afternoon burn down, ensuring that all critical issues for the day have been resolved and everyone is in a good place for the rest of the week.  

The sum benefit of these systems is the transparency and accountability they deliver: all workflows are seamless, and can easily scale and accommodate support from other personnel.  They also allow for full audits of historical records and the associated metrics about service quality levels.

Tips for You

We often get questions from clients about what the client can do to help the service process run smoothly.  With that in mind, we’ve come up with a list of tips to help you get the most from your Shareworks service experience:

  1. Go to the right person: between the Relationship Manager and the Client Service Manager, you have two devoted resources, but they focus on different things. Making the right request of the right person can save you time and stress!
  2. Have a regular meeting cadence with your service team.  Whether it’s weekly, biweekly, or monthly, it’s always good to have a consistent checkpoint so you can sync up on vital details, workflows, and projects.
  3. Document your processes.  This is really helpful for a lot of the tools we use internally, and it can help you and your service team identify duplications, inefficiencies, and ways to better leverage the software.
  4. Participate in the G5 survey.  The independently run G5 annual industry survey is one of the ways we get crucial feedback from our clients.  We depend on you to help us know where we are doing well, and where we can improve.  Survey participation is an easy way to get us that information and help make the change you want to see. Look for this survey in early May.

The Shareworks by Morgan Stanley solution centers around our technology solution and our service team – they are both equally important in the customer experience. We hope this overview has given you a bit of insight into what happens behind the scenes, and empowers you to leverage some of these resources if you haven’t already.

If you aren’t currently a client, and want to learn more about our technology and our support structure, request a guided tour today.

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Shareworks by Morgan Stanley services for public companies are provided by Solium Financial Services LLC and Morgan Stanley Smith Barney LLC, members SIPC, and their affiliates, all wholly-owned subsidiaries of Morgan Stanley. Shareworks by Morgan Stanley fund transfer services for private companies are provided by Solium Financial Services LLC.

CRC 3069783 (05/2020)