Key Responsibilities
Client Email & Daily Communications
Serve as the primary point of contact for all client email communications across assigned accounts, responding with accuracy, urgency, and professionalism.
Manage a high-volume inbox across multiple client relationships simultaneously, ensuring no request, inquiry, or escalation goes unaddressed.
Draft clear, polished, and client-appropriate correspondence for a wide range of situations from routine status updates to complex issue resolution.
Client Onboarding
Guide new clients through the full onboarding process including system access setup, process walkthroughs, documentation completion, and initial operational coordination.
Serve as the client's main point of contact during the onboarding period, ensuring a smooth transition from contract to active service delivery.
Proactively identify and resolve onboarding friction points before they become service issues.
Client Portal Demonstrations & Training
Conduct live demonstrations of the PlanITROI client portal for new and existing clients, walking them through reporting capabilities, data access, and self-service tools.
Ensure clients are fully equipped to utilize the portal effectively and provide ongoing support as platform features evolve.
Logistics Coordination
Coordinate equipment pickup scheduling between clients and the internal Logistics team, managing timelines, confirmations, and last-minute schedule changes.
Serve as the communication bridge between clients and Logistics, ensuring both sides have accurate, timely information on pickup windows, carrier details, and exceptions.
Track open pickup requests and escalate delays proactively before client expectations are impacted.
Operations Team Coordination
Maintain close, ongoing communication with the Operations team regarding unit statuses, locked or held inventory, SLA performance, and service delivery timelines.
Translate operational updates into clear, client-ready communications that set accurate expectations and maintain trust.
Flag and escalate operational issues that impact client commitments, driving internal accountability for resolution.
Receiving Data Review & Error Resolution
Regularly review inbound receiving data for accuracy, identifying discrepancies, missing information, or errors made during the Operations intake process.
Communicate findings to the Operations team and follow through to ensure corrections are made in a timely manner.
Maintain a quality-focused mindset when auditing data, understanding that receiving accuracy directly impacts client settlement outcomes.
Settlement Report Review
Review client settlement reports for accuracy prior to distribution, reconciling data discrepancies and flagging issues for internal resolution.
Communicate settlement details, variances, and resolutions clearly to clients, maintaining a high level of transparency and accuracy.
Operational Calls with Clients
Facilitate and lead recurring and ad hoc operational calls with clients and internal Operations teams, ensuring discussions are structured, productive, and action-oriented.
Prepare call agendas, document meeting notes, capture action items, and own follow-through on all commitments made during calls.
Ensure that client-facing operational calls reflect PlanITROI's professionalism, responsiveness, and commitment to service excellence.
Quote Creation for Transactional Clients
Generate accurate pricing quotes for transactional clients, coordinating with Sales and Operations as needed to confirm scope, pricing, and logistics requirements.
Ensure quotes are delivered promptly and professionally, supporting timely client decision-making and order processing.
Business Reviews & Strategic Reporting
Prepare and deliver Quarterly Business Reviews (QBRs) and periodic account reviews, presenting service performance data, trends, operational highlights, and strategic recommendations.
Create executive-quality presentations and reports that position PlanITROI as a proactive, data-driven partner.
Use account data and operational insights to drive meaningful, forward-looking client conversations.
Meeting Coordination & Client Engagement
Plan and coordinate client meetings including agenda preparation, stakeholder alignment, and timely follow-up documentation.
Maintain a consistent cadence of strategic touchpoints with key client stakeholders to strengthen relationships and stay ahead of evolving needs.
Upsell & Cross-Sell
Identify organic opportunities to introduce clients to additional PlanITROI services including refurbishment, repair, redeployment, resale, and other program offerings.
Position upsell and cross-sell conversations as value-added extensions of the existing relationship, not as sales pitches.
Coordinate with Sales leadership when account growth opportunities require formal proposal development.
Client Retention & Satisfaction
Monitor client satisfaction signals proactively, identifying risks to retention and addressing them before they escalate.
Support renewal activities and long-term account planning in partnership with Sales and Leadership.
Serve as a trusted advisor to client stakeholders — someone they turn to not just for issues, but for insights.
