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Form of workSince 2001, PlanITROI has been providing global reverse logistics, IT Asset Disposition (ITAD), and Asset Recovery Services (ARS) for OEM’s, retailers, enterprise, education, and SMB organizations, committed to preserving the highest levels of environmental responsibility and data security while changing lives with their retired computing devices. PlanITROI leverages the circular economy to do social good, by turning clients' returned, retired, or idle IT devices; laptops, pc’s, notebooks, tablets, etc. into recertified, affordable technology solutions sold direct and through the largest retailers in the world.
Director of Client Services: PlanITROI is seeking a Director of Client Services to build, lead and grow, our Client Services department within the organization and ensure a smooth-running, effective daily operation. The Director of Client Services will oversee new client implementation and onboarding with continued support to ensure professional outcomes and optimal business success through the adoption and use of the organization's products and services.
As Director of Client Services, you will oversee the daily activities of the Client Services Team, ensuring the proper delivery of an outstanding white glove customer experience, ensuring the team upholds the PlanITROI brand while maximizing revenue and effectively managing expectations, resources, and costs.
As Director of Client Services, one must thrive on building a highly effective team and possess strong people management skills with effective communication internally and externally. This individual will provide consultative support of complex situations for internal and external clients, as well as, leadership and make recommendations for client support and services. The individual will lead project management activities, policies, objectives and initiatives for the onboarding / transition / conversion of supply. This role is remote on EST/CST time only.
Mission: To create and maintain outstanding client relationships with the responsibilities of managing the Client Services Team and inbound supply to generate service sales to meet PlanITROI's $25M EBITDA goal.
Responsibilities:
- Build, lead and grow, our Client Services Team/department within the organization and ensure a smooth-running, effective daily operation.
- Deliver superior white glove service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk.
- Build sustainable repeatable processes with capabilities that support delivery of the highest standards of service and execution.
- Build relationships and trust with clients to ensure high-levels of satisfaction and lay the foundations for continued growth and partnerships.
- Analyzes and review data tools, business processes and operational standards to execute service delivery.
- Evaluate and ensure that operations meet company objectives, business needs, service level agreements and relevant requirements.
- Manages portfolio of onboarding sessions from start to finish and manage overall customer onboarding processes.
- Create, manage and present quarterly business reviews (QBR’s) with clients/accounts.
- Lead complex conversion activities related to a mix of complex client relationships requiring the in-depth understanding of custody of supply and processing activities.
- Regularly review and appraise workflows and procedures to provide optimum client experience and appreciation of regulatory, compliance and risk environment.
- Lead in process improvements based on analysis and historical data.
- Manage the asset management application atmosphere ensuring accuracy.
- Ensure the Client Portal is successfully rolled out according to required timeline and customer initiative requirements.
- Work closely with Leadership, Operations, IT, Sales and Client Services Team to ensure seamless onboarding for all new clients.
- Own and act as Project Manager and liaison internally in the onboarding and implementation process for specific high-profile clients, forging a successful long-term partnership.
- Create and deliver all onboarding programs and materials needed while tracking projects and documentation.
- Represent and leverage client feedback to improve onboarding processes collaborating with leadership teams across departments.
- Utilize internal and third-party systems as required.
- Demonstrate a professional and adaptable demeanor with internal and external clients.
Experience & Qualifications:
- Bachelor’s Degree in Business Management, or alike.
- 8 years of experience in a leadership role building, leading and growing a client facing team.
- Experience in the ITAD/ Asset Management/Reverse Logistics industry desired.
- Proven experience supporting and growing a client book of business by 10% YoY.
- Documented and proven experience building client information dashboards and automating processes.
- Experience with tracking and creating financial measures for clients aligning with company goals and objectives.
- Direct experience building analytics tools and improving current data models. Data Visualization ( good to have )
- Must have the ability to work independently as well as collaboratively and in a highly fluid fast-paced environment.
- Must have superior communication skills, and the ability to engage both internally and externally.
- Must have the ability to multi-task, plan and prioritize a large volume of detail-oriented work in accordance with changing deadlines.
- Advanced Microsoft Suite, and demonstrated ability in reporting.
- Strong analytic and problem-solving skills with project management abilities.
PlanITROI Core Values
- Driven & Confident
- Think Win/Win Always
- Own IT/Solve IT
- Personal Growth Leads to Professional Growth
- Innovate & Change the World
- Proud to be Part of the PlanITROI Family
Visit our websites for more information:
www.PlanITROI.com
www.DigitalDreamsProject.com
www.BuyRefurbished.com
“PlanITROI is an equal opportunity employer. We prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws."
