Director of Enterprise Client Services

PlanITROI•Youngsville, NC

17h

About The Position

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.

Requirements

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
Advanced proficiency in Microsoft Office, SharePoint, reporting tools , and AI skills for automation
Experience in Salesforce is needed

Nice To Haves

PMP certification preferred

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