Director of Enterprise Client Services

About PlanITROI 

Since 2001, PlanITROI has been a global leader in Reverse Logistics, IT Asset Disposition (ITAD), and Asset Recovery Services for OEMs, retailers, enterprises, educational institutions, and SMB organizations. We are committed to the highest standards of environmental responsibility and data security while changing lives with retired computing devices. By leveraging the circular economy for social good, we transform clients' old, returned, or idle IT devices, including laptops, PCs, Notebooks, and tablets, into re-certified, affordable technology solutions sold directly and through the world’s largest retailers.

About the Role 

PlanITROI is seeking a Director of Enterprise Client Services to lead strategic account growth and service execution across our ITAD and life-cycle solutions. This leader is responsible for expanding the value of our existing enterprise relationships by identifying opportunities, aligning solutions to client needs, and turning operational excellence into long-term revenue growth. 

Mission: Drive enterprise client growth and long-term partnerships by leading a high-impact Client Services Team that expands value within existing accounts through strategic relationship management, cross-selling, and up-selling—while delivering operational excellence, measurable outcomes, and contributing directly to PlanITROI’s revenue and EBITDA growth goals. 

This is a highly visible, client-facing role that blends strategy and execution. The Director will serve as both a trusted advisor and a growth driver, strengthening partnerships, uncovering cross-sell and up-sell opportunities, and ensuring flawless delivery that earns the right to expand. This is not a traditional Client Services leadership role; it is an Enterprise Account Growth Leader operating through Service Excellence and Execution. 

Someone who is: 

• A growth-minded leader who expands accounts by delivering measurable value, not by selling aggressively 
• A listener who uncovers opportunity through understanding 
• A relationship builder who creates long-term strategic partnerships 
• An operator who knows how to translate plans into execution 

This leader will own complex enterprise relationships from initial implementation through ongoing expansion, cultivating a high-performing Client Services organization and working in close partnership with Sales and Operations to transform service delivery into a true engine for growth. Success in the role requires deep expertise in ITAD and life-cycle services, strong executive presence, sharp commercial instincts, and the ability to balance long-range account strategy with disciplined, day-to-day execution.

This role is located onsite in Youngsville, North Carolina.

Key Responsibilities 

Enterprise Client Leadership 

• Build, lead, and mentor a high-performing Client Services team  
• Act as a growth partner and service leader, balancing operational excellence with responsibility for expanding the scope and value of enterprise client relationships
• Act as a trusted advisor to enterprise clients, engaging stakeholders across IT, Security, Finance, Procurement, ESG, and other areas 
• Serve as the executive point of accountability for enterprise client onboarding and ongoing service delivery 
• Represent the voice of the client to executive leadership to influence strategy, process, and innovation 
• Lead client conversations with a consultative approach, asking clarifying questions to fully understand client goals, motivations, and constraints before proposing solutions 
• Confirm mutual understanding of scope, expectations, and deliverables before committing to timelines or outcomes 
• Avoid assumptions by proactively validating client requests and internal capabilities before execution 

 Client Growth & Expansion 

• Proactively identify and develop opportunities to expand existing enterprise partnerships by introducing services, locations, product categories, and life-cycle solutions that align with client goals
• Lead consultative client conversations that uncover unmet needs, operational gaps, and strategic initiatives where PlanITROI can provide additional value 
• Translate operational performance metrics, ESG reporting, and service outcomes into compelling business cases that help clients justify expanded engagement internally 
• Partner with Sales leadership when needed, but personally own the growth and expansion of assigned enterprise accounts 
• Introducing and promoting refurbished technology purchasing programs aligned with client needs and sustainability goals 
• Maintain a strong understanding of client contracts, MSAs, and SLAs to position expanded services in a way that benefits both the client and PlanITROI 

Client Operational Excellence & Governance 

• Build scalable, repeatable service delivery processes  
• Ensure service level agreements, timelines, and deliverables are consistently met or exceeded 
• Develop and deliver onboarding programs, documentation, and client-facing materials 
• Analyze performance data, workflows, and client feedback to identify risks and improvement opportunities 
• Lead continuous improvement initiatives that enhance data security, ESG reporting, and value recovery 
• Oversee asset management platforms and client portals, ensuring accuracy, transparency, and successful deployment 
• Partner closely with Operations, IT, Sales, Finance, and Leadership to ensure seamless execution 

Experience & Qualifications

• Bachelor’s degree in business, supply chain, or a related field
• Experience in ITAD, Asset Management, or Reverse Logistics is required 
• Proven career progression that began in operational or service delivery roles and evolved into client-facing or relationship leadership positions
• Proven success leading enterprise client-facing global teams
• Demonstrated success growing existing enterprise accounts through consultative relationship management (not just new logo sales)
• Demonstrated experience managing large-scale onboarding and implementation programs
• Demonstrated ability to balance operational execution with strategic client engagement and business growth
• Strong ability to ask clarifying, strategic questions that uncover client needs beyond the initial request
• Experience leading Quarterly Business Reviews that translate performance results into expansion opportunities
• Comfortable discussing contracts, MSAs, and service structures in a way that supports both client success and business growth
• Exceptional communication and executive presence with C-level and senior stakeholders
• Highly consultative, hands-on leadership style with strong operational discipline
• Strong analytical, problem-solving, and decision-making skills
• Ability to manage multiple priorities in a fast-paced, evolving environment
• Strong project management expertise: PMP certification preferred
• Advanced proficiency in Microsoft Office, SharePoint, reporting tools, and AI skills for automation
• Experience in Salesforce is needed 

PlanITROI Core Values:

• Driven & Confident
• Think Win/Win Always
• Own IT/Solve IT
• Personal Growth leads to Professional Growth
• Innovate & Revolutionize the World
• Proud to be Part of the PlanITROI Team

PlanITROI offers a comprehensive benefits package, including health insurance, a 401(k)-company match, paid time off, and other competitive benefits. We are an Equal Opportunity Employer and comply with all applicable federal, state, and local laws. We are committed to maintaining an inclusive workplace that values diversity across the organization.

Explore more about us:
PlanITROI.com | NextraTech.com | BuyRefurbished.com