Senior Client Services Specialist

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Act as the main point of contact for client email correspondence across designated accounts.

• Oversee high-volume client inboxes and address inquiries and escalations effectively.

• Assist new clients with onboarding, system access, documentation, and operational coordination.

• Demonstrate and provide training on the PlanITROI client portal to clients.

• Organize equipment pickups in collaboration with clients and the Logistics team.

• Monitor pickup requests and proactively escalate any delays encountered.

• Collaborate with Operations regarding unit statuses, inventory, SLA performance, and service timelines.

• Review receiving data and resolve any discrepancies or intake errors.

• Analyze settlement reports, reconcile discrepancies, and communicate resolutions as necessary.

• Lead regular and on-demand operational calls with clients and Operations teams.

• Prepare agendas, document meeting notes, capture action items, and ensure follow-through on commitments.

• Generate pricing quotes for transactional clients in partnership with Sales and Operations.

• Prepare and present Quarterly Business Reviews and account evaluations.

• Create high-quality presentations and reports utilizing performance data and operational insights.

• Coordinate client meetings and maintain strategic stakeholder relationships.

• Identify opportunities for upselling and cross-selling PlanITROI services.

• Monitor client satisfaction and retention risks, aiding in renewals and long-term account strategies.

• Function as a trusted advisor to client stakeholders.

⛳️ Requirements

• 3–7+ years of experience in Client Services, Customer Success, Account Management, Operations Support, Service Delivery, or Business Operations within an operational setting.

• Proven experience with responsibilities centered around operations and execution.

• Strongly preferred experience in IT Asset Disposition, Reverse Logistics, Technology Services, Supply Chain Operations, Asset Management, or similar operations-intensive roles.

• Experience managing high-volume email communications across multiple client accounts is essential.

• Proven ability to coordinate client-facing and internal logistics, warehouse, operations, and finance functions.

• Hands-on experience with data review, reporting, or reconciliation is required.

• Experience creating client-facing quotes, reports, or business review presentations is necessary.

• Ability to manage competing priorities in a fast-paced, detail-oriented environment.

• B2B client management experience is mandatory.

• Exceptional written and verbal communication skills are required.

• Advanced proficiency in English (C1 level or higher) is essential.

• High attention to detail and a strong commitment to accuracy are necessary.

• Strong organizational and time management skills are a must.

• Proactive problem-solving skills are essential.

• Self-directed and accountable work ethic is important.

• Comfortable leading client calls and internal coordination meetings.

• Professional communication style suitable for executive and client engagements is required.

• Strong analytical and critical thinking skills are necessary.

• Advanced proficiency in Microsoft Excel, PowerPoint, Outlook, and Word is essential.

• Experience with Salesforce CRM is required.

• Ability to utilize AI productivity tools such as ChatGPT, Claude, Copilot, or similar is essential.

• Familiarity with Google Workspace, SharePoint, and Power BI is desired.

• Experience with Microsoft Teams and reporting/dashboard tools is beneficial.

• Experience in process improvement or project management is a plus.

🏝️ Benefits

• Work directly contributes to the mission of Changing Lives with Affordable Technology.

• Become part of a passionate, growth-oriented team.

• Thrive in an environment focused on innovation and operational excellence.

• Make a meaningful impact through sustainable technology solutions.