Job Information
PlanITROI Director of Client Success in Denville, New Jersey
Since 2001, PlanITROI has been providing global reverse logistics, IT Asset Disposition, and Asset Recovery Services for OEMs, retailers, enterprises, education, and SMB organizations. PlanITROI is committed to preserving the highest levels of environmental responsibility and data security while changing lives with its retired computing devices. PlanITROI leverages the circular economy to do social good, by turning clients returned, retired, or idle IT devices; laptops, PCs, notebooks, tablets, etc. into recertified, affordable technology solutions sold directly and through the largest retailers in the world!
Director of Client Success: PlanITROI seeks a Director of Client Success to build, lead, and grow, our Client Services department within the organization to ensure a smooth-running, effective daily operation. The Director of Client Success will oversee new client implementation, integration, and onboarding with continued support to ensure professional outcomes and optimal business success by adopting and using the organization's products and services. To qualify for this role, you must have experience in Data Analytics and Data Visualization, with the ability to build analytics tools and improve current data models.
This role is based in the United States, remote on EST 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 contribute to PlanITROI's $25M EBITDA goal.
Responsibilities:
Build, lead, and grow, our Client Services Team 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, enhancing financial performance, increasing investment capacity, and managing risk.
Build repeatable processes with capabilities that support the delivery of the highest standards of service and execution.
Build relationships and trust with clients to ensure high satisfaction levels and lay the foundations for continued growth and partnerships.
Analyze 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 a portfolio of onboarding sessions from start to finish and manages overall customer onboarding processes.
Create, manage, and present quarterly business reviews (QBRs) with clients/accounts.
Lead complex conversion activities related to a mix of complex client relationships requiring an 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 data analysis and historical data.
Manage the asset management application atmosphere ensuring accuracy.
Ensure the Client Portal is successfully rolled out to each client according to the required timeline and client initiative requirements.
Work closely with Leadership, Operations, IT, Sales, and Client Services Teams to ensure seamless onboarding and integration for all new clients.
Act as Project Manager and liaison internally in the onboarding and implementation process for specific high-profile clients, forging successful long-term partnerships.
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.
Experience & Qualifications:
Bachelor’s Degree in Business Management or like.
8+ years of experience in a leadership role building, leading, and growing a global 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.
Proven experience building client information dashboards and automating processes.
Experience with tracking and creating financial measures for clients aligning with company goals and objectives.
Must have experience in Data Analytics and Data Visualization, with the ability to build analytics tools and improve current data models.
Must be able to work independently, collaboratively, and in a highly fluid fast-paced environment.
Must have superior communication skills, and the ability to engage internally and externally.
Must be able to multi-task, plan, and prioritize a large volume of detail-oriented work under changing deadlines.
Advanced Microsoft Suite, and demonstrated ability in reporting.
Strong analytic and problem-solving skills with project management abilities.
Experience in Power BI or Tableau Software.
Experience in AI/Chat GPT for process optimization.
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:
www.PlanITROI.com
www.BuyRecertified.com
www.DigitalDreamsProject.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."