[Hiring] Senior Client Services Specialist @PlanITROI LLC

Role Description

We are seeking a highly organized, proactive, and client-focused Senior Client Services Specialist who thrives in a fast-paced environment and takes ownership of client communication, service execution, reporting, problem-solving, and follow-through.

This individual acts as the central coordination point between clients and internal departments including Operations, Logistics, Sales, Finance, and Leadership. They are responsible for ensuring that every client commitment is tracked, communicated, and executed and that nothing falls through the cracks.

Key Responsibilities

• Client Email & Daily Communications
  • Serve as the primary point of contact for all client email communications across assigned accounts.
  • Manage a high-volume inbox across multiple client relationships.
  • Draft clear, polished, and client-appropriate correspondence.
• Client Onboarding
  • Guide new clients through the full onboarding process.
  • Serve as the client's main point of contact during the onboarding period.
  • Proactively identify and resolve onboarding friction points.
• Client Portal Demonstrations & Training
  • Conduct live demonstrations of the PlanITROI client portal.
  • Ensure clients are fully equipped to utilize the portal effectively.
• Logistics Coordination
  • Coordinate equipment pickup scheduling between clients and the internal Logistics team.
  • Serve as the communication bridge between clients and Logistics.
  • Track open pickup requests and escalate delays proactively.
• Operations Team Coordination
  • Maintain close, ongoing communication with the Operations team.
  • Translate operational updates into clear, client-ready communications.
  • Flag and escalate operational issues that impact client commitments.
• Receiving Data Review & Error Resolution
  • Regularly review inbound receiving data for accuracy.
  • Communicate findings to the Operations team and follow through.
• Settlement Report Review
  • Review client settlement reports for accuracy prior to distribution.
  • Communicate settlement details, variances, and resolutions clearly to clients.
• Operational Calls with Clients
  • Facilitate and lead recurring and ad hoc operational calls with clients.
  • Prepare call agendas, document meeting notes, and capture action items.
• Quote Creation for Transactional Clients
  • Generate accurate pricing quotes for transactional clients.
  • Ensure quotes are delivered promptly and professionally.
• Business Reviews & Strategic Reporting
  • Prepare and deliver Quarterly Business Reviews (QBRs).
  • Create executive-quality presentations and reports.
• Meeting Coordination & Client Engagement
  • Plan and coordinate client meetings.
  • Maintain a consistent cadence of strategic touchpoints with key client stakeholders.
• Upsell & Cross-Sell
  • Identify organic opportunities to introduce clients to additional PlanITROI services.
  • Coordinate with Sales leadership when account growth opportunities require formal proposal development.
• Client Retention & Satisfaction
  • Monitor client satisfaction signals proactively.
  • Support renewal activities and long-term account planning.
  • Serve as a trusted advisor to client stakeholders.
• Perform other duties as assigned.

Qualifications

• 3–7+ years of experience in Client Services, Customer Success, Account Management, Operations Support, Service Delivery, or Business Operations.
• Demonstrated experience in a role focused on operational and execution responsibilities.
• Industry experience in IT Asset Disposition (ITAD), Reverse Logistics, Technology Services, or comparable operations-intensive environments preferred.
• Proven ability to manage high-volume email communications across multiple client accounts.
• Experience coordinating between client-facing and internal operations functions.
• Hands-on experience with data review, reporting, or reconciliation functions.
• Experience creating client-facing quotes, reports, or business review presentations.
• Demonstrated success managing competing priorities in a fast-paced environment.
• B2B client management experience required.

Requirements

• Exceptional written and verbal communication skills.
• Advanced English proficiency (C1 level or higher) required.
• High attention to detail and commitment to accuracy.
• Strong organizational and time management skills.
• Proactive problem-solver who anticipates issues before they escalate.
• Self-directed and accountable.
• Comfortable leading client calls and internal coordination meetings.
• Professional presence and communication style suitable for executive and client audiences.
• Strong analytical and critical thinking capabilities.

Technical Skills

• Microsoft Office Suite — advanced proficiency in Excel, PowerPoint, Outlook, and Word.
• Salesforce CRM experience required.
• Google Workspace, SharePoint, Power BI — desired.
• Virtual meeting platforms (Microsoft Teams).
• Ability to use AI productivity tools to improve communication quality and workflow efficiency.

Benefits

• Support our mission of Changing Lives with Affordable Technology.
• Join a passionate, growth-oriented team committed to innovation and operational excellence.
• Create meaningful impact through sustainable technology solutions.