Senior Client Services Specialist

About PlanITROIAt PlanITROI, we believe technology should create opportunities, not waste. Through industry-leading IT Asset Disposition (ITAD), refurbishment, repair, redeployment, and resale services, we help organizations maximize the value of their technology investments while extending device lifecycles and making affordable technology accessible to schools, families, nonprofits, businesses, and communities around the world.Behind every successful client relationship is a team committed to responsiveness, accountability, professionalism, and operational excellence. Our Client Services team serves as the critical link between our clients and our operations, ensuring every engagement delivers an exceptional experience from start to finish.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 is not an entry-level position. We are looking for an experienced professional who understands how to manage client relationships, coordinates across multiple departments, analyzes information, solves problems proactively, and supports business growth through exceptional service delivery. The ideal candidate is a true “rock star” who combines professionalism, urgency, analytical thinking, strong communication skills, and technology proficiency to elevate the client experience and serve as a trusted partner.
Position SummaryThe Senior Client Services Specialist is a senior-level, client-facing professional responsible for supporting key client accounts, ensuring service commitments are met, and helping drive excellence across the Client Services function. This role acts as a central point of coordination between clients and internal departments, including Operations, Logistics, Sales, Finance, and Leadership.The successful candidate will build trusted client relationships, manage communications, monitor service performance, coordinate issue resolution, analyze account data, prepare reports and presentations, and identify opportunities for continuous improvement. This individual will serve as a strong operational partner to the Client Services Manager and help create a culture of accountability, responsiveness, professionalism, and client satisfaction.
Mission of the RoleTo deliver an exceptional client experience by ensuring proactive communication, flawless follow-through, operational alignment, and data-driven decision-making while supporting PlanITROI’s mission of transforming retired technology into affordable technology solutions that change lives.
Engagement Type: Remote - ContractorLocation: Latin American countries within the Eastern Standard Time (EST).
Key Responsibilities
Client Relationship ManagementServe as a primary client-facing point of contact for assigned accounts and service requests.Build strong, professional relationships with client stakeholders and decision-makers.Develop a thorough understanding of client objectives, expectations, service requirements, and business needs.Maintain regular communication with clients through email, phone calls, virtual meetings, and presentations.Provide timely updates regarding projects, shipments, inventory, reporting, service requests, and issue resolution.Anticipate client concerns and proactively communicate status updates before issues arise.Support client retention efforts through exceptional service and relationship management.Participate in Quarterly Business Reviews (QBRs), account reviews, and client meetings.
Service Delivery & Account CoordinationEnsure client requests, inquiries, concerns, and escalations are addressed accurately and with urgency.Coordinate with Operations, Logistics, Finance, Sales, Procurement, and Leadership teams to resolve issues and fulfill commitments.Monitor account activity to ensure deadlines, deliverables, and service expectations are consistently achieved.Track open action items and ensure timely completion.Maintain visibility into account status, service performance, and operational priorities.Manage competing priorities while maintaining accuracy and responsiveness.Ensure service commitments are communicated clearly and executed effectively.
Follow-Up, Accountability & ExecutionTake ownership of assigned tasks and client commitments from initiation through completion.Ensure no client request, issue, or deliverable falls through the cracks.Maintain accurate records of client communications, commitments, and follow-up activities.Escalate issues appropriately while maintaining professionalism and urgency.Drive accountability across internal teams to ensure timely completion of commitments.Balance speed, quality, and accuracy in all client-facing activities.
Data Analysis, Reporting & InsightsAnalyze account activity, operational performance, inventory data, and service metrics.Identify trends, opportunities, risks, delays, and service gaps.Prepare accurate client-facing reports, dashboards, summaries, and performance updates.Assist in the creation of executive-level presentations and account reviews.Use data to support decision-making and improve client conversations.Monitor key performance indicators (KPIs) and service metrics.Provide recommendations for improving client satisfaction and operational performance.
Presentation Development & Business CommunicationCreate professional presentations, executive summaries, meeting materials, and business reviews.Prepare client meeting agendas, supporting documentation, and follow-up communications.Communicate complex information clearly and professionally.Draft polished correspondence suitable for executive and client audiences.Support internal leadership presentations and strategic initiatives.
AI & Technology UtilizationUtilize AI-powered productivity tools to improve efficiency, communication quality, reporting, and workflow management.Leverage technology to automate repetitive administrative tasks where appropriate.Use CRM platforms, reporting tools, spreadsheets, dashboards, and collaboration software effectively.Identify opportunities to improve processes through technology adoption and automation.Support the modernization of Client Services workflows and knowledge management practices.
Continuous ImprovementRecommend process improvements that enhance efficiency, communication, and client satisfaction.Assist in documenting procedures, workflows, and best practices.Participate in special projects and strategic initiatives.Contribute ideas that improve service delivery, operational effectiveness, and team performance.Support the development of scalable systems and processes as the organization grows.
Qualifications3–7+ years of experience in one or more of the following: Client Services, Customer Success, Account Management, Operations Support, Service Delivery, Project Management, Business OperationsIndustry experience in: IT Asset Disposition (ITAD), Reverse Logistics, Technology Services, Supply Chain Operations, Asset Management, or Manufacturing EnvironmentsExperience supporting business-to-business (B2B) clients.Self-motivated, resourceful, and adaptable to diverse cultural and business environments.Highly organized, detail-oriented, and able to meet tight deadlines in a fast-paced environment.Proven ability to manage client relationships and service expectations.Experience coordinating activities across multiple departments.Strong problem-solving and decision-making abilities.Demonstrated success managing multiple priorities in a fast-paced environmentExceptional verbal and written communication skills.Advanced English proficiency (C1 level or higher).Strong business writing and presentation skills.Excellent organizational and time management skills.High attention to detail and accuracy.Strong analytical and critical-thinking capabilities.Ability to prioritize effectively under pressure.Strong interpersonal and relationship-building skills.Professional and polished client-facing presence.Ability to work independently with minimal supervision.
Technical SkillMicrosoft Office Suite (Excel, PowerPoint, Outlook, Word)Google Workspace, SharePoint, Power BI desiredSalesforce experience neededReporting and dashboard toolsVirtual meeting platforms (Teams)AI productivity tools (ChatGPT, Claude, Copilot, or similar)Process improvement experienceProject management experience desired
Why Join PlanITROI?At PlanITROI, your work directly supports our mission of Changing Lives with Affordable Technology. You will join a passionate, growth-oriented team committed to innovation, operational excellence, and creating meaningful impact through sustainable technology solutions.
If you are a highly organized, client-focused professional who thrives on solving problems, building relationships, driving accountability, and delivering exceptional service, we encourage you to apply and become part of the team behind the world's greatest repair and refurbishment operation.
Explore more about us:PlanITROI.com | NextraTech.com | BuyRefurbished.com

Skills
Data Analysis, Power BI, Excel, Project Management, Process Improvement, CRM, Account Management

Experience
7+ yrs

Work arrangement
Yes