Michael Duru
Client Services Manager @Morgan Stanley
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WORK HISTORY
Client Services Manager @Morgan Stanley
Calgary, AB, CA
Client Success ManagerProficient management of Saas - Shareworks. Identifies potential business referrals and sales lead from existing clients.Ensures ARR target is achieved.Performs the processing of Restricted Stock Releases or Stock purchases, as necessaryManages changes to Employee Stock Purchase Plan Enrollment, Online Grant Agreements, and EquityPlan reporting.Processes timely and accurate data updates, data manipulation and data management by updatingsoftware per client instruction.Identifies errors and potential issues, working collectively with other team members and internalstakeholders to find solutions; tracks open issues to resolution.Monitors queues for new case assignments using tools such as Salesforce.Utilizes Salesforce application to create and mark completion of cases, document solutions, andupdates client records.Develops and maintains long term client relationships, actively managing customer expectations toensure maximum satisfaction with products and services.Provides responses to customer inquiries in a manner that drives client satisfaction by consistentlymeeting SLAsResearches and documents 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 anddocument bugs as well as suggest enhancementsLeads client meetings at a frequency tailored to their specific needs, ensuring consistent communication,alignment on communication, and proactive support.Stays informed about product updates and proactively shares relevant changes or improvements withclients to ensure they received the full value and remain aligned with evolving solutions.Proactively identifies potential risks and implements strategies to mitigate them, ensuring the stability and success of client relationships and business success.
EDUCATION
Ademola Omolehinwa Training and Consulting
Certificate, Basic Accounting and Financial Analysis
University of Lagos
Master of Public and International Affairs, Public Administration
Olabisi Onabanjo University
Bachelor's degree, Labor and Industrial Relations
ABOUT MICHAEL DURU
I am a versatile and dedicated person. A highly focused and self motivated individual with over 14 years experience in the Financial sector.At Morgan Stanley, my commitment to fostering strong client relationships is matched by a proficiency in client success management, a reflection of over a decade in the financial industry. Our team prioritizes exceptional service, leveraging my analytical skills to ensure clients\' needs are met with precision and foresight.My journey has been shaped by a dedication to continuous learning and a passion for delivering customer excellence. At Zenith Bank Plc, I honed my business development and relationship management expertise, which now fuel my contributions to Morgan Stanley\'s client-centric strategies.With prolific experience in managing numerous clients, several credit portfolios and day to day business dynamics, my background in human relations has continuously informed my mindful but productive approach.I am fuelled by my passion for excellent customer experience. I consider myself a ‘forever student,’ eager to both build on my academic foundations and trainings in Industrial and Labour relations; Financial Analysis skills; Essential Selling and Marketing skills; Credit risk management; Superior customer service; Operational risk management and Leadership, and also stay in tune with the latest business strategies through continued learning and professional development.
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